topic Re: Xperia M4 Aqua drops signal in M Series

Xperia M4 Aqua drops signal

Dgm0356 — Sat, 10 Dec 2016 17:07:09 GMT

My Xperia M4 keeps dropping the cell signal. I have to restart or reboot my phone to get the phone to pick up the cell signal. Why is it doing this?

Re: Xperia M4 Aqua drops signal

Uliwooly — Sat, 10 Dec 2016 18:08:33 GMT

@Dgm0356

Test the phone in safe mode for few hours and try to recreate the issue.

Re: Xperia M4 Aqua drops signal

Jonas — Tue, 13 Dec 2016 12:46:58 GMT

Hi @Dgm0356, welcome to our community!

I'm sorry to hear about that.

Was there any difference in the behaviour when you rebooted your phone in safe mode like @uliwooly recommended?

You can also lock the phone to use 3G for example to see if it still drops the signal with the mobile network. To do that go to Settings > More > Mobile networks > Preferred network type > Only WCDMA.

Keep us updated!

Re: Xperia M4 Aqua drops signal

Dgm03561 — Thu, 15 Dec 2016 20:23:56 GMT

Rebooting to safe mode didn't help, however setting the phone to wcdma only seems to be working. The signal strength is a full 4 bars, I haven't had that strong reception since I bought the phone.

Re: Xperia M4 Aqua drops signal

Jonas — Fri, 16 Dec 2016 14:33:41 GMT

Thanks for the update!

If your signal strength is a lot better when using 3G instead of 4G/LTE there area you are located in may have a weaker 4G/LTE reception or your SIM card may be damaged.

For more information regarding the network coverage in your area, you need to contact your service provider and they can help you with that.

If you have a friend, colleague or family member with the same size SIM card as you do, you can ask them if you can borrow theirs and test in your phone.

Let me know how it goes and have a great weekend!

Re: Xperia M4 Aqua drops signal

JakeGasco — Tue, 27 Dec 2016 06:47:03 GMT

Good day sony, i had the same problem happen with my m4. I have tried to change my sim, and it goes the same. The signal is fluctuating. What maybe the problem?

Re: Xperia M4 Aqua drops signal

Jonas — Mon, 02 Jan 2017 13:39:32 GMT

Hi @JakeGasco, welcome to our forum!

I'm sorry to hear about your phone and sorry for the late reply, I have been out of office due to vacation.

Is the signal is fluctuating a lot when its set to only WCDMA, could you please try and change it to only GSM?

When you changed SIM-card, was the SIM-card from another service provider or did you try with a SIM-card from the same service provider that you currently have? Just to make sure that the reception isn't the cause of this. Do you have the possibility to try with a SIM-card from a different service provider?

Let me know how it went!

Re: Xperia M4 Aqua drops signal

sempakgurame — Sun, 08 Jan 2017 17:41:03 GMT

Similar problem here, my phone can't get any signal when i switch to WCDMA or GSM, it only show "emergency calls only". I asked my provider in case it's a sim card problem, they say no. I also tried to use my friend's sim (different provider) but it's the same. I'm fine with LTE but it's very annoying not being able to make any phonecalls. Any solutions?

Re: Xperia M4 Aqua drops signal

Jonas — Tue, 10 Jan 2017 14:04:31 GMT

Hi @sempakgurame,

I'm sorry to hear about that.

So when the phone is set to LTE/4G you don't see the text "emergency calls only"? But when its set to LTE/4G you are not able to make any calls, is that correct?

If that is correct and since you have already tried with a different SIM card from a different provider I would recommend performing a software repair using Xperia Companion. Do note that this will delete all data stored on the internal storage in the phone so it's recommended that you backup using Xperia Companion prior to performing the software repair.

Keep me updated!

Re: Xperia M4 Aqua drops signal

TB1959 — Mon, 16 Jan 2017 01:46:28 GMT

Hi, purchased an M4Aqua in April this year. Worked fine till November when it completely ran out of charge, after that signal started dropping out constantly and got emergency calls only message. Changed SIM card as thought it might be that but problem persisted. Took it for repair to place I bought it from and they say damage to SIM card holder and will not repair under warranty. Any suggestions. Frustrated as it worked fine until completely ran out of charge and then worked like lemon! Have purchased temporary handset but don't want to use as permanent device. Any history of faults of this nature?

Re: Xperia M4 Aqua drops signal

TB1959 — Mon, 16 Jan 2017 01:49:31 GMT

Correction...purchased phone in August 2016 so only worked for 3 months before failing.

