Pixel 3xl drops calls after half hour

[Jengoddard]

My pixel 3xl drops every call (made or received) after exactly 29 minutes and 50 seconds. I don't know if this is related to phone settings, network or what so wondered if anyone had had similar issues or knew of a fix. It's a real pain in the backside as currently working from home and means I get cut off in every conference call!

[Mark]

Thanks for confirming this @natdavies2222, we've only been recently made aware that the Oppo handsets are experiencing this issue and will need to escalate this to our terminals team and the manufacturer so we can work on a suitable resolution. As we'll need to provide confirmed examples of failed calls to do this, we'll need access to your account. Please reply to our latest message through our social channels, include a link to this thread and ask the adviser to read through it, this will allow them to see we're aware of the issue and save you repeating yourself. If they advise they're unable to see this, ask them to reach out to one of the moderators and we'll be able to provide the information for them.

Mark

[Crugath]

My Oppo Find X3 Pro was bought directly from Vodafone in April 2021 and is currently on the latest release, CPH2173VF_11_C.60.

If anyone wants anything tested, please reach out and I'll be happy to provide.

[Crugath]

@Mark If the team are now aware this is an issue, please can members of the team get in touch rather than send us through the rat maze of social media/vodafone website chat again?  Why can't some of this discussion occur on the forums?

We've already made the effort to raise this issue here. By having this discussion here, you increase the visibility of this issue to other users, which will increase the number of people who can try fixes/detail their problem. I found this thread in the first place because I searched on Google for the problem I was having, even though I have a different phone to others affected. If _everyone's_ conversation about this was occurring behind closed doors, I'd be none the wiser.

I do appreciate your time replying here and trying to help, I just think there's more for everyone to gain if we keep the conversation going here in this thread.

[Amanda]

Thanks for getting back to us @Crugath - I'm sorry for the conflicting information you've had about this. 

@Mark has noted your Twitter conversation to say we need to escalate it, please can you pop another message back to us to reopen your message so we can pick it up. 

We need to do this over social media so that we can pass security checks on your account and provide examples of the call data history where this has happened - and send it to the Specialist team. 

We've also sent a department wide email to reiterate how we need to escalate this and pass the information on correctly - the more examples we can get over social media the better. 

[Highlandfairy]

@Mark both the XA2 and XZ1 compact were purchased through Amazon, both are up to date on software updates. I have reiterated this to your social media team already. I have been given the following replies:

"I know that the screenshots that were sent over shows that the update back in 2020 resolved this issue, but if there isn't an update available on the phone, then the Manufacturer would need to be contacted. This is nothing we can do our side for you. Rachael"

And

"We've already spoken with a senior member of our team about the case which we've narrowed down to being an issue with the phone itself I'm afraid. James"

So, as I said earlier - what now?

[Amanda]

I can see your most recent conversation via social media was three weeks ago @Highlandfairy - our department have all been updated since the last time you got in touch, with the next steps they need to follow to escalate it. 
I've also added a note to your conversation, reiterating that we need to get individual examples of the issue to escalate it further. 

Please pop us another message and this will reopen the conversation chain again and one of the team will be in touch. 

[Crugath]

I have spoken to someone via Twitter DM who is aware of the issue and has passed it on for escalation. Hopefully others will do the same and we'll get some traction.

Have a good weekend, everyone

[Amanda]

Thanks for updating the thread @Crugath - we'll continue to collate any and all examples we get 🙂

[natdavies2222]

Just updating to say that I raised this again last week via DM and I had much more success this time around. I've been advised that this is being monitored too, which is reassuring.

Thanks to @Amanda and @Mark for helping to get this sorted and ensuring that the various teams were made aware of the issue. 

As soon as I hear anything, I'll come back and update the thread.

[Amanda]

Thanks for keeping things updated @natdavies2222  🙂