topic Possible broken antenna? in XZ Series

Possible broken antenna?

Lourie — Tue, 16 Jul 2019 05:42:03 GMT

Hi guys, I have a Sony xperia xz premium (dual sim version) and I am having trouble with my signal. I'm losing signal completely and for extended periods of time. I have done the simcard test on the support function of the phone and it says the sim is fine. I even put in a different simcard from a different service provider in the second simcard slot and both simcards lost signal at the same time. Is it possible this is a software problem or is it more likely to be a hardware problem like the antenna?

Thanks guys

Re: Possible broken antenna?

Martin1 — Tue, 16 Jul 2019 08:25:21 GMT

Hi @Lourie, let me see if I can help out here.

I am afraid that it is quite hard to tell from a distance whether it is the software in your phone or the phone itself that is malfunctioning. The first thing that I would suggest that you try is to repair the software on the phone using a computer and Xperia Companion. Keep in mind that a software repair will erase all user data from the phone, so it is advised to do a backup of your user data before proceeding with the repair.

If the software repair do not manage to improve the signal strength, I suggest that you get in contact with your local support team in order to have the phone sent in to an authorized service center. If you have any questions regarding the service, such as routines, warranty and consumer laws, these type of questions are best answered by your local support team as well, as they vary between markets.

I hope that helped!

Re: Possible broken antenna?

Lourie — Wed, 17 Jul 2019 05:37:48 GMT

Hi, I am now pretty sure it is a hardware problem. When I lightly shake the phone I can hear something loose inside and also when I shake it the signal returns so I guess I'll have to send it in so get repaired 😢 thanks for your help though

Re: Possible broken antenna?

Martin1 — Wed, 17 Jul 2019 06:49:27 GMT

Thank you @Lourie for your quick reply.

As i mentioned earlier, it is quite hard to tell from a distance, but I do think that it is worth a shot trying to repair the software before sending it in. If the signal loss is caused by the software it will at least save you a trip to the service center.

Let me know if you have any further questions!