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MMS sending and receiving issues

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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 

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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. 

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Regular Visitor

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.  

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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 

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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.

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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? 

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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.

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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.
Was your question answered? Mark the post as Best Answer!
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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
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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.
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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.
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Frequent Visitor

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 +
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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.
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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.
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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. 

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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. 

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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! 

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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.

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Frequent Visitor

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!?
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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!!
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Frequent Visitor

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.
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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.

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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.   

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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!
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Frequent Visitor

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.
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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.

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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!
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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
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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. 

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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. 

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New Poster

Re: MMS sending and receiving issues

After calling 3x last night, called this morning and finally got to speak to a supervisor in the Canada call center. She said going forward, this is how MMS will work with Xfinity cell phone service. Meaning, NO FIX FROM XFINITY IS COMING GUYS! She then explains we are free to use other mobile phone services!
I am contacting the news media as this is crazy. They made a change in service we did not sign up for, and we have to use more data, and hence pay more $. How many businesses can do this and get away with it? Extortion.
In the next 24 hours, I expect to be with another phone and cable provider. Only after thousands of customers leave will this get their attention.
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New Poster

Re: MMS sending and receiving issues

I have my Samsung Galaxy S9 via Xfinity Mobile since February 2018 (roughly 2 years), and until the latter part of January 2020, I ALWAYS was able to send any text messages that require the need for MMS (i.e., messages to 2 or more participants, or messages (including just to one person) with pictures, gifs, or any data element attached)  just being on WIFI -- not with DATA on.  As of now I can not send or receive MMS text items without having DATA on.   I did contact Samsung to discuss and they had me do a Network Reset (which eliminates/removes stored passwords for any WIFI and Blutooth elements [e.g, to use your phone in your car(s)], which worked for 10 minutes.   With my cell phone one, the only way to have a succesul text with MMS need is to have DATA on and WIFI off!!!

That is ridiculus!!  Since this has just started, I am not certain if the issue is with Samsung, Android, or Xfinitty Mobile.... HELP BY ANYONE!!!!

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New Poster

Re: MMS sending and receiving issues

It is not an issue with the phone, even though XFINITY continues to say it is. I finally found today on their “support” section of their mobile website, search text messages. It states in a FAQ dated 2/6/2020 that mms and picture messages require cellular data and it will count against your data use age, I assume this rolled out with the new “plan” options that eliminate no data use and require all customer to at least pay for 1 gig. Likely this info was in the fine print. Shady business xfinity, shame on you,
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Frequent Visitor

Re: MMS sending and receiving issues

It's not new...it started happening with the update last year (April 2019). Quite the pain...it took a month, but thankfully the verizon + app allows for MMS (pictures and text).  The native samsung app sends group MMS, but not pictures (unless data is on). Xfininty said it'd be fixed in the next update (May 2019).  So seeing Chris saying March 2020 for 9 and 10 (I have 8)...doesn't inspire hope.

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Frequent Visitor

Re: MMS sending and receiving issues

Chris...we were told the same last April.  Native android Messages app should run data free until a fix is made.

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Frequent Visitor

Re: MMS sending and receiving issues

SOLVED.  Big update on my MMS at home issues over wifi but nowhere else.

Phone used before and after fix : Samsung Galaxy S8+

Modem / Router before fix: Motorola SBG6580 gateway modem and router in one

Modem / Router after fix: Motorola MB8600 standalone modem / ASUS ROG GT-AX11000 standalone router

 

I knew my issue lied with my home network.  After many calls and no luck of a resolution with Xfinity, I narrowed my problems to my home internet and more specifically my modem / router setup as my friend who had an independent modem and router with Xfinity internet and phone had no issues over wifi at his house on a Galaxy 9+.

 

I attempted everything, hard reset...changing the modem configurations, the whole 9.  Nothing would allow an MMS to go through unless it was on LTE or a wifi network other than my own.  The old modem/router combo had many devices connected but was only DOCSIS 3.0.  I was told several years ago...whether true or not that eventually, Xfinity would require equipment to be 3.1 as the new standard in DOCSIS.  I was ready to buy a new phone ($1000+) or backup and restore my phone and possibly lose a ton of info and data or spend an entire day setting up my phone app accounts.  I knew I was in need of more updated equipment and have heard since day one a standalone modem and router are better since the router can be controlled by the user and updated, etc.  

