swanson102508's profile

Tutor

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3 Messages

Mon, Sep 5, 2016 2:30 AM

LG G5 network connectivity issues

My wife and I both bought LG G5 phones.  
We are having issues in certain areas(Minneapolis/St. Paul), where we are unable to get data connections.  When I'm at home, 20 minutes north, I've only seen the problem once or twice.  The phone constantly switches between 4G and No Service.  This happens everyday, and all day i'm at work, and has been going on for a month. 

 
If you turn mobile data off, the connection stabilizes after a few minutes and you can do calling and text. 

We've factory resest our phones and are still having poblems with this.  

 

I'm at work 45 hours a week, and I am unable to use mobile data.  I've gone outside of my building, walked around and it doesn't solve the problem.  We got the phones in April, and didn't have this problem until July.  

ATTHelp

Community Support

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191.9K Messages

Il y a 6 y

Hi there @swanson102508!

 

I’m sorry to hear about the trouble you’ve been having with your cellular data around Minneapolis!

 

Consistent signal is key to any good cellular experience, so we’re glad to help!

 

Isolated issues can be best assessed by using our Online Troubleshooting Tool for Internet.

 

However, since this seems like it may be linked to certain areas consistently, I would suggest at the very least, reporting them using our Mark the Spot Application. This is a great tool that lets you send our network engineers data on the problem areas directly!

 

Tim, AT&T Community Specialist

Teacher

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9 Messages

Il y a 6 y

It is definitely not you, it is an AT&T problem.  My wife and I also both have G5s and are also in the Mpls metro area.  We both also have the EXACT same problems as you.  Sometimes the phone will go from a strong signal to "No Sevice" and back repeatedly every few seconds (killing the battery in the process). Sometimes it will lose a WiFi signal and refuse to pick up a data connection even with four bars.  I've been through the whole company troubleshooting routine (e.g., restart the phone, put it in safe mode, reset the phone back to factory defaults, etc.).  Went so far as to get a warranty replacement which arrived two days ago.  Guess what?  The new phone does the exact same thing too!

 

A couple things to look for:

 

Some places seem to be worse than others.  Mine goes berzerk downtown and in Rogers, but less so in between.

Once it starts, the phone doesn't recover when to travel back to a "better" location.

This all started very shortly BEFORE the current firmware version (the one that adds WiFi calling) rolled out, like there is a glitch in the way the network and phone negotiate the handover to WiFi calling even when there is no reason to hand over, and the network change screwed up everybody even if they didn't have the update yet.

It happened again today, and I tried to shut off the new WiFi calling option - it would NOT let me even shut it off.  I had to reboot just to toggle it off.

My current experiment is to leave WiFi calling turned off.  The firmware might be OK, but the network end isn't ready for prime time yet, and AT&T seems to be oblivious to the problem.

Tutor

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3 Messages

Il y a 6 y

EvilBob, 

 

Thanks for your reply.  I forgot about this post for a bit as I went through the same process as you. 

 

I received a warranty replacement as well, and still have the same problem.  It's nice to know I'm not the only one experiencing this problem.  
Hopefully it's fixed soon.  

Tutor

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3 Messages

Il y a 6 y

I am still in the process of troubeshooting.  They have sent me out a Galaxy S6 to see if it works.  I brought the S6 into work today and placed the SIM card from my G5 in my S6 and the S6 works without issue.  I haven't dropped network connection once. 

It seems to be an OS issue with the G5 after the update in July/August.  

When I spoke to support on the phone, AT&T had no knowledge of an issue with the G5.  I'm not sure what's different about Minneapolis, but maybe not that many people have a G5.  


ATTHelp

Community Support

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191.9K Messages

Il y a 6 y

Hi @swanson102508 and @EvilBob!

 

I’m sorry to hear you are both continuing to have these network service issues. We want to ensure that you have fantastic connectivity to the AT&T network. I’m happy to help!

 

Thank you both for providing the troubleshooting steps you’ve already tried. They are always appreciated and they are a great source for others as well.

 

On September 30, 2016, there was a new software update made available for the LG G5. If you’ve not already done so, please download and install this update so we can verify if this resolves the connectivity situation.

