Mobile internet dropping out continuously

Seadrex · ‎05-10-2024

The last fortnight or so (possibly slightly longer but I don't think so) my mobile internet has gone from pretty much perfect to a nightmare. In areas where I would usually have 4g and perfect signal, I now find the internet either disappears completely or displays the E symbol, the VoLTE symbol flashes on and off like it's available then unavailable multiple times a second, and my actual phone signal is tanked while this is happening.

I only noticed this start after I installed the latest security update although I have been searching for days and can't find anyone else having a problem with the update so I suspect it's sheer coincidence, but I mention it just in case.

I've tried checking for updates, clearing the cache of various apps mentioned in posts with similar problems, resetting the network connections as advised in other posts, turning off 2g and 5g in network options, turning off the developer option to keep the mobile data constantly on... Nothing.

I've only noticed it happening with I'm on mobile data, and then only when I'm outside of the house. I can't call customer services because I have a toddler and a phone call that could last 5 minutes or several hours simply isn't on the cards for me, live chat doesn't seem to exist on my help section in the app, and my nearest EE shop is over a half hour away by car which isn't an option for me at the moment.

Twitter just says to check the network in my area but when I try I get an error message (I'm not the only one who's having that issue so I suspect the problem is the network checker rather than the network itself)

I'm using an up-to-date Moto G54 5g (android 14) and I'm on pay as you go with a subscription pack )I can't see that mattering because the phone is almost a year old and the subscription pack is even older but you never know.)

So, does anyone have idea what the heck is going on? I don't have another phone I can put my SIM into, but the SIM is only as old as the phone so I can't see how it could be either of them that's at fault, especially as a friend has the same phone (locked to a different network) and isn't having problems (I have taken out, wiped, and reinserted in the SIM just in case, although the phone hasn't been banged or dropped so I didn't expect it to help)

Sorry for the wall of text, being annoyed makes me blabber

Seadrex · ‎13-10-2024

I don't know if this code is specific to Motorola phones, or even just to the G54 5g handset I currently have. Turning on 5g seems to be the only solution that currently works, but you may need to do a deep dive to find out how to open the 'hidden' menu to do it on your handset

bristolian · ‎13-10-2024

@Skip6163 wrote:

I now find the internet either disappears completely or displays the E symbol, the VoLTE symbol flashes on and off like it's available then unavailable multiple times a second, and my actual phone signal is tanked while this is happening."

Does the issue persist after toggling flight mode? i.e. only when your phone is in standby/idle?

Skip6163 · ‎13-10-2024

In Standby/idle...ie ready to receive/make calls. If I instigate Flight Mode for...say 3 seconds....then turn FMode off again, then the phone is 100% ok for a while....then when I next look, say after an hour, VoLTE is flashing again, and I cannot make or receive calls.

Tried turning 5G off in Settings and 2G on, in various combinations. No joy. Thanks.

Seadrex · ‎13-10-2024

Turning off 5g in regular settings, things like turning off voice over 5g and editing the APN didn't do anything for me. Even using an app to set my network mode to 4g didn't work, I had to use the 'secret code' to access the hidden debugging menu to disable 5g in its entirety, so maybe theres another way to turn it off on your phone too?

Skip6163 · ‎13-10-2024

Thanks Seadrex. If it carries on like this, I'll utilise your "Nuclear" option ☺️

Let you know.

Thanks again 👍

Jamie200779 · ‎20-10-2024

I have also been having the same issue you described what I was experiencing to the letter. I have the same handset which is only 6 months old and until recently working faultlessly. I went to my local store after googling the issue with results that it could be a faulty SIM and got a replacement but issue still occurs. The store said that if it did that it may be the handset but after reading the comments here it can't be.

I don't think that turning off the 5g should be the solution as we pay for this service so it should work as it has done faultlessly for the last 6 months surely it's not to much to ask that ee put out another update fixing this issue.

My son also has the same handset with Tesco contract and isn't having any of these issues. Considering we're using the number one supplier this seems a silly issue to be having.

Skip6163 · ‎20-10-2024

Speaking to a pro mobile repair technician, he says he's had a few people bringing phones in for this issue. It appears ,(allegedly also on other networks), that it's to do with the switch off of 2g/3g. Mine's been ok over last cpl days without any code entry or 5g disablement🤞 Also, my old mobile, 4g only, didn't have the problem when I installed my sim in it for a week or so.

Still monitoring.

Seadrex · ‎20-10-2024

Oh I 100% agree, having to disable 5g is absurd. Unfortunately it's the only thing that has worked. I haven't had a single problem since I did it. I also never had a problem prior to the last few weeks but I have no idea what EE changed to cause this issue and it's literally impossible to get hold of anyone at EE to ask them. To be perfectly honest, I highly doubt anyone there would be able to give me a straight answer anyway and I'll probably be moving to a different network soon (after being a customer since before the merger) simply because I'm so fed up right now.

As a stopgap measure disabling the 5g does work to fix the signal issues. As to when the cause of that issue will be solved, I can't even begin it guess. That's on EE. So it'll probably be when 6g becomes a thing

bristolian · ‎20-10-2024

@Skip6163 wrote:

Speaking to a pro mobile repair technician, he says he's had a few people bringing phones in for this issue. It appears ,(allegedly also on other networks), that it's to do with the switch off of 2g/3g.

Still monitoring.

The dangers of someone who may be good at repairing devices, suddenly thinking they're an expert at radio engineering!

2G is still alive & kicking. 3G was sunsetted for EE & VF at the start of 2024, 3UK are in-progress now, and O2 are just now making plans.

Endoxa · ‎21-10-2024

Have been having exactly the same problem with my G54. Kept thinking it was resolved but then came back again. Wondering if it's a Motorola thing rather than an EE thing as it seems like G54 keeps popping up in relation to this problem. I've just nuked the 5g so it's fingers crossed!