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!

[repask]

@PayPro @Amanda @Effie 

Vodafone managed to temporarily resolve my issue with outbound calls disconnecting on Google Pixel 7 Pro at 29min 51 seconds when using WIFI Calling or 4G VoLTE by disconnecting my number from Vodafone services/network and reconnecting. It took 4 days to reconnect my number and I was left with no service, but it resolved it. I had to activate my WIFI calling again, but it worked and calls were staying up longer than 1 hour.

Problem is that it was only a temporary fix. The disconnect/reconnect of my number took place at the beginning of November 2022 and at some point since then WIFI calling and 4G VoLTE broke again and calls disconnect at 29m and 51s. It's only outbound calls, not inbound. Inbound calls can last well over an hour.

I only noticed it's broken again this week (11.1.2023).

It's impossible to say why it would suddenly break again, but after speaking for 1.5h with Vodafone network support yesterday, they managed to confirm that this is a common issue with the mobile equipment Vodafone and other providers use. It's due to a software/firmware issue on the provider's mobile equipment, that's causing calls using WIFI Calling and 4G VoLTE to disconnect.

I was assured by the representative that Vodafone and all other providers using the same manufacturer equipment (e.g. Nokia, Ericcson, Alcatel, Huawei or whatever Vodafone uses on their network) are waiting for a release of a software update that is meant to address this issue. My worry is that it's been going on for years and it still doesn't work, thus this fix might take years or it might never arrive. Vodafone might have received news that it's not fixable and they are just hoping people will accept it and stop complaining.

Problem 2 is that Vodafone network engineer was assuring me for almost 2 hours that the issue is not on their side and that it was not actually an issue at all. I was told that it's only an inconvenience. Well not being able to call HMRC or NHS or other companies' help lines because the wait times are well over 30 minutes is a major issue! My call just drops and I need to queue again, never getting through to anyone.

The only reason why I managed to get a straight answer from the Vodafone network support engineer was because they mentioned that it is a software problem and I need to wait for an update to be released. I kept at it, trying to understand what needs to be updated. That's when I finally got an answer that it is actually not an update of my phone software e.g. update of Android version, but an update of Vodafone mobile network equipment that they're waiting for the manufacturer to release.

This lack of transparency and willingness to accept that the fault is on their mobile equipment is really adding salt to the wound. I understand that every mobile provider around the world using the same mobile network equipment from the same manufacturer is most likely affected by this issue, as I was told by the Vodafone network support personnel at the end, but not willing to acknowledge that it's a fault that Vodafone needs to fix and blaming customers' equipment, our phones and software version of IOS and Android is unacceptable. That's how the call started, that my phone needs to be updated and I need to wait until it's released.

I don't have any reliable mobile coverage at my home from any of the mobile providers. My house is located at the bottom of a hill, thus changing carriers wouldn't bring me better 3G, 4G or 5G service, but it would certainly bring me better WIFI calling because the same phone Google Pixel 7 Pro works fine on 3 network. I can make calls longer than 60min without any issues using WIFI calling. I assume 3 network uses different mobile network devices from a different manufacturer than Vodafone, thus they are not affected by the same issue.

It would be great if Vodafone finally releases an official statement that they are waiting for a software fix/update to their equipment, the date when it's expected and I would be happy to wait. But keeping people in the dark and lying to them that the issue is on the customer's phone is unacceptable.

[PayPro]

@repask, well said.

[KayleighH]

Agreed! Well said @repask 

[PayPro]

And just to add, how on earth can Vodafone validly claim that a device that shows in their IMEI checker as not being compatible be the reason why calls disconnect at 29 minutes and 50 seconds.

I’ve just made a test call on my wife’s Xperia phone that is showing on the Vodafone IMIEI checker as being compatible with 4G calling and guess what? The call disconnected at 29 minutes and 50 seconds!

As others have already said, if a device connects to 4G calling for 29 minutes and 50 seconds then it must be compatible irrespective of what their checker says. The proof is in the pudding!!

[Rob_Bull_001]

Thanks for the post, maybe if it is equipment based the issue only exhibits in certain cell mast areas, and as far as I know some providers share masts, whether that includes network equipment I don't know.  Did you happen to have a contract renewal/upgrade between the time you were reconnected and the time you noticed it had stopped working again?  Because it was a consequence of contract renewal that our Sony phones started to re-exhibit the issue. 

