Having trouble sending MMS (pictures in text messages) when I am on WiFi

[ta6point6litre]

I have tried searching the web for answers, but no matter what I try I am still having issues sending pictures in text messages when I am on WiFi. I have to turn WiFi off in order to successfully send an MMS message most of the time. 

[ggg111]

True fact. XFINITY, why is this happening? Sending and receiving MMS messages has been broken since April 2019 on all 4 of my XFINITY mobile phones. I must turn on data and turn off wifi to receive all of my messages. Sometimes I get 0 bars at home, and then I cannot send or receive MMS at home and have to drive a couple miles down the canyon to get in touch with a tower so I can pick up my MMS messages - no joke! Just please, get MMS working with WiFi already, you've had more than enough time.

[seodoesmatter]

Same issue here. Was told by Comcast that Samsung is aware of the problem. No knowledge when this will be resolved.

[DoggieBytes]

I don't think this is a Samsung problem.  We have LG, Samsung and iphones in our house.  None of then will send or receive MMS on WIFI since we upgraded my phone two weeks ago.

When sending to and from devices on Xfinity you NOW have to have mobile data enabled/ON and WIFI turned OFF.

When we first switched from AT&T to Xfinity we could send MMS over text without having to turn on mobile data, we could text pictures/MMS anywhere we had signal.  Just like with AT&T.

Then that stopped working.  IF you had mobile data turned OFF (to save money) you could no longer send MMS.  To send MMS without incurring data useage charges you had to wait until you were connected to WIFI and THEN send the MMS.

NOW you have to turn OFF WIFI, turn ON mobile data to send MMS.  

Look xfinity - I get that you offer some killer deals for mobile phones.  I get that you have to make money.  BUT to NOT let MMS to be sent over WIFI at least really, really stinks. It stinks to high heaven. 

I didn't expect AT&T level of service but at some point you'll nickel and dime us right back to AT&T or another carrier.  By all means, keep it up xfinity, we're looking to get off your internet soon too......

[ggg111]

"NOW you have to turn OFF WIFI, turn ON mobile data to send MMS.  "

This is absolutely what is going on.  Very clearly this is happening to quite a few XFINITY mobile customers.  This may be a complex problem involving the coordination of MVNOs, primary carriers, device manufacturers, and App developers.  None of this is actually the customer's responsibility.  XFINITY must lead the charge on their customer's (our) behalf, or we will get nowhere.

XFINITY - who is leading the effort to resolve this on your end?  Can we please get an official statement from your point person regarding the root cause of this problem, and all of the steps being taken to resolve it?

You kinda owe this to your loyal customers after leaving us with this issue for many many months (has it been nearly a year now?) and no real explanation regarding what is going on, or when we as customers can expect this moderately severe deficiency to be corrected.  Please answer the questions your customers are raising on this thread.

[Gen1Plan4Ever]

Im hearing that this is basically a thing with Verizon. Obviously they want the money for data. The thing that bothers me isn't that I have to use data as much because im not sending a bunch of pictures every day. It's that even when data is on I still have to turn off wifi for that picture to go through. That is really stupid. It should simply send it over data while keeping the wifi on. Seems simple enough.

[Sozavac]

This is a huge problem that I am convinced is totally an XFINITY issue. They are doing it to get us to use data. Honestly, based on how I have seen XFINITY treat their customers, I will probably switch to another internet and phone provider once my phone is paid off to XFINITY and I can take it elsewhere

[Racoonlodge]

Not really sure it's a Xfinity issue....

I have a Samsung A50 and cannot send MMS or SMS with pictures unless I turn WIFI off....

My wife has an apple 11 using WIFI and has NO issues sending messages with pictures.

What is the common denominator? It may very well be Samsung!

[jcase831]

I am also having trouble sending mms and pics. I'm getting really frustrated with this. Seriously considering switching back to verizon wireless. This is a ridiculous issue! They need to correct this issue otherwise offer us some type of credit on bills because we are not getting what we're paying for!

[Racoonlodge]

I do repeat....

I have a Samsung and I'm connected to my home network. I cannot send pics if I'm connected to the network in WIFI. The picture I send spins and spins, then fails.....

my wife has an Iphone using of course the same home network and her WIFI is tirned on.

She can send pics like there is no tomorrow!. I think it has to do with Samsung or Samsung working in conjunction with Xfinity. Next time, I will get an IPHONE....This is crazy!

[jcase831]

I just spoke with Xfinity mobile about this issue. I was told that the new Samsung phones have and issue with text messages/wifi and they're sending down an update on the 14th or 15th so it will work correctly without having to turn off wifi. We'll see. I'm not holding my breath!

[Racoonlodge]

Updates on the 14th or 15th?

This is Saturday or Sunday?

Suprising

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[jcase831]

We shall see... LOL

[ggg111]

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@jcase831 wrote:
I just spoke with Xfinity mobile about this issue. I was told that the new Samsung phones have and issue with text messages/wifi and they're sending down an update on the 14th or 15th so it will work correctly without having to turn off wifi. We'll see. I'm not holding my breath!

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Good to hear you say that.  Why can't XFINITY come into the forum and make such a statement for themselves?  That would be REAL customer support, instead of the unfriendly "figure it out for yourselves" approach they are currently taking.

