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MMS does not work unless cellular data is on

Regular Visitor

MMS does not work unless cellular data is on

MDJ
πŸ‘
πŸ‘Ž
***
Hi, I have technical support issues about all of our phones.
 
 
 
Chat started
 
MDJ joined the chat
MDJ
Hey ***! Welcome to Xfinity Mobile. My name is MDJ.. I'd be happy to help you!
 
 
 
 
Hi ***! Good afternoon!
 
 
 
 
***
Hi
 
 
 
 
MDJ.
Oh, I am so sorry to know that you are having a technical issues about all of your phone, may I ask what technical issue you are having with your phone?
 
 
 
 
***
We have 4 lines, all of which we brought to Xfinity Mobile through bring your own device. Since on Xfinity Mobile, none of the phone will send MMS (picture text) messages unless cellualar data is turned on. This means, even when on wifi, we cannot send MMS. We never had problems with this before, and it started the day we all switched over. We are all on the latest IOS version. None of use iMessage so have deactivated it. And we have reset network settings. What else can we do? Saving cellular data and paying less money was the whole reason we came to Xfinity Mobile, and now I feel very frustrated that we cannot do basic things we used to be able to do.
 
 
 
 
 
MDJ
Thank you so much for explaining what's happening on your device. Let me go ahead and further check this on your account if there's a feature that has been disable so that we could turn it back on, for security purposes, can you verify the complete name on the account, address and last four digit of your credit card?
 
 
 
 
 
MDJ
Thank you so much for verifying the account. One moment please.
 
 
 
 
 
***
thanks
 
 
 
 
MDJ
You are most welcome. Please bear with me.
 
 
 
 
While I am checking here, may I ask, if this is the only the issue you are having right now? Or how about watching video through your WiFi, is that working fine?
 
 
 
 
***
i have not tried that yet, but surfing the internet and checking email and using apps is all fine.
 
 
 
 
MDJ
Thank you for that information.
 
 
 
 
***
I have tried on multiple different wifi networks too, and I cannot send MMS. Also, I have tried with wifi and cellular data both off, and it does not work.
 
 
 
 
It only works if I turn on cellular data.
 
 
 
 
MDJ
I see thanks for all of this information, it helps a lot for me to narrow down the issue. Kindly bear with me.
 
 
 
 
***
ok
 
 
 
 
When we were with ATT, we never had a problem with this, and the problems began the moment we switched over.
 
 
 
 
MDJ
Thank you so much for patiently waiting ***. I really appreciate it so much. And as per checking all of my resources here, I am afraid to inform you that the MMS from Xfinity Mobile works perfectly when using the data connection and Xfinity Mobile is still on the process of working out the MMS to work via WiFi connection. I am really so sorry for this inconvenience ***.
 
 
 
 
***
What do you mean data connection? Should MMS work even when cellular data is off, like other carriers, even without wifi?
 
 
 
 
 
MDJ
Oh, I am sorry for the confusion. The MMS send picture will work only when your cellular data is on and it is not yet currently working through the WiFi. And I am afraid that we are still on the process of working things out especially MMS via WiFi.
 
 
 
 
***
I was not told this before signing up. Sending picture texts does not take up data on any other carrier.
 
 
 
 
MDJ
I understand *** and I am so sorry that this was not disclose to you when you sign up to Xfinity Mobile and I understand saving the data is important as what I am currently doing as well of my device and other expenses. And I do really do apologize for this inconvenience.
 
 
 
 
***
I am afraid I would never have switched to Xfinity Mobile had I been told this, unfortunately. Is there a supervisor that could explain to me why this was not disclosed to me? Is there some sort of credit that could be applied to my account to cover this until the problem is fixed?
 
Regular Contributor

Re: MMS does not work unless cellular data is on

I have the Iphone SE and have the same problem, but my wife has the LG X Charge and MMS works fine with data off. I just thought it was an Iphone thing because we are both on XM.

Expert

Re: MMS does not work unless cellular data is on

I have no problem sending or receiving MMS with pictures with both wifi and mobile data turned off. I think you were given bad information. There might be some other technical reason you're having a problem. Hopefully someone can help you sort it out.

 

Edited to add that I have the LG X Charge.

