The woman did you a BIG favor. If she had told you over the phone to do a battery pull, the problem would have been solved, and you wouldn't have given it much thought. Then when something else went awry, you would have been fussing and stewing about the new problem and probably forgotten all about the battery pull. As it stands now, you will never forget about trying a power down and battery pull first, before driving to a Verizon store for some help. You have been saved from a lot of future frustration. And you can apply this lesson to your PC. The next time it acts up, try a shutdown and restart and it may clear up some of the problems.... I drove 35 minutes to the local Verizon Store and all they did was take the battery out and put it back in. How come the woman on the phone couldn't say this? ...