topic Re: Phone not connecting to network in Get Support

Phone not connecting to network

SandyE — Mon, 08 Aug 2022 22:53:08 GMT

I have a Motorola Moto G Power (2020) and it is not connecting to the cellular network. I am camping in Northern Saskatchewan and there should be LTE Telus network, and we have another phone (iPhone 6) on Public Mobile that is connected fine, so there is definitely coverage. We have tried resetting the network settings but that doesn't help. Any other suggestions? This phone has been "flakey" with connecting to the network even in the city, so I feel like there must be some issues with the settings.

Re: Phone not connecting to network

will13am — Mon, 08 Aug 2022 15:16:47 GMT

@SandyE , what is the signal strength showing on the iPhone 6? It could be that the coverage is rather spotty and the iPhone has better cellular performance than the Moto G.

Re: Phone not connecting to network

hairbag1 — Mon, 08 Aug 2022 15:16:47 GMT

If you have connection problems even in city...it's gonna be worse in the north Sask hinterland.

Re: Phone not connecting to network

SandyE — Mon, 08 Aug 2022 15:18:25 GMT

Ok, but why do we have issues with this phone and not with the other 3 phones we have with us? There is good cell network here.

Re: Phone not connecting to network

esjliv — Mon, 08 Aug 2022 15:18:43 GMT

@SandyE settings on your Moto is likely the culprit.

You could try swapping sims with the iphone user to see if your SIM card reacts the same..that is, if you have a pin to find to open the sim slot camping. 🙂

Try, manually selecting the 3G / WCDMA ONLY network in your Mobile Connections area in your settings (temporarily) on your Moto G. Does that help ?

Re: Phone not connecting to network

SandyE — Mon, 08 Aug 2022 15:22:20 GMT

If we select only 3G, it says there are no networks found. Will try swapping the SIM card.

Re: Phone not connecting to network

Meow — Mon, 08 Aug 2022 15:29:35 GMT

As you have multiple phones, switch SIMs and see if if it is SIM or phone issue.

Are other phones with PM?

Re: Phone not connecting to network

SandyE — Mon, 08 Aug 2022 15:30:57 GMT

I have 4 bars of signal on my Samsung which is on Telus (so I assume same network as Public Mobile). I don't have the iPhone 6 with me right now. But cell coverage is solid. I have enough coverage to Hotspot the MotoG from my Samsung, we can stream videos etc. So I don't think that is the case, unless the MotoG is really horrendous?

Re: Phone not connecting to network

SandyE — Mon, 08 Aug 2022 15:33:19 GMT

I will try switching SIM cards if I can find a pin. We have an iPhone 6 with PM, a Samsung with Telus (so I assume same network) and another iPhone with Bell.

Re: Phone not connecting to network

hTideGnow — Mon, 08 Aug 2022 15:34:22 GMT

@SandyE is your MotoG a Canadian model? Some overseas versions have less compatible bands

Re: Phone not connecting to network

SandyE — Mon, 08 Aug 2022 15:50:08 GMT

I think it is a Canadian model. We purchased it at Costco in Calgary.

Re: Phone not connecting to network

SandyE — Mon, 08 Aug 2022 16:31:28 GMT

I switched SIM cards with our other PM phone. The SIM card works fine in the other phone (iPhone 6). The SIM from the iPhone does not work in the MotoG.

Re: Phone not connecting to network

hTideGnow — Mon, 08 Aug 2022 16:33:17 GMT

@SandyE wrote:
I switched SIM cards with our other PM phone. The SIM card works fine in the other phone (iPhone 6). The SIM from the iPhone does not work in the MotoG.

HI @SandyE So, I think that confirmed it is a device issue and not PM

check MotoG System menu to find the exact model. It could be the lack of compatible bands to work with the limited coverage up there

Re: Phone not connecting to network

BKNS27 — Mon, 08 Aug 2022 16:51:47 GMT

@SandyE

It sounds like the Moto is your problem.

Maybe try a factory reset and see if the Moto works after it has been reset.

Re: Phone not connecting to network

esjliv — Mon, 08 Aug 2022 17:36:06 GMT

@SandyE wrote:
If we select only 3G, it says there are no networks found. Will try swapping the SIM card.

@SandyE - If you had services on your Moto before going camping, it is likely the towers near you. They may not support 3G.

Telus offers voice over LTE. PM, not known for this. So, wherever Telus/Bell 3G you should be able to have service.

Re: Phone not connecting to network

SandyE — Mon, 08 Aug 2022 18:42:39 GMT

I think there is only LTE here, not 3G. My Samsung that is on Telus is working great but says it is connected to LTE.

Are you saying that PM doesn't work with LTE? But then why is out PM iPhone working here? Sorry I'm so confused and don't understand all this 😞

Re: Phone not connecting to network

esjliv — Mon, 08 Aug 2022 18:47:42 GMT

Sorry, I may have misunderstood. At first, I see you said the iphone is with Public Mobile, then later I thought I understood the iphone is with Telus.

Are other phones actual Public Mobile customer(s) ?

If so, i'd lean more towards @will13am post: https://productioncommunity.publicmobile.ca/t5/Get-Support/Phone-not-connecting-to-network/m-p/857389/highlight/true#M580621

Re: Phone not connecting to network

Timer — Mon, 08 Aug 2022 21:14:54 GMT

@SandyE

your SIM card if fine on other device then your device is have a issue

tried to Factory Reset Erase All Content & Settings

or Hard Reset Wipe Data / Restore Defaults.

before you do this if you need to back up your info for ( all contact number/photos/videos).

Re: Phone not connecting to network

SandyE — Mon, 08 Aug 2022 22:41:53 GMT

We have 4 phones with us:

MotoG with PM - won't connect

IPhone 6 with PM - works fine

Samsung with Telus - works fine

IPhone with Bell - works fine

When I swap the two PM SIM cards (MotoG and iphone 6) the SIM cards both work in the iPhone but not in the MotoG.

However, the MotoG briefly connected to the network this afternoon.

Re: Phone not connecting to network

computergeek541 — Mon, 08 Aug 2022 22:55:19 GMT

@SandyE wrote:
We have 4 phones with us:
MotoG with PM - won't connect
IPhone 6 with PM - works fine
Samsung with Telus - works fine
IPhone with Bell - works fine

When I swap the two PM SIM cards (MotoG and iphone 6) the SIM cards both work in the iPhone but not in the MotoG.

However, the MotoG briefly connected to the network this afternoon.

If you go to www.devicecheck.ca, what is the status of your device if you enter the IMEI?