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Visitor

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13 Messages

Fri, Apr 29, 2022 1:49 AM

Unable to send picutres in text and group (MMS) text unless on mobile data

I just switched from verizon to xfinity and have a samsung s22. I have been unable to send or receive pictures or group/MMS messages. I have to turn off wifi and turn on mobile data in order to send/receive. If it's a group text that I am receiving, I sometimes receive a notification that I have "messages that have not been downloaded in messages" and sometimes I do not receive the notification. I then have to turn off wifi and turn on mobile data and then download each individual message separately. I have missed several critical time sensitive messages and photos that were work related because of this issue. I have spent the last 3.5 + hours on the phone with multiple representatives each stating this shouldn't be and having me complete various trouble shooting such as turning phone on and off, resetting network, removing sim card. The first representative I spoke to just tried to sell me the unlimited data plan, since that was best for me!! The last troubleshooting attempt I was supposed to receive a call back to follow up as I needed to shut the phone off for the process and no one ever called back. I called c.s. again and had to explain my situation for the 4th time during all of this to the 4th person. This representative has now told me that I am incorrect - mobile data is REQUIRED to send pictures via text and group texts, thats always hows it been, that is how MMS and picutres work. YES - THIS IS WHAT I AM BEING TOLD. In my entire time of owning and using a cellular phone (the last 10 years, samsung) and various carriers, I have never been required to use mobile data to send/receive pictures, videos, or group text. No one I know who owns a cell phone needs to use cellular data to send/receive pictures or group texts! THEN - when I shared this, the representative conferenced with her "team" and returned to tell me she gave me the wrong info, that in fact I should be able to send/receive pictures/MMS over WIFI, that she gave me the INCORRECT INFORMATION - I asked to speak with a supervisor, which she said she had to request a supervisor connect and it might be a long wait, in the meantime she continued to GOOGLE yes GOOGLE troubleshooting ideas to check the wifi connection and settings on my phone to resolve the issue. She also stated that she found her information on how pictures and MMS work only on cellular data on GOOGLE!! Back and forth, in settings for both the phone and messaging app, nothing working. Placed on hold again, and this representative comes back and said the team gave this STATEMENT on my issue (and I repeated her words to verify and she verbalized I was correct in my understanding)"in order to send/receive pictures or group text, you must turn off wifi and use cellular data, that is the only way you can send/receive those, that's how they work" said it is not an xfinity thing, its for any pictures or MMS. ??? am I loosing my mind that for the entire time I've used a cell phone, this was never the case?? and if this is the case with Xfinity mobile for whatever reason - why is this oddity not outlined in the service agreement???? I want to switch back to Verizon as this was a HUGE MISTAKE on my part thinking Xfinity mobile would be any different than Xfinity service for internet, phone and tv - which I also have. She said that they will transfer my number back to verizon no problem, but since I purchased a new phone with Xfinity, I cannot use this phone with Verizon and cannot return it. SIDE NOTE - I was lied to when she said she'd request a supervisor connect with my call - after all this I asked about the supervisor and she said she didn't connect, she just figured she would continue to use GOOGLE to help me troubleshoot. Trying to hold my composure, I request the supervisor. I explained I've been here before and that while waiting for the supervisor to connect in the past, I've waited for up to 45 mintues and the line just disconnected. Will that be the case in this instance? No.  I have been waiting silently with her for over an hour now, for the supervisor to connect, every few mintues she confirms she is still on the line and at 942 pm - 4 + hours into this journey, she just hung up without saying a word. I'll be speaking to my Attorney tomorrow. Xfinity, any input before I make that call tomorrow??

Official Employee

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443 Messages

5 m ago

Hi there @user_4ce026

 

I know getting this MMS issue resolved is beyond crucial. I know this has been a very frustrating issue to deal. I do appreciate all the details and feedback which you have provided with working with a phone rep. This is never the way we want any customer to feel. When it comes to Mobile, our options through this platform are very limited.

 

Have you tried reaching out to our secure online chat at https://comca.st/3vsjwLv where an Xfinity Mobile expert is available 24/7? If not, I would recommend getting support through chat. 

Visitor

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13 Messages

@XfinityLysa​ I had started the journey I mentioned above how you recommend here, unfortunately.

Official Employee

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443 Messages

Thank you for letting me know what you have tried. Please feel free to send me a peer to peer message so that I can review our next steps!