 

Another customer with a similar problem found out they had to have premium messaging enabled. http://forums.xfinity.com/t5/Xfinity-Mobile/Can-t-send-or-receive-MMS/m-p/3001818


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I am a Customer Expert volunteering my time to help other customers here in the Forums.
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Regular Contributor

Re: MMS does not work unless cellular data is on

So Comcast Ken, is this an XM problem or an Iphone problem? I would love to send & receive MMS with the data off. Can we get help in here or do we have to go to PM?

Regular Visitor

Re: MMS does not work unless cellular data is on

You might be right- all of our phones are iPhones (SE, 6s plus, 7) and they all behave the same way.  Funny thing is that we had not problems on ATT.  Maybe it is just an iPhone problem on XM?  It's pretty frustrating.  I have a love/hate rship with Apple.  I love the quality and durability of their products but I hate how its ecosystem wraps you in, ie having to use iMessage all the time.  

Contributor

Re: MMS does not work unless cellular data is on

I had the same problem when I first signed up last June. Samsung S8. The xmobile team told me I HAD to have data on. I knew this was incorrect so I kept escalating the ticket. Finally they sent me a new sim and I haven't had that problem since. Sorry if it is an iPhone thing, but either way, xmobile needs to get on that for you guys. Cause again, for me, and probably most, I switched to save money and not have to pay for data.
Regular Contributor

Re: MMS does not work unless cellular data is on

I just tell family and friends to send pics and stuff to the wife's X Charge but would rather have my Iphone working as expected.

New Poster

Re: MMS does not work unless cellular data is on

I understand your frustration because I am having that exact issue with my iPhone X. After a back and forth conversation with an Xfinity Mobile customer service rep via facebook messenger, I was advised to reset my network settings. He walked me through the process and it actually had seemed to fix the problem. I was able to send a few pics that day. When I tried to send a pic a couple days later, it happened again. Resetting my network settings did not resolve it this time. I would like to just say that other than this issue I am happy with my choice of joining Xfinity Mobile and the customer service is better than I have experienced anywhere else. I am a bit nervous because I have convinced many people to make the switch to XFM. I know this issue has been addressed. I am hoping for an update. Thank you


@bdms wrote:
MDJ
πŸ‘
πŸ‘Ž
***
Hi, I have technical support issues about all of our phones.
 
 
 
Chat started
 
MDJ joined the chat
MDJ
Hey ***! Welcome to Xfinity Mobile. My name is MDJ.. I'd be happy to help you!
 
 
 
 
Hi ***! Good afternoon!
 
 
 
 
***
Hi
 
 
 
 
MDJ.
Oh, I am so sorry to know that you are having a technical issues about all of your phone, may I ask what technical issue you are having with your phone?
 
 
 
 
***
We have 4 lines, all of which we brought to Xfinity Mobile through bring your own device. Since on Xfinity Mobile, none of the phone will send MMS (picture text) messages unless cellualar data is turned on. This means, even when on wifi, we cannot send MMS. We never had problems with this before, and it started the day we all switched over. We are all on the latest IOS version. None of use iMessage so have deactivated it. And we have reset network settings. What else can we do? Saving cellular data and paying less money was the whole reason we came to Xfinity Mobile, and now I feel very frustrated that we cannot do basic things we used to be able to do.
 
 
 
 
 
MDJ
Thank you so much for explaining what's happening on your device. Let me go ahead and further check this on your account if there's a feature that has been disable so that we could turn it back on, for security purposes, can you verify the complete name on the account, address and last four digit of your credit card?
 
 
 
 
 
MDJ
Thank you so much for verifying the account. One moment please.
 
 
 
 
 
***
thanks
 
 
 
 
MDJ
You are most welcome. Please bear with me.
 
 
 
 
While I am checking here, may I ask, if this is the only the issue you are having right now? Or how about watching video through your WiFi, is that working fine?
 
 
 
 
***
i have not tried that yet, but surfing the internet and checking email and using apps is all fine.
 
 
 
 
MDJ
Thank you for that information.
 
 
 
 
***
I have tried on multiple different wifi networks too, and I cannot send MMS. Also, I have tried with wifi and cellular data both off, and it does not work.
 
 
 
 
It only works if I turn on cellular data.
 
 
 
 
MDJ
I see thanks for all of this information, it helps a lot for me to narrow down the issue. Kindly bear with me.
 
