All text messages delivering as SMS

askomsky

    A few weeks ago I started to get complaints that my text messages were either going through multiple times or a simple two sentence text is being broken up into two or three texts and being sent out of order. It's becoming maddening for anyone who receives a text from me.Screenshot_20190131-093845_Gallery.jpg

      All replies

      • tmo_amanda

        Re: All text messages delivering as SMS

        Hey, askomsky!

         

        Let's get this figured out! It looks like you're using an iPhone from the screenshots -- can you share with me which model you're using and the iOS version it's running? Also, are these only happening when you're texting other Apple users or does this happen with everyone?

        • endeavour1701

          Re: All text messages delivering as SMS

          I have never tried other settings for the messages app.

           

          It all depends the format used to send your text. There is special codes that are added to a SMS in order for other devices to separate them.

           

          A SMS is 160 characters, and this is why your text got split.

           

           

          In messages, open the settings. Then choose More settings.

          Then Text messages.

           

          On my Samsung, I have the setting Input mode.

          I can choose there :

          • GSM alphabet
          • Unicode
          • Automatic

           

          On mine, it is set as Automatic.

           

           

          I am wondering if thisis the way your SMS will be coded.

          Give a try to change from automatic to unicode, or from unicode to automatic.

           

          I do not see any other setting that can affect the fact that your text are split.

            • endeavour1701

              Re: All text messages delivering as SMS

              Actually, this changes from 160 characters to 70 characters, allowing accent and other characters that were not possible in the original SMS before. Must not be your issue.

               

              Try to see if you have this setting :

              Settings > Applications > Messages > More Settings > Text Messages > Auto combination

                • askomsky

                  Re: All text messages delivering as SMS

                  Hello!

                  So the first examples have been on automatic,

                  The next two attachements have been on unicode and GSM Alphabet - No change

                  The last attachment is how my texts USED to come through before something

                  changed.  Why all of a sudden mine are broken up is beyond me but it is

                  also beyond annoying and unacceptable!

                  I'm an IT Project Manager, we use our phones all day long at work, it's

                  pretty embarrassing when the partner of the company comments on how my text

                  messages are coming through.

                    • tmo_amanda

                      Re: All text messages delivering as SMS

                      This is definitely less than ideal considering your line of work! Are you using the stock Android messaging app? Did this start after a recent software update? Lastly, can you confirm the software version you're running on your Note 8?

                        • magenta7656867

                          Re: All text messages delivering as SMS

                          I'm having the exact same problem. I have a Samsung Galaxy 8, and I don't think there have been any updates since this started about a week ago. I thought it was my friend's iPhone that was having the issue receiving the texts, but have now heard from another Samsung user as well. I have Android version 8.0.0

                            • tmo_amanda

                              Re: All text messages delivering as SMS

                              Thank you for the info, magenta7656867. Have you confirmed that this is happening with other users besides one Samsung user? Also, are you using the stock messaging app? One step that I would highly recommend is deleting all of your messages in the stock messaging app and then clearing the cache on that app. Here are steps to clear the cache: Manage apps: Samsung Galaxy S8.

                                • askomsky

                                  Re: All text messages delivering as SMS

                                  Yes to all the above.

                                  Im in IT I know all the tricks, its something with the cell towers, its not

                                  the phones.

                                  • magenta7656867

                                    Re: All text messages delivering as SMS

                                    I have tried all these tricks as well and am still having issues. 

                                     

                                     

                                     

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                                    Thank you for the info, magenta7656867. Have you confirmed that this is happening with other users besides one Samsung user? Also, are you using the stock messaging app? One step that I would highly recommend is deleting all of your messages in the stock messaging app and then clearing the cache on that app. Here are steps to clear the cache: Manage apps: Samsung Galaxy S8.

                                     

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                                      • tmo_lauren

                                        Re: All text messages delivering as SMS

                                        Does this seem to happen with anyone and everyone that messages you, or is there any pattern on the side of the senders?

                                         

                                        -Lauren

                                          • magentaissues

                                            Re: All text messages delivering as SMS

                                            Your question doesn't apply to my problem. You have the issue backwards. My problem is NOT with the texts I receive from others.

                                             

                                            My issue is that when I text others who are not on T-Mobile. My texts are split into multiple texts (1/2, 2/2, etc.) This happens even with short messages of approximately one paragraph. Longer texts are also split but are often delivered to others out of order making them a jumbled mess. (1/5, 4/5, 5/5, 3/5, 2/5)

                                             

                                            This happens consistently when I send texts to Sprint or Verizon users.

