Network Queries

[BrianP]

Hi,

I have been on Vodafone for nearly a year and have received international text messages all the time (mainly to/from Canada). However in the last two weeks none come through at all.

Symptoms:

- I CANNOT receive an international text sent to me, the sender gets a successfully delivered message in Canada but nothing comes though on my phone

- The same Canadian person can send a text to my other spare phone without a problem. It comes through within a couple of seconds.

- I can send and receive texts without any problem to/from anyone in the UK

- I can send a text message to Canada without a problem (delivers in seconds)

- I have had the user in Canada check with their supplier (Telus canada) to check texts are leaving canada. They have verified tat it leaves their server to Vodafone without problems.

- This problem has only started happening over the last 2-3 weeks, was working without problems for a long while.

What vodaphone have done so far:

- I have had Vodafone unblock any international calls/txt restrictions on my account

- I have had my line reset (not sure what this involves but vodafone did this, line went dead and then came online again)

- I have done a hard reset of my iPhone, as well as many switch off, leave for a long while, switch on, scenario's.

I have checked the following:

- I have got the user in Canada to send several messages to me, at different times of the day. No luck

- I have asked the sender to use the +44 abbreviation on the phone number to send to me. No luck.

- I have been on a landline with the Canadian user and I have sent her a text, it arrives no problem, asked her to reply back to text message, when she does and nothing comes out here despite her getting a successfully sent message from her provider.

I have seen a few similar posts to this but no resolution. This is not a handset issue, but a network issue with my number on Vodafone.

I send a large amount of texts to canada and this is getting "extremely frustrating" as the 191 support just repeat the same tests. Please can you put me in touch with the technical team to resolve this.

Thank you.

[Martin]

Hi BrianP

Welcome to the eForum it is always good to see new faces on here.

First of all I would like to thank you for trying some many different things, and then letting us know all of the information, this does help to narrow down where the issue lies.

This does sound like it is something wrong with your account, so I would like to get this investigated by one of our technical experts.

I have therefore just sent you an email, it you can reply back to this with the relevant information, we can look into getting this sorted for you.

Thanks

Martin

eForum Team

[ChurchAlexander]

Hello,

Can you advise me what the fix to this problem was?  I am suffering this exact same problem, and the customer service officer is convinced that the problem is either signal strength (??) or my handset, despite the fact that it seems to be a common problem, based on a Google search.

Any help would be great.

Thanks,

Church

[Wayne]

Hi ChurchAlexander and welcome to the eForum

Thanks for your post here. I'm sorry to hear that you are having similar problems.

So that we can investigate this accurately can you tell me exactly what is going on?

What network is the other person on?

Is it you that is abroad or them?

Do you or the sender get any error messages at all?

Has this ever worked?

Do all other texts work ok?

Can you send international texts?

Please let me know and we'll be happy to help you further

Thanks

Wayne

eForum Team

[andrewsp1985]

Hi,

I am also having the same problem...i recieved a text message from a person in America on the 28th Febuary however since then i have not recieved any more...and i know that the messages have been sent because i have called and the person has told me that the messages were sent. I am unsure of what network the person is currently on. To the best of my knowledge there are no error messages being recieved. This has worked before and i do have Vodafone International on my account. Regular texts from people in the UK have worked.

Andrew

[Woody]

Hi andrewsp1985,

Firstly I would like to wish you a very warm welcome to the eForum.

The problem with us checking issues with incoming SMS is that we can only see the route of outgoing messages. Untill a SMS hits our network. This is why all SMS issues are looked at by the sending network, as they can trace exactly what point that it failed.

We can do some basic checks here, but if you are already receiving off all other numbers then your handset is o.k and you are updated on the network. If you get them to contact their network they will be able to see what is wrong.

Woody

eForum Team

[rafaelcosta]

Hi,

I would like infos about the same trouble.

I tried to send a SMS to Brazil but I can't do it.

I always get a error report.

Tks

[Wayne]

Hi rafaelcosta

Thanks for your post on this. I'm sorry to hear that you are having trouble with this. I appreciate how frustrating this must be for you.

Can you tell me exactly what the error message says?This will tell us where problem is likely to lie.

Also, can you tell me if you have been able to send international texts before or to anybody else?

Please let me know and we'll be happy to help you further

Thanks

Wayne

eForum Team

[kilamu]

Hi there
I'm also having problems receiving text from Angola
inicialy I tought the problem was with my previous phone (nokia )
But after upgrading to galaxy s2 the problem continues.

People that send.me text from there dont get any undelivered message note

[Martin]

Hi kilamu

With any issues with texts it needs to be reported from the senders end, so the number from Angola will need to raise this with the local network.

Can you confirm if you can receive texts from other numbers?

Martin

[RBDecs]

I myself now have this problem to, only its from the USA i can no longer recieve my sms .

 Countless 191 calls to resolve it tech team chats all the reset stuff done , changed sim card, tried new sim card in known working voda mobiles, tried sim in other handsets in voda shopetc etc .. But still NO answer why the text messages suddenly have stopped.

