I've called several times for weeks but get disconnected each time I'm waiting in the queue for an agent. Why? Does this means that I would need to travel an hour to come there to speak with a live person??

Generally, your issues would need to be resolved by a live person going through the settings on your phone or deciding if your software update needs a redo. It's simpler, if your phone is worth the time, to take the device to them so that they don't have to translate your explanation of your problem and examine the myriad issues that may have caused it and then address the issue by explaining what needs to be done to someone who may have a problem locating the area that needs attention. If your phone is worth the bother you really should go there. I'm from Far Rockaway in Queens and I didn't hesitate to jump on the train to take my S8 to them after the Pie update changed the way my phone worked. And, btw, I'm considered an expert after having owned the first smartphone ever made and having had one ever since. No. It wasn't an iPhony .it was the IPaq made by HP running on Windows. Go to the center. You'll enjoy the atmosphere and the decor and the friendly expertise of the staff. I did.

You should try the chat when you go to the web a window open if tou want to chat they transfer to the right person