Samsung S22 Ultra stopped receiving text messages

After updating my OS on 9/1 my S22 started having an issue receiving texts. If I received the texts they were delayed by 2-3 days best case. I have spent 8 hours with online and in store support. After the first week Xfinity corporate was able to restore proper operation for about 1.5 days and then the same issue occurred again. I am now going on 21 days without text capability and am wondering if anyone else is having a similar issue. I also had my phone checked out by a Samsung certified service center (local Xfinity not qualified) and my phone checked out ok. I have never experienced this type customer support and am wondering if anyone else is experiencing anything similar.

Responses

XfinityJessicaA

Official Employee

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330 Messages

3 years ago

Hello @bdarnall We appreciate you taking the time to reach out to us today. I know how frustrating it is when your phone isn't working. Due to account security, we are limited on access to your Xfinity Mobile Account here on Social Media and we do recommend reaching out to our experts to ensure your concern is resolved. You can reach them by texting or calling 1 (888) 936-4968. You can also chat with an expert here https://comca.st/3dGtfaX

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user_1d65ff

Visitor

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1 Message

3 years ago

The workaround is

*open sms

*go into settings

*Chat features

and disable "use wifi data for messages"

Why did it brake its up to Xfinity/Samsung to find out.

2

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bdarnall

Visitor

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2 Messages

@user_1d65ff

Thanks user_1d65ff however after 9 hours of contact time with the local store, chat and phone support I finally was put in contact with tier 3 support (again after waiting for 40 minutes). The technician diagnosed and fixed the issue within 15 minutes, apparently it was all due to an account setup issue and my phone line needed to be re-provisioned. Anyway long story short the tech requested the account modifications, waited for the changes to be completed and my text's started filtering in right away. I just can't believe that it took 3 weeks and a ridiculous amount of my time wasted to be able to get in contact with the proper personnel. Each time I contacted Xfinity they would tell me they were working on it or putting in a new ticket. During the whole process I would never receive any updates unless I specifically emailed the local office so I ended up waiting days with no resolution until I would then have to go through the complete contact process again. Even when contacting the local office they did not have any type of real time update other than to tell me they put in a ticket and were waiting for it to be addressed (also pretty sure the local guy understood the issue). It just seems extremely inefficient to have to try to get through so many levels of bureaucracy before getting a single tech to focus on the issue. In the future I think I would insist on getting to the top level support because if they do not fix the issue while on the phone then the likely hood of anyone getting to the issue in an acceptable time frame is low.

3 years ago

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CCDevinC

Contributor

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473 Messages

Hey @bdarnall we are glad that you were able to get this resolved. We do apologize that it took that long to get fixed as that is never the experience we want for our valued members.

I very much appreciate you taking the time to provide us with your feedback. Good or bad, it's vital to us in order to help us improve not only our products and services but the customer experience as well. I have marked this communication for review.

Feel free to submit your feedback here

https://comca.st/3RhgLnS

I no longer work for Comcast.

3 years ago

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Plan

bdarnall

Samsung S22 Ultra stopped receiving text messages

XfinityJessicaA

user_1d65ff

bdarnall

CCDevinC

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