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MMS sending and receiving issues

New Poster

MMS sending and receiving issues

I switched from Verizon Wireless to Xfinity Mobile on 11/9/19. I brought my unlocked Samsung Galaxy S10 over to Xfinity. Since the moment I switched I have had issues with sending and receiving MMS and group text messages. The issue is when I have WiFi and Mobile data turned on. If I turn off WiFi the MMS will transmit. I did not have this issue when on Verizon Wireless. I talked to a Xfinity tech via chat and they said I should be able to have WiFi and Mobile data turned on at the same time and be able to send and receive MMS. He suggested I reset the network settings. I did this and I'm still having the same issue. I searched the forms and this appears to be an issue for others once they switched to Xfinity. Is there anything that can be done to resolve this issue?

 

Related post:

https://forums.xfinity.com/t5/Xfinity-Mobile/MMS/td-p/3265469

 

@Comcast_Support 

Contributor

Re: MMS sending and receiving issues

Outside of downloading a third-party texting app (i.e. Textra), there's really no other solution.  I can't stand it.  It drives me nuts on my Galaxy s10+.  I don't understand what the issue is. 

New Poster

Re: MMS sending and receiving issues

I switched from Verizon to Xfinity in September.  I have had no problems with the default Messages App, until December 28th, when my mobile plan updated.  I can no longer send or receive MMS messages, I have proof I could on December 27th, the last day of my monthly plan, but not since new month started.  I've tried turning on mobile data, turning off wifi, clearing messsages cache and data, to no avail.  

New Poster

Re: MMS sending and receiving issues

I have had similar issues since switching from Cricket to Xfinity Mobile within the last month. Bought a new Samsung Galaxy A70 thru Xfinity Mobile at the time of the switch. Everything has been great except for this VERY inconvenient/frustrating issue with MMS. It doesn't happen ALL the time, but group MMS messages very often get hung up and don't download. Lately when it's been happening, if I disable the WiFi, the messages come through right away. This also happens if I'm attempting to send a picture and it just sits their "sending". As soon as I turn off the WiFi, it goes right through.

 

I've tried dozens of suggestions from other threads. I've had this issue occur in Google Messages, Samsung Messages, Textra, and now in Verizon Message+. 

 

I would really appreciate if somebody from Comcast Support could chime in here and let us know if any progress has been made on this issue. From what I have read, there definitely seems to be an issue between Xfinity Mobile and Samsung phones in general. 

 

@Comcast_Support 

Contributor

Re: MMS sending and receiving issues

This issue seems to be fixed now, at least for me on my Galaxy S9. I can now send MMS messages, including both images and group messaging, over WiFi withdata turned off or on. I tried this on Android Messages, Textra, and Samsung Messages with the same result. Android Messages appears to be supporting RCS features also, but I do not typically use that app -- or at least not yet.

New Poster

Re: MMS sending and receiving issues

Thanks for the input. Did you notice if you received an update or anything before it started working correctly? 

Contributor

Re: MMS sending and receiving issues

I did not notice any OS updates. I am currently on the December 1 patch, and have been for about a month. I had messages fail to send while WiFi was turned on last week, but they send now.

Official Employee

Re: MMS sending and receiving issues

Hello everyone,

 

I posted information regarding MMS on another one of the threads and wanted to provide the info here as well.

 

When sending MMS and using the native texting app for your device, you’ll need to have cellular enabled and Wi-Fi disabled.  This only applies to sending actual data files such as pictures, audio, gifs, etc.  This does count towards the monthly data consumption for the service line.

 

Any actual text message that include letter characters, words, phrases, sentences, and paragraphs remain free of charge.

 

It may be that a 3rd party app will be a way around the cellular signal requirement for MMS.

As I’ve investigated this further, it seems that Android 9 eliminated the option to send MMS without needing a cellular connection.  I am looking further into this detail.

 

Thanks again for continuing a very useful conversation and knowledge sharing.  I’ll check back in with any new developments.

