If it’s v2.2, then you are probably affected by this issue: New GNSS failure to get gps fix - #4 by pavel-kirienko. We had a large number of units affected by defective low-noise amplifiers with integrated SAW filter ICs provided by Qorvo Inc. There was a lengthy debate with them about the nature of this failure which led to nothing, so we switched to a new supplier and released v2.3, where the entire analog front-end is built on high-reliability AEC-Q 100 grade 2-qualified components. We have had no issues reported since then.
After v2.3 was released, we replaced several hundred units for the affected customers upon request. I suspect that the unit in question is an old v2.2 which was never replaced. If you could confirm its version number we could ship you a replacement v2.3.