The two largest cell phone operating systems are iOS from Apple and Android from Google, so you're probably using one of these for your own cell phone. Both Apple and Google provide updates that provide new features and fix things like security bugs. The latest Android release was dubbed KitKat, or version 4.4.2 and it came out about a month ago or so. My oldest son had read up about the new features and encouraged me to upgrade, so I did.
My upgrade to KitKat was flawed, because all of a sudden my bluetooth headsets started to crackle and disconnect. The only way that I could make my bluetooth headsets work was to hold the phone two inches away from the headset, so that was certainly not practical. A quick Google search revealed that hundreds of other cell phone users were experiencing the identical issue as me, Android 4.4.2 had effectively killed their bluetooth capability. I phoned the 800 AT&T support and they suggested, "Oh well, just wait for another release to fix this issue."
What, and in the meantime, how do I operate hands-free?
Not satisfied with that answer, I phoned up the local AT&T Customer Service on Barbur Boulevard in Portland. They told me to come visit the store for diagnosis. The local tech asked some questions, then decided to re-image the phone by installing their master version of 4.4.2, and as a side effect it would remove all of my Apps. I signed the consent form, and waited maybe 12 minutes.
He handed me the phone back, and then paired my bluetooth headset, it now worked just fine.
I was so glad that my local tech support guy at AT&T knew what to do in order to make my phone work again, because I always use my bluetooth headset and it allows me to keep my hands free for typing or driving. I learned not to always follow the advise from the 800 number.