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New Motor Z4 and bad service

I upgraded from Moto Z2play to the new Moto Z4. And the service has been awful barely 1 bar some days. No data at times and I'm on the beyond unlimited plan. I can be in another city and still poor service. I'm considering returning it for something else.

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Verizon_Support

Unique101, this is certainly not the service experience we want you to have with your brand new Motorola moto z4. Having a phone that meets your service needs is without question. After checking some resources, I don't see the moto z4 has any existing reported issues with service or signal. Are you mainly having issues indoors when you receive one signal bar?

Please reference the link attached to use our helpful online Verizon Troubleshooting Assistant. You can choose the option for "I can't connect to the internet" for various steps you can take. Please keep us posted as we want to ensure this service concern is resolved for you. http://spr.ly/6602Ev5Hk

AlanS_VZW

Rosemeyer99

I'm having the same problem, I haupgraded from the z2 play to the z4 and most of the time inside and out, I have NO service. I have great service with the z2

Verizon_Support

I definitely understand the significant role our devices play in day-to-day life, and it would be difficult to be happy with anything that's not working. While we have been unable to duplicate this behavior in-house we do want to turn this experience around.

Linked here is a guide that will rule out some culprits.
https://www.verizonwireless.com/support/motorola-moto-z4-troubleshooting/#/main/device/&MOTXT19804W&9431/symptom_selector/&
Removing the SIM card and reinserting is where we’ll begin. What type of service are you seeing after that? Do you have other phones experiencing “No Service” where your moto z4 is?

DavidH_VZW

Nighthawk01

I too have the same sensitivity problem.
I have my old Moto Z side by side with the new Z4 and I have Network Cell Info installed on each.
It's evening, 11:00 PM EDST.
Ellijay, GA 30536
My old Moto Z phone signal level is -92 dBm.
The new Z4 is measuring -107 dBm.
15 dBm is a HUGE difference.
I have never ever had a connectivity problem with the Moto Z.
I've had the Moto Z for almost 3 years.
I am having constant problems with the new Z4.
Not just the phone sensitivity but the WiFi drops out within site of the ASUS RT-AC88U Wireless-AC3100 Router.
I can wander around the vicinity of my home outside with the Moto Z, on WiFi with my Mom in Spain and live video.
The Z4, not so.
I have a very real problem with this phone.

game2k7

im have the same issues me and 3 others got a plan together and got the z4 and non of us get good signal verizon techs tell us well it cant be the phone if all 4 of u are having the same problem its got to be the tower so 4 phones that are 20 miles from the other phones are having the exact same tower issue suuuuuure but im waiting on ticket updates please just send a tech to my house with a a couple of phones that arent z4s and see they have the issue

Nighthawk01

I have my operational Moto Z Force Droidside side by side with the Z4.
The Moto Z Force Droid is 10 dB hotter
At this moment:
Moto Z Force Droid -91 dBm, RSSI
Moto Z4 -108 dBm RSSI

That's 17 dBm difference with the phones sitting inches apart.

That pretty well sums it up. Major flaw.

gdguy4501

Obvious problem with Z4 antenna. Had mine for a few months now and I'm pretty much ready to throw it in the trash.

Verizon_Support

gdguy450, Having a properly working phone is key to enjoying your services with us. We're here and available to assist. We just need some additional details. What specific issues are you experiencing with your services (i.e. calls, texts, data)? When did the issues begin? Do these issues occur everywhere or just when at a certain location?

EbonyR_VZW

JTSK

I am an engineer. I got the Z4 from the Zforce and have found a massive decrease in db across the country. There are areas of the country I travel often now where my phone does not work at all. The Z4 shows 1 bar 90% of the time while my VZW tablet on my dash shows full or nearly full. In the middle of each phone call, and I mean every single phone call, there are a few seconds in which the callers cannot hear me at all, even if I don't change physical position. My daughter has a Z2 force that has no issues.

I don't have the time to go check, but the Z4 may have less bands built into it. It's either that, or Moto can no longer build good radios into their phones.

I bought a Z3 earlier in 2019 that had even worse performance in this area. I had to go through holy heck with VZW to take the phone back as I reported multiple issues with the phone having no data connectivity in the first 2 weeks, but attempted the return after 2 weeks.

I am going to a used Z2 force or possibly a Pixel 2. I have seen the Pixel 3 and 4 have the same issues.