[PayPro]

It is the case that some providers share masts but this problem is not mast specific. Ostensibly the masts are just aerials. The fault lies within Vodafone’s network equipment.

My account went through a contract renewal in February 2020 and I began experiencing call disconnects in March 2020. At that time I just thought it was a poor signal but as it became more regular I undertook some research and discovered the 29 minutes and 50 seconds widespread issue.

To Vodafone’s shame they seem to be content to mislead their loyal customers and that is truly appalling.

[repask]

@Rob_Bull_001 

There wasn't any change to my Vodafone contract and services during this time. I'm really puzzled why would it stop working. I'm using my phone 95% of the time on Wifi calling from home and it was certainly resolved by disconnecting and reconnecting my number by the Vodafone network team. 

The fact that it helped, doesn't make sense on its own. Possibly my network profile/settings were set to newer ones upon reconnection and they work with WIFI calling/4G VoLTE?

It really puzzles me as I work with VoIP phone systems and SIP Telco carriers on daily basis, troubleshooting traces of VoIP call signalling and media streams, DTMF tone issues etc. Albeit my work does not specialize in GSM networks, the core logic is the same, there is a client endpoint being the phone and a local mast/cell being the SBC in this scenario. Obviously, there are much more systems in the background for authentication etc.

Another interesting point is that the only affected calls are those that use VoIP protocol to carry the traffic, meaning WIFI calling or 4G VoLTE that is using SIP Voice over IP-based communication, no longer GSM protocol.

Calls over 3G, 4G (non-VoLTE) networks still use GSM to carry the voice, thus this works fine and calls last well over 1h. GSM protocol is in use since GSM networks started back 1991 thus they had ample time to work out the kinks in the systems.

Only outbound calls are affected (at least for me). This even further reaffirms the point about call session timer refresh being the culprit and causing the disconnect. There is a difference between Inbound and Outbound calls, normally when Inbound call establishes, most SBCs want the far end, the customer phone, to refresh the call session every X seconds (agreed during the call establishment phase). This timer is usually something round like 30 minutes or 60 minutes, but it could be anything. When the expected party (customer's phone or Carrier SBC) does not refresh the timer, the other side considers the call session "dead" and hangs up. This is very useful to prevent stuck calls in the systems for day, weeks or months, consuming SIP channels for no reason and thus the licenses, due to a call not tearing down at hangup due to signalling issues. Communication issues are expected, moreover in wireless networks that are prone to so many interferences, weak signal etc.

When dialing out from your mobile, the phone usually asks the far end (Carrier SBC) to handle the session refresh. That's why an Inbound call can work fine and last well over 1 hour (the phone is refreshing the timer) but on Outbound call, the SBC is refreshing the timer and if that does nto happen the call disconnects. In case of Vodafone it disconnects at 29 min 50 seconds. 

This happens often when connecting new Telco carrier SIP trunks to an SBC. All it needs is to tweak the settings on either side to make sure both parties refresh the call timer when they are expected to.

Without having access to Vodafone systems, it's a guessing game, but the Vodafone network engineer confirming that it's a software update they're waiting for confirms it's a bug in the code. At a minimum, it's an incompatibility between the network equipment and certain mobile phones/software that require other settings to successfully carry a Wifi Call or 4G VoLTE call above 29 minutes and 50 seconds.

Vodafone releasing an official statement and acknowledging this as a fault would be the right thing to do and be transparent about it when it will be fixed for everyone!

[Gemma]

@repask - Thanks for sending us your details. I can see my team have been in touch and we'll reply there with any further information. 

@Rob_Bull_001 - I've searched for a message to my team on Social Media, via the name you've registered on your profile and nothing's showing. Please can you get in touch with us through Social Media and we can then raise a case for you. 

@PayPro - I understand this is frustrating and I'm sorry my team can't raise this for you with us not being able to take your details securely. 

[Rob_Bull_001]

@Gemma, I didn't raise the issue myself, but my Wife did (who has the same model phone as me) in this thread. 

https://forum.vodafone.co.uk/t5/Network-queries/Outgoing-calls-dropping-after-29-minutes-and-50-seco...

She has spent hours on calls to network support teams.

[PayPro]

@Gemma, why can’t your team accept the details via the “Social Escalations Hub” that customers access using a link and code they are sent by way of a PM?