Motorola Motoluxe — New Bell Canada Update, No More Wifi Connection

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Nov 8, 2012 12:56:06 AM

So my family (father, brother, and I), have had the Motoluxe since June. No big problems with it until yesterday when my dad received a message saying that a new update was available. He decided to download it, which he did via our home wifi connection seeing as none of us have data plans. I did the same.
After the update was installed, we both noticed that our Wifi was no longer working. The phone said that it was, in fact, connected to our Wifi network, but the connection bars on the top of the screen were empty, and none of our applications involving internet access worked. We tried calling Motorola, they didn't know anything and only suggested that we reboot the router (which was definitely not the problem because both of our computers we working fine on the network).
We then called Bell Canada, who also didn't have a solution and didn't seem to know what was going on. The representative we spoke to was very helpful and suggested we restore the factory settings to the phone. We did, losing everything we hadn't backed up in the process. But this seemed to work as we were able to access our wifi connection again.
My father then shut off his phone to charge it (I don't usually have the habit of shutting mine off at all, but he does). This morning, when he went to turn the phone on, the problem had returned. I tried restarting mine, same deal.
After a bit of research, it seems like most people who have downloaded this update haven't been able to connect to their wifi. How are we supposed to fix this problem, if not even Bell knows the solution to it??
Is there any way that we can remove the update from the system without having to send the phones in for repairs? Or is there any way to get the wifi working again without restoring the phones everytime we turn them off?

Nov 8, 2012 7:17:26 PM

I'm in Victoria BC with Virgin Mobility (who run on the bell network) and had the exact same problem after my system download on Nov. 8th. The problem build number is: 1_74D_1022 My wife has the exact same phone, running on the old version (1_62D_1022) and she is working fine. If I enable "Data", I can then get e-mail and web connections, but not something I want to do as I run on my wi-fi and home. I have yet to wrestle with the various support people...

Deactivated Account

Nov 10, 2012 6:42:44 AM

I have the same problem...please let me know if any one finds the solution to this problem. I got a message to update the software, which I did and then the problem started. Thanks!

Nov 12, 2012 5:13:03 AM

i figured it out !!!!!! i had the same problem today , i called motorolla and got no help . so i went into settings on my phone , clicked on privacy , then factory data reset , then choose reset phone and now it works perfect ! you just need to resign in with your google account and set up the wifi again ( just like the 1st day you got the phone ) NO MORE PROBLEMS !!!!!!

Nov 12, 2012 3:08:41 PM

I've encountered the IDENTICAL issue. Downloaded the same update last week and phone says it's connected but when I go to open a page, it says No Internet Connection. Only started after the Update I downloaded. went into Bell and they spent 15 minutes in the back room doing something I could never replicate, and it was working....I then Powered it Down later that night, fired it up in the morning and No more Wifi...same issue. I went right back into Bell, they put me through to their Service ept. they claim no issues and put me through to Motorola. Motorola said I'd have to Hard Boot the phone, loosing everything not saves to Sim card and so.....thats what they did. I spent 2 days putting everything back to rights in my phone and last night I powered it down....(after they told me I didn't need to power it down to charge it, but I find it gets and holds a better charge if done when not on) and this morning...............NO WIFI....again. I'm heading back in this morning and I'm not happy...only had the phone 2 months. If you discover what the issue is, I'd be pleased to know ;)

Nov 12, 2012 6:57:08 PM

Furious! I just went into Bell again, and the ((rude)) girl, told me it had to be sent away to Motorola because they've already trouble shot it in store. So....they sent my phone away, charged me $40.00 to do it, and wanted to charge me $25.00 for a basic loaner FLIP phone for the 2 weeks min. that it'll be gone. My brand new phone!!! It's their Software issue...or Motorolas and I'm the one completely put out. she said that even though the other guy ((much friendlier)) Hard Booted it back to factory...that Software update would remain on the phone....so Motorola has to remove the software and re-install the original software the phone came with. Unreal. Good luck ladies and gents....hope you at least get more friendly customer service than I did...LoL ps...I printed off this page of 'same' issues since the update and took it right in with me, telling them that this is the issue and I'm not the only one with it. GOOD LUCK!!