I'm not getting any new phones until 5G hits. Verizon's horrible 2 week return policy, with $35 fee in the front and $35 in the back does not sufficiently allow a user to try a phone to see if it is junk like these. It's the typical VZW scam. Sell junk phones, and extort $70 from the customer to do so.

PS. The VZW system changed my word above from **** to 'heck'. Seriously? Spend more time worrying about cutomer service.

Auden

Link to the Lenovo site, there seem to be significant antenna issues with the Z4. There also seems to be significant silence on the part of motorola.

https://forums.lenovo.com/t5/Moto-Z4/Moto-Z4-poor-signal-strength-vs-Z2-Force/td-p/4485539

I picked two up Cyber Monday, heres hoping newer models have resolved the issue.

wpababy

Same issue. My daughter's free Asus phone has 5 bars and my new Z4 says no service. All apps freeze. I've cleaned cache, restarted a thousand times, removed the Sim card, no fixes. Worst. Phone. Ever.

Verizon_Support

We want to help in any way possible! Does your daughter have any physical/water damage to the phone? How long has she had this phone for?MichelleH_VZW

TommyDell

I also got a moto z4 and about two months later the signal drops to zero or 1x with one bar. Is there a way to fix the antenna? I have tried every online suggestion that I could find. I reinserted my SIM card, cleaned it off, used a different Sim card, checked the old one (was working on my old z play) and still no luck on top of using many more methods. It is unacceptable that Verizon could charge me on a phone plan that I can't use. I expect an answer to fix this issue.

Verizon_Support

TommyDell, having a properly working phone is key to enjoying your services with us. Your device does come with a warranty. As a result, if you're having an issue with your phone that isn't able to be resolved via troubleshooting with our Tech Support teams, then we will replace it under that warranty. Have you already been through troubleshooting with our Tech Support team?

EbonyR_VZW

KeepRight

Z3 was great. Then I got the z4 and nothing but problems. And all I get from Verizon is a site so I can don't own research and try to fix my own problems. I knew irlt was bad from the start and should have returned it and switched to Sprint immediately. But I thought it was learning curve and gave it time. Service is horrible, I never get text messages on time, and the phone itself is terrible. Z2 and Z3 were wonderful. Now I'm do sour on Motorola and Verizon, I can't wait to quit both!

Verizon_Support

We would be sad if you left us, Keepright. I am a consumer myself so I understand having a working device with good service. I am sure I can help figure this out and make you love your phone again. We will work on one issue at a time. You did mention that your service is horrible. May I have the nearest intersection and zip code? Is anyone else experiencing this issue in the area? Are you having issues with voice calls? If you are then please elaborate. AmberF_VZW

TommyDell

Had to get a new phone under the warranty

Nighthawk01

Tommy, did it help?

Did you go through your Verizon Service plan or straight through Motorola?
I've got to do something. Even Wifi is weak.

V/r

3NASCAR48

I'm also having the same problem. Ended up going back to my Z3 because reception was a joke. 10' from router all i had to do was move in one direction or the other and signal was gone. Good thing i kept my Z3 cause my Z4 is a garbage!!!!!!!!!!!

Nighthawk01

FYI,

Developers confirm issue back in October.

https://forum.xda-developers.com/moto-z4/help/cellular-signal-strength-t3983509

I have paid mine off early, costing me the discount so that I can buy/replace another phone shortly.
Probably a Galaxy S20 Ultra.
The trade-in value for the Z4, 6 months old, is currently $60.
Lesson learned.
Will not be purchasing another Motorola product again if at all possible.

Verizon_Support

We always want our customers' phones to work properly, especially when it comes to signal and a Wi-Fi connection. We are here to help.

Researching this issue with Motorola, we are seeing that they released a software update to address that issue directly. Here is a link to show you how to update your phone to the latest software for that phone https://www.verizonwireless.com/support/knowledge-base-226066/

StevenG_VZW

Nighthawk01

Stephen, thanks for the response.
While your instructions are well-placed and rudimentary, I have seen no change in the performance to the phone. In fact, it hangs-up frequently or erratically on calls while moving about my home. So my carrier levels nor my WiFi levels have not changed whatsoever. This has rarely, if ever, occurred with the old phone. The only time I get non-marginal levels from Wifi is when I am sitting 8 Ft. from the router. The level goes marginal within the next room and this never ever occurred with the old hardware. I could walk the perimeter of my property, on WiFi, and hold a video conference with my relatives in Spain or the U.K. with the old hardware.
I suspect this Z4 was intentionally designed for a Verizon infrastructure carrier that is not available within my location, and while performing well within a upgraded cellular infrastructure, such as the suburbs of Atlanta, where there would be no complaints. The "Front-end" of the phone antenna has significantly less sensitivity that has been noted in many places on the internet regarding this phone hardware. As it is now, I have bit-the-bullet, paid off the phone, and am looking for a non-Motorola replacement. This has been a painful cost to me and the pain of 8 months of irregular performance.
"We are very sorry for your displeasure with your experience and hope to resolve your phone issues" is the common Verizon response with no viable solution forthcoming.

