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Android

Pixel 3xl drops calls after half hour

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Gemma
Moderator

@KayleighH - thanks for reaching out to us and I’m sorry to hear you’re facing the calls dropping after this length of time. Please come and talk to us through Social Media and we can take a look at your account.

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ejrobinson
2: Seeker

Hi Mark,

 

Just to provide some additional insight, OnePlus phones (same parent company as Oppo) are also suffering from this issue currently, as well as VOLTE not being supported on Vodafone (which seems silly when Oppo is and they are basically the same handset)

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mdc1983uk
4: Newbie

I'm now getting this problem on my Xiaomi Redmi Note 11 Pro 5G. It has started sometime between Mon 13 Jun and Mon 20 Jun looking at my billing records I had a hour long call on the 13th and on the 20th got cut off at 29m50s and every call since then either shows up as 30min or less!

 

What do I need to do to get it sorted and why has it suddenly started after so long? I found this thread while on hold to 191 and being told a load of useless advice like get a replacement SIM, enter APN settings in manually, force phone to connect to O2 then back to Vodafone! Clearly none of this is any use I see that forcing 3G mode or turning off 4G calling seems to be a workaround but heck I don't pay for unlimited 5G data to be pushed back into using 3G just to make a simple phone call. Seems like Voda has had over a year to sort this out for other customers and instead you've given my a problem I didn't have. And why are your tech support still not aware and giving out the useless advice wasting my time?

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Skodaboy66
4: Newbie

Sorry you're having this problem too. It's been going on for well over 2 years, actually! I've given up with Vodafone, as they told me umpteen different reasons, and offered umpteen 'solutions. None worked. The last time we spoke they told me it was because my XZ1 compact was 'out of date'!! I'm sorry to say, they will NEVER resolve this issue. When they switch off the 3g network next year, our phones should then default to 2g for calls. Disabling wifi and 4g calling via the my Vodafone app is the best workaround I've found. If you find you can't disable it in the app, you'll need to ask them to disable it for you. Your phone will switch back to 4g/5g for data once the phone call ends. Please don't waste hours of your life with Vodafone 'support' (like I did!) as they are utterly clueless. All the best.

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Mark
Community Manager

Hey @mdc1983uk We're aware that some models of phones are experiencing this issue and it is being looked into by our tech team. They are replicating the issue in affected models, locating the issue and updating the operating system. If you pop our social team a message, we'll be able to check if we're aware of this affecting the Redmi Note 11 and keep you updated on our progress.

I'm sorry you've been advised this and we weren't more helpful @Skodaboy66, I'm aware the Sony lab tested and released a software update to resolve this issue in many Sony ZX models (including the ZX1); however only for Vodafone Network devices (purchased directly from Vodafone). If your handset was purchased through our selves and you're still unable to connect pop us a message using the link I provided earlier in this message and we'll be able to help further with this.

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mdc1983uk
4: Newbie

@Skodaboy66  Yes I'm starting to get that feeling myself already. I'll persevere with them a little longer because I've had that phone a couple of months on 4G calling without a problem so it's not something they need to fix, seems more like something to undo.

 

@Mark I've dropped the social team a message and they seem as useless as the phone tech support. I also never got the promised call back from them today perhaps unsurprisingly! I don't hold much hope as this is how my twitter conversation is going so far after them asking for model number and a few other bits....

 

Me: Purchased from http://mobiles.co.uk. This problem started between 13th and 20th June. 13th I made a call that was over 1 hour long without problem and have been since I started this contact. 20th I was cut off at 29m 50s and ever since then unable to make a longer call
 
Them: Thank you for the information. Request you to please reboot your phone and check it. Also, it might happen due to network issue as well. So after reboot please check and let me know. If you still faces issue then will help you with some network setting. Ankita

 

This is completely outrageous to be honest. I got this phone months ago and made sure all the features like 4G and WiFi calling worked because I brought from a 3rd party store. They did and I made plenty only 30+ min calls. Does it not occur to Vodafone that seen as they seem to be the only network in the country and perhaps even the world with this problem, that perhaps it's something on your end?!?

