Unable to Send SMS/MMS
Mary Anne
Last Update hace 5 años
1. Check if customer has an active plan with SMS capability
2. Check if customer has SMS bucket depleted( if depleted, please follow the refill bucket process)/If MMS, check plan is data capable and has data available.
3. Check if the account does not have blocking SMS feature.
4. Check coverage on customers location(how many signal bars the phone has).
5. Device must have at least 15% of free space for storing, please check based on brand and model.
6. If this happens with an specific number or several numbers, check if capable to make phone calls and use internet)
7. Make sure the number was entered correctly, including country code.
8. Check that the number isn't on your device's spam list or block list. A Message blocking active error when sending a text to a specific person means their message blocking is active.
9. Update the time and date on your device and enable auto-update.
10. Uninstall any downloaded messaging apps.
Android devices:
a. Make sure the SMSC setting is +12063130004.
b. Clear the app cache for Email & Messaging.
c. Reset APNs to default.
Apple devices:
a. If the message is blue, this means it was sent via IMessage not as SMS/MMS
b. If you or your contact had an iPhone and switched recently, turn off or unregister iMessage & FaceTime..
c. Check whether picture messaging is turned on in Settings > Messages > turn on MMS Messaging.
d. Reset Network Settings in Settings > General > Reset > Reset Network Settings.
Find APNs here
12. Update your device software to the latest version.
13. Delete all text.(do not delete any text you need)
14. Picture Messaging (MMS): Test sending one small picture to one recipient.
a. MMS is limited to 10 recipients per message.
b. MMS can take longer to get to your mobile device than a text.
c. All networks restrict the size of MMS.
d. MMS's may be automatically resized when sent, but may still be too large.
e. Set APN settings for brand and model.
15. If available, move the SIM card to another GSM device and try texting from that device to determine if it's a network or device issue.
16. If issue persists, escalate to supervisor.
MAY 3.12.21