MB-13

My Z4 updated recently and now I have extremely poor signal, robot voice, calls cutting out or dropping... It is very frustrating. I've never had a bad experience with Motorola until now.

TommyDell

@MB-13
It probably wasn't caused by the update. I have noticed after owning the phone for 4 months or more the antenna weakens. I was sent a replacement phone after it was impossible to get over 1 bar of 1 or 2g signal. (That's not enough signal to send a single text message). It's been about 4 months now again and my replacement is starting to have the same issue.

jav6

@MB-13
wrote:
My Z4 updated recently and now I have extremely poor signal, robot voice, calls cutting out or dropping... It is very frustrating. I've never had a bad experience with Motorola until now.

If you had searched or perused this forum, you would have found CURRENT threads discussing issues with the latest moto z4 update. There appears to be issues with Bluetooth and WiFi with the update and Motorola is aware of it, working on a fix. The symptoms are the distorted, unintelligible audio.

See: https://community.verizonwireless.com/t5/Moto-Z-Droid/Most-recent-system-update-June-2nd-or-3rd-2020-causing-issue/m-p/1167981#M4574

Verizon_Support

TommyDell,

Hearing that your signal concerns are still happening is disappointing, to say the least. To better assist you, can you please provide the zip code for the last location this issue occurred? What difference do you see when you're outdoors versus indoors? Do your issues occur in other areas as well?

RyanC_VZW

seimsg02

I'm new to the moto z4, have had mine about 2 weeks, bought the unlocked one from Motorola's site. I too was only getting 1 bar on Verizon at home where I used to get more than that on my z2 force. I tried changing the preferred network type in settings from global to lte / cdma and it immediately went from 1 bar to 3. It does still fluctuate a bit but I seem to be getting 2 to 3 bars now instead of always 1. Time will tell if helps out call quality but just wanted to share this in case it helps anyone else.

Verizon_Support

That's great to hear that change in the settings boosted the strength of your phone signal, seimsg02. Please keep us posted on how your calls are working too.

ZakC_VZW

Jon2020

We have 4 phones 2 iPhone 11's and an S7 all have signal 4G LTE. The Moto Z4 has an x for signal. Even after restarting the phone. It will also connect to WiFi but will have no internet service. But all other devices will have service. This phone is garbage. Now I stick with it for 2 years. I am considering changing service providers so I can get a new phone that actually works.

starla728

My husband and I are having the same problem. He went from a moto z2 I went from a moto z3. It is so bad I have called Verizon and they told me it was where we live. But the reason we went with moto's is for the good service and being able to use the phones most any where. We r both so disappointed we are thinking of changing providers all together.

Verizon_Support

Hello, it breaks our heart to see you in this dilemma. The last thing we want is to lose your business. Aside from getting the new Motorola device, what other changes have occurred? What exactly happens when you try to use the equipment/service?

GlassHalfEmpty

There's a common thread in this here: Signal strength degrades over time.

My z4 barely gets 1-2 bars anymore at an address I've lived at for 30 yrs. Was never a problem in years past. I need this phone for work and it finally became impossible to use on a job this week where Google Maps wouldn't even load in an urban area.

Have been a loyal Moto owner through many phones going back to flip phone days when a Motorola was actually a Motorola. Lenovo has not been good for the Moto brand as each new phone has been worse than the last...

I think our years long relationship has run it's course. Good bye Motorola.

Verizon_Support

@GlassHalfEmpty, Seeing that the phone is new, I can see why you would be confused at the lack of coverage. I know you mentioned that the device is directly tied to your work, so I am eager to step in and make sure we get more insight into the issue. Can you confirm that your coverage of 1-2 signal bars remains the same regardless of where you are? How long ago did you get this device? Are any others on your account or other VZW users experiencing the same issue at or near your home?

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