                                            • magenta7656867

                                              Re: All text messages delivering as SMS

                                              I am having the same issue as Randi. It's not the texts I'm receiving, it's the texts I'm sending. It is happening consistently to one Verizon user who has an iPhone. Other people it hasn't been consistent.

                                                • askomsky

                                                  Re: All text messages delivering as SMS

                                                  I've been on the phone with Tmobile most of the morning. First I had to endure 30 minutes of tier 1 level support going through everything I've already tried and stated in this thread.
                                                  Then just spent another 30 minutes with advanced level support who told me exactly what I told them from the beginning.
                                                  T-Mobile is cutting off the texts after 160 characters, it's reverting back to the old SMS text messaging standards. That it doesn't happen to all phones, I have screen shots to prove it. I sent a long text to the the IT guys in my office, with varying phones and services, ALL  but one received the text in multiple and out of order. The only one who didn't just got his phone 2 weeks ago and has the Samsung Note 9 and uses Sprint.


                                                  They claim it's Samsung limiting the ability for T-mobile to change the amount of characters they allow to send out.  They were going to put me on hold while they contacted Samsung and i asked that they handle it and call me back, I'm at work and can't stay on hold for three hours. If your phone gives you the ability to changed how many characters are being sent out, try that and see if that works. Mine doesn't allow me, all I know is that mid-January something changed and that's when it started for me.

                                                   

                                                  To say this has been a very frustrating experience would be an understatement.

                                                  1 of 1 people found this helpful
                                                    • magenta7656867

                                                      Re: All text messages delivering as SMS

                                                      Thanks for doing this extra work askomsky. I just tried to get help through Samsung's chat feature and they sent me to a Best Buy to have them help me. I didn't buy my phone there, so, um. Weird.

                                                      I can't change how many characters are being sent out, but I really don't think that's the problem since there are still several people receiving my longer texts not broken up.

                                              • magenta7814037

                                                Re: All text messages delivering as SMS

                                                I cleared my cache after deleting all text messages, and it solved nothing on my S9 messenger software.  It needs to be fixed to where texts aren't broken up anymore like it used to be.  I can't even text my boss and clients because it gets irritating to receive one sentence in three parts...I don't like last week's new Android operating system rollout.

                                    • endeavour1701

                                      Re: All text messages delivering as SMS

                                      Sorry I can't help more. I am barely a Samsung user, on a J5...

                                      I am an iPhone user.

                                       

                                      But I will be very interested by how you are going to fix it.

                                        • magenta7814037

                                          Re: All text messages delivering as SMS

                                          I set up an appointment online this morning, and spoke to a tech pretty quickly.  He was very down to earth (very refreshing!) and confirmed what I was already thinking - no fix until an update is sent out addressing it - and no way to accurately predict when the update will arrive.  Meanwhile, I would be shut down from texting my boss, clients, and family.  Due to the work part of it, I can't afford it.  So, they are replacing my phone under warranty, with the replacement being sent to the store I chose.  It will be tested there before I take it.  Crossing my fingers since this problem has been hit or miss across the board - phones and carriers.  I'm hoping the battery drain, failure to provide notifications consistently, and bluetooth app randomly failing will be solved or I'm back in the same boat.

                                        • askomsky

                                          Re: All text messages delivering as SMS

                                          In case anyone is following my original post,  here was a reply to a recent post:

                                           

                                          I've been on the phone with Tmobile most of the morning. First I had to endure 30 minutes of tier 1 level support going through everything I've already tried and stated in this thread.
                                          Then just spent another 30 minutes with advanced level support who told me exactly what I told them from the beginning.
                                          T-Mobile is cutting off the texts after 160 characters, it's reverting back to the old SMS text messaging standards. That it doesn't happen to all phones, I have screen shots to prove it. I sent a long text to the the IT guys in my office, with varying phones and services, ALL  but one received the text in multiple and out of order. The only one who didn't just got his phone 2 weeks ago and has the Samsung Note 9 and uses Sprint.


                                          They claim it's Samsung limiting the ability for T-mobile to change the amount of characters they allow to send out.  They were going to put me on hold while they contacted Samsung and i asked that they handle it and call me back, I'm at work and can't stay on hold for three hours. If your phone gives you the ability to changed how many characters are being sent out, try that and see if that works. Mine doesn't allow me, all I know is that mid-January something changed and that's when it started for me.

                                           

                                          To say this has been a very frustrating experience would be an understatement.

