topic Re: Text image not downloading in Get Support

Text image not downloading

crosbyoverovi — Thu, 04 Aug 2022 21:31:43 GMT

I have been having problems lately downloading text that are images. I have my mobile data on as I found previously that WiFi wouldn't download them. My phone is a Moto E4 if that helps. Any solutions? I have cleared cache already.

Re: Text image not downloading

hTideGnow — Thu, 04 Aug 2022 21:33:41 GMT

HI @crosbyoverovi you meant MMS (multimedia message)? You need to turn on Mobile data for MMS to download.

Re: Text image not downloading

Yummy — Thu, 04 Aug 2022 21:36:09 GMT

Actually few customers reported similar issue today.

I guess you did reboot and as you mentioned - DATA is On. Your phone is OK, nothing wrong with it.

I guess some PM server managing MMS is having some issues.

You can always ask agent for clarification and assistance. If you were able to receive MMS (images) before and you did NOT mess up with phone's settings then it has to be something on PM side.

To contact CSA-agent, there are 2 methods:

https://www.publicmobile.ca/en/on/get-help/articles/contact-an-agent

If ticketing does not work very first time, contact agent directly.

- Send a private message to the CSA - agent by clicking Here

Watch for envelope in top right corner. It will show Number of unread emails.

Re: Text image not downloading

Timer — Thu, 04 Aug 2022 21:38:58 GMT

@crosbyoverovi

turn on mobile data, and check your APN settings

and rebooting device.

Re: Text image not downloading

crosbyoverovi — Thu, 04 Aug 2022 21:44:28 GMT

I stated that my mobile data is on already.

Re: Text image not downloading

crosbyoverovi — Thu, 04 Aug 2022 21:45:56 GMT

I've been having this issues for about the last 2 weeks. So, it's not just today.

Re: Text image not downloading

darlicious — Thu, 04 Aug 2022 23:09:18 GMT

@crosbyoverovi

Check you APN it may have reset itself to default. This is the one on my moto g7+.....

Name

Mobile Internet

APN

sp.mb.com

Proxy

Not set

Port

Not set

Username

Not set

Password

Not set

Server

Not set

MMSC

http://aliasredirect/proxy/mb/mmsc

MMS proxy

mmscproxy.mobility.ca

MMS port

8799

MCC

302

MNC

220

Authentication type

Not set

APN type

default,mms,agps,supl,fota,hipri

APN protocol

IPv4

APN roaming protocol

IPv4

APN enable/disable

APN enabled

Bearer

Unspecified

MVNO type

GID

MVNO value

4D4F

Re: Text image not downloading

crosbyoverovi — Thu, 04 Aug 2022 23:31:50 GMT

It says APN settings are not available for this user.

Re: Text image not downloading

Timer — Thu, 04 Aug 2022 23:36:35 GMT

@crosbyoverovi

see how to Set up Internet - Motorola Moto E

Re: Text image not downloading

darlicious — Thu, 04 Aug 2022 23:48:32 GMT

@crosbyoverovi

What is your OS? Oreo 8.i? This is unusual for a moto phone. When was the last time mobile data worked on this phone?

Edit:

Is the ability to edit the APN greyed out?

Re: Text image not downloading

crosbyoverovi — Thu, 04 Aug 2022 23:53:04 GMT

It's an Android 7.1.1. Data works fine, I'm using it right now. No, it's not greyed out it just has that message on a white background.

Re: Text image not downloading

crosbyoverovi — Thu, 04 Aug 2022 23:56:45 GMT

My mobile data isn't the issue, it is working fine.

Re: Text image not downloading

darlicious — Fri, 05 Aug 2022 00:32:00 GMT

@crosbyoverovi

So you are all good to go now?

Re: Text image not downloading

crosbyoverovi — Fri, 05 Aug 2022 00:33:16 GMT

No, I by accident hit the found a solution button. No still having problems.

Re: Text image not downloading

darlicious — Fri, 05 Aug 2022 00:39:41 GMT

@crosbyoverovi

You can unmarkbthe solution by going to the little arrow thingy on tbe right side of the post.

You probably just need to edit the APN. Are you able to access the edit APN setting as set out in the instructions supplied in the link by @Timer ? I have seen that message you recieved about access unavailable....now I just need to remember where and how it was fixed?🤔

Re: Text image not downloading

crosbyoverovi — Fri, 05 Aug 2022 00:51:01 GMT

Thanks for telling me how to undo the solution. Ya no, I can edit it whatsoever. It looks like I have to take it to a repair shop. Also, my sim card isn't working. It seems to have stopped working once the customer support person I was chatting with was in the back end of my account try to fix it.

Re: Text image not downloading

esjliv — Fri, 05 Aug 2022 01:28:29 GMT

@crosbyoverovi wrote:
Thanks for telling me how to undo the solution. Ya no, I can edit it whatsoever. It looks like I have to take it to a repair shop. Also, my sim card isn't working. It seems to have stopped working once the customer support person I was chatting with was in the back end of my account try to fix it.

@crosbyoverovi - i'd open another ticket with CSA to tell them this. Escalate if to a supervisor if you have too.

There have been other issues (for over a week) that sound similar to yours.

If you have another phone to try your SIM Card into, also try that and test it (once public mobile support fixes what they broken, that is).

If the SIM card works in another phone try checking with Motorola support:

https://motorola-global-portal-en-ca.custhelp.com/app/mcp/contactus/

See what they say. One other member had a motorola too.

Re: Text image not downloading

crosbyoverovi — Fri, 05 Aug 2022 01:37:33 GMT

Unfortunately I don't have another phone handy to test the SIM card on. Thanks for the info!

Re: Text image not downloading

Timer — Fri, 05 Aug 2022 01:49:26 GMT

@crosbyoverovi

wait until see what support found,

if not fix it yet tried to do factory reset, but you need first to back up, if you needed for any contact or photos/videos.

Re: Text image not downloading

darlicious — Fri, 05 Aug 2022 02:50:46 GMT

@crosbyoverovi

Goodness this has gone from bad to worse.....after customer support fixes your sim card and your services are working which may fix your APN issue as well if it does not and you get the same message as before ask for a configuration file to be texted to your phone to set up your APN.