[Updated] Google investigating Pixel 2 outgoing call delay, MMS issues
Update (April 18):
One of the Google employees updated on the matter this morning that a fix should be rolling out in days to come.
We are working on a fix to the issue, which we should have in the coming days. For users that are impacted, this issue affects the messaging database, which in turn impacts the ability to reliably receive Group MMS messages. We’ll post another update once a fix is available.
Update (April 11):
Google starts reinvestigating Pixel 2 MMS/group message issue.
Update (March 28):
Google calls the MMS/group message glitch fixed, but users continue complaining. More information here.
We know multiple call related issues have plagued Google Pixel phones. However, what’s sad is there seems no stoppage. A new and different one is now coming to light – the phone becomes unresponsive while making outgoing calls leading to delays.
Don’t panic, the company knows about it. Google employee Earnest (who is also a Community Manager at Pixel User Community) confirmed the issue this morning while addressing the complainants. Here’s what they said:
Thanks for your feedback, we are investigating this issue.
We are going to reach out to you as we need more information and bug reports and will update this thread once we have more updates to share.
The issue affects both Pixel and Pixel 2 devices. Basically, the phone doesn’t dial the call when asked to, as it tends to hang or lag. While some say it dials the call after a significant delay, for others making outgoing calls is even more difficult.
A quick look at the following user comments will give you a better hold of the issue:
I have the same problem. I can bring up my contacts or recent calls, but when I hit the icon to make the call, it vibrates but doesn’t do anything. Same when I type in a number and hit the green circle icon to make the call, nothing happens. After a minute or two, it sometimes makes the call. This started the other day before I downloaded the latest Android update. However, it still does not work properly.
When I reboot, I can make one call successfully with the regular dialer, then it stops working. I’ll hit dial, then about a minute or two later it actually makes the call once the phone is back in my pocket…..
I have the exact same problem as the thread suggests. No response when tapping the call icon after one call is made. As a matter of fact. I can’t make any calls whether it’s from the phone app (or dialer) or the contacts app.
Also when calls are incoming and my phone display is on, the heads up notification comes on indicating the incoming call as it’s suppose to, however the “answer” button is unresponsive, the only way to answer the call is to turn off the phone, and answer the call by swiping up.
One of the affected users who got a replaced unit says:
There are many reports of this and the “experts” around here are coming up with absolutely ridiculous solutions to try and fix it, and none of them work. This is clearly a widespread issue. They actually RMA’d my device for this issue and the new one is coming today, but I’m fully expecting the same issue with the new phone as there is no way this is a hardware issue.
It’s worth mentioning that the Google Phone app was updated on Feb 28, and the thread where Google said they are investigating this problem was started on March 01. So the updated app could be the culprit, but we aren’t sure.
While a confirmation from Google should calm those affected, there’s no known timeline as to how long will it take to fix what’s broken. We hope they do it sooner than later.
Wait, as the story doesn’t end here.
Another bug – MMS/group messages broken
While issues related to phone calls aren’t new, of late, Pixel 2 and 2 XL users on different carriers have also been complaining about MMS/Group message not working as intended (1,2,3,4,5,6). The affected users report issues while sending and/receiving MMS or group messages, irrespective of whether the message is sent from an Android or iOS device. For some, the problem shows up intermittently, while for others the functionality is completely broken.
Here are some of the user comments wording the matter:
The phone’s carrier is AT&T. The phone was activated in October 2017 and was receiving all mms messages until only recently.
I am having the same exact issue. AT&T Pixel 2 XL only recently i am missing a large portion if not all of my mms messages. Even did a full factory reset without backup/restore and still not receiving them.
Im having the same issue with my pixel 2 xl on Verizon it started two days ago.
During the last week of February 2018, I started noticing that I was missing a couple text messages in a group chat with my roommates, and some photos were not getting sent through to my phone. Since then, this issue has persisted and gotten worse, to the point where I have also stopped receiving SMS texts from individuals.
Intermittently I will get a message here or there, but I have seen others send messages to a group, and it shows as sent on their end, however never appears on my phone. Individuals have also reached out to me on other platforms informing me that they have sent me texts days ago that I never received.
I have a Pixel 2, purchased a week ago using AT&T and I’m having the same problem. It started with just random MMS group messages not coming through (from IPhones) then a random photos from another android user.
In the last week or two (can’t pinpoint when it started), I’ve only received 50% of my incoming group texts. This is happening when the sender is using either iphone or android. I contacted customer support and I’ve now reset my network settings and also force stopped and cleared cache of messaging app. Problem is persisting.
About two days ago, my Pixel 2 XL completely stopped being able to send or receive MMS messages. I have tested sending/receiving messages to/from both iOS and Android devices, and nothing works.
In fact, some of the users were even offered/given replacements by Google:
Google appears to be headed to offering me a replacement device. Although I’m not sure I want to go back into the screen lottery for this.
I also contacted Google via chat and they said they have not heard of the issue (I linked multiple threads regarding the issue). They have initiated a replacement device to be sent to me. I really don’t want to do this since, as others have mentioned, I have a fantastic screen and do not want to take my chances.
Here’s what the Cricket’s official Support account told one of the complainants on Twitter:
This seems to be a device issue and not a network issue. We will do our best to help resolve any issues brought to our attention.
— Cricket Support (@CricketSupport) March 2, 2018
The problem appears to be at Google’s end, as users on multiple carriers are reporting the same. The good news is it looks like the company has stated investigating the matter as well. The same Google employee Earnest is now asking those affected to share the following details, presumably to dig in deep:
Let us know the following information:
– Your current Android Messages app version
– Make sure that you have the latest update on Android Messages app on the Play Store
While the company has officially started investigating the call delay/unresponsiveness glitch, we hope they do the needful in case of MMS/group messages issue as well. Rest, like always, we are keeping a close watch on all related developments, an will update as and when anything news worthy comes up.
Stay connected with us on Twitter (@PiunikaWeb) to hear about all related developments as and when they occur