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Google Home App affecting cellular signal on iPhone

gespatchocheese
Community Member

So, sometime over the last week, my wife's iPhone has started losing cell service whenever she opens up the Google Home App. As you can see from the attached video, it instantly loses and drops cellular service as soon as the app is open, then flickers in and out of service, and then when she closes the app, it flashes SOS and then regains service.

We've talked with our cellular service provider, apple support, and google support and they each keep pointing to each other as the problem. Has anyone else ever run into this problem, and fixed it? It's super frustrating because anytime she's away from home and disconnected from the wifi, even opening a notification from the Google Home app causes a loss of cellular service, meaning she can't control or view anything remotely, and also can't troubleshoot from inside the app when not connected to WIFI. =Any and all help would be greatly appreciated, we've been trying different troubleshooting for the past 24hrs and no luck.

 

Troubleshooting we've tried thus far:

- Sim Swap with my phone - When putting her sim into my phone, the issue doesn't persist, leading me to think this is a device-specific problem as opposed to cellular

- Hard reset of iPhone - didn't change results

- Deleting Google Home app and re-installing - Didn't change results, but weirdly, when she un-installs the google home app and then reinstalls it, the first time she opens the app on her phone, it doesn't lose service, but if she closes the app and re-opens it, the problem persists

- Backing up iPhone, and hard resetting - Didn't change results

- uninstalling latest IOS update and reverting to previous - didn't change results

- Talking to the companies that make these products - didn't change results

 

Thanks in advance for any assistance!

EDIT - I can't figure out how to attach a video to this... I'll try attaching in the comments

 

20 REPLIES 20

logan_of_produc
Community Member

I am experiencing this as well, would love some answers here. 

Mlabrador
Community Specialist
Community Specialist

Hi folks, 

 

Thanks for posting in the community and apologies for the late response. Thanks for doing some troubleshooting steps, I just wanted to ask more questions for us to isolate the issue. What is the exact make and model and iOS version of the mobile device that you are using? Also, have you tried this on a different iOS device and check if the signal drops? 

 

Keep me posted. 

 

 

Best, 
Nikki 

I’m on a iPhone 11 Pro running iOS 16.2

Any bug fixes for the app yet? I keep checking to see if there’s an update, but I haven’t seen any so far. Kind of defeats the purpose of having security cameras if I can’t check them when I’m not home.

Katie27
Community Member

Mine just started doing this, too. I updated the Google Home app yesterday. It was working just fine before then. So far I’ve tried resetting the app and restarting my phone, but neither worked. 

I’m using an iPhone XR, model MT072LL/A, iOS 16.2. Cellular carrier is Visible.

Katie27
Community Member

Additional info: the issue is not affecting any of my other smart home apps, including nest. I can connect to and get live video through our non-google security cameras, including an old nest cam. My husband’s Google Home app doesn’t seem to be affected, but I don’t know if he’s updated it to the latest version yet.

Katie27
Community Member

Update: it’s actually not working on my husband’s phone, either. He was on Wi-Fi when he checked. He can connect via Wi-Fi, but it still causes the cellular service to drop/flicker when the app is open.

Moeedr
Community Member

I’m having the exact same issue after traveling internationally and swapping sims , cannot use the home app unless connected to wifi

BRPaulson
Community Member

I am also having this problem.  iPhone 8 running 16.1.1

pswaze
Community Member

Same exact problem for me: iPhone SE MHGK3LL/A  iOS: 16.1.2

pswaze
Community Member

Disabling "Local Network" for the app stops the behavior for me. It's a workaround but it makes the app usable.

Mfalcon
Community Member

Same for me. How can there be no solution to the problem

Faiz4u75
Community Member

I am having same issue, just install google bell yesterday setup google home and I am at work now and nothing working coz as soon I open google home my cellular service keep dropping, app can’t connect with internet coz of that.

It was happening yesterday too when I was doing setup but coz I was connected with WiFi everything was working untill I open the app today at work.

 

 

I have

iPhone 11

model MWL72LL/A

iOS. V 16.2

Mlabrador
Community Specialist
Community Specialist

Hi all, 

 

Apologies for the late response. Could you please send us feedback so our team can take a look at it by saying " Okay Google send feedback " followed by " GHT3 Cellular signal drops when using Google Home app"? Let me know once feedback is sent. 

 

@pswaze, appreciate you for updating this thread with your resolution, it's a big help. 

 

 

Best, 

Nikki

hi it got fixed with latest update i downloaded 2-3 days ago.. thanks for your reply

Mlabrador
Community Specialist
Community Specialist

Hi Faiz4u75, 

 

Thanks for the update. I'm happy that it is already resolved. I will leave this thread open for three more days to give time to other users. 

 

 

Best, 

Nikki 

Azarco
Community Specialist
Community Specialist

Hello everyone,

 

We want to make sure everything is sorted out. Let us know if you still need help with this so that we can assist.

 

Regards,

Alex

Azarco
Community Specialist
Community Specialist

Hey all,

 

We haven't heard from you in a while so we'll be locking this thread if there is no update within the day. If you have any new issues, updates or just a discussion topic, feel free to start a new thread in the Community.


Thanks,

Alex

Katie27
Community Member

The latest update fixed the issue for me! Thanks so much!

Azarco
Community Specialist
Community Specialist

Hi Katie27,

 

Awesome! We're glad everything is sorted out for you. Feel free to open a new thread if you need help with any Google Nest devices.

 

Cheers,

Alex