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Hey, mattesteron! Missing a few messages daily would be a huge inconvenience for anyone, but as a fellow G6 user, I have to say this post is especially frustrating to read. After a factory reset, SIM swap, checking Wi-Fi to see if the issue resolves itself on the network/off the network, deleting threads to start fresh -- there isn't much troubleshooting left to do!
At any point during your troubleshooting (which is exhaustive, so kudos to you!) did you running the phone in Safe Mode immediately after a reset? That could help rule out for once and for all if the issue is with the device itself or with an app that's not playing nicely with your messaging app. I also wanted to ask if at any point you've filed a ticket with our tech team for the messaging issue -- you'd need to provide some example details (outgoing number, date, time stamp) of the messages you're missing, but then the engineering team could run a trace and see if there's any network problem that could be isolated. Have you ruled out both of those paths at this point?- Marissa
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1 of 1 people found this helpfulHi @tmo_marissa
Thanks for the advice. I wanted to add as of now, I used my insurance to get a brand new LG G6 just in case it was a phone issue. I'm still having the same problems as if I never swapped phones. I'm convinced this is a network issue.
Where/how can I go file a ticket to a tech team?
I have plenty of screencaps and info that might help them.
Thanks!
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Whoa, that is a huge bummer -- I know that you've to run a gauntlet of troubleshooting, so it's awful to think that you did all of that, set up a fresh device, and are still right back where you started.
Our Care, Tech, or T-Force teams can file a trouble ticket. Care and Tech teams can be reached just by dialing 611, and T-Force is our social media team, who you can contact through DM to @tmobilehelp on Twitter, or by hitting the Message button on T-Mobile's Facebook page. Through those channels, we can securely verify the account and get a ticket filed. This should come up in our review while we're walking through a troubleshooting flow, but just in case -- please make sure to let our team know that you've already completed a master reset, replaced the device and SIM (twice, eek) with no change!
- Marissa
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Same here with my LG G6, but on top of the missing texts, I'm not receiving calls very consistently.
Very stupidly I got this phone after a friend had these same exact issues on an LG G6 that he eventually traded in on a Samsung, which works flawlessly.
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Yowch, julieestone, this doesn't sound good either. What sort of troubleshooting steps have you completed thus far? Have you had a chance to reach out to one of our teams with account access and get a ticket filed yet?
- Marissa
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My daughter is having this problem on her G6 also and now I just switched from an S8 to a G7 and I'm having the same issue. The whole reason I was using the S8 was because after using all the G's from the 2 through 5 and having no trouble, I switched to a 6 and was losing texts. I was hoping the 7 would have had that bug fixed. Guess I'm gong back to Samsung!
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Missing texts is no fun at all! I know that I personally use only about 10-50 min a month and over 1000 sms a month. The good news about SMS messages is we can track them on the network to see what happened with the delivery. If you could get a few examples of the missed texts for your lines and contact us with those examples, we can have our engineers look into what is causing this.
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Hey mattesteron – Did you ever get a chance to open up a service ticket with our tech support teams?
julieestone – How are things going with your specific issues? Are you still unable to receive SMS and calls? Did you also get a service ticket filed?
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