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!

[EL1234]

Evening.  Just to add to the evidence on file, I have a Nokia 3.4 on Lebara (uses Vodafone) which was working fine until late September, judging by my call logs.  Around about the time it upgraded to Android 12, it started to cut off outgoing calls (not incoming) at 29 minutes and 50 seconds precisely, with the error message "server error, please try again later".  Lebara referred to their "network" team to "extend the call time".  However tonight they've come back to say my device is incompatible with Lebara's network.  It works perfectly fine for everything else, including incoming calls and data.

I have no settings on the phone to turn off 4G or wifi calling.  Lebara seem to be unwilling / unable to do so at their end.  The #*# codes quoted upthread give me a Lebara message "connection problem or invalid MMI code".

I usually have 4G data turned off when I'm at home, but judging by the "HD" symbol other posters have quoted, the phone is doing 4G and / or WiFi calls to mobiles anyway.  However, I get cut off regardless of whether the "HD" symbol appears in the call log.

I've dropped a message to the FB Messenger account this evening, let's see what they say.

Lebara are sending out a new SIM, but judging by the majority of posts in this thread, I don't expect the problem to be resolved by this. 

Incidentally, my IMEI (or rather both, I have dual SIM) is on the list of not being compatible for Vodafone 4G calling, but by the sound of it is still managing to connect for 29 minutes and 50 seconds.  I've swapped the SIM into the other slot and still have the same problem. 

[KayleighH]

Has anyone had any resolutions to this yet?

I tried my SIM in a different phone (Redmi Note 11 Pro) which essentially is basically the same specs as mine (Poco X4 Pro) but the Redmi is one that Vodafone definitely sell and when I checked the IMEI it showed as compatible for 4g and WiFi calling, but once again it cut off at 29 minutes and 50 seconds. 

I know the simple thing would be for me to just change network to resolve the issue, but I love the deal I have with Voxi and so I am reluctant to change. So frustrating.

[Effie]

Hey @KayleighH I'm sorry to hear that you are experiencing this issue! If you drop a message to the Social Media team here they can raise a case for you so that we can get this investigated and resolved. 

[KayleighH]

Hi @Effie 

Thanks for your reply but I have already been in touch with the social media team back in June 2022 and gave all the details requested, but the issue is still unresolved. 

[Effie]

Thanks @KayleighH Since then we have a new escalation process for this issue so we would need to raise you a new case and escalate it to the engineer team working with the manufacturer. Could you please pop over to the Social Team so this can all be done for you 😊

[KayleighH]

Hi @Effie 

Thank you for letting me know about the new escalation process. I will contact the social media team via Facebook again for further escalation. Thank you 😊

[Effie]

Thanks @KayleighH 😊

[PayPro]

Hi @Effie, what is the escalation process for those customers who do not use social media?

[Effie]

Hey @PayPro If you drop a message to our LiveChat team or call 191 and ask to speak to the Networks team, you can request a 'Non Location Specific Network Fault' case to be raised. They will ask for information relating to the case such as the phone number being impacted, the software version, where the device was purchased from etc and they can raise a case. The case is then automatically escalated to the engineers team running the investigation and they contact the manufacturer to resolve the issue on a case by case basis.  

[KayleighH]

Hi @Effie 

I have been speaking to several advisors on Facebook and none of them are aware of the issue or how to resolve it and keep giving suggestions on things to try which either have already been attempted or are not a valid option with my handset. I have been asked if I would like them to turn off my 4g and WiFi calling again, which I know resolves the issue, but I do not want to do this as it's not a reasonable fix, especially considering the 3g network is due to be turned off this year. Please help.