topic New user in Get Support

New user

AM14 — Sat, 10 Sep 2022 11:43:52 GMT

Hi,
Just signed up my teen for a public mobile plan and it's been a disaster so far. Some text messages send, others don't. It's completely arbitrary. Messaging back and forth with a representative is so inefficient and hasn't produced any results. What do I do? I need someone to take a look and figure out what's not working. Please help!

Re: New user

Outdoorsman — Sat, 10 Sep 2022 12:02:53 GMT

@AM14 hi what type of phone do you have ?

Re: New user

softech — Sat, 10 Sep 2022 13:52:16 GMT

@AM14 are you porting in your phone number or you choose new number?

Texting issue usually is just a setup and tweak on your messaging app instead of the service provider. Are you using iMessage instead of traditional text? give us more background and we can help

Re: New user

esjliv — Sat, 10 Sep 2022 14:12:03 GMT

@AM14 - ensure to restart your teen's phone with the Public Mobile sim card inside.

Performing a reset of the device's network settings is a good thing to do when switching providers also.

If you try the SIM card into another phone does the same issue happen; this would identify a device issue.

My guess is, either Chat Features or iMessage is the culprit. Some stuff to review if this is the case.

Both iMessage and Chat Features require a wifi connections or data to send/receive texts.

if iMessage and you are out of data for your current cycle be sure to have SMS and MMS enabled in the settings of your device.
if you are using android and you use Chat Features, then I suggest you turn that off, as it requires wifi or data to send/receive texts.

Disable your Chat Features:

Open Messages
Tap More options > Settings > Chat features
Turn Enable chat features off

Something else to consider if an iphone and this is a new number to this phone where a different number could have been used previously...deregister the number on the iphone: https://selfsolve.apple.com/deregister-imessage/.

Set up your phone number On your iPhone:

Go to Settings > Messages and make sure that iMessage is on. You might need to wait a moment for it to activate.
Tap Send & Receive. If you see “Use your Apple ID for iMessage,” tap it and sign in with the same Apple ID that you use on your Mac, iPad, and iPod touch.
In the "You can receive iMessages" section, make sure that your phone number and Apple ID are selected.
Go to Settings > FaceTime and make sure that your phone number and Apple ID are selected in the "You can be reached by FaceTime at" section.

Re: New user

computergeek541 — Sat, 10 Sep 2022 18:15:37 GMT