topic Re: Can't send SMS internationally in Get Support

Can't send SMS internationally

Philjones6 — Wed, 05 Jan 2022 22:12:57 GMT

Just arrived in Canada and have a new SIM in a dual SIM phone. With the UK SIM disabled I can access data, and phone or message another Canadian phone but the advertised unlimited messaging worldwide isn't happening.

Any idea what I am doing wrong? OnePlus phone running Android 10.

Re: Can't send SMS internationally

Anonymous — Tue, 09 Feb 2021 01:37:08 GMT

@Philjones6 : Setting the PM SIM to be the outgoing texting SIM? My Samsung A31 running A10 has it under SIM Card Manager.

Re: Can't send SMS internationally

kselmak — Tue, 09 Feb 2021 01:43:28 GMT

What format is it in

+49... or 01149... for example for Germany

Maybe try switching between formats

Re: Can't send SMS internationally

Philjones6 — Tue, 09 Feb 2021 03:02:39 GMT

Yes, the PM SIM is set as the one to use for data, messaging and calling, and it does that fine for Canada. But messages to international numbers don't get sent, hence my being at a loss.

Re: Can't send SMS internationally

JK8 — Tue, 09 Feb 2021 03:08:50 GMT

@Philjones6 wrote:
Yes, the PM SIM is set as the one to use for data, messaging and calling, and it does that fine for Canada. But messages to international numbers don't get sent, hence my being at a loss.

Can you test your sim in another unlocked phone to confirm that it is not a problem with your Public Mobile account?

Re: Can't send SMS internationally

Philjones6 — Tue, 09 Feb 2021 03:10:30 GMT

@kselmak I have given this a go and it doesn't make any difference. Usually it just says "Not sent. Tap to try again"

Often a message pops up saying "Can't send message with Public Mobile - error 38" before disappearing.

Re: Can't send SMS internationally

Philjones6 — Tue, 09 Feb 2021 03:14:24 GMT

@JK8 I'll give it a go. The handset has worked perfectly with the UK SIM alone, for everything. Just an expensive way of using a phone here, so needed a Canadian SIM.

Are you saying it might be the SIM card, rather than a problem with the way the account is set up?

I have tried checking the details of My Plan, but the webiste gives an "Oops" error message whenever I try to access them...

Thanks to all for your help - it would be great to get it working as intended.

Re: Can't send SMS internationally

JK8 — Tue, 09 Feb 2021 03:21:02 GMT

@Philjones6 wrote:
@JK8I'll give it a go. The handset has worked perfectly with the UK SIM alone, for everything. Just an expensive way of using a phone here, so needed a Canadian SIM.

Are you saying it might be the SIM card, rather than a problem with the way the account is set up?

I have tried checking the details of My Plan, but the webiste gives an "Oops" error message whenever I try to access them...

Thanks to all for your help - it would be great to get it working as intended.

I just want to confirm that it is not a problem with your PM account if it works in another unlocked phone.

To get into self service clear your browser cache. Close browser and open a new browser in incognito/private mode.

Re: Can't send SMS internationally

Anonymous — Tue, 09 Feb 2021 03:46:35 GMT

@Philjones6 : Are you using your contacts to try to send? As from kselmak...try manually typing in 011 then the country code then the area code etc. If there are leading zeros in the area code or city code then try without them.

And yes sometimes + works instead of 011.

Re: Can't send SMS internationally

TheGx — Tue, 09 Feb 2021 03:48:14 GMT

@Philjones6 :If you can't login into your self serve account maybe the problem is with your account, try asking moderator to look into why you can't login and also look into what going on with your texts.

Re: Can't send SMS internationally

kselmak — Tue, 09 Feb 2021 04:03:41 GMT

@Philjones6

That error usually indicated there is an issue with the number.

Can you check the number again see if you are using correct number

Also try sending a test message to a different cell number in the same country

Re: Can't send SMS internationally

kselmak — Tue, 09 Feb 2021 04:02:17 GMT

Also your app may be the problem too

Try using native app

Clear the cache and restart

If that doesn't work try network reset maybe

Re: Can't send SMS internationally

dlambro — Tue, 09 Feb 2021 04:17:26 GMT

That's strange that you can message a Canadian number but not overseas as all PM plans come with unlimited International Text and Pic Messaging. I found this on an old thread on this forum regarding the same issue and was fixed by checking the SMSC number on the phone. You could try that: check to make sure the SMSC number on you phone is set to Public Mobile 16475800172. Make sure you input that number into your message center option on your phone. Go to Messaging app > Settings > SMSC Settings > SMSC number. It's worth a shot.

Re: Can't send SMS internationally

dlambro — Tue, 09 Feb 2021 05:23:55 GMT

I was thinking this may be a software issue with the phone. You can check to make sure Google Messages is enabled in the Play Store. Go to the apps store, Google Play, and type Google Messages or just Messages and ensure it's not disabled.

Re: Can't send SMS internationally

Philjones6 — Tue, 09 Feb 2021 14:57:20 GMT

Yeah, I tried entering the number manually, both with the abbreviated international code (+) and in full. No joy. It's puzzling, no?

Re: Can't send SMS internationally

Anonymous — Tue, 09 Feb 2021 15:05:22 GMT

@Philjones6 wrote:
Yeah, I tried entering the number manually, both with the abbreviated international code (+) and in full. No joy. It's puzzling, no?

Yes. 🙂 Have you tried with not having your other SIM in? Power down, remove other SIM, restart. Maybe also try the PM SIM in the other SIM slot too...alone. Can you text any other number in the UK?

Would you be willing to share the number that you're manually dialing without the last 4 or 5 (however the UK numbering works before the individual).

Re: Can't send SMS internationally

Philjones6 — Tue, 09 Feb 2021 17:12:57 GMT

dlambro, a good thought. But the phone sends international text and picture messages fine when I use the UK SIM. I just can't do anything international with the PM SIM.

Re: Can't send SMS internationally

Philjones6 — Tue, 09 Feb 2021 17:23:46 GMT

Thanks, z10user4. I have given this a go and it makes no difference. Even with the PM SIM as the only one in the SIM tray (after having powered down, made the swaps, and powered up again), the PM service is exactly the same as when the UK SIM is also in the phone, ie Canada calls and messages are fine, but international ones are not.

Incidentally, it makes no difference whether the UK SIM is activated or deactivated either, so it doesn't seem to be a matter of the UK SIM causing any sort of interference.

As for other numbers in the UK, I can't message them either.

UK mobile numbers all begin 07*** followed by six numbers, eg 07123 456789

From Europe you'd phone or message by entering 0044 - 7123 - 456789

From here, I realise it is 011-44-7123 etc. I've also tried +44-7123 etc.

Re: Can't send SMS internationally

Philjones6 — Tue, 09 Feb 2021 17:43:20 GMT

dlambro, thanks for this.

The SMSC was hard to find and needed me to use the dialler to enter a code, but that number is as you said it should be, so it doesn't seem to be that either.

Bah!

Re: Can't send SMS internationally

Anonymous — Tue, 09 Feb 2021 17:44:50 GMT

@Philjones6 : It IS a puzzler. You have by now started a ticket with the support right? 🙂