Re: Xperia M4 Aqua drops signal

Jonas — Tue, 17 Jan 2017 13:16:27 GMT

Hi @TB1959,

I'm so sorry to hear about that.

I'm afraid I won't be able to help you with repair cases since they are handled at a local level and your Local support team can give you further information regarding the repair and why it's not covered by warranty.

They will also be able to answer any questions that you may have about service routines, consumer laws and so forth since this vary between markets.

I wish you the best luck and keep me posted!

Re: Xperia M4 Aqua drops signal

Russ621 — Fri, 27 Jan 2017 05:26:13 GMT

Glad to see mine isn't the only one to do this. I've had my M4 since last February. Never had this problem till a week ago, now every time I use my 4G it drops everything and I have to reboot the phone. This phone is suppose to last another year yet, doesn't fill me with confidence, seeing as it seems a known problem.

Re: Xperia M4 Aqua drops signal

Jonas — Fri, 27 Jan 2017 14:02:27 GMT

Hi @Russ621, welcome to our boards!

I'm sorry to hear about your phone.

If you put the device at 3G or GSM only, does it still drop the signal and you have to reboot your phone?

You can change to 3G only or GSM only if you go to Settings > More > Mobile networks > Preferred network type.

If the signal is fine and not dropping at all when using 3G or GSM, I would recommend getting in contact with your service provider (operator) and ask them to send you a new SIM card, or if you can try with another SIM card in your phone.

Let me know how it goes!

Re: Xperia M4 Aqua drops signal

TB1959 — Mon, 30 Jan 2017 02:39:04 GMT

I purchased a new sim but it was the handset as the problem persisted. Sent it away from repair under warranty and Optus damaged the SIM card holder (you can now see light from the screen through the SIM card slot) obviously when getting the back off and now claim that the phone was damaged when I sent it to them. The refused repair under warranty and wanted me to pay $321 to fix the damage they caused. My handset stopped working after 3 months and I was constantly rebooting it. M4 Aqua is a dud in my opinion.

Re: Xperia M4 Aqua drops signal

Jonas — Tue, 31 Jan 2017 14:48:24 GMT

Hi @TB1959,

I understand that you aren't happy about this.

As I mentioned earlier, I won't be able to help you with service cases since they are handled on a local level by your local support team, and consumer laws, warranty, service routines and so forth are different depending on the market.

Give them a call, send them an email or open up a chat with them and they will inform you about the service and how to proceed.

Re: Xperia M4 Aqua drops signal

TB1959 — Tue, 31 Jan 2017 22:45:07 GMT

Jonas, thank you BUT I tried that yesterday and ended up spending over 2 hours on the phone being bounced around within Optus, being diverted to numbers that were no longer in service, only to discover in the end that customers aren't able to speak to the local support/repair team (Boomerang). This was despite the local Optus store proving me a phone number and advising to call it and I would be transferred to the Boomerang team. Can't lodge an insurance claim with Optus because I am not an Optus mobile service customer. It ended up being the biggest waste of my time. Will just put it down to experience and wil bag Optus mercilessly with anyone that will listen. Telstra get a gold star from me after my dealings with Optus at all levels from local Optus shop to Customer Care!

Re: Xperia M4 Aqua drops signal

Mark-11 — Wed, 01 Feb 2017 18:20:17 GMT

Exactly same problem is going on with me. I have two m4 aqua dual phones since last november the problem started. signal disappear suddenly and back by itself. nothing healped. i repaired software with pc companion. i went to service center they also updated my phon's software. but nothing changed. i think its a ROM bug.

Re: Xperia M4 Aqua drops signal

Jonas — Thu, 02 Feb 2017 13:14:20 GMT

Hi @Mark-1,

I'm sorry to hear that you are also experiencing troubles with the network connection.

Do you experience the same behaviour with both phones? If you do, are using the same service provider (operator) in both phones?

If you are using the same service provider, do you have the possibility to try with another SIM card from another service provider in one of the phones? If you have a friend or similar that you can borrow a SIM card from and mount in your phone and check if the phone keeps dropping the network connection.

When the phone was at the service centre, did they examine the phone at all, or did they only update the software?

Let me know how it goes!

Re: Xperia M4 Aqua drops signal

TB1959 — Thu, 02 Feb 2017 22:58:31 GMT

Jonas, I had to purchase a new handset (Huawei) and am having no problems whatsoever. I actually tried 2 different SIM cards in the Sony but the problem persisted. I don't know what the repair centre did as I am unable to talk to them because they are an internal division within Optus and don't talk to customers. I do know the damage that was evident when I got it back was not there when Optus shop sent it away to the repair centre.