We apologize about the device issues. This surely is not the experience we want you to have with your phone. As for the link, it worked when I clicked on it and brought me to the troubleshooting page for the Samsung S5. Please try this link http://vz.to/12TLCsR 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!!