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Android

Pixel 3xl drops calls after half hour

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Crugath
4: Newbie

I wasn't told to do a factory reset, I was advised to force my phone to pick another network and then switch back to Vodafone.

 

If other phones had specific updates to fix this issue, I fail to see what a factory reset would do.

 

Please can we get some information from Vodafone as to what this issue is, and why suggestions like I was given or a factory reset would be useful?

 

I don't like how we're told to go off and talk to Vodafone on other channels, this leads to lots of repetitive communication, where instead things could be discussed here and then there's a single source of information for Vodafone's engineers and us users. What's the point of community forums if we're all told to go and communicate elsewhere, especially when elsewhere has no knowledge of the communication here?

 

 

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natdavies2222
3: Seeker

@Mark can you come in on this please? 

 

Your earlier post seemed to suggest that this was a known issue and that any phone models that weren't mentioned in Amanda's post would be investigated.

 

I don't think that what me and @Crugath have experienced reflects this. We've both been offered different advice for the same brand of phone and at no point has there been acknowledgement (apart from here in the forum) that this is something that the Technical team are aware of or that it has been investigated in any way.

 

I feel that we've been offered "fob off" solutions and that our issue probably isn't getting to the team that investigated this for the Google and Sony models that were originally affected by this problem.

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Mark
Community Manager

I advised to complete a factory reset as this would help eliminate any glitches with the software and help ensure you're using the most up to date version of the Android operating system on your phone @Crugath

I can understand it may feel a little frustrating to be asked to contact us through another platform. As we're unable to discuss any personal information with you via a public forum such as our Community, we need you to reach out to you via a Private Message or DM over our other social channels. When you reach out to us regarding anything raised to us here, we always advise including a link to your Community post as this will help you avoid repeating yourself

If you can confirm the make and models of the phones you're using @natdavies2222 & @Crugath and if you purchased these directly from us, I'll be able to see if we have a little more information on this issue for you.

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natdavies2222
3: Seeker

Ok, I can accept that advising a factory reset may eliminate glitches (although it's been quite a number of years since I've had to do anything of the sort).

 

However, both myself and @Crugath have stated how we're both running the most up to date version of Android available for our phones. In fact, we've both stated that our issue started after the latest update! I've just checked to be certain and sure enough, latest version of Android, ColorOS and security patch etc which are available for my phone, are installed. 

 

I can confirm @Mark that my phone is an Oppo Find X2 Pro that was supplied directly from Vodafone, on contract. I'm pretty sure that @Crugath has an Oppo Find X3 Pro from Vodafone, but it's best if that's confirmed by Crugath.

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Mark
Community Manager

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

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Crugath
4: Newbie

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.

 

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Crugath
4: Newbie

@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.

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Amanda
Community Manager

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. 

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Highlandfairy
3: Seeker

@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?

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Amanda
Community Manager

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. 

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Crugath
4: Newbie

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 :Smiling:

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Amanda
Community Manager

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

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natdavies2222
3: Seeker

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.

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Amanda
Community Manager

Thanks for keeping things updated @natdavies2222  🙂

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jamesharvey94
2: Seeker

Just like to add my device (Poco F3) to the list of devices with issues. Having called up and gotten WiFi and 4G calling disabled, I can now make calls longer than 29m50s. Not exactly a solution though! 

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Amanda
Community Manager

Thanks for letting us know @jamesharvey94 - if you can get in touch with us over social media, we can add this to our list of examples. 

If you include a link to your post, along with your Community username, you won't need to repeat yourself either 🙂 

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Crugath
4: Newbie

I have heard from the team on Twitter this morning with an update. This is on the Network team's radar as multiple people have submitted info now. In this instance, they are working with Oppo on what can be done.

I have asked about getting 4G/WiFi calling disabled on my account, but haven't heard back yet.

Is there a reason that this isn't an option on your account settings that we can change ourselves anymore? It's listed in the "Active Controls and Limits", alongside options for Sending/Receiving picture messages and being able to send messages to premium rate numbers, but the 4G/WiFi calling doesn't have a "Turn off" button.

Crugath_0-1654855848343.png

 

EDIT: I have heard back from the team on Twitter again who have disabled 4G/WiFi calling for me, and I have just made a phone call to test and the call lasted beyond 29:50!! So for now this could be a good work around, to disable WiFi/4G calling 

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Amanda
Community Manager

Thanks for keeping the thread updated @Crugath 

We've had no information on why you're no longer able to turn this off on your My Vodafone app/online - our team via social media can easily do this at anyone's request though. 

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Crugath
4: Newbie

@Amanda I spoke to someone on Twitter who turned it off for me, and now phone calls are able to stay connected beyond 29:50. So this is a good workaround for now, but I'm looking forward to a more-robust fix from Oppo in the (hopefully!) near future.

Thanks :Smiling:

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KayleighH
2: Seeker

Hi Amanda,

I am also having the same issue with outbound calls being disconnected after exactly 29 minutes and 50 seconds 😔

However I have a Voxi SIM which uses Vodafone network. I am using a Poco X4 Pro handset. Is there anything that you Vodafone can do to help with disabling my WiFi/4g calling or am I stuck because the SIM is through Voxi?

Thanks in advance.

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