 

Please ensure you have AT&T signal and are connected to Wi-Fi, then from the home screen, pull down the notification shade and tap Settings > General > About Phone > Update Center > Software Update > Update Now and follow the steps to complete the download and install.

 

Please let us know if this fixes the problem and have a great day!

 

 

Fiona, AT&T Community Specialist

 

 

 

 

Cloudscout

Mentor

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13 Messages

Il y a 6 y

I've been having this same problem with my LG G5 as well and, surprise, I'm ALSO in the Minneapolis area.  There are a few locations where it will always exhibit this behaviour:

 

- Near the I-394/Highway 100 interchange in Golden Valley

- Q. Cumbers restaurant near France Ave S and W 76th St in Edina

- Near the intersection of W Franklin Ave and Emerson Ave s in Minneapolis

 

Sometimes the phone will return to normal behavior when I get far enough away from the problem area but sometimes I have to reboot my phone for it to start working again.

Contributor

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1 Message

Il y a 5 y

I just got a LG G5 as well and when visiting the downtown Minneapolis Baker Center store  Minneapolis, MN 55402 I noticed my phone doing the signal cycling from 5 bars full LTE to no signal and back continuously. I had the store swap my sim card and then it had no signal at all until I drove to the 494/35W area and restarted my phone. The store said it could be sim lag after switching a sim card. I have not yet been back to the area where the phone exhibited the issue to see if it does with the new sim card. My LG G5 had at the time Android Version 7.0 software version H82020j under software info. So even with Nougat the phone exhibits the same behavior.

 

[Edited to comply with Guidelines]

Teacher

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9 Messages

Il y a 5 y

Same here. I've had the exact same problem in the same general place for
months, both before and after a warranty swap. The recent Nougat update
seems to have made things better (e.g., the phone will recover from the
cycling about half the time) but it isn't fixed. I've also noticed that
the "downtown cycle syndrome" seems to affect my GPS as well (forget about
depending on your phone to navigate to an address downtown... with the G5
you're on your own once you leave the interstate).
ATTHelp

Community Support

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191.9K Messages

Il y a 5 y

Hello @Cloudscout and @tcklord,

 

Thank you for joining the thread. We definitely want to make sure everyone with this issue have been fully taken care of!

 

If you have not done so already, I recommend downloading the Mark the Spot app and reporting the issues in the areas where you are having this problem. We utilize this feedback to better target network optimization and enhancements.

 

Another great way to troubleshoot this is by factory resetting the device. This will help determine whether it is an issue with the software/hardware since it wipes the phone and resets it completely. Please be sure to back up all of your information before doing this or it will be erased! If you would like a step by step tutorial on how to do this, please visit our Device Support Tool.

 

Let us know if this helps! I wish you all a great weekend.

 

Adrian, AT&T Community Specialist

Contributor

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3 Messages

Il y a 5 y

I’m glad I found this forum, as I’m having the same problem with my brand new G5. I live in uptown Minneapolis and work in downtown Minneapolis, and I have this cycling thing at work, home, and just about anywhere in between. All the while, the phone gets hot and I see my data usage through the roof, even though I’ve lost connection. And so I’ve updated my software, and had the network reset with AT&T. My local store referred me to LG tech support, who wanted me to send the phone to Korea to get it looked at. In the meantime, I’d have no phone. If I have to purchase another phone to use while my new phone is being worked on, whats the point of the phone? So I went back to my local AT&T store, this time they referred me to call AT&T tech support to have my network reset again. Talking to tech support again, they referred me back to the store to have the store troubleshoot, since apparently now stores can do that (although they didn’t tell me). I appreciate the help, but starting to tire of the run around.  

So, looking at this forum, AT&T doesn’t seem to have a good diagnosis of the problem. What is my recommended best option here, get a different phone, or a different carrier? Or hope that this problem will be figured out soon..?

ATTHelp

Community Support

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191.9K Messages

Il y a 5 y

Hey @mandin,

 

I appreciate you’ve joined the thread, and I apologize you’re experience similar issues. You’ve reached the right place for help!

