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Android

Pixel 3xl drops calls after half hour

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Skodaboy66
4: Newbie

Hi jgfrancis. Thanks for your many informative posts on this ongoing issue. I'd be very grateful if you could tell me what I should ask Vodafone to do regarding deleting and resetting up my account? I tried a pay as you go Vodafone sim (with a completely different phone number) in my hanset (yesterday), and it still drops 4g calls at 29:50 on that, also. This may just have been unlucky, as maybe the PAYG sim was also connected to a 'bad' server? My phone was not bought from Vodafone, and is an unlocked Sony Xperia XZ1 Compact. I know Vodafone should be sorting this out for me, but they really have no idea! Every time I contact them, I get a different 'answer'. I have spent 30 hours plus on live chats, phone calls, etc, and I'm no closer to a resolution. I'm worried now, as my current 'workaround' of using 3g for calls will be no good when they disable their 3g network next year, and I can't afford to replace the handset. Thanks in advance for any advice you could offer me. Kind regards, David.

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jgfrancis
2: Seeker

Hi David,

I don't really know what to think now, your experience goes against my theory, unless as you say you may have been unlucky to have both sims on a bad server. I may have been lucky that my new contract was on a good server. I believe someone managed to get Vodafone to delete and recreate their account which solved the problem. I was unable to convince them to try this for me, but as I was quite early into my contract they agreed to end it without penalty. I pac'd my number to a temporary payg sim and took out a new Vodafone contract, pac'd my number back and it was all OK. I don't know if this helps you in any way, but I think Vodafone should be well aware of this problem by now and able to advise accordingly. Good luck. 

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Skodaboy66
4: Newbie

Hi. Thanks very much for taking the time to reply. Yes, that is helpful information. It's a weird one, as lots of people seem to have had different experiences/solutions. I may well try moving to another network, and then move back to Vodafone, just to see if it works. I'm not under contract, so no issues there. I've read that Sony released a successful patch for XZ1 Compacts that were supplied by Vodafone, but not for unlocked ones bought elsewhere, like mine. It's a great shame as I really love my phone! Apart from the expense, new handsets all seem to be huge, and are too big for my liking. Also, I may contact Sony, as apparently they have offered some good will gestures, on a case by case basis. Anyway, thanks again for your help. Kind regards, David.

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PayPro
3: Seeker

David, you may be able to secure a new phone from Sony but don’t expect that to definitely resolve the problem. Sony very kindly provided me with a brand new flagship phone last September (Xperia 1 III) and 4G calls still drop at around 30 minutes. Yes, I get about another 10 seconds!! My new device received another OTA software update this morning and a test call dropped at 30 minutes and 2 seconds.

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Skodaboy66
4: Newbie

OK. That's interesting info'. Thanks. I suppose if they would replace my handset, I could sell it unopened on eBay and put that towards a Vodafone supplied handset. That would at least help offset the cost. No idea what I'd buy though. Phones are just too big these days, IMHO :Sad_face:

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Crugath
4: Newbie

So I have been reading through this thread. I have an Oppo Find X3 Pro from Vodafone, on contract from new in April 2021. Since upgrading to Android 12 earlier this year, I am having this exact same problem with calls disconnecting at 29:50. Only when I make a call however, not when someone else calls me.

 

I see there are some specific fixes for some Google Pixels and Sony Xperia models had been rolled out to "fix" this issue, but so far no mention of the Oppo Find X3 Pro. Is this something that's on anyone's radar? I tried to open a support query a couple of months ago, but I wasn't given any help that was useful.

 

Any word on what's going on with the Oppo Find X3 Pro? 

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Mark
Community Manager

We currently only have the information regarding the models listed in @Amanda's message @Crugath. I've reached out to the team that provided this and asked if this is a known issue with Oppo devices. They've advised this will need to be investigated for you. As we'll need to take some personal information to do this, please pop us a private message through our social channels and we'll take a look. To save you repeating yourself when you pop us a message, please include a link to this thread and your Community ID.

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natdavies2222
3: Seeker

Hi, 

 

With regards to the above post that mentions the Oppo Find X3 Pro, I'd like to add that I'm having the exact same issue of outgoing calls cutting off at 29:50 on my Oppo Find X2 Pro. This has only become an issue since I received the Android 12 update in March. I've had the phone since November 2020 and have not experienced calls cutting off at 29:50 until the most recent Android update.

 

It's a bit disheartening to see in this thread that there doesn't seem to be a true solution to the problem. I'll try contacting Vodafone on social media and update the thread if I get any useful or different advice for Oppo devices.

