New phone 5g disconnects constantly

[Joshp8r]

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

[slusagm]

I agree with @sheytoon , if 4G works great, stick with it.  5G is good and fast, but for majority of us, the extra speed is unnecessary and generally it kills battery faster 

[sheytoon]

@Joshp8r maybe this isn't what you want to hear, but I'd just leave it on 4G and move on.

I still think your phone is config A, and you're comparing to other phones that are config D. Now in terms of why it's losing service sporadically, it might be trying to register on SA, which will fail, and eventually try 4G and NSA.

The last part is just a guess, we'd need to see detailed logs to nail things down.

[dw2themax]

based on the details you have included, then I can only rule out that your smartphone came with a weak 5G transmitter as a lot of smartphone benchmarks have also touched and benchmarks on similar matter of this topic.

[Joshp8r]

According to specs the x200s supports both the required bands for public, 

I used the exact same sim previously in a xiaomi 11 ultra which supports only 1/2 5g bands in the exact same areas, no issues. 4g speeds on public are kinda terrible, 15mbps avg no matter the device in the city

[slusagm]

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@Joshp8r wrote:

 Moving the sim around doesn't change anything 

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@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 

[Joshp8r]

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.

[dw2themax]

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.

[Joshp8r]

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

[Joshp8r]

As previously mentioned, 4g works perfectly fine

[sheytoon]

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

[slusagm]

@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

[Joshp8r]

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"

[sheytoon]

@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.

[Joshp8r]

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 

[Joshp8r]

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

[Joshp8r]

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. 

[Joshp8r]

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. 

[sheytoon]

@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.

[hTideGnow]

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

[sheytoon]

@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#M66...

[Phil_Adelphus]

@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.

[BKNS27]

@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.

[hairbag1]

@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.