topic Re: New phone 5g disconnects constantly in Get Support

New phone 5g disconnects constantly

Joshp8r — Mon, 19 May 2025 04:11:11 GMT

Switched to a new phone

Vivo x200s it supports all the public 5g bands yet it constantly disconnects and reconnects from 5g..

4g works fine but is slow

Helppp

Re: New phone 5g disconnects constantly

hairbag1 — Mon, 19 May 2025 05:24:26 GMT

@Joshp8r

not sure how long since you switched to new cellphone...could possibly take a few hours for everything to settle out with the new phone. If it's been a day or two since you switched...maybe someone else in the Community has experience using the Vivo x200s and could provide their experience.

Another option would be to message Customer Support and see if they can pass your question to Tech Support. Click the orange chat bubble on lower right side of page to start that process. Watch the little envelop icon on top right side of page will be highlighted when they respond.

adding...

I see your cell is dual sim capable...if you have 2 sims in the phone, try removing the sim that's not Public Mobile.

Re: New phone 5g disconnects constantly

BKNS27 — Mon, 19 May 2025 05:41:20 GMT

@Joshp8r

Did you check if you are in a 5G zone?

https://www.publicmobile.ca/en/coverage

If you are within a 5G zone. Reset your Network Settings on your phone.

Re: New phone 5g disconnects constantly

Phil_Adelphus — Mon, 19 May 2025 10:41:21 GMT

@Joshp8r Is this mostly when you are indoors? Does it happen particularly when making a phone call? 5G signal isn't as good at penetrating buildings as 4G/LTE, my iPhone is 5G capable and on a 5G plan but it never gets 5G in my house, but it stays on LTE and only switches to 5G when I am out and about in areas where the 5G signal is stronger. There is a setting in iPhones that allows the phone to switch depending which is more appropriate at the time. Having said that, the LTE speed is still plenty fast, even approaching PM's 5G throttle maximum.

Re: New phone 5g disconnects constantly

sheytoon — Mon, 19 May 2025 13:42:28 GMT

@Joshp8r according to this page: https://www.vivo.com/en/products/param/x200

These 5G bands are supported:

n1/n3/n5/n7/n8/n20/n26/n28/n38/n40/n41/n75/n77/n78

Telus only uses n5 (very few markets like Toronto) and n78 at the moment. n5 is only available on 5G SA in Toronto. n78 is more widely available and can be used for 5G SA and 5G NSA, but the coverage/range is poor.

5G SA is currently not available on PM. If you're on 5G NSA, it'll depend on your phone's 5G icon implementation. I suspect your phone uses Config A to display the 5G icon, which means you'll only see 5G when you're connected to n78.

https://productioncommunity.publicmobile.ca/t5/Get-Support/5G-overview/m-p/964047/highlight/true#M667414

Re: New phone 5g disconnects constantly

hTideGnow — Mon, 19 May 2025 14:09:40 GMT

HI @sheytoon , and Telus mainly uses n66, right So, the lack of n66 is the main reason for the problem?

Re: New phone 5g disconnects constantly

sheytoon — Mon, 19 May 2025 14:53:55 GMT

@hTideGnow n66 was the first 5G band, but I think these days n78 is carrying more traffic. Being able to use n66 is also going to depend on the NSA combo supported by the phone. International phones tend to support n78 combos, but not n66.

For instance, if you have a phone that supports n66, but not with LTE B2 or B7, it won't work on NSA on Telus.

Ultimately it depends on the combo supported by the phone and the 5G icon implementation.

When Telus users are outside of n78 coverage, they should be able to use n66 or n71 depending on the market.

Re: New phone 5g disconnects constantly

Joshp8r — Mon, 19 May 2025 16:27:36 GMT

Hello thanks for the detailed response,

Unfortunately the linked specifications are for a different device the x200s supports additional 5g bands including all of the ones currently offered by Public mobile.

I've tried manually setting SA vs NSA and the other way around, no luck, swapped sim slots, changed every setting possible etc.

Re: New phone 5g disconnects constantly

Joshp8r — Mon, 19 May 2025 16:28:34 GMT

Unfortunately this happens no matter where I am, public mobiles data map shows my entire area having great 5g and the phone gsts full bars but disconnects anyway.

Re: New phone 5g disconnects constantly

Joshp8r — Mon, 19 May 2025 16:29:01 GMT

Yes it's in a great 5g zone, perfect reception on other devices

Re: New phone 5g disconnects constantly

Joshp8r — Mon, 19 May 2025 16:33:18 GMT

Thanks for your detail response,

I've confirmed that this device supports both n66 and n78, both bands that public mobiles uses for 5g as well as 4g b2 etc

Re: New phone 5g disconnects constantly

sheytoon — Mon, 19 May 2025 18:35:04 GMT

@Joshp8r thanks for pointing that out, I see it now

https://www.vivo.com.cn/vivo/param/x200s

Unfortunately there's no way to know from the spec page which NSA combos are supported. Just because it supports B2, B7, n66, it doesn't mean it supports B2 with n66, or B7 with n66 in a combo.

Also keep in mind config A will show 5G less often than other phones that are config D.

Re: New phone 5g disconnects constantly

Joshp8r — Mon, 19 May 2025 18:48:42 GMT

From what I see it supports a lot more of the combo bands than my last device, the issue isn't that the signal doesn't show up. The issue is it constantly drops the public mobile name off of the carrier list and the sim status switches to "unknown"

Re: New phone 5g disconnects constantly

slusagm — Mon, 19 May 2025 18:51:24 GMT

@Joshp8r

from what you said, it could be weak signal in your area as well as device problem

try to reseat the sim card. and if possible, try your sim on another phone

Re: New phone 5g disconnects constantly

sheytoon — Mon, 19 May 2025 22:38:49 GMT

What happens if you disable 5G and force your phone to 4G only?

Re: New phone 5g disconnects constantly

Joshp8r — Mon, 19 May 2025 23:43:53 GMT

As previously mentioned, 4g works perfectly fine

Re: New phone 5g disconnects constantly

Joshp8r — Mon, 19 May 2025 23:44:25 GMT

Signal strength is full bars on both 5g and 4g. Moving the sim around doesn't change anything

Re: New phone 5g disconnects constantly

dw2themax — Tue, 20 May 2025 00:30:36 GMT

It is likely the area you are in has weak 5G signal and your phone is set to automatically go to the cell type that is stronger and in your area likely has more 4G equipped cell towers.

Re: New phone 5g disconnects constantly

Joshp8r — Tue, 20 May 2025 01:26:44 GMT

Nope that is not what is happening. As previously stated, both connections have full strength signals and pass all strength tests when connected. Other devices also report strong 5g. I've tried different areas and towers, same issue.

Re: New phone 5g disconnects constantly

slusagm — Tue, 20 May 2025 01:30:33 GMT

@Joshp8r wrote:
Moving the sim around doesn't change anything

@Joshp8r

which other phone you have tried then ?

and if it works perfectly on 4G, then it is a lack of proper 5G band on you phone. honest, for most of us, the 5G speed has not much advantage over 4G. if 4G works well, I would stick with it

but if you like, ask PM to check. Simply open ticket with PM using the Orange Chatbot icon on the lower right. (For 2FA code when login, use email to receive code instead of SMS if you cannot receive the text on the phone.) When open Chatbot ticket, Type the question Submit ticket and select Contact Us to get to ticket open screen
Or you can also message PM using this link:
https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

PM will reply to your community inbox, between 9AM-10PM EST (Mon-Sun), check here:
https://productioncommunity.publicmobile.ca/t5/notes/privatenotespage