Google Fi aware of Moto X4 update causing no service (signal loss) issue

Moto X4 is the American phone manufacturer Motorola’s 2017 mid-range device. Powered by Snapdragon 630 chipset, the Android One phone originally shipped with Android 7.1 Nougat. By the end of 2018, the phone got to taste Android Pie (9.0).

Just recently, the OEM pushed the May OTA to Moto X4 units bumping the version further to PPWS29.69-39-2-1.

But the update left Moto X4 users on Google Fi (formerly Project Fi) complaining about no service or cellular signal. Many users took to the official Google Fi forum and other online discussion platforms like Reddit and Twitter to bring the matter to light. Here’s what some of the complainants had to say:

I installed the latest update on Tuesday morning and ever since then have had NO SERVICE. This is day 3 without service, I can only do things on WiFi, which basically means if I leave home or the office, I am screwed.

I updated my Moto x4 yesterday (since the dialog said I would be forced to do so by the 20th anyway) and have had no cellular network connection since then. Anyone else experiencing this? I spent an hour on chat with support last night without getting anywhere.

What’s good is that Google Fi support acknowledged the issue while reverting back to many affected users. A few hours back, a product expert at Fi community also called the problem known. And here’s what a couple of complainants got to hear from Google Fi support:

“The engineering team is really working on it hard, do not worry!” and “The specialist team is aware of the issue and they are currently investigating this issue and will follow up with them as soon as they have an update.”

Not only that, some users have shared they’ve been informed by Google Fi (via email) their units will be replaced. Reason give to them is it’s a hardware issue. It’s difficult to understand how a problem that got instigated by a firmware update is hardware related.

Anyway, what’s good is at least some users are being offered replacements. BTW in between all this we are also getting to see reports that the company may have pulled the update due to the no service issue.

Possible, but there’s yet to come any confirmation regarding whether the update has been pulled or now. Like always, we are keeping an active tab on the matter and will update the story as and when any relevant development comes to our sight.

NOTE: For more Motorola related news and stories, interested readers may head here.

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