topic Re: not receiving sms messages after roaming package expired in Get Support

Re: Not Receiving Text Messages

Dmfisher1980 — Wed, 05 Jan 2022 06:47:03 GMT

So my us roaming package expired today and low and behold, I can send texts but no longer recieve them. Can someone help me please.

Re: Not Receiving Text Messages

srlawren — Wed, 01 Mar 2017 07:17:20 GMT

Hi @Dmfisher1980, you replied to an older thread and weren't getting any responses, so I've moved this to a new thread of its own.

This sounds like a not-uncommon issue that happens to some people when their US Roaming add-on(s) expire. The symptoms at least fit the pattern. To get it resolved, what I would suggest you do is contact one of the Public Mobile community moderators (PM support employees) via private messaging. Please include your Public Mobile phone number and a brief description of the issue. If you're not sure how to find a moderator and private message them, please see the two links at the bottom of this reply for more info. Someone should be able to get back to you tomorrow to assist, their coverage starts at 9AM EST (Toronto/Montreal time).

Re: Not Receiving Text Messages

Dmfisher1980 — Wed, 01 Mar 2017 12:40:14 GMT

I did send a PM to a Mod. Thanks for your response and help.

Re: Not Receiving Text Messages

Mary_M — Wed, 01 Mar 2017 15:40:00 GMT

Hey @Dmfisher1980,

Thank you so much for your patience!

I'll be looking into your case right now, please expect a reply via private message within the next few minutes. We'll get this fixed for you 🙂

Cheers,

Mary

Re: Not Receiving Text Messages

Dmfisher1980 — Wed, 01 Mar 2017 15:43:21 GMT

Mary,

It appears to be resolved. I am receiving texts now. I know of many missing messages from yesterday. Will those ever be delivered?

Thanks for your help.

Re: Not Receiving Text Messages

Mary_M — Wed, 01 Mar 2017 15:47:25 GMT

Thank you for the update @Dmfisher1980!

Yes, unfortunately you will not receive the texts you missed yesterday - but rest assured that all new texts should be coming in normally 🙂

Please let us know if you have any other inquiries,

Mary

Re: Not Receiving Text Messages

WearySky — Wed, 01 Mar 2017 20:23:38 GMT

@Mary_M was this in fact related to the US addon? If so I'm going to have to keep it in mind when I go down there in 2 weeks.

Re: Not Receiving Text Messages

Mary_M — Wed, 01 Mar 2017 20:38:16 GMT

It does not affect everyone @WearySky, however some people have reported that their text messaging service doesn't work after the add-on expires. This usually self-resolves itself, but I can't confirm exactly why this happens. Just make sure to power cycle your phone when you return to Canada, or when your roaming add-on expires 🙂

Mary

Re: Not Receiving Text Messages

srlawren — Wed, 01 Mar 2017 20:45:03 GMT

Hi @Mary_M, I'd like to know along with @WearySky if this was indeed a roaming expiry bug or something else? I think the last one I brought to your attention, thinking it was the expiry bug, turned out to be something else. (Missing message center number maybe?). EDIT: nevermind, I see you answered before I got this posted. 😉

Re: Not Receiving Text Messages

Mary_M — Wed, 01 Mar 2017 20:44:27 GMT

As mentioned, I cannot confirm exactly what happens in the back-end but it seems that there is some sort of "jam" with the texts. It usually self-resolves itself, or we can try re-pushing the SMS service center # @srlawren 🙂

Re: Not Receiving Text Messages

waelrezk — Thu, 02 Mar 2017 00:53:05 GMT

I am having the same exact issue. One of the moderators reset my account and still no luck. It seems the problem won't resolve itself all the time and that should be escalated to a technical team to check what is going on after a US roaming expires.

There is a problem here and it needs to be fixed so nobody else will have this in the future.

Re: Not Receiving Text Messages

waelrezk — Thu, 02 Mar 2017 12:29:24 GMT

Now it's working and I am receiving sms. So it seems the system will reset the account after 24 hours from the expiry date of the US roaming is expired. Again that needs to be escalated to technical or billing to do an immediate reset not after a day. The bad part is you don't get the missed txt messages and you never know what was missed. It's really so disappointing to have this as a known issue and it is not fixed till now.

Re: Not Receiving Text Messages

Mary_M — Thu, 02 Mar 2017 14:06:12 GMT

Thank you for sharing your experience @waelrezk!

Our team is definitely aware of this and working on a fix. In the meantime, please try to power cycle your device if this ever occurs or send me a private message, I would be more than happy to assist 🙂

Respectfully,

Mary

Re: Not Receiving Text Messages

Taco — Sun, 19 Mar 2017 02:14:18 GMT

my roaming package expired and I am having the same problem

Re: Not Receiving Text Messages

Dmfisher1980 — Sun, 19 Mar 2017 02:19:50 GMT

Message a mod. They will get you sorted pretty quickly.

Re: Not Receiving Text Messages

waelrezk — Sun, 19 Mar 2017 02:29:17 GMT

@Taco
Most likely it will start working tomorrow. The system needs to rest some settings the next day. Unfortunately that cannot be reset manually and you have to wait. Public mobile are aware of the issue and hopefully they will fix it soon. It seems like a scheduled job or script that runs once a day and needs to run more often so we don't have to wait for it to work the next day. This really a bad bug and public mobile should give it a higher priority specially lot of people depend on txt which makes the service less reliable. I am really not happy that they haven't fixed this yet.

Re: Not Receiving Text Messages

srlawren — Mon, 20 Mar 2017 18:26:38 GMT

@Taco is this still an issue? If so, please send a private message to @Mary_M with your phone number and the details and she should be able to assist you. If you're not sure how to send or receive a private message, please see the link at the bottom of this reply.

Re: not receiving sms messages after roaming package expired

Mary_M — Tue, 21 Mar 2017 13:28:39 GMT

Hey @Taco,

Thank you for reaching out to us!

I can see that my colleague Saray has tried reaching out to you via private message. Please let us know if you still require any assistance, and please include your phone number in your reply 🙂

Best regards,

Mary

Re: not receiving sms messages after roaming package expired

srlawren — Tue, 21 Mar 2017 14:10:04 GMT

@Taco if you're not sure how to find your private message from Saray, please see the private message link at the bottom of this reply for more information.

Re: not receiving sms messages after roaming package expired

rrturner — Tue, 04 Apr 2017 23:46:08 GMT

Exact same thing happening to my wife and me right now. So, we're sitting here unable to receive texts, which is a big issue for me in my job (not as big for my wife, but still annoying for her). Agree, this needs to be addressed; I'll keep an eye on this thread--if it's not fixed by my next US visit, I'll have to get a US sim+plan instead...I can't have lengthy downtimes for texting. PM'd a mod.