 

Like what happened to all the messages we used to get after the phone did a software update or put SIM in another phone. Without fail I always used to get a message saying you've updated software or swapped your SIM to another phone so we are sending some settings. I stopped getting those some time ago I think around the time this started.

 

Also it's a bit of a joke to expect customers to actually test whether anything gets fixed by doing reboots and stuff. You seriously expect us to spend 30 mins on a call just to check if we can? Very very shoddy

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jamesharvey94
3: Seeker

Surely a problem that manufacturers have to fix independently just for you, is more of a you problem? I don't see the problem occuring with other networks. Can you just fix whatever it is on your end and stop expecting us to wait for our manufacturers to fix it...

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Skodaboy66
4: Newbie

Hi Mark. My phone was purchased from Carphone Warehouse, so I'm stuck without 4g calling being useable, despite paying for it every month. My only option is to replace the handset. I've no intention of doing that now, but when I eventually do, I will be moving to O2, due to the appalling way this whole issue has been dealt with by Vodafone :Sad_face:  

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mdc1983uk
4: Newbie

@jamesharvey94  yeah exactly this is what I mean 🤣 I brought this phone in April and it worked fine 4G calling and all. Something breaks it in June and they are saying it's manufacturers fault and I find out it's a problem some people started with back in 2020. What a load of bull!!

 

I mean it could be a Android/Google problem... But just with this one network. And I haven't even had a major software update yet only the monthly security patches so.... Doubtful

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mdc1983uk
4: Newbie

@Skodaboy66  Are you sure that's even the problem? I got mine from same well a spin-off company of CPW and 4G calling worked and in fact still does it's just this stupid cut off problem. This whole thing stinks of trash tbh. I might see if I can get hold of a copy of my note 11 software as original, flash it then just not update it then I'll know. Because when it came out box it worked fine 4G WiFi calling and calls over 30 min. It's had a couple of monthly security patches that's all and mysteriously this happens

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Skodaboy66
4: Newbie

Hi. My gut feeling is that this is definitely a Vodafone network, rather than a handset problem. Other people have used different Vodafone SIM cards (borrowed for example) and the problem then went away. I tried a PAYG Vodafone SIM and 4g calls still cut off at 29:50, so it didn't work for me, though. It seems very random. I've read previously in the forums that it's to do with how the account is set up and connected to the Vodafone network, but I've no idea if that's correct. It does sound plausible, though. One customer left Vodafone, then re-joined, and the issue was resolved (using the same hanset).  Despite extensive online searches, I've not found ANY cases of this issue on any other network. I'm kind of resigned to the fact that I'm stuck using the 3g workaround for now, but I plan to move to 02 in future, partly in protest at how this issue has been handled, but also as 02 still offer free roaming in Europe. I hope you find a solution, anyway. All the best.

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mdc1983uk
4: Newbie

@Skodaboy66  yeah something very fishy about it all. Like I said my phone worked fine on 4G calling for 2 months it's clearly not a fault with the phone. Something has happened on the account and something they are yet to pinpoint.

 

I find it strange I no longer get messages after the phone does a software update. I find it strange they removed the option to turn on or off 4g calling on the app.

 

They better get sorted because this sort of thing can break the reputation of what otherwise is a decent network. I like the fact they still allow conference/merge calls and that their 800MHz 4g spectrum covers very well like the old 2g 900MHz did back in the 1990s.

 

If they switch off the 3g with this issue unresolved and we are all forced back onto 2g calling it's going to be very bad news. 1 that the 2g is basically insecure now and akin to running Windows xp on a pc and going online with it. And 2 the capacity of 2g just isn't there. It already is a skeleton service to run old tech like old smart meters, burglar alarms and M2M devices that haven't been upgraded.