 

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Highlandfairy
3: Seeker

@Mark This isn't the case - when I contacted the social media team with the link they told me they were unable to view the forum and I had to both repeat the entire situation and provide them with screenshots of the forum thread. So perhaps you could get the people we are contacting in the loop first, because the customers who have this call dropping issue are sick of repeating ourselves!

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natdavies2222
3: Seeker

@Highlandfairy that is exactly what I'm currently experiencing! I'm in the middle of messaging Vodafone and they stated that they couldn't open the link or view the thread. Really inconvenient having to go back and fore between the two!

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Highlandfairy
3: Seeker

@natdavies2222 Yep, such a frustrating lack of internal communication! 🤦‍♀️

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natdavies2222
3: Seeker

@Mark just so you're aware, the staff on social media have no idea about this issue. As @Highlandfairy has noted, we end up having to repeat ourselves and we get asked the same questions over and over. 

 

It's frustrating, because if they were able to see this thread they might stand a chance of getting our queries to the right department. There's obviously a number of customers who knowingly have this issue (who knows how many unknowingly have it, as they may only make short calls 🤷🏻‍♀️). 

 

Surely there's got to be a way to instruct the social media reps to pass these queries directly to the department that's investigating the issue?

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Crugath
4: Newbie

Yep, when I DM'd the Vodafone Twitter account after being advised to do so here, I was sent off to a tech support chat on the Vodafone website who was very polite and nice, but didn't really have anything relevant about this thread, and suggested a fix that hasn't worked.

 

EDIT: They did mention that the conversation I'd had with them would be saved to my account, in case I came back to contact support again, but at no point was there any mention of any details being passed to anyone who is keeping an eye on this issue (or similar issues). So this was treated as an isolated incident, and not something that might be more systemic.

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natdavies2222
3: Seeker

Somewhat ironically, I've been advised to phone technical support on 191 - let's hope I can resolve the call before 29:50 🤦🏻‍♀️

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Crugath
4: Newbie

Please keep us posted! Good luck. Talk fast 😉

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Mark
Community Manager

I'm sorry to hear you've had difficulty getting this issue resolved when contacting us via social media @Highlandfairy@natdavies2222 and @Crugath. We've been working with our network team for some time regarding this issue and have recently received the details outlined in @Amanda's post.

It appears to be a mis-understanding regarding being advised the team are unable to see this thread. This shouldn't be the case as public posts here are visible to anyone. In addition to this, many of our social team are the Community moderators and are always on hand and happy to help if one of the team are struggling to view these threads.
I'm sorry for any confusion regarding this issue. If you still need assistance with this after checking the information in our earlier post regarding this matter, please reply to our most recent message on the social platform you reached out to us on. We'll be happy to pick this up again for you and if needed get the case escalated again.

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Highlandfairy
3: Seeker

@Mark @Amanda my last correspondence on FB messenger ended with Vodafone saying there's nothing they can do and my handset is at fault. So where do I go from here? I don't want to waste my time with them again when they clearly have washed their hands of it. So... What do I do?

 

I have a Sony XA2 and Sony XZ1 compact that sporadically had the issue in the past, but now seem to permanently have it. This suggests it's software, not handset related. 

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natdavies2222
3: Seeker

@Mark thanks for this. As my phone isn't listed in the post that details those that have had updates to fix the issue, I've gone back to my message to Vodafone on Twitter and asked for this to be looked at again.

 

@Crugath and @Highlandfairy I'll continue to post updates to the thread to let you know if I get anywhere. 

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Mark
Community Manager

I can see the XZ1 compact is covered in @Amanda's message on the 29th about this issue @Highlandfairy. If your handset was purchased directly from us, there's been a software update that should eliminate this issue. Please check your handset software is up to date as this update should've corrected the issue. If you're handset was purchased from us and running on the most up to date android operating system, please back this up and try resetting the handset. Unfortunately, if your handset was purchased through a 3rd party, we're unable to confirm  the software update is available to your handset.

If you can reply to our last message in your conversation with us through Messenger, we'll be happy to contact the team to see if the XA2 is also affected.

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natdavies2222
3: Seeker

Ok, so the latest update is that I've been advised to do a factory reset on my phone. I can't say I have much faith in this suggestion as I suspect that as soon as the phone hits the Android 12 update, the issue will occur again. Multiple users have reported this weirdly specific timing, call cut off issue AFTER an Android update. Why would a factory reset make any difference? Unless Vodafone technical team expect me to not update Android when the updates come through??

 

Factory reset isn't ideal, as although the phone backs up automatically - it's still a bit daunting! As this seems to be a process of elimination though, I guess I'll have to give it a go.

 

Also, being advised again to "phone" technical team if I need further support .... yeah 🙄

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