I have a similar issue but in my case, I can't even perform a hard reset because the phone remains utterly unresponsive. I gave it to the repair shop 3 times and they made it work via a new firmware, they also replaced the CPU and what not, but it keeps crashing and drops dead after about a week. This is some serious junk, and I would advise everyone to get rid of it and never buy an Alcatel again. Sorry, I can't help you. My advise is: garbage bin. Spend some more money on something that actually works. I go and do the same. So my only help is: you're not alone; other consumers have been ripped off, too.