Pixel 7 doesn't receive calls or texts after Android 14 March update

[Tom912]

After March  Android 14 update , my phone has stopped receiving calls or SMS when it is idle for some time. After restart or toggling Airplane mode on/off ( sometimes), everything is back to normal. Phone is at the same spot.  Wife's iPhone has no issues in the same location.

A restart corrects the problem for a random length of time.

I have tried any listed "fixes" I could find. 

A check on the internet shows that I am not the only on with this issue

[vzw_customer_support]

We're terribly sorry for the issues you're having, Justme007. What is the software version on your phone? Have you tried any additional troubleshooting like resetting network settings? Or doing a factory reset after the update? 

~Ivone

[Scott5337]

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@vzw_customer_support wrote:

We're terribly sorry for the issues you're having, Justme007. What is the software version on your phone? Have you tried any additional troubleshooting like resetting network settings? Or doing a factory reset after the update? 

~Ivone

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@vzw_customer_support  Please don't ask us to do a factory reset for this particular problem. I work in IT and fully understand that a factory reset would be a normal step when all other troubleshooting fails. But folks on Reddit have said a factory reset did not help. I have seen reports that Google pushed a radio modem firmware update with the March security patch. If true, that would explain why the problem started and why a factory reset will not help. If the bug is in the phone's firmware a factory reset will not clear that.

Can you not escalate this issue to someone at Verizon that understands?

[Neberu]

FWIW, I'm in the exact same boat as Justme007:

* Live in the Bay Area.

* Pixel 8 Pro.

* Verizon

* It's a coinflip if any given phone call or text will go through. We're having to rely on using the chat function in the Gmail app to actually talk to each other.

* Only started when I updated to the April 5, 2024 system update.

Hopefully Verizon and Google are talking to each other and this gets fixed asap. Otherwise, I've turned wifi calling off, popped out the sim and put it back in, and rebooted, and hopefully it'll hold together a few more days.

[vzw_customer_support]

Hello, Neberu. Help is here as you definitely deserve a working phone. Please tell me more. I see you have completed some troubleshooting steps on your own. Have you attempted a factory data reset yet? This step is a great step to complete as it will ensure any issues with the software are resolved. Please let us know. 

-Natasha

[HeyRadar]

Verizon Support.

Factory resets are destructive.  And others have stated it doesn't work. 

STOP DESTROYING PEOPLE'S PHONES WITH THIS REQUEST.

The only thing we need from Verizon is an update on a response from Google.

[SynthpopAddict]

@vzw_customer_support, some of your agents are obviously confused about the types of resets one can do on their phone.  I believe what one of your agents meant to ask was if people had done a network reset as a part of a troubleshooting process.  Please do not ask customers to do a factory reset as that is an absolute last resort thing which essentially "nukes" the phone and can even cause problems if someone's phone was carrier unlocked from elsewhere (may cause device to permanently re-lock to another carrier).

Network reset: erases all saved network settings and Wi-Fi hookup settings to force phone to reconnect to whatever cellular/Wi-Fi networks upon starting up.

Factory reset: erases everything on the phone installed after it was purchased except carrier software.

[Neberu]

o_O

I fail to see how factory resetting my phone would address this issue.

[vzw_customer_support]

Neberu, a factory data reset "cleans" the software of any possible issue as well as it ensures that all applications are up-to-date. 

-Natasha

[Scott5337]

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@vzw_customer_support wrote:

Neberu, a factory data reset "cleans" the software of any possible issue as well as it ensures that all applications are up-to-date. 

-Natasha

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That's not exactly correct. A factory reset does not clean any software. It resets the operating system (OS) back to it's original factory settings, original apps and all user apps and user data is erased. No apps are up-to-date after a factory reset, they are reverted to their original app version like the day the phone was shipped from the factory.

If this really is a phone radio firmware issue as has been suggested in the news then a factory reset will not help since the firmware installed into the phone's hardware is not reset with a factory reset.

[mish5344]

I have the same issue - calls sometimes don't go through. Messages delayed or received in batches. Highly annoying esp when trying to get 2 factor auth code to come through.

Pixel 7  //  Verizon  //  Bay area. Installed all the latest updates.