 

Sincerely,

Chris             


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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Frequent Visitor

Re: MMS sending and receiving issues

I have an s9 and my wife has an s9. Neither phone will send mms when wifi is turned on . The pictures will hang on sending untill wifi switched off . A few months ago I had the same problem and installed verizon messaging which solved the problem untill the newest update. Now it doesnt matter what app you use you cannot send mms when wifi is on. Not very convenient since everytime you need to send a pic you have to turn it of then remember to turn back on so as not to use data . Seems this would be a benefit to comcast as it will force people to switch off wifi and use data . My wife went through 4 gig of data before I realized her wifi wasnt on. I was only on a 3 gig shared plan. So that cost me around 40 bucks extra that month. If your not on an unlimited plan that can be problematic. I never had this issue with any phone before the s9 and 10 and only since the last few so called updates. I wish I could go back to earlier version of the os but that seems unlikely. 900 dollars for a phone and it cant send a picture without manually switching wifi off. Absolutely rediculous.
Seriously Frustrated,
Ed
New Poster

Re: MMS sending and receiving issues

Chris, this issue also applies to receiving MMS messages. So right now we're being told that in order for a core function of our phones to work properly, we cannot have wifi enabled.

That is absolutely not an acceptable solution. I'm on an unlimited plan, but even then it does get throttled after a time. If I have to leave wifi off in order for my phone to work, that is going to happen much more quickly.

We need another solution that doesn't involve having to disable wifi.
Frequent Visitor

Re: MMS sending and receiving issues

So there it is . Turn off wifi so you have to use your cell data . My point exactly. For those of us who are in shared data plans and not unlimited it is a potential added cost and has been in my case.
New Poster

Re: MMS sending and receiving issues

Same issue but mine occurs ONLY on my home wifi...mobile hotspot and away from the car works...i dont get it. Tried with an iphone and it works but my S8+ is hit or miss and hangs at sending. Xfinity doesnt believe its my home wifi but that is the only place I have the issue. Im using Verizon messaging +
Frequent Visitor

Re: MMS sending and receiving issues

I believe it's because your home wifi signal is too strong for cell data to over come. With a weak wifi signal it works . Mine works at my job site which has very slow wifi but not in my house. With a strong wifi like your home lan it wont send it to cell data.
New Poster

Re: MMS sending and receiving issues

I think my resolution is going back to Verizon. I give up on xfinity and this texting issue.
New Poster

Re: MMS sending and receiving issues

I have been having this same issue with all 3 of my Samsung s8 phones. And..coincidentally..since they just became paid for, all 3 of my phones are also automatically disconnecting WiFi automatically without permissions. I had to go into all 3 phones and change the xfinity app settings to request approval before cutting off the wifi. NOW i receive a notification about every 15 to 20 minutes asking to cut off my wifi....reallly?!? In addition to not being able to send pics/mms messages unless using data. It was stated that this is an Android problem however I just purchased an Iphone 7 for my daughter in December...GUESS WHAT..hers has the same issue sending MMS messages and photos...I dont think its an android problem, I think its an Xfinity problem.. easy way to rack up data fees. 

New Poster

Re: MMS sending and receiving issues

This is also happening on the Galaxy S10E (3rd party messaging app or not) and this level of service is completely unacceptable.  Sending a picture over wifi is a basic function of a phone and a mobile network, the fact that it takes data to send a picture is even more unacceptable.  Is there a timeline for a fix or is this how xfinitys network will operate going forwared?  I just switched but i will totally go back to my previous carrier if this isn't given the attention it deserves. 

New Poster

Re: MMS sending and receiving issues

I too am having this same issue!! Along with not being able to send MMS messages with wifi on. This is horribly annoying and getting expensive! 

New Poster

Re: MMS sending and receiving issues

I was able to fix the "wont send with wifi on" issue by doing a factory reset on my phone and not brining any settings over from my old phone.  Something must have went haywire durring the transfer i guess.  Same thing on my wifes phone, i didnt bring settings over from her old phone and its working fine.  I was able to bring over contacts at least.