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mdc1983uk
4: Newbie

How many of you guys having this problem have dual SIM phones with 2 SIMs running at the same time? Just something i'm working on while I have a bit of time tonight and I want to rule something out.

 

I know 100% that 4G/WiFi calling is working on my CarPW handset. I'm literally sitting here in a call and switching Wifi on and off. But what I have noticed is that in the advanced settings it is switching between mobile network connected/disconnected, Its totally ignoring my preference to use Wifi calls or not on Vodafone.

 

So example I start a call while connected to Wifi its saying mobile network is disconnected and running call through Wifi even though I have Wifi calling turned off. If I turn off the Wifi the call flips over to 4G and carries on but mobile network is connnected. Turn Wifi back off again and it goes back back to mobile network disconnected!  It's the idea of Wifi/4G calling to be seamless and was infact one of the problems with 2/3G where they couldn't handover without disconnecting the call but this is flawed.

 

If I turn on airplane mode then the Wifi it denys I have a signal on Voda unless I then turn on the Wifi calling. Hmmmmmmmm

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Lord_Snooty
2: Seeker

Hi

New member here

I have absolutely the same issue as you are suffering

Bought a Vodafone PAYG SIM to test out whether i would receive a better signal than my current operator EE

The phone reception is greatly improved but suffer from the 29 min 50seconds cut off

I have a new Oppo Find X5

Called Vodafone -fobbed off with 'must be the phone' etc -'we have no problem with this'

I assume from reading this thread that Vodfaone are nowhere near solving the issue?

Looks like i'll be sticking with EE on WI-FI calling

Pity because Vodafone ticked every other box

I can't beleive they haven't addessed this issue in over two years

 

 

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Lord_Snooty
2: Seeker

Hi Mark

 

Please add the Oppo Find X5 to your list to investigate

No issues using EE or 3 SIM's -both sail past the 29min 50sec cut-off without issue

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KayleighH
2: Seeker

Hi Lord Snooty,

It's definitely a problem with Vodafone and has not been experienced with any other network. 

I use have a Voxi sim which uses the Vodafone network. I would move to another provider if I could find someone that offers a deal as good as Voxi. 

 

The only current work around is for a member of the Vodafone team to turn off a setting at their end for WiFi and 4g calling. I requested this via Facebook messenger and they did this very quickly for me and it did resolve the issue. The only concern will be when Vodafone turn off their 3g network. It may be at this point I will need to change provider.

 

Please do not let anyone fob you off with "it must be the phone" as it definitely is a network issue not a phone model issue.

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Lord_Snooty
2: Seeker

Thanks @KayleighH 

I figured it was an issue after the 3rd '29m50s' cut-off

Just praying that Vodafone get on the case

Not hopeful after reading some vigorous investigation from other sufferers and still no further forward

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KayleighH
2: Seeker

Yeah unfortunately doesn't look like it will be resolved any time soon. It's been going on for at least 2 years with no resolution. 

I think the more people that raise the issue the better though.  

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mdc1983uk
4: Newbie

@KayleighH @Lord_Snooty  Yes it's exactly what i'm worried about when they turn 3G off and its still unresolved back to 2G and party like its 1999 I assume 😂 . It's also extremally inconvenient to pay for unlimited 5G data and be restricted to 3G speed whilst on a call! Some people have SatNav connected to WiFi hotspot etc which barely works and doesn't at all on 2G.

 

I've had enough and seen as I know when this problem started on my phone and know how to do so, i'm downgrading the firmware back to what it was on when it came out the box and actually worked.  If that sorts it we know its a bug that Android/Google have introduced with a software update.  If it doesn't work then Vodafone are literally lying and have done something themselves from their end to the network or account. I will update when i've done so, got to wait a few more hours to unlock the bootloader on my phone to allow it to take downgrade.  It will also allow me to put some custom versions of Android on it as well so i'll try unofficial Android 12 that we still don't have!

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PayPro
3: Seeker

Vodafone admitted it was their equipment on 1st February 2021 at 04:36pm when @Tash posted:-

 

"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."

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