Call connects, no audio or mic ability

[Sijray21]

So my wife is having a weird issue. She's also on visible and she cannot hear anything after the call connects and the other line cannot hear anything, then the call ends.

We can use video chat apps successfully for video and audio, so the hardware doesn't appear to be an issue. 

She's currently on a Pixel 8. I've tried to check all the accessibility settings  and general settings, but nothing has worked yet. We've tried to reprovision the eSIM, resetting network settings, bouncing the device several times between efforts, but nothing has worked so far. I'll try a factory reset tonight, but I have a feeling it's something on Visible's end. 

[upstate-SC]

Please check the phone app on pixel has microphone permission.

[Sijray21]

Verified Mic and audio permissions are not the issue. The cellular call connects, nothing can be heard on either end for 20 seconds, and the call is cut off. I have a case opened, but no resolution as of this post. 

[Sijray21]

btw, we did try the annoying thing of performing a factory reset on the phone, but the symptoms remain. i'll post here with any resolution to this issue for documenting purposes.

[Sijray21]

Keeping this updated as we're trying to fix this issue.

I was convinced that it was the carrier as i went through all settings on the phone. Since we're using an eSIM and despite reprovisioning the eSIM i was convinced that the issue was with Visible and the network.

Spoiler: that didn't work. We ported over to another carrier with a completely different network that worked for us before Visible, but we're still in the same boat.

I did notice it's using the second SIM slot for the eSIM, but we can't switch the eSIM to another phone easily. We're getting a new one that's free with bill credits.

If this doesn't work i'm not sure what it could be. It only affects call using the cellular network and i've never encountered this issue before on any phone. Audio cannot be heard by either end when the calls connect. If calling to another cellular number it ends after about 20s, but calling an automated/land-line numbers it doesn't end (still no audio in either direction).

i'll keep updating this to see if a different phone is the issue.