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user_3zzt8w
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Saturday, May 4th, 2024 2:09 PM

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Can't receive text messages

For some reason, I can't receive text messages anymore.  They just randomly stopped.  I can send, but not receive.  I called customer service and was hung up on twice after spending about 30 minutes troubleshooting.  After I provided a poor customer service rating via text on my other phone, someone reached out to me and try and troubleshoot.  After an hour and 15 minutes of troubleshooting, I was told they needed to do more research.

I have never ever had a problem sending/receiving texts when I was with Verizon (for over 8 years).  If you can't fix this problem I have to go back to them.  This is critical because my phone # is part of a 2-step verification protocol for my bank and work emails.

Question

 • 

Updated 

9 months ago

341

1

0

XfinityEva

Official Employee

 • 

1.6K Messages

1 year ago

 

Hi user_3zzt8w thank you so much for reaching out to us about this. This is certainly important to have working at all times. Do you only experience this with certain numbers or all text messages? 
 
If we already have a ticket going for you or have not received other updates on your recent interaction please send us a direct message with your full name and service address. Once we have a resolution for you, we can post here for other users in the community that may be experiencing the same issues. 
 
To send a direct message:
  • Make sure you are signed in here in the Xfinity Forum. Click "Sign In" if necessary
  • Click the "Direct Message" icon (square chat icon in the upper right corner of your screen next to the bell icon)
  • Click the "New message" (pencil and paper) icon
  • Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list which appears. The "Xfinity Support" graphic replaces the "To:" line
  • Type your message in the text area near the bottom of the window
  • Press Enter to send it
 

 

2

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user_pnc34p

1 Message

That is a stupid response as it helps just one user. I have the same problem and have to go through this process. Obviously this is an Xfinity issue.

9 months ago

0

XfinityPaula

Official Employee

 • 

1.4K Messages

Hello @user_pnc34p Thank you for sharing the trouble you are also having with receiving texts. This can be debilitating. I'm sorry you are having the trouble. I checked with the mobile team, and we do not show a known issue. I also check my services, and I am not having an issue with sending or receiving with multiple people across different networks. 

It's possible that this is impacting others, however at this time I do not have anything correlating, and I will need to gather some details to help out repair teams identify and resolve the issue. 

For the sake of troubleshooting can you please try to toggle airplane mode on and back off? Are any texts coming through, or can you ask someone to send a test please? 
Another thing may be unable to receive texts from a specific number or carrier. Are all texts failing to be received? Do you know if the sender is receiving an error when texting you? Any additional details would be great to help uncover the issue. 

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9 months ago

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