 

My SBG6580 was nearing 4 years of 24/7 use with over a dozen devices running over wifi.  I am on the BLAST! plan which with all devices I could never exceed 60 mbps download even after the increase to 200 mbps in speed by Xfinity.  

 

I went a little overboard but wanted the best and to be future-proof with technology and purchased the Motorola MB8600 capable 6000 mbps speeds and the ASUS ROG GT-AX11000 capable of 10,000 mbps with 3 bands (2-5 GhZ and 1-2.4 GhZ).   The setup was easy minus several calls to Xfinity to finally get my new modem online with the given MAC address.  The ASUS was super easy to setup through the router address and I kept the SSID the same so all my devices would automatically reconnect without having to go through every single wifi device and change to a new username and password.  

 

Fast forward to today.....after several days on the new setup I have yet to not get a MMS to send...every MMS sends within seconds at home.  I did a speedtest on my phone and it maxes out at 200 mbps download and could do way more if I chose a higher plan.  I also swapped out from CAT 5e cables to 8 which are really cheap these days.  The ASUS is a wifi 6 device and MB8600 uses DOCSIS 3.1

 

I would be interested in seeing if anyone else updated to a standalone modem and router with the same issue and had it resolved.  My issues are fixed and my wifi range and speeds are drastically improved.  

 

 

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Frequent Visitor

Re: MMS sending and receiving issues

My problem is the same - only at my home using the Xfinity router. I don't plan on spending $500 or more on new equipment. I also don't plan on paying them for anything over 1G of data since this problem started.  The whole reason I set up my account fro by the gig pricing is because I work from home and my wife is the caregiver for our disabled son, so we are both home most of the day. I am using phones we purchased through Xfinity and a router provided by them. I expect this to work as advertised and sold to me and not have to spend any more of my own money on this. 

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Frequent Visitor

Re: MMS sending and receiving issues

Well, the purpose of my message not to suggest $500 will solve your problem but rather lead to my theory thst the issue lies with these gateway routers which are a modem and router in one. I feel whatever update Xfinity pushed through to the modem side is affecting the router side and wifi. Id say by a solid modem and then a reliable router (probably $200 to $250) and it will pay foritself in 2 yrs of rental charges.
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Frequent Visitor

Re: MMS sending and receiving issues

Do we know an ETA on this?
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New Poster

Re: MMS sending and receiving issues

Chris, thanks for the info. However, several people are having this issue with iPhones as well.
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New Poster

Re: MMS sending and receiving issues

I'm glad to have stumbled across this News Feed regarding MMS not sending with Xfinity. I thought I was going crazy.  I had an LG Max through Xfinity Comcast for 4 years that worked absolutely fine.  On December 6th of this year, I purchased ....directly from the Xfinity Store in Williamsport PA ... a new Samsung Galaxy A50.  Ever since I have had multiple problems trying to send MMS pics.  I tried taking the phone back to the Xfinity Store in January (I purchased it on Dec 6th) just to get this issue fixed.  After waiting in line for 25 plus minutes, I was told "Oh, you did not purchase the extended service plan. Sorry...it is after the 14 days. We can't help you. Call Samsung."   Then I've spent hours on the computer trying every fix people have listed and finally yesterday ended up with a Samsung A50 tech rep who walked me through a Factory Reset.  I did loose What's app conversations and some apps that I paid for etc.  Not to mention the lost time and headache all this has caused.  STILL DOES NOT WORK. Ugh.   Now reading all of these comments, I'm still trying to discern how to resolve this without cost.  Like some have mentioned here, I am on a tight budget and will obviously be paying for this NEW cell for a while.  I'm beyond frustrated.  What can be done??

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New Poster

Re: MMS sending and receiving issues

So you are saying we have to "disable" WiFi everytime we want to send pictures? What about receiving pictures? This is ridiculous. Why? I thought Xfinity used Verizon networks and coming from Verizon I never had an issue.  Looks like another case of "too good to be true" with Xfinity lower cost plans 

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Frequent Visitor

Re: MMS sending and receiving issues

Still no issues sending with my new router and modem...not having an all in one fixed the issue. My speeds are insane now too. Im paying for blast which is up to 200 mbps..speed test pulled 239 the other morning..xfinity's upload speeds are trash though.
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New Poster

Re: MMS sending and receiving issues

When I first signed up with xfinity mobile you could just send MMS over the cellular network, no data charges/useage.  AT&T was that way for years.  Now xfinity has changed that.