Nov 15, 2012 2:09:58 AM

Mitchell Langlois
If you factory data reset do not turn your phone off, or the problem will occur agian.


No offence, but we should be able to shut our phones off once in a while. This is an issue caused by their Software...an issue that didn't exist before the download.

Nov 15, 2012 2:17:09 PM

I had the same problem! Found this solution on another website and it worked for me. I don't know if it still works when you turn off your phone:

"I have wifi again!!! I don’t have a data plan, but I turned on data just for a second anyway to see if that would fix things (figured it was worth risking the few dollars… Settings > Wireless & network settings > Mobile networks > Data enabled checkbox).
I checked for system updates (even though it said no update available), and then went back and connected to my wifi network. When I shut off the data connection, it immediately connected to wifi. Hopefully my bill doesn’t get hit too hard by the 1 minute of data use."

Hope thats helpful!

Nov 16, 2012 5:58:00 PM

Tried this! It works great, got my wifi working, but the problem just came back once I turned off the phone. Like I said, I don't have a huge habit of turning off the phone, but it starts to act up every once in a while and needs to be restarted. I don't plan on wasting money every time I restart it just to get wifi, which I'm getting for free. I purposely bought this phone without a data plan because I wasn't planning on using my data but now Motorola/Bell are basically telling us "too bad, you've got to use the data either way." Well excuse me, but that's not what I bought the phone for.
And, after another few hours on the phone with Bell, I've come to learn that this is "Motorola's problem" and that they're looking for a fix. I'll bet if we were to call Motorola they'd tell us its Bell's problem and that Bell is looking for a fix. Either way, I have a feeling it isn't going to be resolved anytime soon ... which is slightly infuriating.

Nov 17, 2012 2:56:39 AM

I have the problem also. Motorola is looking into it.
download motorola software updater on your computer
connect phone to computer using usb cable
run updater
this way if the is a update you can install it.

— modified on Nov 17, 2012 2:58:58 AM

Deactivated Account

Nov 17, 2012 4:05:09 PM

Same issue here. How a company like Motorola/Google can release a patch without testing it first. I bought this phone because Google bought Motorola and I'm a big fan of all Google product, I wish things will get better in the future.

Nov 17, 2012 5:06:09 PM

Hello Fellow Motoluxe's,

i had the same problem,
really annoying, and i question ever doing another update!
i think this update was designed to force people to turn on data and therefore,
people dont turn it off, and the phone companies make more $

fortunately the solution is easy,
everytime you turn your phone on, restart etc:

turn off wifi,
turn on data,
wait up to a minute,
turn off data,
turn back on wifi,
everythings works like the good old days :)

BTW to avoid going into settings every time, put a on/off button on your home page
push settings, Add, motorola widgets, and choose data toggle and then repeat and choose wifi toggle

hope this help, and just like me, next time i wont buy motorola!

Nov 20, 2012 12:54:48 AM

Adam B
Hello Fellow Motoluxe's,

i had the same problem,
really annoying, and i question ever doing another update!
i think this update was designed to force people to turn on data and therefore,
people dont turn it off, and the phone companies make more $

fortunately the solution is easy,
everytime you turn your phone on, restart etc:

turn off wifi,
turn on data,
wait up to a minute,
turn off data,
turn back on wifi,
everythings works like the good old days :)

BTW to avoid going into settings every time, put a on/off button on your home page
push settings, Add, motorola widgets, and choose data toggle and then repeat and choose wifi toggle

hope this help, and just like me, next time i wont buy motorola!

Thank you, this works (as long as you don't power off the phone) and is a good, albeit temporary, workaround.
Hopefully Motorola fixes this soon.
I'm on the Virgin network and I believe they should offer affected customers free data until this problem is fixed.