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lmacmil
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Articulate

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237 Messages

Monday, March 6th, 2023 9:41 PM

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Have cell service but can't send or receive SMS texts-fixed

​My wife's iPhone 11 recently had an issue which resulted in her cellular network connection being lost for several days.  The connection is back now and she can make and receive calls but she can no longer receive SMS text messages.  iMessage works fine since it uses wifi.  She needs SMS to text with Android users and to receive texts that are required for accounts that have two-factor authentication enabled.  Any thoughts on how  cell service can work for calls but not for SMS?  No settings have been changed.​

Question

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Updated 

2 years ago

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DaveO3

Problem Solver

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772 Messages

2 years ago

There is no good reason why SMS doesn’t work when calling works, so you may have to call XM, but before you call them, run through the obvious self-help steps. 

1.) Check that you have the latest software, i.e. iOS 16.3.1. Settings, General, About, iOS Version. If not update to the latest version by going to Settings, General, Software Update, ……

2.) Carrier Settings should automatically update anytime you power off and on, or even turn airplane mode on and off. 

3.) Next, email your phone a text by sending an email to your phone by entering your 10-digit phone number followed by @vtext.com (e.g., [Edited: "Personal Information"])

If you cannot receive the above SMS then it’s time to call XM and probably get tier 2 support that may be able to fix some back-end settings. They may have to temporarily suspend and resume your line. Do not accept them sending a new SIM unless all else fails.  

Good Luck. 

(edited)

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lmacmil

Contributor

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237 Messages

@DaveO3​ I spoke with my contact at Tier 3 support this morning.  She had me do all this stuff and we did a network reset also.  None of it worked.  I tried emailing to the vtext.com address and that did not arrive at my wife's phone.  She was going to check the back-end settings at her end and we will touch base later today.  I have the exact same phone and everything works for me so there's something different.  I'll update this thread when we figure it out.

(edited)

2 years ago

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DaveO3

Problem Solver

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772 Messages

What worked for me and others last year was having XM Suspend and then Resume my line a few minutes later. 

2 years ago

0

lmacmil

Contributor

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237 Messages

We've already tried that but may have to again.  In fact, my wife had no cell service at all for 4 or 5 days as they were trying to correct a billing issue that has been ongoing for well over a year.  It just boggles my mind that they can't fix a simple clerical error (that resulted in the billing issue) through 5 tickets (4 of which were closed without resolving the problem.)  I've been working with Tier 3 "executive resolutions" since last October trying to get this fixed.  Before that, there were 2 tickets taken out by Tier 2 support, neither of which fixed the problem before they were closed.  I've probably got 10 hours on the phone with various support people.

2 years ago

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lmacmil

Contributor

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237 Messages

@DaveO3​ I'm curious as to why I should avoid getting a new SIM.  What's the downside to that?  My support person mentioned that as something we may have to try.

2 years ago

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lmacmil

Contributor

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237 Messages

Talked with my Tier 3 support person today.  She claims there's nothing else she can do and that she will have to get Verizon involved (because XM uses their towers.)  I asked why she can't just look at how my SIM is provisioned and compare it to my wife's SIM.  She said she doesn't have the ability to do that and that the SIM just contains the phone numbers anyway.  I did discover today that my wife's phone can send SMS texts but just can't receive them.  I know there are multiple threads on this forum about people having the same problem and some were resolved by re-provisioning the SIM (whatever that means.)

2 years ago

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user_abf3f6

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1 Message

2 years ago

Thanks... Xfinity phones suck.

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