 I was recieving messages from the USA for 10 months from US Cellular AT nT  and Verison now nothing from any.

 Yet when they have texted to Orange/Virgin network on a borrowed phone no problem.  I have been with vodafone many years but i'm now thinking i will have to switch in order to recieve my important sms from USA.

 If it comes to the fact that i have to leave vodafone i will not be hounouring any contract as the network is not " fit for the purpose".

 Its a shame but little option left as vodafone seem unable to right this problem.

 RBDecs.

[James]

Hi RBDecs,

When it comes to international texts it is difficult to see what is causing the issue as it could be an issue wit the international network and not Vodafone.

However I would like to see if we are able to identify if the messages are reaching our network and then failing to be delivered to your number or if the messages aren’t even being received by our network.

So that we can do this I have sent you a quick PM with details on how to get in touch with our team directly, please follow these instructions and we will be able to get this checked for you.

However, in the meantime please can you let us know if you have any issues sending messages to the number in theUSA?

You can find your PM inbox here.

James

[RBDecs]

Hi James

                  there is no problem sending the texts they all get recieved as normal. even calling to my mobile from there is ok to. Its just recieving texts from there is the problem, surely from 3 different networks is not the fault of the US networks as i have said using a Virgin mobile borrowed was fine from all 3.

 And i have been that route on the phone with your tech dept and they say it seems vodafone are not getting them on their network, but why?

 Orange Virgin, no problems.

 RDecs

[RBDecs]

ok so now its been 7 weeks since i reported my problem to vodafone about being unable to receive international texts from the USA.

 Countless calls to tech team , many promises about it being fixed same old pass the parcel game and still no fix to the problem.

 Fact is vodafone cannot work out what it is!  Fair enough if they can't , i have now an orange phone that works with no issues also have borrowed and used a virgin network and t mobile also no issuses.

  I used to receive sms texts from AT and T verizion and US Celluar but no longer on vodafone network. Seems since i went over to a 100text a month for £5 deal with vodafone it all stopped.

  Anyway time to leave vodafone after many years , as regards their tech team? lol USELESS! 

  BYE!  RBDecs

[James]

Hi RBDecs,

I have taken a look at our email system for your email and can see that the only emails you have sent didn’t include the routing code as advised in the PM that I sent to you.

If you would like the team to raise a case for this please follow the instructions in the PM that I sent to you including the routing code and we will be able to get this raised for you.

You can find your PM inbox here.

James

[Dwoods79]

Hello,

I too am having very similar problems from those mentioned above.

I am on a UK Vodafone contract phone, but I am currently working in the USA for a few months.

I can call the USA mobile phone in question no problem, and they can call my mobile phone without any problems.

I can sent text's to the USA mobile phone and they receive then straight away. When they text me back I never receive the messages.

Initially I thought this was a problem with the network carrier for the USA Phone (AT&T) - however we have contacted them and they have assured us that the text messages have left their network - and hence the USA Mobile has been charged for each "failed" text that has been sent to my phone. - even though I have not received them.

We have tried all the combinations of the +44, 00 44 etc for sending messages to my UK Phone, but nothing seems to work.

I would appreciate this issue sorted out as soon as possible please as it is very annoying only having the text messages working one way.

Many thanks

Dwoods79

[James]

Hi Dwoods79,

When it comes to the messages the person sending the messages will need to use the international format of 00 44 7********* however if their network is saying that the messages look to be sent with no issues then we can check to see if they are being received to the UK message centre and look if there are any failures showing on the network for them being transmitted back to the USA Network however as its not our network delivering the messages it can be difficult to see any failures.

So that we can check this for you I have sent you a quick PM with our direct contact details, please follow the instructions on the PM and we will be able to look for any failures on the network for you.

When contacting us please can you also specify 3 examples of numbers, times and dates of when the messages were sent and failed to be received by you.

You can find your PM inbox here.

James

[nmgeddes]

Hi, I am having similar trouble not being able to receive international text messages. It first seemed to happen when I traveled to Greece this summer and I am now not receiving texts from my brother in the states (I am now back in the UK)

• We have reset and then turned off iMessage (we both use iPhone 4s & iMessage seems to work fine when available)
• Texts sent by me are received by my brother but his replies never arrive
• I have spoken to Vodafone several times, been in to two stores and had my sim card replaced
• My brother is on AT&T and they believe the messages are leaving their network
• I have reset my network connection on my iphone

This is obviously getting very frustrating and I would appreciate some advice!

[Dave]

Hi nmgeddes,

When it comes to monitoring SMS traffic, sending information is held by the originating network only. We could see details of yours going to him, but his coming from AT+T would be another matter. I can see that your brother has spoken with them, so he has looked to resolve this the best way we would suggest.

Just to check, do you have any issues receiving texts from anyone else, and is he able to send to anyone else in the UK?

Also, have you always had issues receiving from him from AT+T in the US, or has this only started happening recently?

Dave

[nmgeddes]

Hi,

Receiving texts seems ok from other numbers although I did haveproblems this summer in Greece not receiving them.  This is a recent problem. 

Thanks nick