Sporadically not receiving SMS/MMS

knoxjl

    I've been having trouble for the past 6 months where I randomly stop receiving messages. This problem has persisted across 2 phones (a T-mobile branded LG G5 and an unlocked Samsung Galaxy S8) and appears to happen regardless of which text messaging app I use (stock, Google messages, etc.). On my previous phone I was able to do a factory reset and the problem went away for a few months before coming back. I've had my new phone for less than 3 weeks, so it's absurd to think that it already needs a factory reset. It doesn't seem to matter whether it's a long or short text, group MMS, or picture MMS, nor does it seem to matter who sends it, although I only text with a very small number of people. I've enabled delivery receipts on both my wife's and my phones and the SMS shows as having been delivered on her phone, but never reached mine. I don't think this is a backlog either, because I know of messages that have gone weeks without receipt. Neither my number nor any of the people who are trying to text me have ever been registered with Apple iMessage, so it can't be an Apple<->Android issue. Sometimes reboots help, sometimes not. Turning VoLTE or Wifi Calling on or off does not change anything. I'm running out of ideas. This only appears to be affecting inbound messages to my number and is completely unpredictable. I heard today at the T-mo store that network upgrades are happening in my area, but I would expect that to affect my phone and my wife's equally and she does not appear to be missing any incoming messages and that would not explain why this has happened before several months ago. Help me T-mo support, you're my only hope.

      All replies

      • tmo_mike_c

        Re: Sporadically not receiving SMS/MMS

        Yikes knoxjl  this is a super bummer!

         

        We really wanna help you out with this. Are you seeing this happen more with a specific number or numbers? Are you in a certain area when this happens? When folks send you messages, do they get any kind of error message on their end? This could be something we'll need to have a ticket filed for if that hasn't been done already. Please keep us updated on this. Thank you!

          • knoxjl

            Re: Sporadically not receiving SMS/MMS

            There's only 5 or 6 people I text with regularly and I'm aware of messages missing from at least 2 of them. The most recent was a message I did not receive from my wife last night while at my home. I know it occurs at home, at work, and while we were out of town this past weekend, so I've not identified a particular place where it's happening. The senders have also been in different cities and states (and carriers), so there's no pattern in their location either. The sender gets no indication that I did not receive the message. I even turned on delivery notifications on my wife's phone and missed messages are indicated as delivered from her end. I became hopeful that switching back to the stock SMS app had made the problem go away, but I missed messages last night despite switching apps. As far as I know my messages are arriving, but I cannot be certain of that.

              • tmo_mike_c

                Re: Sporadically not receiving SMS/MMS

                Oh, okay. Thanks for all of the details. Have you also tried removing downloaded SMS apps entirely from the phone to see if messages come through the stock app more consistently? Are you having any troubles keeping a good signal or any issues with calls too? This may be something we'll need to file a network trouble ticket for if we haven't done that already.

            • knoxjl

              Re: Sporadically not receiving SMS/MMS

              Yes, I've deleted the other SMS app and still get random missing messages. I have 4 bars where I am and haven't been having any dropped calls. I don't think anybody has filed a network ticket for me. The folks at the store did note that there's network upgrades going on near my house, but that should affect my wife's phone too and wouldn't explain why I've had the same issue in other places.

               

              Thanks.

                • tmo_mike_c

                  Re: Sporadically not receiving SMS/MMS

                  Thanks for giving that a shot. This could be something network related but just on your line. Filing a ticket with examples of these messages failing may be the next step. Have you already spoken with Tech Care? If so, when was it? Might be a good idea to check on the status of those network upgrades.

                  • tmo_amanda

                    Re: Sporadically not receiving SMS/MMS

                    Hey, knoxjl!

                     

                    As Mike mentioned above, we need to get a ticket filed for you which can be completed through our Tech Care team or T-Force. Have you filed a ticket yet? If so when and have you received an update regarding it?

                      • magenta4024894

                        Re: Sporadically not receiving SMS/MMS

                        This was actually a done through t-force via their facebook messenger contact.

                         

                        The best result I was given was that I could pay tax/activation and pick a new phone - they would wave up to $!50 activation fee - but otherwise I pay above that out of pocket, and start a whole new set of EIP payments on a new device. I have not acted on it yet.

                          • migrationnoteasy

                            That's a lame to ask for new phone and pay for all that.

                            I am having same issue and missing important text messages.

                            Calling Philippine customer service has not been fruitful for me in the past as tickets are created and there are no follow ups literally many times.

                            Unsure what TMobile is doing to resolve this text messages issues.

                             

                            I also had issue early on my Samsung Edge S6 where default SMS App will not work allow me to use Wifi for Grpup/MMS message; so, I was told to switch to use other app and I ended up switching to Google Message; which is better but now i have this issue of missing important text messages.

                      • xalexbanx

                        Re: Sporadically not receiving SMS/MMS

                        I've had the same problem for about 3 weeks. Some texts go through. Some don't. I've had this phone over a year. I checked and deleted all messaging apps, the problem clearly went deeper. Today I remembered there's the TMobile Digits app and it worked. Old messages that didn't come through popped up from the last 5 days. I posted this update online and a friend told me it may be a problem with my SIM. I'm going to swap out the SIM card tomorrow but for others dealing with this problem, Digits works retreving your missing texts. I've also heard my phone goes to dail-tone sometimes but I'm not super concerned about that. lol

                        • magenta4024894

                          Re: Sporadically not receiving SMS/MMS

                          Same problem here - note 8, and I'm in the STL area.