                                          • jason1980

                                            Re: All text messages delivering as SMS

                                            This started happening to me yesterday. I have the Galaxy 7 and when I text my friend, the msg is broken up and numbered.

                                            • magenta7723502

                                              Re: All text messages delivering as SMS

                                              I have this same problem with my note 8. Text messages I send are broken up and not in order. If I send large text messages, they do not even get delivered. Anyone have a solution yet?

                                              • tmo_amanda

                                                Re: All text messages delivering as SMS

                                                I appreciate everyone chiming in to give additional details on what type of phones you're using and sharing examples. It sounds like this is primarily happening with Samsung devices. We're still working to identify the root cause of this and I know a few of you have called in to work with Tech Support. At the moment, our best recommendation is to work with TEX (Team of Experts) via 611 or T-Force through Facebook/Twitter to have them file a ticket with engineering. This will basically allow our engineers to gather more information to get a better idea of why this is happening.

                                                 

                                                askomsky, I know you've already spoken to a few people over the phone. Did any of them file a ticket with our engineers?

                                                  • askomsky

                                                    Re: All text messages delivering as SMS

                                                    I don't know. He was supposed to call me back on Friday and we were

                                                    supposed to go through Samsung support together, and they never called me

                                                    back.

                                                    All I know is Samsung phones on t-mobile aren't able to change character

                                                    count and whatever happened in early January changed how we send SMS

                                                    messages and now cuts them off.

                                                  • castlewithak

                                                    Re: All text messages delivering as SMS

                                                    Hello,

                                                     

                                                    I did some digging and checked the Access Point settings on my phone, per Tmobile reference there isnt a mms protocol option to edit the APN (WAP-2). I searched around on other forums to see if alternative configurations would be able to send out my text messages (ssm) as multimedia messages (mms)

                                                    I have a samsung s9, just did the software update yesterday and side note, its not in my favor - I too am an IT professional.

                                                     

                                                    Screenshot_20190220-054541_Settings.jpghttps://support.t-mobile.com/docs/DOC-37165

                                                    • tmo_marissa

                                                      Re: All text messages delivering as SMS

                                                      Thank you everyone for chiming in. The more people we know that it's impacting, the faster we can work towards a solution by gathering info. I'm sure this is a pain for everyone and I'm so sorry this is happening. From digging around, I can see that this is happening with other carriers using Android devices.  I'd like to recommend a few different steps:

                                                       

                                                       

                                                      1. Uninstall all messaging apps and use the stock messaging app to see if this continues.

                                                      2. Try these steps if the above doesn't work and you're using a Samsung device:

                                                      - Open Samsung Messages app.

                                                      - Tap More icon at the upper right hand side.

                                                      - Tap Settings.

                                                      - Tap More settings.

                                                      - Tap Multimedia messages.

                                                      - Tap Set restrictions and select Free.

                                                       

                                                       

                                                      Please give this a shot and let us know if you see any difference.

                                                      • magenta7814037

                                                        Re: All text messages delivering as SMS

                                                        Ever since the new Android operating system rolled out on my S9 last Wednesday, all of my texts, even small ones, are being broken up and out of order.  Tested with different carriers and phones (including apple), and the only time my texts were normal was texting among other Tmobile phones.  My phone battery is draining fast, too.  But I'm way more concerned about the texts, which are mainly how I communicate with my boss all day and with family.  Let's hear it if more people are heaving this issue, so a bug fix update will get sent out sooner.

                                                        • magenta7820772

                                                          Re: All text messages delivering as SMS

                                                          ATTENTION TMOBILE - WHAT IS THE PLAN TO FIX THIS???

                                                           

                                                          everything worked fine until the 9.0 android update now we all look like idiots when we text anyone!  This is not acceptable. 

                                                           

                                                          I just spent an hour+ with tmobile customer service & they could do absolutely nothing.  Had no interest in taking my info or creating a ticket.  Basically it was "its a known issue, it's going to keep happening, and there is nothing we can do"


                                                          An actual copy and paste from what "Veronica" told me: From what my supervisor and the Experts are telling me, that this is going to be an ongoing issue and there is no way to change it.

                                                           

                                                          "there is nothing we can do" - tmobile - really???

                                                           

                                                          ATTENTION TMOBILE - WHAT IS THE PLAN TO FIX THIS???

                                                          • askomsky

                                                            Re: All text messages delivering as SMS

                                                            I don't know what changed in mid January but that's when I noticed the issue, or rather the VP of my company pointed out how my texts were coming through. I just received the 9 upgrade last week so I don't think the two are related.


