Lollipop 5.0 killed my Galaxy S5!!! Where's the update???
BTBFG79
Enthusiast - Level 2

A few weeks ago I did the recommended update on my Galaxy S5 to the highly anticipated Lollipop 5.0.  Ever since then it's been nothing but problems.

  • Slow to respond/lagging
  • Default "Contacts" app keeps crashing
  • Phone calls won't connect either outgoing or incoming
  • Incoming text messages will get multiplied 5,6,7 or 8 times.
  • Outgoing text messages will take several minutes before even sending (excellent signal strength)
  • Phone will run extremely hot to the touch, plugged in or unplugged resulting in the "Cooling down" message several times throughout the day.

     So with no other options on what to do, I did what my local cell phone store recommended, I did a Factory Reset.  The only thing that did was delete all my data which was reinstalled via the Cloud but still the same problems.  In order to have a working phone, I had my local store switch my service from my Galaxy S5 to my older iPhone S5.

     On Friday March 13th, I called Samsung customer service wanting to know when the Lollipop 5.1 or 5.0.1 was to come out.  After a long discussion and even them recommending doing a Factory Reset I got nowhere. The customer service rep connected me with a Google rep and we had a 3 way (hee hee) call.  Both Google and Samsung threw Verizon under the bus and said it was their issue and I needed to call them.  So I did.  First talking to a customer support rep and then getting transferred to the "Next Level Support" rep.  The Verizon rep said that the only way to fix the issue was to wait for the next update (duh) but that Verizon has no clue as to when an update would be released.  Verizon said that either Samsung or Google should have that information.  So I went in a complete circle with all the companies and have gotten nowhere.


Profanity removed as required by the Verizon Wireless Terms of Service


Message was edited by: Admin Moderator

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1 Solution
ollie49
Enthusiast - Level 2

Waited for Samsung Rep to call me back at 4pm yesterday. At 7pm I gave up and called them and got a rep I could here and understand. We finished troubleshooting in SAFE mode and checked back up. Then did a "wipe and factory reset" . He said it would take awhile to restore and promised to call me back in 30 minutes. While updating the previous Samsung rep called me back and asked if I was ready to continue troubleshooting. He called % HOURS LATE !!! I blew him off and said I was working with another rep . The second rep called me back as promised just as my phone had flawlessly restored all my data and apps.MOST IMPORTANT, THE PHONE APP WORKS!! I asked if I should check for updates to the phone and he advised against it until foreced to as long as everything was working.

So restoring the phone to factory setting cured my problem and there is at least one rep at Samsung who knows what's going on. Very polite, professional and most of all kept his word about calling back.

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60 Replies
JP_Nelson
Enthusiast - Level 3

Same here!

HWBA
Enthusiast - Level 2

My problems now as well.  Ruined my 3 month old phone. Absolutely disgusted.

buzzeswoman2008
Contributor - Level 3

same here....have had my phone since december i can't stand the new update...did a reset and NOTHING changed...wish i could return the phone and get the droid turbo.

vzw_customer_support
Customer Service Rep
buzzeswoman2008  We want you to love the phone you have now! What exact issues are you having after the Software? When was the update done to the phone? It might take a few days for the phone to optimize back to normal after the update. Are your phone applications up to date?   JorgeO_VZW Follow us on Twitter @VZWSupport
buzzeswoman2008
Contributor - Level 3

i did the update over a month ago when it first came out. The issues i am having are the battery only lasting 3 hours on a full charge. and apps not responding along with contacts not responding. i have done the factory reset but that doesnt seem to do anything.

buzzeswoman2008
Contributor - Level 3

if it wasn't past the 14 day return policy i would trade my phone in for a droid turbo. my friend has a droid turbo and has never had a problem with it.

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ckronengold
Enthusiast - Level 3

I have done a factory reset and re-installed the Lollipop update (OTA) twice, and still the battery drains at a rate of 10% per hour while sitting idle.

Apps/Icons are very slow to respond. And 75% of the time I open the phone dialer, I get a message "Contacts has stopped working."

The last update I applied was 3 weeks ago and it continues to get worse, not better.

BTBFG79
Enthusiast - Level 2

Sorry, but I just saw your comment to buzzeswoman2008 where you said, "It might take a few days for the phone to optimize back to normal after the update", exactly what do you mean by few days?  to me, that is a total BS excuse.  Read the complaints buddy. By a "few days" does that mean a week, 2 weeks, 3 weeks a month?  Cause that's how long people have been complaining and its still isn't fixed even after two factory resets, one memory re-flash via the Samsung Help Desk at Best Buy. How about you read my original complaint and try addressing those concerns too.

buzzeswoman2008
Contributor - Level 3

Verizon Wireless Customer Support also since the update my phone has been having issues when i unlock it. Half the time i cant get it too unlock cuz the touch screen doesnt respond, this update was a waste of time. i want a phone that works just fine not one with all sorts of problems.

