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!

[Effie]

Thanks for letting me know @KayleighH I'm so sorry there has been push back. I've found your conversation and spoken to the agent that is picking up the thread. He is going to ask you for all of the specific details that we need in order to escalate your case. We will get this sorted I promise. 

[KayleighH]

Thank you @Effie I appreciate that. I have now sent Tim the details requested. 

[mdc1983uk]

@KayleighH can't believe after so long they are still collecting evidence about this fault lol.  I gave all my info back in May/June for the issue and know you had the Poco branded version of the same handset I have.

Considering the fault only started a few months into the contract and getting a new phone of same model without any updates didn't solve it.... I still fail to see what the manufacturer can do to fix the problem unless you are expecting them into implement some workaround fix for a problem that only exists on this one network. Surely it would be better to fix the network rather than expect all different brands to fix it for you???

[Rob_Bull_001]

Hi @Effie,

I'm also not a social media user, and my Wife and I both have Xperia xz3 with the same issue. My wife (who is a VF Group employee) has spent literally hours on call to Network support using her work phone which doesn't exhibit the fault, they have completely re-created our account, we have undertaken endless 29minute and 50second tests and nothing has worked, including tests in safe mode. I have wifi calling Off in the phone settings, it makes no difference on or off. As I posted previously, this all started to occur after a contract renewal, there used to be an option  in the MyVodafone app you could turn off WiFi calling but that has now gone. Please ask your support to factor in my previous comment s above, thank you 

[EL1234]

To update from November:

I still have the issue.  I contacted Vodafone over social media, but they're unable to do anything where the connection is via Lebara.  Lebara haven't contacted me since 8 December.  Before that they advised the issue was on "all the android phone have Quallcomm chipset which does not supports call for more then 29 minutes and 59 seconds."  They asked me to check on an Apple phone.  As I don't have one lying around, I didn't do that, but told them it worked fine in my work Samsung. 

It also works fine if I force network connection to be 3G / 2G - i.e. if there's no VoLTE.  Lebara didn't take me up on my request for a workaround of turning off VoLTE.

Nokia have asked me to do a factory reset (didn't work).  Other than that, all they can suggest is sending it in to their technical centre, but since that's in Hungary and they won't have a Vodafone UK network SIM to test it with, there doesn't seem much point to that. 

I plan to switch networks instead, it's a lot easier.

[KayleighH]

I think I am also going to have to switch networks. I just don't think Vodafone know how to fix the issue or really even what's causing it because it doesn't occur for everyone, or not that we/they know of. I am reluctant to change because my Voxi plan is such a good deal, but it's just such a pain having to manually change the settings every time I am going to make a long call, and as I explained to the Vodafone social team earlier, if there was an emergency and I forgot to switch the settings and got cut off, it could be so detrimental. 

I have the problem that I need a network that will work where my wife's Mum lives, which is a bit out in the sticks and as her WiFi is rubbish, I need to have good internet and a fair amount of data as well. 

This has been going on for so long now and it doesn't seem like there will be a resolution any time soon, so I think jumping networks is going to be the best option. 

[mdc1983uk]

@KayleighH  Yeah you won't ever get it sorted I think. The fact it isn't even a brand of phone and some of the premium phones ie non Chinese like Sony and Google have the problem.... Might die out with later gen handsets who knows but considering this thread has been active for years and they continue to have it marked as solved when it clearly isn't and they keep repeating to give them info is nuts. Why not use own employees as testers???? Couple of decent engineers should be able to reproduce and fix this problem within days without expecting customers to jump the hoops. Just relying on the fact most people don't notice such problems I think, and those that do get VoLTE turned off as a fix which then won't become a problem until the 3G network gets turned off. But that's another problem they can deal with later on I guess

[KayleighH]

Yeah I really don't think it'll be resolved. I think the next time I am down at the in-laws I will get some PAYG Sims to check what works and then switch to whatever gives me the best signal up there. I can't be dealing with this. 😕

[Amanda]

Hello everyone 🙂 thank you all for reaching out and for continuing to keep us updated about your related situations. I can understand your frustration and I'm sorry for any inconvenience caused. 

As Steph has mentioned above, we can raise individual cases for this to be investigated - called a 'Non Location Specific Network Fault' case. 

If you'd like us to do this or would like us to look into any previously raised cases, please contact my team on Facebook or Twitter - I appreciate that some users may not use social media, but it is the only secure way my team can take the necessary information from you, to look into it further. 

[PayPro]

Well @Amanda , as a non social media user, I contacted 191 as suggested by @Effie  yesterday and struggled to get the agent to transfer the call to the Network Team. He attempted to take me through the numerous troubleshooting processes which we all know is a waste of everybody’s time and energy. Eventually he said he would pass my case to a manager in the technical department and they would call me back “later today” [yesterday]. Needless to say no one called.

Lest you forget, back on 1 February 2021 04:36PM, @Tash  posted:-

“Hi everyone, I've received an update from the team who've advised that software including the fix for this issue was approved and released to Pixel 3 and above in early December 2020. They've confirmed this now looks to have resolved the issue. Please ensure you have the latest Android version installed if using a Google Pixel.

I've also been advised the equipment on our network which is the root cause of the issue is being removed, with a completion date being end of March to wipe out these instances regardless of which Android version your phone will be using.

For Sony phones, a fix hasn't yet been put in place regarding the software and once our changes are completed by the end of March, this should also fix the issue across different devices.

If you have any further questions regarding this, please let me know.”

For what little loyalty may be worth these days, you may care to note that I have been a Vodafone customer for upwards of 35 years and I find the dismissive treatment of this longstanding issue utterly shocking.