 

You shouldn’t have been referred back and forth between our support, I agree with you! However, I am glad you were able to complete some troubleshooting as this helps us pinpoint the problem easier.

 

We are doing our best to continuously optimize and provide optimal service in any way possible. The best way to help us improve is by using the free Mark the Spot app in areas with trouble or poor service. Our networking team utilizes the feedback to better target network enhancements where it is needed.

 

If you are having problems with your device early on and have already completed multiple troubleshooting steps, please be advised you always have the option to return or exchange your device within the first 14 days at the point of purchase. More information on the return policy can be seen here.

 

Thank you for your time and attention to this!

 

Adrian, AT&T Community Specialist

Tutor

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2 Messages

Il y a 5 y

I got the G5 in December in St. Louis, and had fine connectivity there. I go to school in Minneapolis and now must restart my phone multiple times a day because of lost data and network connection, dropping calls, and completely unable to connect. Much of the day I do not have access to WiFi and am stuck unable to use my phone. 

 

I have spent hours on the phone and chat with AT&T support and have not received any solutions to this issue. They have reset and resynced everything possible on my phone, opened a case and closed it, and still I have gone days at a time without data. 

 

Glad to know I am not the only one with this issue. I have been using the Mark the Spot application and keep adding pins, but so far am still losing connectivity everywhere throughout the Minneapolis/St. Paul area. 

Cloudscout

Mentor

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13 Messages

Il y a 5 y

Unfortunately, the Mark the Spot app requires you to have a working connection.

 

That said, I did get the app 3 months ago and flagged places where this problem occurs but nothing has been done.  The problem ONLY happens with the LG G5.  I suspect that any investigation done by AT&T wasn't device specific.

 

It's frustrating that customers have to spend countless hours troubleshooting AT&T's service.  If anyone at AT&T would like to speak with me directly, I will be happy to provide multiple specific locations where this problem can be reproduced reliably.  I'm not willing to waste my time calling a customer support line only to sit on hold waiting for a non-technical person to try walking me through restarting my device, doing a factory reset, etc.

 

I have already done a factory reset, removed my MicroSD card, disabled WiFi and Bluetooth... everything.  The problem is unique to the LG G5 on AT&T in specific physical locations in Minneapolis and its suburbs.  Is AT&T willing to address this issue or is it time for me to find a different carrier?

Teacher

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9 Messages

Il y a 5 y

Amen to that!  I've gone further... spending hours on the phone trying to get past the first level support (resetting phone, blah, blah, blah), even doing a warranty exchange.  My replacement phone did the same thing right out of the box, and what was LG's suggestion?  Send it in for a warranty exchange!  Round and round, with no answer in sight.  LG blames AT&T, AT&T blames LG, and all the while we are sitting here stuck with phones that appear to work just fine, only not on AT&T in Minneapolis.  Come on AT&T, get your s*** together... if you aren't going to fix your network so it works with the very expensive "flagship" phones THAT YOU SOLD TO US, then let us return our phones for ones that you DO support.  At least reply to this thread that you've IGNORED for almost a year now.  Hello?!?  Does anybody work here?!?

 

At this rate, I'm pretty much done with both AT&T and LG.  There are way cheaper options out there, so it's not like I'm giving up anything.  Maybe T-Mobile or Project Fi actually supports their customers.

Cloudscout

Mentor

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13 Messages

Il y a 5 y

Tonight I went into an AT&T store with low expectations.  As soon as I walked in, a guy asked what he could help me with.  I said, "Well, my phone is acting up."  He asked, "What's it doing?"  I took the phone out of my pocket as I replied, "It keeps flipping between NO SERVICE and full signal in certain places."  He looked at the phone in my hand and said, "Ahh, yes.  That's a known problem with the G5.  I had it with mine, too.  Your only options are warranty replacement or getting a different phone.  Unfortunately, a warranty replacement phone probably won't work either but you need to go through the process of getting a replacement anyway, possibly more than once before they'll do something about getting you a different device."

 

He gave me the phone number to call for warranty replacement.  I'm going to try calling them now.  I hate that I have to jump through hoops like this rather than just have AT&T take care of their customers properly up front.

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