topic Re: I can not receive SMS messages from a certain number in Get Support

I can not receive SMS messages from a certain number

crochcunill — Fri, 14 Oct 2022 03:29:51 GMT

Using iPhone 6

I can receive SMS messages with security verification codes from many providers. However, there is one that I can not received. I have contacted the provided and the answer is the SMS is sent but it is rejected.

I have checked the answers and follow the advice, from rebooting the phone to remove the SIMS card to no avail. I have checked the list of blocked numbers and the source in question is not there.

Is it possible the block is from the network itself more than the phone? If yes, who I need to contact to remove such block?

Thanks

Re: I can not receive SMS messages from a certain number

dust2dust — Thu, 13 Oct 2022 17:47:13 GMT

Is it from an entity outside Canada?

Re: I can not receive SMS messages from a certain number

Meow — Thu, 13 Oct 2022 17:49:59 GMT

Network will not block any SMS coming to your phone. Where from SMS is coming?

Do you use apple proprietary SMS app or it is 'standard' SMS app?

Re: I can not receive SMS messages from a certain number

crochcunill — Thu, 13 Oct 2022 18:00:55 GMT

Yes, it is coming from outside Canada, Spain to be precise. I am able to receive other SMS with security codes from Spain

Re: I can not receive SMS messages from a certain number

crochcunill — Thu, 13 Oct 2022 18:02:11 GMT

The source of SMS message indicates the network may be the one blocking the message. As far as I have checked the phone is not blocking it.

I am using the standard SMS app in iPhone

Re: I can not receive SMS messages from a certain number

dust2dust — Thu, 13 Oct 2022 18:05:52 GMT

Can you ask that entity if they send other texts to international customers? Say...Australia maybe?

Is the number in their files +1 and your 10 digit phone number? Or even 001...?

Re: I can not receive SMS messages from a certain number

dabr — Thu, 13 Oct 2022 18:17:09 GMT

@crochcunill It's possible that the shortcode you are trying to receive from is not supported by PM. I'm not sure how up-to-date this link is as PM may have added shortcodes to it since, but you can take a look to see if your problem number is on this list or not.

https://productioncommunity.publicmobile.ca/t5/Plans-Add-Ons/What-short-codes-are-supported-by-Public-Mobile/m-p/22650

Re: I can not receive SMS messages from a certain number

fujiyama — Thu, 13 Oct 2022 18:17:14 GMT

Did you port your number to PM recently? I remember others mentioning these verification SMS might not work right away after a port. But will start working after a while. Not sure on the specifics.

Can you ask this provider to send verification checks through some other method in the meantime? Ex. email or robo call, etc.

Re: I can not receive SMS messages from a certain number

dust2dust — Thu, 13 Oct 2022 18:23:54 GMT

Is this supposed to be from a shortcode? Or is it just a normal text from a normal number with a verification code in it?

Re: I can not receive SMS messages from a certain number

dabr — Thu, 13 Oct 2022 18:28:30 GMT

@dust2dust I assumed it might perhaps be from a financial institution since OP mentions verification, but not sure if regular sms requires verification? edited

Re: I can not receive SMS messages from a certain number

dust2dust — Thu, 13 Oct 2022 18:33:36 GMT

@dabr- To me it's about the content in the body and whether it came from a normal number or from a shortcode. But we'll see what the customer comes back with.

Re: I can not receive SMS messages from a certain number

crochcunill — Thu, 13 Oct 2022 22:11:35 GMT

Actually I used to receive their SMS. Not anymore... The phone number is correct, unless their system has not been changed and are adding extra prefixes. From their point of view the message is sent successfully, but rejected by the target.

Re: I can not receive SMS messages from a certain number

crochcunill — Thu, 13 Oct 2022 22:12:51 GMT

Thanks. I have checked, and the six digits source number is not in the list.

Re: I can not receive SMS messages from a certain number

crochcunill — Thu, 13 Oct 2022 22:15:44 GMT

I have been a PM customer for several years, so no, I didn't port the number recently.

I am asking the provider to send me the coded by other methods. Unfortunately they seem stuck in the 90's.

(FYI: the provider is a bank, and I have decided that I will close my account with them in my next in person visit, just in case you wonder how annoyed I am!)

Re: I can not receive SMS messages from a certain number

crochcunill — Thu, 13 Oct 2022 22:16:07 GMT

Six digits number.

Re: I can not receive SMS messages from a certain number

dust2dust — Thu, 13 Oct 2022 22:18:05 GMT

Oh so it is from a shortcode. For them to text you would need the format I gave you earlier. Do you set up the number at their side? Like are you able to change it? Their exit code is 00 (could be +) then our country code is 1 and then your area code and then your 7 digits.

Re: I can not receive SMS messages from a certain number

softech — Thu, 13 Oct 2022 22:20:38 GMT

@crochcunill which provider is that? is that Canadian?

Re: I can not receive SMS messages from a certain number

dabr — Fri, 14 Oct 2022 01:36:11 GMT

@crochcunill It you used to be able to receive this shortcode sms before then I don't know what could have changed for it to stop. Something must have changed for that to happen. Have you asked for assistance from customer support yet?

Here's a link to the chatbot if you want to submit a ticket: https://www.publicmobile.ca/en/on/get-help

Re: I can not receive SMS messages from a certain number

crochcunill — Fri, 21 Oct 2022 17:32:24 GMT

Unfortunately customer assistance insist it is a problem on the target network side (public mobile in this case). They claim their logs indicated the sms was rejected by the network.

On the other hand, I have no idea how to ask to Public Mobile for support in this topic, so I do not know in which side the problem falls. I am receiving similar sms with codes from outside Canada with no trouble, so I tend to think the problem is in the sender side, but I have been unable to discard the receiver as the problem link

Re: I can not receive SMS messages from a certain number

dabr — Fri, 21 Oct 2022 19:24:49 GMT

@crochcunill Are you able to put your SIM in another compatible phone and see if you can receive the shortcode from this number?

Otherwise, did you actually contact customer support at PM using the link I provided last week?

Here's couple of links to customer support, try submitting a ticket via chatbot first and if unable to submit a ticket, then send a private message to CS_Agent.

chatbot: https://widget.telus.tiia.ai/publicmobile/publicmobile.html

CS_Agent: https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437