Text message (SMS) troubleshooting: BlackBerry devices

    Understanding the Issue

    Use this document for problems sending or receiving text messages using T-Mobile's network or when using Wi-Fi Calling.

     


     

    Resolution Steps

     

    Choose one of the following scenarios:

     

     

     

    Incorrect time stamp

     

    1. Make you can send and receive text messages.
    2. Make sure that the time and date is correctly programmed into the device.
    3. With the device turned on, remove the battery.
    4. Re-insert the battery and turn on the device.
    5. Send a text message to their own mobile number to test the time stamp. 
    6. If you are still having the issue, contact us.

     

     

     

     

     

  • Receiving duplicate messages

    1. Determine if the duplication messages are coming from multiple numbers or from a single sender. If the duplicate messages are coming from a single sender, verify with the sender that the messages are not being sent more than once.
    2. Delete all text messages from the device and then turn the device off. 
    3. If you are still having the issue, contact us.

     

     

     

     

     

  • Cannot send and receive short codes

  •  

    1. Check to see if you can send and receive text messages to/from mobile numbers.
    2. Confirm you do not have any content blocking features added to your account. Content blocking will prevent short codes. 
    3. If you are still having this issue, contact us.

     

     

     

     

     

  • Sent messages are delayed

    1. Verify that you can receive text messages.
    2. Make sure you are not using a third-party messaging application.
    3. Verify that you can make calls. If the device displayed 'Call failed', the issue is coverage related because the call is not connecting to our network.
    4. Turn their device off and then back on.
    5. Send a text message to their own 11-digit mobile number.
      Note: Remove any symbols, signatures, sound, graphics, pictures, wallpapers or ringtones from the text message.
    6. Use the device common procedures to check that the Short Message Service Center (SMSC) number is programmed correctly as +12063130004. If you reprogram the SMSC number, send a text message to your mobile number again to see if the issue is resolved.
    7. Delete messages or message threads from their phone and/or SIM memory and test again. 
    8. If you are still having this issue, contact us.

     

     

     

     

     

  • Received messages are delayed

    1. Turn the device off and then back on.

    2. Check the messages inbox and make sure the inbox is not full.

    3. Send a text message to your own 11-digit mobile number.

      Note: Remove any symbols, signatures, sound, graphics, pictures, wallpapers or ringtones from the text message. 
    4. If you are still having this issue, contact us.

     

     

     

     

     

     

    Issue with all numbers

     

     

  • Cannot send and receive SMS

    1. Turn your device off and then back on.
    2. Send a text message to their own 11-digit mobile number.
      Note: Remove any symbols, signatures, sound, graphics, pictures, wallpapers or ringtones from the text message.
    3. Use the device common procedures to check that the Short Message Service Center (SMSC) number is programmed correctly as +12063130004. If you reprogram the SMSC number, send a text message to their mobile number again to see if the issue is resolved.
    4. Delete messages or message threads from your phone and/or SIM memory and test again. 
    5. If you are still having this issue, contact us.

     

  •  

     

  • Cannot send SMS

  •  

    1. Verify that you can receive text messages.
    2. Make sure you are not using a third-party messaging application.
    3. Verify that you can make calls. If the device displayed 'Call failed', the issue is coverage related because the call is not connecting to our network.
    4. Turn your device off and then back on.
    5. Send a text message to their own 11-digit mobile number.
      Note: Remove any symbols, signatures, sound, graphics, pictures, wallpapers or ringtones from the text message.
    6. Use the device common procedures to check that the Short Message Service Center (SMSC) number is programmed correctly as +12063130004. If you reprogram the SMSC number, send a text message to their mobile number again to see if the issue is resolved.
    7. Delete messages or message threads from their phone and/or SIM memory and test again. 
    8. If you are still having this issue, contact us.

     

     

     

     

     

    Cannot receive SMS

  •  

    1. Verify that you can make calls. If the device displayed 'Call failed', the issue is coverage related because the call is not connecting to our network.
    2. Send a text message to their own 11-digit mobile number.
      Note: Remove any symbols, signatures, sound, graphics, pictures, wallpapers or ringtones from the text message.
    3. Delete messages or message threads from their phone and/or SIM memory and test again. 
    4. If you are still having this issue, contact us.

