LTE Network Issues - Calgary

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I'm a Participant Level 3

LTE Network Issues - Calgary

For the last few days my phone (Pixel 3) seems to be having problems connecting to the mobile network. Typically I am on Wifi at home and when I go it struggles finding a mobile connection. Normally I have LTE+ status, but lately it goes to 3G or H+ or even no connection at all. I live in downtown Calgary and NetworkAid doesn't show any network issues. Is there anything I can do? 

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Re: LTE Network Issues - Calgary

Hey there @adatta!

 

I'm sorry to hear that you seem to be having issue with our service. 

 

I have a few questions for you: 

  • Have your turned your airplane mode on and off?
  • Have you taken a look to see if the right network is selected?
  • Have you reset the network settings?

Let us know!



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Re: LTE Network Issues - Calgary

Thanks for the reply. I have tried the following:

 

Power Cycling the Phone 

Reset Network Settings in Android

Cycling Airplane Mode

Ensured LTE is selected as the preferred network type in Android.

 

The current Fido settings I have in Android is:

fido_ca-14000000030.21

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Re: LTE Network Issues - Calgary

Thank you for getting back to us!

 

Has this always happened or has this only been recently?



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Re: LTE Network Issues - Calgary

It has only been recently in the last 2 weeks. 

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Re: LTE Network Issues - Calgary

Hi @adatta

 

If you're using an unlocked phone on our network, you'd need to make sure the correct APN settings are selected.

You can find the steps to configure an unlocked device here.

 

Otherwise, the best thing to do would be for us to reset your network connection from our end.

In order to do that, we'll need access to your account.

You can contact us through any of our customer service channels to proceed.

Alternatively, we can also send you a PM through the Community. Smiley

 

Let us know!



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Re: LTE Network Issues - Calgary

Just an update. I did contact support through the Fido.ca chat and they did a network reset from their end. It didn't seem to solve the problem. He suggested I contact 611 for technical support which I am currently doing. The issue is still present. Walking for 30min in downtown Calgary I wasn't able to hold a constant connection. The signal strength indicator kept bouncing back between LTE and LTE+ and eventually had an "x" through the signal strength indication for the rest of my walk home.

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Re: LTE Network Issues - Calgary

Hey @adatta, were you able to get in touch with technical support? What did they say? 



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