                                                            What I find frustrating is that I spent a month on here complaining and getting basic answers from t-mobile support, to do things I stated I did from the start.

                                                             

                                                            I had to download another messaging app to finally get around it.  As an IT professional I couldn't keep sending texts that way.
                                                            Granted I had to play around with a few, finally settled on Textra, it has is lag but it has a few perks as well.
                                                            I just can't fathom paying for a service and a company "not having an answer how to fix it".  Maybe we shouldn't pay for that service "until they do figure out how to fix it"

                                                            • magenta7820772

                                                              Re: All text messages delivering as SMS

                                                              EVERYONE -

                                                               

                                                              Since T-Mobile Support clearly has no interest in this issue as they have failed to:

                                                               

                                                              - say what the issue is

                                                              - give any sort of indication they are working on it

                                                              - provide any ETA for resolution

                                                               

                                                              Instead, they have laughably just told customers to stop using SMS, but continue to charge us for a service they acknowledge isn't' working and are even SUGGESTING we don't use.

                                                               

                                                              Everyone needs to email T-Mobile CEO john.legere@t-mobile.com to get someone to actually care about this issue. 

                                                               

                                                              T-mobiles customer support and the way they have responded to this is wildly unacceptable and I am certain John would like to hear about it...

                                                               

                                                              Please email.

                                                              • magenta7907056

                                                                Re: All text messages delivering as SMS

                                                                I've had this problem for almost a year now across 2 Samsung phones... Started around April 2018. Any text messages sent to Verizon users get split up. Don't have problems with others. Happened on my S7 edge, and continues to happen on my Note 9 (running Android 8 and 9 now). It started after I turned on multi line settings on my account last year so I could text using the texting app on my laptop. I think it has to do with TMobile advanced messaging. If I switch to Android Messages (Google) the problem goes away. I think it goes away with that app because it doesn't integrate with TMobile advanced messaging like Samsung messages does. Only my friends on Verizon complain about this... No issues sending texts to friends on Sprint or ATT.

                                                                • tmo_amanda

                                                                  Re: All text messages delivering as SMS

                                                                  Hey Everyone!

                                                                   

                                                                  I'm sorry it has taken us a bit of time to get to the bottom of why this is happening; I finally have some answers. There was a rollback on a software update that fixed the issue for the Galaxy S8 and Galaxy S9. If you have a S10 and are experiencing this, our Engineers need more examples of this happening. To pass along your example, please Contact Us via 611 or Facebook / Twitter to have a ticket filed.

                                                                  • magenta7907056

                                                                    Re: All text messages delivering as SMS

                                                                    I have a Note 9 and it's been happening ever since I got it... with Android Oreo (8) and still with the Android Pie (9) update. And it was happening on my S7 Edge before that. Is there a fix for the Note 9? And if yes how do I get that fix?

                                                                    • lanett86

                                                                      Re: All text messages delivering as SMS

                                                                      I have a Note 8, and since the Android Pie update (which I finally got LAST NIGHT and HATE!), I now am limited to the number of characters allowed in a message and I can no longer customize my message bubbles or background. Not such a big issue with the customizing, but as a Data Analyst, I am required to send lengthy messages to my bosses at any given moment throughout my day! THIS BLOCKS ME FROM DOING THAT!

                                                                      If I had wanted a phone with an Apple processing system, I would have bought an iPhone! This update has put an Apple system in a Android device! HORRIBLE!

                                                                      This messaging FAIL needs to to be fixed NOW!!! It is making it increasingly difficult to do my job, and I should not have to download an entirely different app just to do it, or pay for an application that has obviously caused distress and major issues for so many people! I got this phone for the purpose of my work, and it did great (before this HORRIBLE update). Over the last 12 hours, I have been unable to send time sensitive data to my bosses...Because that really looks good for ANY employee!

                                                                      • rrhubright2

                                                                        Re: All text messages delivering as SMS

                                                                        Yup

                                                                        August 13, 2019 and the problem still exists.

                                                                        Checked and rechecked all my settings in the about thread. Nothing.

                                                                        Rusher than wasting my time and sanity, I've switched to the app called Signal. Wala! Problem sooner.

                                                                        This is truly a fail and possibly a final nail in the coffin for my relationship with T-Mobile.

                                                                        Try it people, SIGNAL WORKS!

                                                                        • christagrace86

                                                                          Re: All text messages delivering as SMS

                                                                          Did anyone ever get anywhere with this?