     

     

     

     

     

  • Error: 'Message Blocking Active'

  •  

    1. Verify there are no message blocking features on your account.

    2. Clear out existing message threads to ensure there is available memory.
    3. Turn the device off and then back on.

    4. Send a text message to your own number to tests sending and receiving text messages. 
    5. If you are still having this issue, contact us.

     

     

     

     

     

    Issue with specific domestic numbers

     

     

    Cannot send or receive SMS

     

    1. Send a text message to your own 11-digit mobile number.

    2. Place a test call to the number they are having the issues with.

    3. Delete messages or message threads from their phone and/or SIM memory and test again.
    4. Send a text message to the 11-digit mobile number. Do not use storied entries from the phonebook.
      Note: Remove any symbols, signatures, sound, graphics, pictures, wallpapers or ringtones from the text message.
    5. If you or the sender of the text message receives a message stating: 'Receiver Number unable to receive message. Message blocking active', then the person who the message was sent to has message blocking enabled. You will need to talk to the person you were trying to send a message to, and, if necessary, have that person contact their provider to troubleshoot if the blocking should not be present. 
    6. If you are still having this issue, contact us.

     

     

     

     

     

  • Cannot send SMS

  •  

    1. Send another text message to your own mobile number to validate that the issue is isolated to the specific number.

    2. Send a text message to the number by manual entering the 11-digit number.

      Important: Do not use stored entries from the phonebook or include any symbols, signatures, sound, graphics, pictures, wallpapers or ringtones for this test.

    3. If you received a message stating: 'Receiver Number unable to receive message. Message blocking active', the desintaton number has a message blocking feature enabled. The person that you are attempting to message will need to contact their service provider to remove message blocking. 
    4. If you are still having this issue, contact us.

     

     

     

     

     

    Cannot receive SMS

     

    1. Send a text message to your own mobile number using eleven digits to validate that the issue is isolated to the specific phone number.

    2. Have you downloaded any applications that block calls or messages, or have you set your device to block messages from a particular number. If so, uninstall the application or adjust the blocking settings.

    3. If possible, ask the sender of the text message to send a new message to your 11-digit mobile number without using the stored entry from their phonebook.  Have the sender remove any symbols, signatures, sound, graphics, pictures, wallpapers or ringtones from the text message.

    4. Determine if the sender is getting an error message when trying to send the message. If so, the sender must contact their provider to troubleshoot their device. 
    5. If you are still having this issue, contact us.

     

     

     

     

     

    Cannot receive domestic intercarrier SMS

  •  

     

     

     

     

     

    Issue with international numbers

     

     

    Cannot send or receive SMS

     

    1. Verify you can receive text messages from T-Mobile by sending an SMS to your own 11-digit mobile number. 
    2. If you are still having this issue, contact us.
    1. Power off your device

    2. Turn your device on and test sending or receiving a text message from the international number.
      Note: Remove any symbols, signatures, sound, graphics, pictures, wallpapers or ringtones from the text message AND to manually enter the phone number rather than using a stored phonebook entry.

    3. Send a text message to their own mobile number using 11 digits to validate that outgoing SMS is working.

    4. Verify that you are using a plus + sign or 011 before the country code and phone number and perform one final test to the international number. 
    5. If you are still having this issue, contact us.

     

     

     

     

     

  • Cannot send SMS

  •  

    1. Validate that the issue is isolated to International SMS by sending a text message to your own mobile number using 11 digits.

    2. Turn their device off and then back on.

    3. Send a text message to the International mobile number use manual dialing including the plus sign or 011 before the country code.

      • Do not use the phonebook entry for this step. It is important to manually enter the phone number.

      • Do not use any symbols, signatures, sound, graphics, pictures, wallpapers or ringtones from the text message.
    4. If you are still having this issue, contact us.

     

     

     

     

     

    Cannot receive SMS

  •  

    1. Validate that the issue is isolated to International SMS by sending a text message to your own mobile number using 11 digits.

    2. If possible, verify that the sender is:

      • Sending an original message and is not replying to an existing message

      • Using the plus sign + and the customer’s 11 digit mobile number.

    3. Doesthe sender receive an error? If so, the sender must open a ticket with their carrier. 
    4. If you are still having this issue, contact us.

     

     

    DOC-37590