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08-11-2020

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No service

2020-08-11, 12:19 PM

I just upgraded from the Moto G6 Play to the Moto G Fast.  I had the G6 for 3 years and it was a great phone.  So far the G Fast appears to be a better phone except for one issue.  This issue I'm having is the G Fast does not get service at my work.  The G6 had no issues.  I'm on the same Boost Mobile network and they show both 4G and 3G coverage over my entire city.  When I leave the building, the 4G network will kick in after about a minute.  I'd be okay with slow service, but I do not receive texts or phone calls which is a big deal.  Anyone have any suggestions? 

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10555 Posts

03-05-2018

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Re:No service

2020-08-11, 17:45 PM

Hi Mags24,

 

I understand how you feel. I had experienced this with that certain location/area. Can you please confirm if you're the only one experiencing this at your work place? Also, what's the environment in your work place (surrounded by computer/electronics, open/wide area)? Please update your profile with the current phone, carrier and serial number -- this will help me investigate. Please make sure that the options under Settings > System > Motorola Privacy are on as well, and let me know (just reply here) if it's okay for me to look at your apps to see if they are a source of problems.

See here for the instruction. Please let me know, I will be waiting for your response. Thanks!

 

Best regards,
Rich
Motorola-Lenovo Support



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5 Posts

08-11-2020

US

13 Signins

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  • Posts: 5
  • Registered: ‎08-11-2020
  • Location: US
  • Views: 80
  • Message 3 of 10

Re:No service

2020-08-11, 19:35 PM

Hi Rich,

 

My profile was updated and you can check out my phone.  I am in an office environment with a personal office.  The rest of our office is an open floor plan and every cubicle does have a computer.  I am not aware of any other person having a similar issue in our building.  And it does not matter which location I am in, I do not receive a signal until I am outside our building, which was not the case with the Moto G6 Play.

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10555 Posts

03-05-2018

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  • Message 4 of 10

Re:No service

2020-08-12, 13:59 PM

Hi Mags24,

 

Thank you for that information. Do you still have your Moto G6 Play? If so, can you get me a bug report from both G6 Play and G Fast? It will help us compare the network information. but if you no longer have access to your G6 Play, just generate a bug report with your G Fast. 

 

To capture Bug Report:

Go to Settings > About phone > Build number 

Tap Build number seven times. After the first few taps, you should see the steps counting down until you unlock the developer options. Once activated, you will see a message that reads, “You are now a developer!”
Go to Settings ->Developer options -> Enable USB debugging > Toggle On
Enable Settings -> Developer options -> Enable Bug Report shortcut > Toggle On
Once the issue is reproduced: Go to Settings -> Developer options -> Click on take bug report or Press Power button and then choose Bug Report from the Power down menu.
Wait for some time until the bug report is collected. It takes around 3 to 4 minutes to collect the Bug Report.
Then upload the BugReport to your personal Google Drive and then share the link to the BugReport via private messgae.
Provide observations of what you saw happen right before the bug report was taken. Please indicate the local time when you observed the behavior. 

 

Please let me know here if you have sent the bug report. I will be waiting for your response. Thanks!

 

Best regards,
Rich
Motorola-Lenovo Support



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5 Posts

08-11-2020

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Re:No service

2020-08-18, 17:39 PM

Hey Rich,

 

I just completed the bug report.  It was taken around 1:30 EDT.  Prior to the bug report, I was in the parking lot and using the phone as expected.  Text, Phone Call, Twitter, and a game.  I walked into my work and the entire network was lost.

 

As for the private message, I am not sure how to do that.  The bug report is uploaded to my Google Drive and ready to share.

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10555 Posts

03-05-2018

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Re:No service

2020-08-19, 18:14 PM

Hi Mags24,

 

Thank you so much for the details. Sorry if I wasn't clear with my instruction. You can send a private message to me by going to my forum profile (just click on my user name) there you will see an option to send private message. Please let me know here once you have sent it. Thanks!

 

Best regards,
Rich
Motorola-Lenovo Support



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5 Posts

08-11-2020

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Re:No service

2020-08-24, 15:18 PM

Hey Rich,

 

I sent the private message.  Can you confirm you received the report or if I need to resend it.  

 

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10555 Posts

03-05-2018

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  • Message 8 of 10

Re:No service

2020-08-24, 19:18 PM

Hi Mags24,

 

Thank you so much for the bug report. Can you set the link to public so we can access it? Please let me know. Thanks.

 

Best regards,
Rich
Motorola-Lenovo Support



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5 Posts

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  • Message 9 of 10

Re:No service

2020-08-25, 12:23 PM

Link sent

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10555 Posts

03-05-2018

US

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  • Posts: 10555
  • Registered: ‎03-05-2018
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  • Message 10 of 10

Re:No service

2020-08-25, 20:06 PM

Hi Mags24,

 

Thank you. I have forwarded it to my team. I will let you know if we have an update on this. 

 

Best regards,
Rich
Motorola-Lenovo Support



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