 
 
 
***
ok
 
 
 
 
When we were with ATT, we never had a problem with this, and the problems began the moment we switched over.
 
 
 
 
MDJ
Thank you so much for patiently waiting ***. I really appreciate it so much. And as per checking all of my resources here, I am afraid to inform you that the MMS from Xfinity Mobile works perfectly when using the data connection and Xfinity Mobile is still on the process of working out the MMS to work via WiFi connection. I am really so sorry for this inconvenience ***.
 
 
 
 
***
What do you mean data connection? Should MMS work even when cellular data is off, like other carriers, even without wifi?
 
 
 
 
 
MDJ
Oh, I am sorry for the confusion. The MMS send picture will work only when your cellular data is on and it is not yet currently working through the WiFi. And I am afraid that we are still on the process of working things out especially MMS via WiFi.
 
 
 
 
***
I was not told this before signing up. Sending picture texts does not take up data on any other carrier.
 
 
 
 
MDJ
I understand *** and I am so sorry that this was not disclose to you when you sign up to Xfinity Mobile and I understand saving the data is important as what I am currently doing as well of my device and other expenses. And I do really do apologize for this inconvenience.
 
 
 
 
***
I am afraid I would never have switched to Xfinity Mobile had I been told this, unfortunately. Is there a supervisor that could explain to me why this was not disclosed to me? Is there some sort of credit that could be applied to my account to cover this until the problem is fixed?
 


@bdms wrote:
MDJ
πŸ‘
πŸ‘Ž
***
Hi, I have technical support issues about all of our phones.
 
 
 
Chat started
 
MDJ joined the chat
MDJ
Hey ***! Welcome to Xfinity Mobile. My name is MDJ.. I'd be happy to help you!
 
 
 
 
Hi ***! Good afternoon!
 
 
 
 
***
Hi
 
 
 
 
MDJ.
Oh, I am so sorry to know that you are having a technical issues about all of your phone, may I ask what technical issue you are having with your phone?
 
 
 
 
***
We have 4 lines, all of which we brought to Xfinity Mobile through bring your own device. Since on Xfinity Mobile, none of the phone will send MMS (picture text) messages unless cellualar data is turned on. This means, even when on wifi, we cannot send MMS. We never had problems with this before, and it started the day we all switched over. We are all on the latest IOS version. None of use iMessage so have deactivated it. And we have reset network settings. What else can we do? Saving cellular data and paying less money was the whole reason we came to Xfinity Mobile, and now I feel very frustrated that we cannot do basic things we used to be able to do.
 
 
 
 
 
MDJ
Thank you so much for explaining what's happening on your device. Let me go ahead and further check this on your account if there's a feature that has been disable so that we could turn it back on, for security purposes, can you verify the complete name on the account, address and last four digit of your credit card?
 
 
 
 
 
MDJ
Thank you so much for verifying the account. One moment please.
 
 
 
 
 
***
thanks
 
 
 
 
MDJ
You are most welcome. Please bear with me.
 
 
 
 
While I am checking here, may I ask, if this is the only the issue you are having right now? Or how about watching video through your WiFi, is that working fine?
 
 
 
 
***
i have not tried that yet, but surfing the internet and checking email and using apps is all fine.
 
 
 
 
MDJ
Thank you for that information.
 
 
 
 
***
I have tried on multiple different wifi networks too, and I cannot send MMS. Also, I have tried with wifi and cellular data both off, and it does not work.
 
 
 
 
It only works if I turn on cellular data.
 
 
 
 
MDJ
I see thanks for all of this information, it helps a lot for me to narrow down the issue. Kindly bear with me.
 
 
 
 
***
ok
 
 
 
 
When we were with ATT, we never had a problem with this, and the problems began the moment we switched over.
 
 
 
 
MDJ
Thank you so much for patiently waiting ***. I really appreciate it so much. And as per checking all of my resources here, I am afraid to inform you that the MMS from Xfinity Mobile works perfectly when using the data connection and Xfinity Mobile is still on the process of working out the MMS to work via WiFi connection. I am really so sorry for this inconvenience ***.
 
 
 
 
***
What do you mean data connection? Should MMS work even when cellular data is off, like other carriers, even without wifi?
 