JP_Nelson
Enthusiast - Level 3

Mine has been updated for about 6 weeks now, have done 4 factory resets and a couple of cache wipes. I do not have the battery issues, but the phone lags a lot when any app is opened and gives me the contacts stopped error. The only way I’ve gotten it to run decent at all is to uninstall most of my apps including facebook and twitter...but what good is a phone like this if I can’t use it to its full potential...could’ve kept my S3 and had a better working phone. Waiting another month and will get rid of this junk and switch to Iphone.

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buzzeswoman2008
Contributor - Level 3

Verizon Wireless Customer Support another updated issue with the lolliflop when my phone is plugged in and charging and has 10% battery or less it turns off randomly and wont turn back on for a while. its almost as if when my phone is plugged in its losing battery instead of getting battery not sure why this is happening.

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vzw_customer_support
Customer Service Rep
buzzeswoman2008,

That's certainly concerning to hear your phone shuts down on the charger! Let's make sure we get this figured out. Do you get the shut down message when this happens or does it just turn off? How long does it take to turn back on? Does the phone seem to charge up once you get it back on?

AndrewT_VZW
Follow us on Twitter @VZWSupport
If my response answered your question please click the �Correct Answer� button under my response. This ensures others can benefit from our conversation. Thanks in advance for your help with this!!
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HWBA
Enthusiast - Level 2

No, my apps are all updated.  This crap started immediately after I ignorantly installed the lollipop update a month ago. Phone was perfect before that. This sucks.

Sent from Yahoo Mail on Android

>> Edited by Verizon Moderator to comply with the Verizon Wireless Terms of Service <<

HWBA
Enthusiast - Level 2

Update was.2-24-2015. I am having all the same issues as everyone else on the board. When I had my Droid RAZR it was the same way. I had had that phone over a year, zero problems. Zero. Did y'alls update and I couldn't wait to trade it in. Very very disgusted and more than a little mad.

Sent from Yahoo Mail on Android

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sittingbull
Enthusiast - Level 2

I disabled / uninstalled google+ and Facebook app. Powered phone down.

Then powered phone back on and reinstalled both app's and my battery life

has improved greatly.

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vzw_customer_support
Customer Service Rep
We're sorry to hear you're disgusted with your phone. Updates are designed to improve the overall function of the device. Although many are having similar issues, please tell us more about exactly what's not working properly on your device.

SheritaH_VZW
Follow us on Twitter @VZWSupport
If my response answered your question please click the �Correct Answer� button under my response. This ensures others can benefit from our conversation. Thanks in advance for your help with this!!
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stef7
Master - Level 2

Sherita, the reports are pretty consistent in many threads. There's really no need to solicit from additional S5 owners what problems they are experiencing, sometimes even after one or two FDRs. These problems are well documented across many threads on the site here.

This update to Lollipop has not brought improvements and only significant performance, reliability and usability issues to many users with the S5 on the VZW network.For many, a perfectly operating device and associated VZW services have been compromised.


They need a very generous dose of easily obtained, highly proficient and targeted assistance.

ckronengold
Enthusiast - Level 3

I couldn't be more disgusted.

Worse, my local verizon wireless store was so inept that I walked out mid conversation. When I asked what a solution might be, she said, "A Mophie case is the only solution."

When I said, "So you guys sell me a phone that basically doesn't work?" The person that was "helping me" insisted that the updates come from Samsung, not Verizon Wireless, and said, "Well, it comes with 4.4 on it when we sell it to you."

I've never wanted to punch a salesperson square in the face so much in my lif.e

ynggrsshppr91
Specialist - Level 2

Google Makes Lollipop or any other android OS. They send it to the people who make the phone, Samsung and they add what they want their phone to have and send it to the carrier to send to your phone. Verizon never touches the code or any part of the update. This has been covered Extensively by many many different sources including many on this forum.

ckronengold
Enthusiast - Level 3

Not to start a fight, but thats categorically untrue.

VZW is responsible for the QA, just as all of the carriers are responsible for the rollouts of their updates.

If Google/Android or the manufacturers were responsible, they wouldn't be rolled out by carrier. Thats why AT&T still hasn't rolled theirs out. They obviously have a higher quality standard than VZW did on this one.