HTC Desire series

[ncjharris1]

Hello there.

i have an HTC Desire which I have had for about 20 months.

Earlier this month (Feb), I had issues with recieving picture messages. This has now turned into trouble with sending them, to the point where on Monday I discovered i could no longer send or recieve.

I tried to self diagnose and found a lot of forum posts (both here and on other sites) with people who had the same issues. I followed the various bits of advice - setting up new APN, reregistering on the network and few others. No luck.

Tried customer services - after 20 mins on hold, I gave up.

Used the online help chat - whilst with the best intentions, I was passed between a couple of chaps who were unable to help me. We tried new APN settings again, working off wifi, ammending the MMS settings, having new settings sent, confirmation i was able to send MMS etc etc. I also tried using my sim in another vodafone phone. This too did not work

I am at a loss. I was able to send and recieve MMS messages up until some point since Christmas (dont send that many, so not too sure when it stopped working). The only other piece of advice given to me was a full factory reset, but I am loathed to do this, and given i have tried my sim in another phone I am fairly sure it is not the phone.

My issue is that when I try to recieve a text, it says 'downloading' - but i get an error message stating 'unable to download'/

When I try to send, i get the error message 'unable to send, retrying.....generic network failure'. It then tries several more times, before eventually giving up.

Any advice would be appriciated. I am going to be looking at a new contract in the very near future, so a demonstration of good customer and technical services would be appriciated 

Nick

[James]

Hi ncjharris1,

To be honest I can see that you have already gone through the normal troubleshooting steps that we would ask and for that I thank you.

From reading through your post I can see that as you have tried your SIM in a different phone and it still will not work it would suggest that there is either an issue with the provisioning on your account or an issue with the SIM itself.

So we can test this please can you set the APN’s back up on the phone and then follow the instructions on the PM that I have sent you so that we can also check the setup on the account.

Can I also ask how old your SIM is?

You can find your PM inbox here.

James

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[ncjharris1]

Ok, thanks for the response.

I followed the items in the PM and someone was in contact.

I was sent a new sim, which I eventually managed to get activated (helpdesk 'forgot' to do it and I had to visit a store), swaping this did nothing.

I then bit the bullet and did a factory reset.

This hasn't helped either.

So, I have tried,

reseting the APN settings,

my sim in a different device

a new sim card

a complete factory reset

and I still can't send MMS messages.

What other options remain?

[Kay]

Good Afternoon ncjharris1, 

The only other option that remains is an account issue, I'm confident this is something that will already have been checked but I'd still like to look into it further for you. 

As we will need some details to contact you I've sent you a private message with instructions on how to email us. Please follow the instructions in the private message and a member of the team will be in touch as soon as possible. 

You can find your PM inbox here.

All the best, 

Kay

[emmalocksmith]

Hi, I have exactly the same problem........have just received the HTC one X about a week ago, before that I had the desire.........never been able to send or receive picture messages. I can browse the net, send normal text etc, just get the same alert come up when I try to send a mms 'service denied'. Argh, so frustrating!! Over the past few years that I've been with Vodafone, I've spent hours on the phone to support with them checking my phone settings.......they say my phone is active for picture messaging, but to be honest I don't believe they have checked properly. I feel so frustrated by not getting anywhere........the amount of times I've been told to just 'turn your phone off for 10 minutes and see if that helps', am sure that's a ploy just to get off the phone. Obviously other seem to be having the same issues - why can't this be resolved?? Funny thing is, my hubby has had both the desire and now the One X and has exactly the same mms issues as me, it's obviously a provider problem......... This forum is my last hope before I well and truly give up hope on Vodafone please someone help me resolve this. Emma

[Matt]

Hi

You have already posted around this and it can be found here

As soon as an advisor is available they will be along to help

Thanks
Matt
Moderator