Latest Android Lollipop v5 software - big problems

[lindaclegg]

I had a perfectly working Samsung Galaxy S5 until 3 dsys ago when it prompted me to install a software update to Lollipop v5.

Since I installed the new software version my smart phone is basically ruined. The device can't stay connected to wifi for more than 60 seconds at a time, apps are running slow and freezing, the back of the device is visible warm and the battery is draining v quickly. I feel like I've gone back in time 10 years as all I can really do with my smartphone now is make/receive calls and text!

The software update has left me with a smart phone that can't do anything 'smart' and I'm furious! I rely on my phone a lot. I called Vodafone who couldn't help and put me through to Samsung Technical Support, and they also couldn't help. I've done a Factory Data Reset and that's made no difference, so I'm asking what is being done to resolve this issue which I know is affecting a lot of people, how long will it take, and what compensation / good will gesture will be given to loyal customers like me who, through no fault of their own, have been left without a working smart phone.

This latest software is evidently not fit for purpose and is riddled with bugs/problems. It should never have been released.

Thank you in advance for your assistance.

[Retired-Laura]

Hi @lindaclegg

Did you do the reset by following the steps below?

1. Select settings
2. Backup and reset
3. Factory reset

This has been reported to fix the issue.

If you’ve tried this, we can take a look at the phone.

See our repair process and how to send the phone to us.

Cheers,

Laura

[hrym]

Definitely try a reset, but don't forget to back up your content and make sure your contacts and calendar are fully sync'd first.  If you want to keep call logs and SMS messages, there are 3rd party apps than can back them up for you.

[SteelCity185]

I have had the same problem with Lollipop.  I can be sat within 2 metres of the WiFi router with a signal which is classed as "Very Strong" and yet my phone is still dipping in and out of the WiFi connection.  This results in data being downloaded via the mobile network, so I am being penalised for exceeding my monthy data allowance.  And there is a lot of data as all the Apps are updating to be Lollipop compatible.

Yes, I have backed up.  Yes, I have gone to factory reset and spent a happy evening logging in to Apps and re-setting passwords.  No, it isn't the phone that is at fault - it worked perfectly well before the upgrade.

Is there a Lollipop 5.1 due soon to correct these problems?

[hrym]

It might be worth talking to a Samsung repair centre and asking about a re-flash of the software.  If a reset hasn't solved the problem, it's possible the update didn't work fully.  Personally, I'd probably do a reset before an update ratehr than after, just to make sure the device had all the resources possible.  Or, at least, a restart, just to clear some stuff out of RAM.

[lindaclegg]

Thanks for the advice Laura in the Tech Team. I did the Data Factory Reset exactly as described above but it did not make my phone work ant better. I'm not going to be further inconvenienced by sending you my phone for repair and be without it. The phone was fine before this atrocious software was downloaded onto it. The phone isn't broken, it's the software that's at fault.

How can I revert to KitKat please? I'm totally fed up of this situation now and would like to know how this is going to he promptly resolved and what compensation I am due for this inconvenience and basically being left with a phone that no longer works and services I cannot use even though I am paying a monthly contract premium!

I await your reply .

Thank you.

[hrym]

This is almost certainly a failure of some kind in the update process.  After the event, it's unlikely to be possible to establish what might have caused that.   If a reset doesn't solve the problem, the next step would be a complete re-flash of the firmware.  The best route for this is probably to talk to a Samsung repair centre.

[Ben_H]

Hi @lindaclegg

I'm sorry if a factory reset hasn't worked this time.

If you're a Red Plan or Vodafone Cover Me Insurance customer, our stores can offer a loan phone for you to use while your device is sent away.

If you'd rather not use our repair process to have your phone restored, please visit your local Samsung Service Location. They will also be able to return your phone to KitKat if you'd rather not have the updates for now.

As your airtime and handset agreements are separate, we'll be unable to compensate you for loss of service.

Thanks,

Ben

[davidgorringe]

After the update my phone is a bundle of scrap. It freezes, does random things; can't hold a wifi connection and can drain a battery in 12 hours standby.

I tried a soft reset which didn't help. I have now carried out a factory reset.

Phone still a bundle of scrap.

[hrym]

That sounds like a repair job, then.  Follow the links in Ben_H's post above yours.