SZ8's profile

New Poster

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2 Messages

Tue, Aug 25, 2020 6:00 PM

Can't Receive Text Message

I enrolled in Xfinity Mobile service about two weeks ago.  Until now, my phone, Moto e, is still not working as it should.  I can make and receive phone calls, send out messages, but can't receive any message.  It all started with a typo by the store agent.  A number with wrong area code was being tried to port over initially, then after the right number was finally ported over, my account still saw the wrong port process going, and then after the wrong porting process was finally killed and my account could show my phone as activated with right number, I couldn't receive any text message.  Last Friday, after a lengthy troubleshooting with online tech support, I was told my phone needed to be replaced.  Today, with the replacement activated, I still can't receive any message.  The problem remains.

Based on my IT network experience, I think the cause of my problem is in the text message routing configuration of the network, not in the device.  Somehow messages to my phone are either blocked or redirected to the wrong number, such as the number ported with typo initially.  However, I can't convince tech support to look in that direction.

So far I have lost text messaging ability for 2 weeks already.  I must get the issue resolved quickly or cancel the service and fall back to my previous provider.  Xfinity Mobile has very attractive plans.  But its support doesn't seem to be on par with its promise.  I couldn't even find a way to send tech support a message.  Online chat took too much time and achieved very little.  Calling support line incurred long waiting time and was often pushed around between different levels of supports.

What should I do now?  Is there anyone who can help me out?  Thanks!




 

Responses

DaveO3

Problem Solver

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303 Messages

10 m ago

Try a couple of things:

 

1.) Were you using advanced messaging on you previous carrier, such as Verizon Messages? If so, unregistered from your advanced messaging, then re-register?

 

2.) Try emailing a text to your phone. Send email to your 10 digit phone number as follows 1112223333@vzims.com

 

 

DaveO3

Problem Solver

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303 Messages

10 m ago

Try emailing a text to your correct phone number. If that doesn’t work, try emailing a different text message to the incorrect phone number.

New Poster

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2 Messages

10 m ago

Dave03, Thanks for helping.  I was using an AT&T Gophone, with a prepaid plan.  So my messaging service was simple and plain old text messaging ability.  In this case, should I still try to send a text message to my new Xfinity Mobile phone?  - SZ8

Regular Visitor

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4 Messages

6 m ago

I have tried a whole lot of things to fix this problem on my 2020 Moto E including the email test you mentioned and a factory reset and still no luck. I did notice that in the APN setting Bearer it has HSPA,GPRS,EDGE,eHRPD,UMTS,LTE,HSPAP,HSDPA,HSUPA but on my S9 the Bearer is Unspecified but I am unable to change it. Would that be the problem?

Regular Visitor

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4 Messages

6 m ago

So the problem persists. I did try the sim card in another phone and everything works perfectly but then I put it back in the Moto e and no more incomming texts same if I put the sim from another phone in it, no incomming texts. Was directed to take the phone to the Xfinity store, they gave it the once over and have ordered a new one to be delivered in a few day. Keeping my fingers crossed it works out.

Regular Visitor

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4 Messages

6 m ago

Received the replacement and the problem persists. Guess I'll have to send it back. Sorry Moto e, you're dead to me. 

New Poster

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1 Message

6 m ago

We just had the same experience. The solution was to factory reset the phone and allow the install of moto default applications but do NOT allow the text app that enhances the texting to be added. Use the default android messaging app ONLY.

Regular Visitor

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4 Messages

5 m ago

Tried that with no luck but after the fourth/fifth call to customer support they finally updated my account profile provision and a few seconds later, bada bing bada boom! I now receive text messages on the Moto e, Yipee!

Visitor

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1 Message

2 m ago

I am a Telecom Engineer. It is not a technical issue (for Motorola Phones), they can easily provision this on their network. The issue is you did not BUY the phone from Xfinity, it is as simple as This. Stop searching for answers. This is the only issue, you did not buy the phone from them. I brought my iphone 6 to Xfinity, worked fine. Now I have a Moto G (2021), everything works but receiving texts. Sorry to bring unfortunate news.

Visitor

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2 Messages

@garabad to bad I bought my phone from xfinity and still have to issue

Visitor

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1 Message

1 m ago

I’m having almost the same issue with the iPhone 12 Pro Max that I did but from xfinity. I can actually send and receive texts except verification codes. I can’t change my number or sign into anything on my new phone. 

Visitor

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1 Message

I just switched carriers from Verizon to Xfinity with Apple 7plus. I cannot receive Android texts. After a couple of calls to Xfinity customer service it’s fixed for a day then back

to NOT receiving Android texts. Took phone in to Xfinity for a new SIM card and again worked for a day. I don’t wanna go back to Verizon I don’t think I have a choice.

Visitor

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1 Message

@user_019f73 I’m literally having the same issue on both of my iPhone 12 Pro Max’s except I can’t receive ANY android text. Was sent a new sim, still the same issue. “Tech support” is useless. I’m super bummed.

Official Employee

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4 Messages

Hi there. I hate to hear you're having issues receiving text messages with your Xfinity Mobile service. I'd like to see how I can help.

 

Please click on the little chat message bubble icon in the upper right and send a New Message (pencil and paper icon) to "Xfinity Support" with your name and the service address to start. You may need to sign in first, if you aren't already. 

I am an Official Comcast Employee.
Official Employees are from multiple teams within Comcast: CARE, Product, Leadership. We ask that you post publicly so people with similar questions may benefit from the conversation.
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I am an Official Comcast Employee.
Official Employees are from multiple teams within Comcast: CARE, Product, Leadership. We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Solution.tick

Visitor

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1 Message

1 m ago

I’m having the same issue and I’m returning the phone and going back to T-mobile because of this. It’s ridiculous, my messages are essential and I shouldn’t have to jump through hoops to get it to do what it’s supposed to, what I’m paying for 

(edited)

Visitor

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1 Message

1 m ago

I also am experiencing this issue and have been since I signed up for Xfinity Mobile roughly a month ago. I purchased a new iPhone 12 Pro through Xfinity and am still having the issue. I have been through over 20 support chats and multiple attempts at the customer service call number, and multiple SIM cards at this point to no avail. I don't know how many times I've reset network settings. Now I can't communicate via messaging with friends and family, and am locked out of all my apps and accounts that require two factor authorization via SMS. This is simply unacceptable. Xfinity Mobile came highly recommended to me by a friend but the service and customer service have fallen flat.

Visitor

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2 Messages

1 m ago

I am havingje same issue

DaveO3

Problem Solver

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303 Messages

1 m ago

It looks like you are going to have to do the nuclear option. It’s painful, but when all else fails it’s the only option and it requires setting your phone up as new. The problem could have been caused by one of the many advanced messaging options such as iMessage, Verizon Messaging+, RCS, or others. 


I suggest the following:

1.) Update your iPhone to the latest version 14.5.1. This probably won’t fix your problem. 

2.) Backup your iPhone to iCloud. Make sure that you have a backup of all your music, photos, and documents somewhere other than iCloud. 

3.) Turn off Find My Phone And Turn off iMessage

4.) Erase All Content and Settings

5.) Set up as new but don’t restore or setup any features yet

6.) Now test or check if you can send and receive SMS

7.) Turn on iMessage, and check if you can send and receive both SMS and iMessages

If SMS and iMessages are working you now know that neither XM or your iPhone are the problem, and you have a couple of options:

1.) Manually start over adding all your Apps and settings one at a time, OR
2.) Take a chance and restore your iPhone from your iCloud backup and hope that the software problem did not get stored in the backup. You will need to Erase all Content and Settings again to do this. 

Good Luck!

(edited)

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