 

I just got off the phone with xfinity mobile support.  The tech support person I spoke with confirmed what a couple of commenters above stated - 

 

In order to send MMS texts you must manually turn WIFI OFF and make sure Mobile Data is ON.

 

So what's next xfinity?  What little trick do you have up your sleeve next make your service more expensive?

 

This is NOT a Samsung issue, it's happening on our LG, my husband's iPhone and my Samsung.

Maybe there are some text apps out there that do not send pictures/files via MMS?  We'll be watching other cell service providers to see how this pans out and if we stay with xfinity mobile.  We were already thinking about ditching the internet and cable for another provider anyways.

 

 

 

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Frequent Visitor

Re: MMS sending and receiving issues

Im telling you guys...i had this issue on and off for a yr..only at home....if you.are running an Xfi or 2 in 1 modem router....that is likely the issue...once I went with a stand alone for each i have been able to send mms at home over wifi EVERY time.
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Problem Solver

Re: MMS sending and receiving issues


@JCarruth130 wrote:
Im telling you guys...i had this issue on and off for a yr..only at home....if you.are running an Xfi or 2 in 1 modem router....that is likely the issue...once I went with a stand alone for each i have been able to send mms at home over wifi EVERY time.

Voice, SMS, and MMS are normally between one cellular provider to another cellular provider unless you are using an App like WhatsApp, FaceTime, Facebook, or Verizon Messenger..

 

When you say you are sending MMS over WiFi what are your settings?

1.) Cellular - On or Off

2.) Cellular Data - On or Off

3.) WiFi Calling - On or Off

4.) Any othe message Apps On?

 

Thanks

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Frequent Visitor

Re: MMS sending and receiving issues

Cellular on....data off when on wifi i guess? Wifi calling off..only bc i was tired of.dropping.calls if i left wifi. Using stock samsung messaging app...it wouldnt work with verizon or any other app that worked based off your phone #
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Problem Solver

Re: MMS sending and receiving issues


@JCarruth130 wrote:
Cellular on....data off when on wifi i guess? Wifi calling off..only bc i was tired of.dropping.calls if i left wifi. Using stock samsung messaging app...it wouldnt work with verizon or any other app that worked based off your phone #

I suspect that you had cellular data on which is why you are able to send MMS.

 

Can you turn cellular data off. And see if you can still send MMS?

 

Thanks

 

XM does not charge for the data that is used for MMS, or for the data used for Voice and SMS. With 4G/LTE all voice, SMS, and MMS are actually using data, but the carriers do not charge you for that data. 

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Frequent Visitor

Re: MMS sending and receiving issues

Switched to Xfinity Mobile in late November  and bought two new Galaxy S-10 phones.  Normal usage when at home is wifi connected to our network which is a Arris SB6190 modem and a Linksys WRT 1900 ACS router. Never had an issues send photos via mms until recently. use the Google Messages app, but have the same issue using the Samsung default app, as well as the Verizon + app.

Both phones received the latest OS updated - one yesterday, one today, so that did not fix anything.

 

Now we need to shut wifi off in order to send a photo via mms.  Same issue on both phones.

 

This morning connected to restaurants wifi where we had breakfast and duplicated the issue - also conected to my neighbors Xfinity hot spot on his rental modem and duplicated the issue.

 

Called Xfinty Mobile support and the person I talked too was aware of other mms issues, but not this one. We tried several things - cleared cache, uninstalled/installed appp, connection reset,  removed simm, cycled phone, reinsserted simm card, etc...

 

So right now we can't send a photo unless we are not connected to wifi, so at least we know a work around, but this needs to be fixed.

 

Heading to the Xfinity store on Monday to see if they have any info and have them try it on another phone.

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Frequent Visitor

Re: MMS sending and receiving issues

It was off bc i had tried numerous times to send with airplane mode on and wifi on...no luck..only with my new hardware at home could i send.