Some Moto G5 Plus users on Verizon are unable to call 911 due to what seems to be a software bug, one Reddit thread from Tuesday suggests. User "CapnYousef" recently took to the popular website to share their story about being unable to call an ambulance from their new Moto G5 Plus. While the user didn't disclose the reason for their emergency, they did reveal how the phone would immediately disconnect their call as soon as they would dial 911 and were thus unable to contact emergency services. Following initial unsuccessful attempts at calling 911, they tried disabling the phone's Bluetooth functionality and restarting the device which didn't amount to anything.
While it's unclear how the actual emergency ended, the user revealed that Verizon initially told them they cannot access any diagnostics as the Moto G5 Plus is not a Verizon smartphone. After contacting Motorola regarding the issue, the Lenovo-owned company suggested a factory reset to the user who criticized that reaction by saying the device was purchased only four days ago. The original equipment manufacturer also reportedly told the user it never heard about the issue before, implying it isn't tracking any defect that might be related to the incident that occurred on Tuesday. However, Verizon later contacted the source to state the Moto G5 Plus is indeed suffering from a known bug related to the HD Voice service on the company's network that prevents users from calling 911. Motorola is said to be working on a software fix for the issue, but neither company provided a specific time frame for when the bug will be eliminated. Several other users later confirmed the existence of the bug that's seemingly connected to Verizon's 4G LTE network.
Motorola said it will be issuing an official statement on the matter on its website later today, so an update on the situation is expected to follow in the coming hours. In the meantime, owners of the Moto G5 Plus on Verizon's network might want to have a backup device on their person in case of an emergency or disable the company's HD Voice service that's causing the issue.