Here's the detailed steps to direct message us: 
 • Click "Sign In" if necessary
 • Click the “chat" icon (upper right corner of this page)
 • Click the "New message" (pencil and paper) icon
 • Type "Xfinity Support" in the to line and select "Xfinity Support" from the drop-down list
 • Type your message in the text area near the bottom of the window
 • Press Enter to send your message

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
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Contributor

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41 Messages

5 m ago

go into your phone settings and change them. The issue is not Xfinity Mobile. Its settings in your phone. I have the same phone and service. It did same until I told it to auto download pics and MMS. Google it and you can find the answer easy. 

Visitor

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13 Messages

@user_482455​ thank you for your help. I have done this though. I wish I could say it worked, but it didn't. 

Contributor

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41 Messages

5 m ago

Its there. First follow these steps, Do a network reset, this helps trust me. Next go to Messages, in upper right click the three dots, settings, More settings, Multi Media Messages, and turn on Group Conversations, Download Automatically, and download Automatically while roaming. Also I did chat settings, and Auto Download attachments. And LOl your correct you can do it on Wifi, 

Visitor

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1 Message

3 m ago

My phone is going through the exact same thing, Sorry and thanks for posting your trouble, it looks like i’ll have to switch providers because i will not go through all that lol sorry again..

Visitor

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2 Messages

2 m ago

I feel your pain! I am currently missing work-related items that are sent to me via text. XM's online chat is no help, and I can't spend hours on the phone to resolve this. I'm in work meetings for hours each day and have been trying to multitask to see how to get my MMS up and running, and I'm on the verge of calling Verizon back and just writing off any costs for my xfinity mobile service and device as SUNK and SUCKY. 

Please share here if you got any resolution. Based on the number of threads where people are having the same experience, I can't believe ANYBODY is signing up for xfinity mobile. If only I could go back in time a few days and tell myself NOT to do it...

New Poster

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9 Messages

2 m ago

Same problem, none of the MMS messages to xfinity phones work in my house. Have an S22, a motorola and an S8. One to one messaging works, but if you add a single xfinity number to any mms thread it fails to deliver. Worse is that the motorola says its delivering when nothing comes through. Very disappointed to see threads on this issue going back years. 

Contributor

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41 Messages

2 m ago

This is not xfinity issue. Its settings in phone I had the issue with my new phone and service did some googling and fixed issue. Due your due dilligence and you will see.

New Poster

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9 Messages

2 m ago

To follow up, they had failed to enable premium messaging on my latest phone. Tier 2 enabled the feature and MMS works. Its not always the device ;)

Visitor

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2 Messages

1 m ago

Have the same issue. Cannot send picture or video messages. Can't believe Xfinity mobile doesn't not have the network/ability on the most basic of functions. Terrible customer service with no resolution. 

DaveO3

Problem Solver

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482 Messages

1 m ago

The root cause of the MMS issues in the above posts is that XM charges for the data used for MMS. That’s just what they do, so when you turn off cellular data you are disabling MMS along with all other cellular tower data. The same applies to visual voicemail. 

However, if you have enabled WiFi Calling AND are connected to WiFi AND not connected to a cell tower, your Calls, SMS, and MMS are connected to the XM/Verizon servers through the internet using the WiFi Calling feature, not just WiFi per se. And, guess what, the data used for these successful MMS will show up on your bill. 

(edited)

Visitor

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2 Messages

1 m ago

Done all of the above with no joy.

DaveO3

Problem Solver

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482 Messages

1 m ago

Unfortunately, some users who have ported their number from Verizon or other carrier and were using messaging such as Verizon Messages, Messaging+, Samsung Messages, RCS, or whatever, OR maybe used other SIMs or eSIMs on their phones, end up with some hidden residual settings. 

If Reset Network Settings or anything else doesn’t work the most likely fix is to Reset All Settings. This is painful, but you don’t have to erase everything on your phone. Google the appropriate instructions for your phone. 

Good Luck. 

Visitor

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1 Message

7 d ago

I have this same exact issue TOP TO BOTTOM and good ole Xfinity has no clue how to fix it. I blame their network and how it interacts with other networks as sometimes I can send MMS but I never receive them and I can no longer participate in group chats. I'm required to use my phone for work and sending images is part of that and in 2022 why can't I simply send an MMS to anyone I have a number for?!

Official Employee

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892 Messages

Thanks for reaching out through Xfinity Forums! Have you reached out to our Xfinity Mobile team for assistance? They would be the team of experts who can help you with troubleshooting. You can reach them at, 

 

SMS Text Message: 1 (888) 936-4968

Phone: 1 (888) 936-4968

Chat: https://comca.st/3r4LI4g

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: 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 Answer.tick
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