Can't get MMS sent from my business email


    I just moved to T-Mobile from another carrier and bought an LG Stylo 3 Plus phone from T-Mobile. I decided to run a test to make certain T-Mobile's messaging could receive MMS from my computer, using my business email address. I received the following: "Additional media content is included. Please check the message in detail."


    I can't figure out how to access the 'additional media content.' Can anyone help? Thanks in advance.

      All replies

      • tmo_chris

        I actually just tested this out on my phone and the mms came through. I am using an iOS device so it might be a little different. What options do you have when opening the message? Is there a download option? Can you also try taking a picture on your phone and sending it to your own phone number via regular MMS and let me know if it comes through?

        • magenta4128761

          Chris, I called T-Mobile phone support and was supposed to be escalated to get an answer. But I was disconnected and the second agent I spoke with would not escalate the issue so I could speak with a supervisor. I was told that T-Mobile is blocking incoming text messages from all email addresses other than the major providers like Gmail, Yahoo, Hotmail, etc. That didn't make sense to me, so I asked again to speak to a supervisor and was denied.


          I did some research online here and found that the APN address in my T-Mobile issued phone was different than one listed for correcting this problem on unlocked phones. So, I created a new APN connection and changed the APN type to:  default,mms,supl,hipri,admin,mobile. I saved the new APN listing, powered off my phone, restarted and tried to send an MMS message from my computer to my phone. This time, the photo appeared in my phone's messages just fine except that there was also coding from my original message which appears to be coding from the file itself. Still, I can view the image properly. So, I then sent a photo from Messaging to my computer email address and the message went through just fine. So, I seem to be on the right track. Now I just need to figure out how to keep the photo file intact without it opening and displaying code.


          Any thoughts?

          • magenta4128761

            Also, other than the message stating "Additional media content is included. Please check the message in detail," there were no options.  There was no download box or other option. The Sender and Subject were there but the text of the message also was missing.

              • tmo_mike_c

                Hmm, this super bizarre. Have you tested this with another email address other than your business email? I've tried testing this myself and I see that the messages are coming through. Might be good idea to remove the email address, restart the phone, then test it out again after adding it back.

                  • magenta4128761

                    Mike, I have narrowed down the issue and found a workaround. First, I changed the APN address, and that allowed for sending and receiving from my Gmail and my email provider's webmail pages. For some reason, when I try to download the message into my email client on my computer (trusty Eudora) as a POP connection, it would decode the attachment and split the code so I could not see a graphic (jpg) attachment. I contacted my email provider who recommended that I create an IMAP account and see if that remedied the issue. It did! So, for some unknown reason, the POP download wouldn't work but the IMAP does. To send to my T-Mobile messaging, I must sign online to my provider's webmail menu and send the message from there. I can't use my email client on my computer to send attachements to my phone messaging. Works fine for email but not to Messaging. So, although it's some extra steps, I can do what I need to do.

                      • tmo_mike_c

                        That's awesome you've found a work around and that you can get your messages. Just so I know I'm on the same page, were you sending the message to or just to an email account (like Gmail) on your phone? Thanks for coming here and sharing what you've tested.

                          • magenta4128761

                            Mike, my issue was both on incoming and outgoing MMS to my T-Mobile phone. Once I corrected the APN setting to default,mms,sulp,hipri,admin,mobile I could receive MMS from my Gmail and my email provider's web portals. That let me determine I has a secondary issue when my computer's email client tried to access those messages. Once I changed to IMAP, I could receive messages from my phone's messaging. I still cannot download complete messages onto my computer, but I can access the attachments on my Gmail and email provider's portal. I will continue to work to correct this problem. What is strange is I had no problem with Verizon, AT&T or Cingular providers, only T-Mobile.

                              • tmo_mike_c

                                Ah, okay. I can't really think of a reason why the messages won't download to your computer. Since you've done this before with other carriers, I imagine there was some kind of option to download to your computer that you saw before. Is that option just not there? I'll admit, getting files to download on to your personal computer is outside of our scope, but I'm just interested in how you were able to do this before. Plus, this could be helpful for other folks that may run into this issue.

                      • magenta5029135

                        I take. A screen shot of the content. That works for me.