Calls cut off after 20 seconds, phone gets warm, battery life short

[Colesy11]

Hi, I changed recently from an iPhone to a Google Pixel 7a. 

I've stuck with it to see if any of the problems get better, but I'm having issues, and reporting them to EE is proving difficult because of the main flaw - I can't make phone calls. It's defo not a signal issue as it happens everywhere and other things work, it's just phone calls. After about 20 seconds of conversation, I can still hear the other person but they cannot hear me, almost exactly to the point of it being 15-20 seconds perfectly clear, then nothing every time. I can't make doctors appointments, I can't phone clients - it's awful. Every avenue EE gives me, is to call someone, but I cannot make these calls and I don't have a landline! 

My phones battery life is also very short even in saver modes with background activity off, and it can get quite hot, even if it's indoors not on charge etc. I did get a 'used but like new' phone, so maybe it has outstanding issues? Really disappointed.

[bristolian]

Are you able to use mobile data whilst on calls, whether before or after the loss of in-call audio?

Is this a complete & permanent loss of audio? Or does it come and go?

[Chris_B]

@Colesy11  If it’s getting hot that means the battery is draining fast.  Have you tried doing a factory reset on the device because this sounds like a signal issue on the device and the device is trying to search for a signal when your on a call this would cause the battery to get hot and if it gets to hot you’ll experience issues.   A factory reset might just fix this but if it doesn’t you’ll need to go to a EE store to get the device looked.  This should be under warranty if you’ve had the device less than 1 year as that’s how long batteries are covered for.  

[Colesy11]

Hi, I'm able to use mobile data during calls, it is a permanent loss of audio as far as I'm aware (Obviously after 20/30 secs of silence, the other person usually hangs up). I have heard someone say I sound like a 'Robot' before my audio stopped working.

[bristolian]

Use of mobile data on calls means you are using VoLTE.

Loss of in-call audio is a selectable option when you're reporting a problem using the status webtool at https://ee.co.uk/help/mobile-coverage-checker - select "check status" > "report a problem" > in-call sound problems

I would concur that a hot battery isn't a good sign either.

[Colesy11]

Hi,

I appreciate the help, however seems to be endless dead ends - I've followed your instructions and reported it on the coverage checker but when I got to submit 'This service is currently unavailable, please call us'.