topic Re: WiFi calls drop after 29 mins 50 secs in Mobile Services

WiFi calls drop after 29 mins 50 secs

MartinGW — Tue, 29 Nov 2022 17:01:24 GMT

My Google Pixel 6 Pro drops WiFi calls after precisely 29 minutes and 50 seconds. I have heard of other people having this problem and solving it by disabling WiFi calling in their account (not on the device), but I can't see any settings on the ee app to do this.

Had anyone eagle experienced this problem and found a solution?

Thanks in advance 👍

Re: WiFi calls drop after 29 mins 50 secs

Northerner — Tue, 29 Nov 2022 19:39:54 GMT

Hi @MartinGW

It's automatic and you'll need to speak to EE CS on 150.

It sounds like your device firmware as I've a S22 ultra and mine has never cuts off, none of my Samsung phones have. I would suggest you ask on the Google/pixel community forums.

Thanks

Re: WiFi calls drop after 29 mins 50 secs

bristolian — Tue, 29 Nov 2022 21:49:21 GMT

Does the same thing happen to VoLTE calls made over the 4G mobile network?

Re: WiFi calls drop after 29 mins 50 secs

MartinGW — Thu, 01 Dec 2022 15:12:15 GMT

No, it only happens when calling over wifi.

Re: WiFi calls drop after 29 mins 50 secs

N88 — Tue, 19 Sep 2023 12:17:55 GMT

Was this ever resolved? I am experiencing this issue (Pixel 6 pro dropping all WiFi calls after 29m 50s) as well. I can see from searching online that Vodafone successfully fixed this issue (although it took nearly a year) for their customers.

As with Vodafone, placing the call on hold and then resuming means that the call won't drop at the 29m 50s mark.

Re: WiFi calls drop after 29 mins 50 secs

James_B — Tue, 19 Sep 2023 12:51:24 GMT

Hi @N88,

Welcome to the EE Community. 🙂

I'm sorry to hear you're experiencing dropped calls.

Please get in touch with Technical Support so a member of the team can take a look at this for you.

They'll be happy to help.

James

Re: WiFi calls drop after 29 mins 50 secs

N88 — Wed, 20 Sep 2023 13:34:22 GMT

Unfortunately I contacted them before seeing and replying to the message here. They simply told me that no one else was experiencing this issue and that I should call Google tech support. Not really an impressive response.

Re: WiFi calls drop after 29 mins 50 secs

James_B — Wed, 20 Sep 2023 13:35:37 GMT

Have you contacted Google Support @N88?

James

Re: WiFi calls drop after 29 mins 50 secs

N88 — Wed, 20 Sep 2023 15:29:35 GMT

Yes. Google told me that WiFi calling on Pixel phones depends upon the mobile provider correctly supporting this feature. Since EE advertises that their service works with Pixel phones and since the device is working to specification (because it works correctly with Vodafone's WiFi calling service) it must be EE who is responsible for correcting the issue with their service in regard to Pixel phones.

Not the most helpful of responses, but it seems to be a fair point. EE advertise that the Pixel 6 Pro is compatible with the EE WiFi calling feature and therefore it seems that they would be the only ones that can fix this fault.

I've called EE support again and the agent this time was much more helpful. I'm expecting a call back next week. I will reply again here with an update afterwards.

Re: WiFi calls drop after 29 mins 50 secs

Christopher_G — Thu, 21 Sep 2023 07:02:56 GMT

Thanks for the update, @N88

Please keep us posted on what happens.

Chris

Re: WiFi calls drop after 29 mins 50 secs

N88 — Tue, 26 Sep 2023 18:50:28 GMT

After testing over the weekend with the new replacement SIM that arrived I discovered that both that and my original eSIM are now able to make calls for 2 hours before disconnection. I spoke with the EE agent again but he was not aware of what might have changed to get this working. He suggested it might have been that the phones refreshed their EE settings upon inserting the new SIM.

In any case, I'm now working satisfactorily with both phones. 2 hours is enough for me and I can use the on hold/off hold method if longer is necessary.

Re: WiFi calls drop after 29 mins 50 secs

Katie_B — Wed, 27 Sep 2023 06:35:48 GMT

Thanks for coming back and letting us know this is now working @N88.

Katie