[vzw_customer_support]

Let's make sure your service is working properly. Does this happen while being connected to Wi-Fi? Does this happen during specific times of the day?~Geo

[Scott5337]

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@vzw_customer_support wrote:

Let's make sure your service is working properly. Does this happen while being connected to Wi-Fi? Does this happen during specific times of the day?~Geo

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@vzw_customer_support  Please go back and read all the posts, please. This particular issue is not a Verizon network problem, there is no network troubleshooting we can do with you that will help. This issue is affecting Pixel users all over the world, with many different network carriers.

Can you not escalate this issue to the applicable Verizon team that can contact Google and discuss the problem with Google?

[SynthpopAddict]

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@Scott5337 wrote:

Can you not escalate this issue to the applicable Verizon team that can contact Google and discuss the problem with Google?

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I'm wondering if someone at Verizon did try, and were getting an overseas call center which couldn't do much?  Someone said earlier in this thread that calling Google for support was not particularly helpful for them.

[Scott5337]

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@SynthpopAddict wrote:

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@Scott5337 wrote:

Can you not escalate this issue to the applicable Verizon team that can contact Google and discuss the problem with Google?

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I'm wondering if someone at Verizon did try, and were getting an overseas call center which couldn't do much?  Someone said earlier in this thread that calling Google for support was not particularly helpful for them.

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I'm not talking about Verizon customer support contacting Google customer support. That would be worthless. I'm talking about the Verizon software development team. They can communicate with the Android software team. I'm sure they know how to communicate with each other, for monthly security patches, etc. The Verizon reps that answer here should be able to escalate our issues to the developers.

[SynthpopAddict]

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@Scott5337 wrote:

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I'm not talking about Verizon customer support contacting Google customer support. That would be worthless. I'm talking about the Verizon software development team. They can communicate with the Android software team. I'm sure they know how to communicate with each other, for monthly security patches, etc. The Verizon reps that answer here should be able to escalate our issues to the developers.

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I'd like to think the CS reps here could communicate with other parts of the company, but I'm also wondering if all the different departments are heavily "siloed" to where it's difficult for one department to talk to another, or even know what's going on.  Or am I the only one who thinks the company is so large, one hand often doesn't know what the other one is doing?

[Scott5337]

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@SynthpopAddict wrote:

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@Scott5337 wrote:

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I'm not talking about Verizon customer support contacting Google customer support. That would be worthless. I'm talking about the Verizon software development team. They can communicate with the Android software team. I'm sure they know how to communicate with each other, for monthly security patches, etc. The Verizon reps that answer here should be able to escalate our issues to the developers.

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I'd like to think the CS reps here could communicate with other parts of the company, but I'm also wondering if all the different departments are heavily "siloed" to where it's difficult for one department to talk to another, or even know what's going on.  Or am I the only one who thinks the company is so large, one hand often doesn't know what the other one is doing?

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I used to manage a Tier 3 software help desk and we used the same software and telephone system as Verizon, were even trained by Verizon call center reps on how the system works. Escalating issues to the dev team is definitely possible....if the lower tier folks have been trained on how to do that, or if they care.

[Beffa]

Having the same issue. Been to the Verizon store twice. First they replaced the physical SIM card worked for about a week. Next they went the e-SIM route. Worked for 3 days.

Went on Twitter and got Google to escalate my open case.

They asked for a bug report but of course the phone was working at that time.

This morning I noticed I couldn't make calls immediately pulled a bug report and sent it to Google help.

Fingers crossed they can figure out what the heck went wrong after the March update.

[Scott5337]

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@Beffa wrote:

They asked for a bug report but of course the phone was working at that time.

This morning I noticed I couldn't make calls immediately pulled a bug report and sent it to Google help.

Fingers crossed they can figure out what the heck went wrong after the March update.

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Good job, thanks! that's what everyone affected needs to do.

[Justink2]

I'm having the same issue with my Pixel 7 Pro unlocked from Google. Over the past 2-3 weeks I have been having terrible issues receiving texts and calls. People end up having to reach me via 3rd party apps because I'm not getting their texts (or I am 1-8 hours later) or they are getting my voicemail. This has to be fixed ASAP because this is a serious issue!

[vzw_customer_support]

We're sorry to read about the issues with your service on your device after the update Justink2. What troubleshooting have you done to try to fix the issue? ~Peter

[Scott5337]

Google released a second Android April 2024 update a few days agon and this seems to have been targeted to this radio firmware issue. Many people on Reddit have reported the problem no longer exists after the second April 2024 monthly update. My wife's Pixel 7P has not had any missed calls or texts since applying the newest update. Hope this helps.