New Poster

Re: MMS sending and receiving issues

After many theories and attempts at fixing the issue I truely believe the issue is with the Xfinity wifi network. At home either on my.router or xfinitywifi SSID with my S8 or verizon iphone i cannot send MMS or it takes forever. When I am a verizon or anything but xfinity wifi, it sends. How do we fix this!?
New Poster

Re: MMS sending and receiving issues

I agree I have been a customer for years but this isn't worth the hassle. My phone downloaded a MMS over a malls wifi but not a home, unacceptable!!
New Poster

Re: MMS sending and receiving issues

My friend can send on his xfinity galaxy at his home on wifi over xfinity but could not over my wifi. Now I wonder if it is my router but it receives fine. My friend's router is over 9 years old ..mine is a combo and 4 years old. It is DOCSIS 3.0 surfboard and wondered if an upgrade to 3.1 or something else would help.
New Poster

Re: MMS sending and receiving issues

I've been having this issue for quite some time and I am getting extremely frustrated. I also exclusively use group messages which use MMS for work and they don't always come through and it is getting to the point that I am going to have to leave and go to a more reliable carrier. I cannot continue with this issue. I have tried every messaging app that I can think of and have factory reset to no avail.

Frequent Visitor

Re: MMS sending and receiving issues

@ComcastChrisL ...

With all due respect this is the most ridiculous thing I've ever heard. The whole idea of going with the by the gig plan was to save money. I work from home and I am on WiFi basically all day. My wife is the caregiver for our disabled son and she is home all day and on WiFi all day as well. After a few months of thinking I was saving and Xfinity was doing something right I noticed I was wrong. Something changed in January. To tell people to shut ther WiFi off when sending a data loaded message is like saying "excuse me while I pick your pocket". My monthly mobile bill is now as high or higher than when I was with Verizon. You know as well as I know it's a hassle to switch services but that is exactly what I am considering. Your customer service can't even tell me that you are working on a solution to this problem.  Xfinity needs to fix this problem. Telling me to shut my WiFi off is not the solution.   

Official Employee

Re: MMS sending and receiving issues

Hello everyone,


I wanted to provide an important update to this issue.


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.


The issue stems from the operating systems themselves, Android 9 and 10.


Please be on the look out for the incoming update that should bring resolution to this issue. Thank you again for your continued time, and support.


Chris


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? Mark the post as Best Answer!
New Poster

Re: MMS sending and receiving issues

I do not feel this is a phone issue as people with iphones are reporting the same thing. If it was a phone issue it would occur on any wifi with the same device. However, it only occurs on xfinity home wifi signal.
New Poster

Re: MMS sending and receiving issues

I just switched from T-Mobile to this mess today, this is not a good first impression and I am about to switch back to T-mobile. This is a mess.

 

I can receive some text but not others. waiting until the beginning of march for a fix is unacceptable.

 

I can't even receive text from xfinity to log into my mobile app.

New Poster

Re: MMS sending and receiving issues

Called support and first they said they can fix this and walked my thru reset. Did not work. Called 2nd time and atech said a supervisor will call me back. Never happened. Called a third time and they said to shut off wifi and it was always that way. By the way, supervisor is too busy to speak with me and there is no other help. Seems the only thing Xfinity will hear or understand is people switching from very quickly. They could not be honest and say they have a problem and are working to fix it or they are sorry. This company does not have any leadership values. Until we drop them in mass will we be treated with respect!
New Poster

Re: MMS sending and receiving issues

I hope the android update works....but what about the people with IPhones? I just bought the IPhone 11 & guess what it’s doing this on my husbands Samsung & also on my BRAND NeW IPHONE....so tell me how the android update will fix that? Pretty sure you all need to do some more research on the issue. Not a phone issue....an XFINITY issue
New Poster

Re: MMS sending and receiving issues

I hope this get fixed very soon. Aside from this incredibly annoying issue, I have not had any other issues. For a while, if I used the default Verizon Messaging app, I was able to send/receive MMS texts on wifi. If I used any other Messaging app, it would fail. But then, that stopped working late in January. So my work around no longer works. I will be keeping an eye on this forum, because I hope there is a solution soon. 

Frequent Visitor

Re: MMS sending and receiving issues

So I called Xfinity "customer service" yesterday and their answer was the same, shut off the wifi to send these MMS and picture messages. That call didn't end well, so I actually went to visit the local Xfinity store. The nice young lady there said these picture messages do not count towards your data usage because I have unlimited calling and text messaging. Absolute contradiction to what your answer was here @ComcastChrisL when you said the picture images DO count against data usage. Either poor training or just flat out lying somewhere. All I know is I am using more data now than before. I will be telling my bank not to allow the monthly charges to my debit card until this is resolved or until I switch carriers...again.