Hi Danny_boy200
Thanks for your post here. I’m sorry to hear that you are having problems with this. I appreciate how frustrating this must be for you.
To be fair, the mobile network is quite a complex piece of technology and MMS is no different. We just use MMS all the time and almost take it for granted that it’s as easy as pressing send. There are numerous things that can go wrong that would cause issues for customers. Luckily though, problems are relatively rare.
Each respective network is unable to view the route of an incoming message (SMS or MMS). What this means is, we are unable to view any sort of failure reason for any messages coming in to our network that aren’t getting through.
Our engineers (and other networks engineers) have an accepted procedure whereby the network that sends the message, is the network that investigates.
In this instance O2 would be able to see the path of their MMS until it is passed over to our network. This would need to be raised to their engineers, they will then investigate further and if no problem can be found, they will liaise with our engineers and pass over the trace information so that our engineers have all the information to be able to investigate the fault fully.
In summary, the O2 customer service agents may not be able to see a problem, but this still needs to be raised by them so that their engineers can pass on the necessary information.
As I mentioned above, this is the accepted procedure between all networks in relation to incoming SMS/MMS faults. I used to work (before I started in the eForum Team) in a sub department of our Technical team that solely raised faults onto our network engineers, so we were in direct communication with them. This is how I know that this is the correct way of investigating faults such as this.
Thanks
Wayne
