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No service for 1 week. Google-Fi only tells me they are "escalating" the issue. 2 Recommended Answers 16 Replies 8 Upvotes
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For a week now I have not been able to connect to the network. I've done everything customer service has asked. Cleared cache, data, purchased and installed new SIM, entered the codes to switch networks. Nothing works. Google-FI told me they escalated the issue and someone will contact me "today" or as soon a possible. 

A week later I still don't have a properly working phone. They don't respond to me emails and I get no updates. I have to reach out to them on char, and they tell me the same thing.. "escalated the issue" and their engineers are look into it. This has gone on for a week. I've never seen such terrible service from a company. 

I was an early adopter and advocate for their service, but things have really changed. They did say I could upgrade my phone and that "might" fix it. BUY a new phone to fix the network issue. Why would i buy a new phone for a service that isn't working? I'm at a loss. I think I need to switch to different carrier and get out of the google ecosystem all together. The customer service has been horrible. Anyone else experiencing these problems?
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Hi Adam. I'm going to ask you a few questions if you don't mind?  Did you have  Signal Spy on your device and if so did you notice what Fi partner you were on most the time? Do you travel much? Did you lose service altogether, everywhere or in one particular area because you are on the same towers all the time? Thanks for your loyalty to Fi . Sorry you are not getting good customer service but there is a lot going on right now with tower updates for band 71 etc and it can take a while for things to get escalated up to someone who can diagnose some problems.  Can you give me the zip code of your service area too please I would like to see if there are any reported outages or tower work going on for your area? Thanks, CF.
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I don't know what signal spy is, but i tried switching between the two networks have been unable to connect to either. I do travel a bit, but I have not recently. It seems I've lost service everywhere in NYC and not just a local tower. 

My zip code is 11233.

Thank you.
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Well, there is work going on in towers everywhere in NYC with he the new aggregation bands and 5G but you should still have solid T-Mobile coverage there. Are you running stock Pie or the Q beta?
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I'm running stock Pie. I'm getting desperate at this point and tempted to just get a replacement phone and see if that solves the issue. My phone is in perfect condition though, so that's annoying. And if it doesn't work I'm out even more. 

Thanks for informing me of the work etc. Even just getting an idea of what's going on (upgrades to the network) helps. Sitting in an information-less vacuum and waiting on a magical email is terrible. 

Thanks
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 I understand your frustration I  have been there. Went 90 days once with Data only when they added band 12 to my area and didn't have VOLTE support on Fi yet.  I figured it out on my own but it was a nightmare.

Did they have you check your radio settings via the phone info dialer code?

Dial this in your phone dialer *#*#4636#*#*

a testing menu will pop up. Select Phone information.

Don't mess with anything in there.

Look at the preferred network type and make sure it is set for  LTE/CDMA/UMTS auto(PRL). it will look like this, however, I am running Android Q so yours will be the light background. If it's not set it for that and turn airplane mode on and off a few times and make sure the setting stays.

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Don't close the menu yet, select the three dots in the top corner and choose select radio band.
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Then I want you to select the United States. It should say radio selection successful.

Again turn on Airplane mode and make sure the LTE/CDMA/UMTS auto (PRL) stays.

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After all that restart the device and tell me if you have service?
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I enter the code, changed to LTE/CDMA/UMTS auto(PRL), toggled airplane mode, and then selected the radio band "United States." I then get the message..... Set [United States] Unsuccessful. 

I noticed that even though LTE/CDMA/UMTS auto (PRL) is maintained when i toggle airplane mode, if I exit the menu and return it defaults back to Unknown.
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your radio is not maintaining it's PRL and connecting to the tower. I know you have done this but clear cash and data again it the Fi app, re-sign in, register your sim. Turn international roaming off in the Fi app. If you still have no service after that go through the process above again to set the PRL and radio via the dialer code I gave you?
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Also, make sure the location services is turned ON.
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If none of that still works we are going to go to Settings, System, Advanced, Reset options, Reset, WIFI Mobile and Bluetooth.  That is another method that may reset your radios. Make them connect to the tower. I will be away from my desk for a few hours but will check back later.
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I'm still getting the same error about Set [United States] Unsuccessful. I reset the Wifi, Mobile, and Bluetooth as well but still no change connecting to the tower.

Thanks for your help.
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Awesomesauce! Glad you finally got it sorted out. Best wishes and have a great day. CF.
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