                                                                           

                                                                          This exact problem started happening with me about a week ago. I have a Samsung Galaxy s9 that I updated last week. Now everyone I text who has Verizon receives my texts as multiple messages. I was working with Tmobile support for a while last night via Twitter DM, and they basically told me my phone is fine, and it is an issue with the person receiving the messages. That obviously isn't the case since they all have different phones (but they do have Verizon), and I just updated.

                                                                          • alebee5

                                                                            Re: All text messages delivering as SMS

                                                                            I too am having this same issue for about 2 weeks...I'm tempted to switch carriers. I can barely communicate coherently with my coworkers and family. Let's be honest, so much more communication these days are done by text rather than talk.  I'm using a Samsung Galaxy S10e, but someone suggested it might have to do with the cell towers rather than the device? tmobile-admin@ what is being done about this? Clearly this is an ongoing issue that hasn't been resolved.

                                                                            • magenta10365960

                                                                              Re: All text messages delivering as SMS

                                                                              Hi folks, did a little research myself. And tested the same long text across different carriers. AT&T, tmobile, verizon. And it looks like it is in fact a communications between tmobile AND verizon only.

                                                                               

                                                                              After spending all afternoon troubleshooting with tmobile T-force. We were able to narrow it down. Unfortunately, no changes happened on this day. But we can pin point to this issue, as verizon receiving problem. As opposed to tmobile sending. 

                                                                               

                                                                              Dont take just my word for it. Test it yourself. You will see, you can receive long text just fine from any carrier. But verizon phones (galaxy and iphones) both tested negatively on my end. Each Verizon phone received broken SMS txt. As opposed to a long MMS.

                                                                               

                                                                              Here's my last info received from Tmobile twitter help.....

                                                                               

                                                                               

                                                                               

                                                                              Oh my, I just did a little bit of digging and I was able to find a master ticket on this issue, at that point it means that T-Mobile and Verizon are going to be working together to try to find what the issue is and hopefully that means we will have a fix soon! Group messages are not affected, it is just long text messages that are for some reasoning being broken up and arriving in the wrong order. Sadly I do not have a deadline on the fix right this moment. One of the reasons it may be just android users complaining about it is because iPhones use iMessage which uses data instead, so it can go around the whole network! If you have someone you chat with a lot that this is going to be a problem with some services let you still use text in a simillar fashion, I think Facebook Messenger is one of them to test out!

                                                                               

                                                                              I know this was quite a bit of troubleshooting to get to this point, and if you are active on any of those forums please refer folks having issues outside of Verizon here for troubleshooting! For all of your time and effort today, I would be happy to get a $20 credit on your account to save you on your next bill. Would you like me to get this applied?

                                                                               

                                                                               

                                                                               

                                                                              So theres that... a whole day with tmobile help. And more to come I hope.....  

                                                                                • magenta10365960

                                                                                  Fyi. Phones tested... sender tmobile galaxy s10+ and galaxy s10...

                                                                                  Broken messages received.. verizon iPhone X, verizon galaxy s7, verizon galaxy s8,

                                                                                  Not broken messages: AT&T iPhone X, t mobile galaxy s9

                                                                                  • christagrace86

                                                                                    How can you determine that it's a Verizon receiving problem, and not a Tmobile sending problem? I only started having this problem when I updated my phone, so that sounds like a problem on my end.

                                                                                      • magenta10365960

                                                                                        I would just recommend to test it yourself. I've sent long messages to different Verizon phone numbers. And they all were received broken.  When I send to a different carrier. Whether iphone or android. They were not broken at all.

                                                                                          • christagrace86

                                                                                            I know, I did the same tests and recieved the same results. But you could only say it is a Verizon issue if they were recieving broken up messages from other phones besides Android phones on Tmobile. I know they're not because I live with the person who is recieving my messages broken. Something is happening coming from our Android phones on tmobile. All evidence points to this being a sending problem. We are the ones who need the update, not Verizon.

                                                                                              • magenta10365960

                                                                                                I completely agree with you. The communication between the two carriers seem to be affected. If tmobile or verizon can get it solved would be great. I only said it's a receiving problem, because it was the best way to explain 3 different verizon telephone accounts recieving broken tmobile messages. The companies need better communication. When I (t mobile user) send to other carriers. The same message goes thru just fine. And I can receive long text from all users. So it's in our best interest to let tmobile directly know. That the communication between android users isnt optimal between verizon and t mobile... not that it's a just t mobile problem or just verizon problem. As I am not an employee to either company. I wouldn't know how to solve the problem. I only pointed out that this issue is happening when I communicate(send messages) with verizon android and iphones. Not any other carrier.