Skip to content

F-2407Detected Sep 30, 14:02 UTC

Is VoLTE supported on the Pixel 7a?

Found in v3.4 · device-troubleshooting v3.0 on device-troubleshooting · Device troubleshooting

Missing contextMediumOpenClaude Sonnet 5.5
Open gt_1047

Model answer vs gold answer

8% of model-answer words appear in the gold answer

Model answer

support-assistant v3.4

Unsupported: I couldn't find information about VoLTE support for your device. Please contact support.

Gold answer

Human-verified · device-troubleshooting

Yes. The Pixel 7a supports VoLTE and Wi-Fi calling on Harbor. Turn it on under Settings > Network & internet > SIMs > Harbor > VoLTE.

  • claimFlagged by the judge as unsupported or contradicted

Retrieved context

bge-m3 · hybrid (BM25 + dense, RRF) · top 3 passed to the generator

0 of 3 retrieved chunks are relevant · gold passage at rank 14

  1. 1

    Calls drop or will not connect

    Network mode · kb-device-124 · v2026.09

    Not relevant
    Set the preferred network type to 5G/4G/3G/2G (auto).
    Similarity0.71
  2. 2

    No mobile data after a software update

    Carrier settings update · kb-device-102 · v2026.09

    Not relevant
    Install carrier settings updates when prompted.
    Similarity0.69
  3. 3

    APN settings for Android and iOS

    Default APN values · kb-device-131 · v2026.09

    Not relevant
    APN: harbor.net. MMSC: http://mms.harbor.net.
    Similarity0.66

Judge verdict

LLM judge · Claude Opus 5.5 · rubric v3

0.30

rubric score · pass threshold 0.70

The compatible-devices table in kb-device-117 answers this directly but was not retrieved. The refusal is reasonable given context, so the failure is retrieval-side.

Diagnosis

Missing context · Device compatibility tables

Root cause

Device model names live in a table that is chunked without its heading; BM25 does not match '7a' tokens.

Suggested fix

Index device compatibility tables as one row per chunk with the device name in the heading.

Playbook: missing context

A relevant article exists but was not retrieved, or was only partially retrieved.

Detection signals

  • Context recall below 0.7
  • Gold passage outside the top 10
  • Generic or hedged answer where gold is specific

Common fixes

  1. Add customer-phrased synonyms and regional terms to query expansion
  2. Increase k for long-tail intents or add a second retrieval pass
  3. Fill knowledge-base gaps, then re-index
  4. Escalate when no chunk passes the relevance threshold

Activity

1 event · 0 comments

  1. Relevant ·

    Detected by support-assistant v3.4 run and labeled missing context