Data and Voice Calls Issues Moto G 5G

[SEP8002]

Hi

Moved over to Voda a few months ago and have been having both mobile internet and call issues in a number of places.

Anyone else using a Moto G G5 on Voda and are you having any issues, just want to rule out an issue with my device before I contact Voda support.

Thank you

[BandOfBrothers]

One good way of troubleshooting is to try your sim card in another phone and then see what happens which will help rule out the sim card or your account.

Sim cards can be replaced by a sim swap at a Vodafone Highstreet Store,  but take ID or ask Vodafone customer services for a blank sim card and perform the sim swap at home.

Perhaps try another sim in your phone.

You can check the masts by inputting your postcode in the Status-checker. 

Vodafone also have a help thread with template in Network-issues-initial-checks-and-template  @SEP8002 

[SEP8002]

Morning,

Thank you for replying.

I have previously tried the SIM in another phone and had the same issue.

When checking mast issues on the Voda app no issues are shown, and prior to moving to Voda I was with EE on the same phone and did not have any issues.

May just try the SIM swap options and see how it goes.

Thank you

[SEP8002]

1) Does the issue happen in just one location?

No, I have had the same issue in multiple places HA7, NW9 , HA1 

If so, how far do you have to travel to regain service?

Once outside the building I get service.

 2) What is the full postcode (e.g. ST1 1AA) of where the issue occurs?

NW9 0AS and also at home which is in my profile.

3) Does the issue occur if you try your SIM card in a different phone?

Yes, I have tried using another phone for a few days and have had the same issue.

4) What errors are seen or heard when the issue occurs?

Just dont get an data, and at time voice calls.  On the phone sometime it shows 4G+ but cannot connect to any websites.

5) Does this happen on 2G, 3G, 4G or all?

All

6) When did you first notice this issue?

Since I have moved over to Vodaphone.

7) Is the issue permanent or intermittent? If intermittent, are there certain times of the day when it occurs?

Intermittent in most locations, but have always had issues with the locations in point 2.

Thank you

[SEP8002]

Sorry forgot to add I have already tried an sim swap and no joy with that either.

Thank you

[Amanda]

Thanks for sending that information over @SEP8002 - from the details you've provided it does sound like it's the buildings themselves that are blocking the signal - this is backed up by the fact you regain normal service when you go back outside. 

NW9 0AS should have good 3G and 4G outdoors, but some things can effect this out of our control, such as the structure of buildings or trees. I can also see that there's maintenance work in three separate areas surrounded this postcode, meaning more people will be connecting to your local masts, resulting in higher traffic than normal. 

Your home postcode is also in a good outdoor 3G and 4G area and also a good outdoor 5G too. I've checked your local masts and they all appear to be working as expected. We can ask our Network team to take a further look for you, we'll just need three screenshots of speed tests from speedtest.net carried out at different times over the next 24 hours. Please come and chat to us over social media so we can get these from you and also check your mobile number on the network, to see how it's updating. 

[SEP8002]

Hi @Amanda,

Thank you for your reply. I understand that indoor there could be signal issues, but as an example I am outside today in 

HA8 7RJ and the Voda site says I should get good 5g signal, yet I am only getting 4g at probably 2g speeds.

No issues showing on the app, so why would we not get 5g or decent speeds.

Thank you

 

[Amanda]

Thanks for getting back to me @SEP8002 - please come and speak to my team over on social media, as mentioned above. 

We'll then be able to run through some checks with your number and raise this to our Network team if needed.