Community Forum

Can't Receive Text Message

SZ8
New Poster

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!




 

DaveO3
Problem Solver

Re: Can't Receive Text Message

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

 

 

SZ8
New Poster

Re: Can't Receive Text Message

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

DaveO3
Problem Solver

Re: Can't Receive Text Message

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.
Juanmew
Regular Visitor

Re: Can't Receive Text Message

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?

Juanmew
Regular Visitor

Re: Can't Receive Text Message

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.

Juanmew
Regular Visitor

Re: Can't Receive Text Message

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

jumping_dolpin
New Poster

Re: Can't Receive Text Message

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.

Juanmew
Regular Visitor

Re: Can't Receive Text Message

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!