 
 
 
 
MDJ
Oh, I am sorry for the confusion. The MMS send picture will work only when your cellular data is on and it is not yet currently working through the WiFi. And I am afraid that we are still on the process of working things out especially MMS via WiFi.
 
 
 
 
***
I was not told this before signing up. Sending picture texts does not take up data on any other carrier.
 
 
 
 
MDJ
I understand *** and I am so sorry that this was not disclose to you when you sign up to Xfinity Mobile and I understand saving the data is important as what I am currently doing as well of my device and other expenses. And I do really do apologize for this inconvenience.
 
 
 
 
***
I am afraid I would never have switched to Xfinity Mobile had I been told this, unfortunately. Is there a supervisor that could explain to me why this was not disclosed to me? Is there some sort of credit that could be applied to my account to cover this until the problem is fixed?
 

 

Regular Contributor

Re: MMS does not work unless cellular data is on

Why do you guys keep sending the huge wall of text of the original poster? Just add your comments to the post, much easier to follow.

Regular Visitor

Re: MMS does not work unless cellular data is on

So I ended up disabling all apps from using cellular data (except phone) and disabling background app refresh except on WiFi. Then I turned on cellular data.  So far so good. I am getting all MMS and group texts and my data does not seem to be getting used for it, or it is such a small amount I can’t tell.  If I need to use an app with cellular data, I will just switch that app back on, use it, and switch it back off.  Also, I saw another post with ComcastAmir that said he could get it working the correct way for someone else, so I contacted him. I hope he is legitimate bc he asked for verification of my account number and I gave it to him. Now that I think about it, that was kind of dumb. Has anyone had interaction with ComcastAmir?

Official Employee

Re: MMS does not work unless cellular data is on

 

bdms wrote: So I ended up disabling all apps from using cellular data (except phone) and disabling background app refresh except on WiFi. Then I turned on cellular data.  So far so good. I am getting all MMS and group texts and my data does not seem to be getting used for it, or it is such a small amount I can’t tell.  If I need to use an app with cellular data, I will just switch that app back on, use it, and switch it back off.  Also, I saw another post with ComcastAmir that said he could get it working the correct way for someone else, so I contacted him. I hope he is legitimate bc he asked for verification of my account number and I gave it to him. Now that I think about it, that was kind of dumb. Has anyone had interaction with ComcastAmir?

 

I am an official Comcast employee, I see that you sent a private message with your account information. Please reach back out to me there and we can continue on getting your issue resolved. 


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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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Regular Visitor

Re: MMS does not work unless cellular data is on

 


@davdri wrote:

I have the Iphone SE and have the same problem, but my wife has the LG X Charge and MMS works fine with data off. I just thought it was an Iphone thing because we are both on XM.



mms works fine in android phones even with wifi and cellular data BOTH turned off.

mms does not work in our iphone 7 and iphone 8 when cellular data is turned off even if wifi is turned on.

Contributor

Re: MMS does not work unless cellular data is on

   This topic seems to be a sticky point. Xfinity says that MMS messages are free (along with SMS text messages). But iMessages are charged as data (although would send for free via WiFi). That all makes sense.

   Folks still seem to be having problems. If a customer owns an iPhone and wants to 1) minimize data charges, and 2) send both "texts" and "texts with a photo" to someone (without worrying if they are an iPhone or Android user, and without having to switch any Settings on/off), how should the following be set in Settings:

Cellular [ON or OFF?]

Messages > iMessage [ON or OFF?]

MMS Messaging [ON or OFF?]

New Poster

Re: MMS does not work unless cellular data is on

Is the only solution to turn on cellular data then?

It’s odd that’s a requirement for iPhones, but not Android phones.

When I used an Android phone on a different carrier, I was able to send and receive group texts and MMS over WiFi. Same with visual voicemail.
Contributor

Re: MMS does not work unless cellular data is on

No problem with Android, but its problematic with iPhones, and its Apple's fault. Apple originally created SMS as a way for their users to avoid phone company charges (but also to lock their users into their infrastructure). It requires data, which goes through Apple's own servers. But now that phone companies offer free messaging (like Xfinity), its a pain. You either be on wifi (for free SMS) or get charged for the data if you're not on wifi and have to use cellular.