REAL customer support - real organized COMMUNICATION - that's what is lacking here.  We have many many customers here in the forums BEGGING for an explanation, and someone from XFINITY to take lead on this issue and be our single point of contact.  They are still not saying anything officially!  Where is the sticky thread on this, along with XFINITY's current status on this issue, so that we don't get dozens of discussion threads going nowhere on the same issue, as we have now?

[ggg111]

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@jcase831 wrote:
I just spoke with Xfinity mobile about this issue. I was told that the new Samsung phones have and issue with text messages/wifi and they're sending down an update on the 14th or 15th so it will work correctly without having to turn off wifi. We'll see. I'm not holding my breath!

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I have a Samsung Galaxy S8 with this issue...it's not a new phone.  I have a Moto e6 with this issue...it's not a Samsung.  So I can't say that I trust the information you heard from XFINITY mobile...

That's why I'm asking for a sticky thread on this issue, and a single point of contact to own this issue at XFINITY, like any REAL customer support organization would have done long ago.  

[seodoesmatter]

Our phones are fixed as of today!! We can send pictures with wifi!!

[Racoonlodge]

Not sure what you're talking about or Phone you have, but my sending pics over WIFI is still not working

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@seodoesmatter wrote:
Our phones are fixed as of today!! We can send pictures with wifi!!

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[seodoesmatter]

OK. My husband and I both have Androids. Mine started to work today on our wifi and also at the resturant on wifi.  I could send a picture on wifi! He could send a picture at the restaurant on wifi but now at home on wifi he has the issue again....and I still can.  Perhaps this means this issue is actually being worked on! 

[jcase831]

I hope it is because I'm seriously considering going back to Verizon!

[Racoonlodge]

Give them time to fix it...

not totally sure if it's Xfinity or Samsung...

again, my wife has a Iphone 11 and it works on WIFI

which in my technical computer work for 45 years

points to Samsung...

we shall see

[jcase831]

I just tried sending myself a gif; still DOES NOT work..

[Matthadahemi]

Good afternoon! Thank you for reaching out to the Xfinity Mobile Digital Care Team, I hope your day has been going well. 😀 I am sorry you are having MMS issues with your new phone! This is actually a known issue, we have received official word from Samsung as follows.

“Due to a known issue, some Samsung device users running either the Android Pie or Android 10 operating system (OS) are experiencing problems with using multimedia messaging service (MMS). Users are reporting that they are either unable to send MMS messages, or that attempts to send are taking too long.
Samsung is currently working on a software update to address this issue; this is anticipated to be available beginning in March. More details will be provided by Samsung in the coming weeks.”

But this is all we have heard as of a few days ago. At this time you would have to disconnect from Wi-Fi in order to send the MMS until Samsung pushes that update out. Fingers crossed it will be sooner than later! Is there anything else I can do for you? -Eliana

[Racoonlodge]

Thank You for the information...

We will be looking for the update

[ggg111]

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@Matthadahemi wrote:
Good afternoon! Thank you for reaching out to the Xfinity Mobile Digital Care Team, I hope your day has been going well. 😀 I am sorry you are having MMS issues with your new phone! This is actually a known issue, we have received official word from Samsung as follows.

“Due to a known issue, some Samsung device users running either the Android Pie or Android 10 operating system (OS) are experiencing problems with using multimedia messaging service (MMS). Users are reporting that they are either unable to send MMS messages, or that attempts to send are taking too long.
Samsung is currently working on a software update to address this issue; this is anticipated to be available beginning in March. More details will be provided by Samsung in the coming weeks.”

But this is all we have heard as of a few days ago. At this time you would have to disconnect from Wi-Fi in order to send the MMS until Samsung pushes that update out. Fingers crossed it will be sooner than later! Is there anything else I can do for you? -Eliana

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Eliana, thanks for this information.  How did you obtain this information?  Can you please provide a link? 

When I spoke with Samsung they told me this is a known XFINITY problem, which was subsequently acknowledged by XFINITY on a support call.  I'd like to try to break the gridlock amongst XFINITY, Samsung, and Google on this issue by sharing published information from official sources, and not forum posts from fellow forum users.  If Samsung tells me again that this is an XFINITY problem, then I'd like to point them at the same source you are quoting.

[jcase831]

Still can't send any gif videos. Thought the fix was supposedly gonna be on the 14th or 15th? Nice...... I really love paying for a service I'm not receiving!🙄

[Theresadalmau50]

I've been having the same problem since I switched from Verizon to Xfinity. Really anoynoying to have to remember to turn off WiFi. The only attempt of fixing from Xfinity support was to reset WIFi. They were supposed to call me back to see if it worked...it didnt...no call back.
Beginning to wonder if it was worth the switch to Xfinity. I guess you get what you pay for.

[Jazzy42158]

Yes

[Lscott_68]

I received an update on the 18th and I still can't send MMS over wifi so either there's another update coming or they gave you bogus info. I have xfinity movie Samsung Galaxy S10+

[MaysRx]

Wondering this myself (Samsung problem) as I can send pics to other iPhone users no problem ( some Verizon, some Sprint and some AT&T). While I first thought it to be an IPhone vs android issue, I’ve now learned that those I’m not able to send pics/mms messages to (WiFi on or off, doesn’t matter) happen to all have Samsung phones. I used to be able to send to them, but it stopped about a year ago... possibly after an update, but not certain; just know that I could and now I can’t. Very frustrating!