 

To save on data, we don't send pictures in messages from our iPhones unless we are connected to wifi. If you need to use cellular to message photos from iphone, make sure that low-res images are sent: Settings>Messages>Low Quality Image Mode [ON]

 

From online: "While the Messages app lets users send text and multimedia messages, it also includes a feature called iMessage. This is similar to, but not the same, as SMS: SMS messages are sent through phone company networks. iMessages are sent between iOS devices and Macs through Apple's servers, bypassing the phone company."

New Poster

Re: MMS does not work unless cellular data is on

this is not entirely true. i have xfinity mobile withs samsung and my girl has apple and mine works fine with no wifi or mobile data but hers does not. i think its a apple issue

Frequent Visitor

Re: MMS does not work unless cellular data is on

Wait.  So iMessage can't be used on XM?!  

Contributor

Re: MMS does not work unless cellular data is on

No. iMessage can be used on XM.

Frequent Visitor

Re: MMS does not work unless cellular data is on


@johnsbaker wrote:

No. iMessage can be used on XM.


Whew!  Thanks! 

Contributor

Re: MMS does not work unless cellular data is on

My family just switched to XM and bought 2 new iphones and 1 new Samsung phone. One of the iphones is set where cellular data is turned off and the other iphone has cellular data turned on. The Samsung phone is set to no mobile data.  The iphone that has cellular data turned off, can't receive or send any messages that include a picture, even when on our home wifi but the Samsung phone has no issues with sending and receiving pictures except if a picture is sent to the iphone with cellular data turned off, they won't get the picture.

This issue of not being able to send or receive text messages on wifi, seems to be an iphone issue or an xm/iphone issue. This is one of the reasons I hate Apple products. They're too controlling.  You wouldn't believe the trouble I had after trying my son's old iphone for 2 weeks and then switching back to an Android phone. No one with an iphone could send me text messages cause Apple kept my cell phone number in their cloud for over a month.

Frequent Visitor

Re: MMS does not work unless cellular data is on


@sheryltoo66 wrote:

My family just switched to XM and bought 2 new iphones and 1 new Samsung phone. One of the iphones is set where cellular data is turned off and the other iphone has cellular data turned on. The Samsung phone is set to no mobile data.  The iphone that has cellular data turned off, can't receive or send any messages that include a picture, even when on our home wifi but the Samsung phone has no issues with sending and receiving pictures except if a picture is sent to the iphone with cellular data turned off, they won't get the picture.

This issue of not being able to send or receive text messages on wifi, seems to be an iphone issue or an xm/iphone issue. This is one of the reasons I hate Apple products. They're too controlling.  You wouldn't believe the trouble I had after trying my son's old iphone for 2 weeks and then switching back to an Android phone. No one with an iphone could send me text messages cause Apple kept my cell phone number in their cloud for over a month.


Really odd.  You'd think it would be the opposite actually since iMessage, iphone to iphone, actually goes over a data service signal.  For example, I currently have no service in my building, but I can text back an forth all day via iMessage on the wifi.  

Contributor

Re: MMS does not work unless cellular data is on

My husband and I made a stop at the Xfinity store today and was told text messages with a picture being sent or received  on an iphone goes through something pertaining to Apple products so unless you have an apple phone, you won't be able to receive or send text pictures to an iphone unless you turn on cellular data. Just another way for Apple to control you. 

We were told you could use a different messaging app or use Facebook messenger to send and receive pictures to or from a non apple phone. We tested it out and it does work  when cellular data is turned off and you have a wifi connection.

 

Contributor

Re: MMS does not work unless cellular data is on

You don't need a different messaging app on your iPhone when sending MMS messages if you have wifi. If you don't have wifi, you can simply turn off iMessages (Apples's messaging service that does use cellular data) on your iPhone. Its really not a big deal, folks.

Contributor

Re: MMS does not work unless cellular data is on

You still can't send a picture text message to an Android phone or receive a picture text from an Android phone with imessage turned off and cellular data turned off so it is a big deal or a pain in the neck. 

Contributor

Re: MMS does not work unless cellular data is on

I agree! Apple should do away with the whole iMessage thing. Maybe it used to make sense and save iPhone users money, but it no longer is applicable.

Contributor

Re: MMS does not work unless cellular data is on

Maybe you're not sending pictures. Pictures goes through their data base.