topic Re: Picture messages not working in Get Support

Picture messages not working

Vehicle990 — Sat, 15 Mar 2025 03:07:13 GMT

I can’t receive pictures messages since the last 48 hours.
The ones I sent out aren’t being received either.

I’m on latest IOS.

And have completed a few network reset and no change.

Data is on.

No change in my plan… unlimited picture messages.

PM Tech support has no solution either, other than the APN should be SP.MB.COM instead of isp.mb.com???

I did however receive one picture in the last 48hrs.. only 12 hours late. any help?

Re: Picture messages not working

hairbag1 — Sat, 15 Mar 2025 03:13:01 GMT

@Vehicle990

that's unusual indeed. Are you stationary or traveling around ? Could just be a local network issue. If using a hard sim..try that sim in a different cellphone if it's available ...(forget this suggestion if using esim).

Re: Picture messages not working

Vehicle990 — Sat, 15 Mar 2025 03:15:50 GMT

Stationary. And unable to change sim (due to eSIM)

Re: Picture messages not working

slusagm — Sat, 15 Mar 2025 03:31:34 GMT

you sure is MMS and not iMessage that are not sending??

You have enabled mobile data?

Re: Picture messages not working

Vehicle990 — Sat, 15 Mar 2025 03:36:15 GMT

Yes, MMS not IMessages.

Data is on.

Re: Picture messages not working

slusagm — Sat, 15 Mar 2025 03:41:46 GMT

Make sure Carrier Profile is updated

For testing purposes, turn off iMessage, make sure Send Text Message is on

And make sure no other sim card or esim on the phone other than Public Mobile's

Re: Picture messages not working

Vehicle990 — Sat, 15 Mar 2025 03:47:30 GMT

All updated. iMessage has always been off.
no other sim in present.

still no receiving mms?

48 hours ago I was receiving mms…..now nothing…. despite having done nothing different to my iphone??

Re: Picture messages not working

funpig1 — Sat, 15 Mar 2025 07:43:31 GMT

@Vehicle990

If you have been an existing PM customer (not new activation) and have been on the same plan for months with no prior problems and you have made no recent changes to your settings, it is either your phone or the network.

If it is your phone, there is not much you can do but reboot/restart it and see if that fixes problem. If it is a problem with the phone OS (sometimes a new update introduces a glitch), you may need to wait for another update.

If it is a network system problem, you need to contact a customer service agent and they may need to reset the network on their end:

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

Re: Picture messages not working

ORNGNBLK — Sat, 15 Mar 2025 10:10:44 GMT

@Vehicle990 I’m just joining here to follow along because the same thing is happening to my mom’s phone. She sends texts that go through but if she sends pics -they don’t. She hasn’t changed anything in her settings, plan, hardware etc and yet this occurred. So I’ll sit back and hopefully wait for a solution here. Obviously I’ll post if I find one myself.

Re: Picture messages not working

Phil_Adelphus — Sat, 15 Mar 2025 11:17:29 GMT

@Vehicle990 the APN should be SP.MB.COM instead of isp.mb.com

I think that's an iPhone thing, if I change my iPhone's APN to sp.mb.com it changes itself back to isp.mb.com.

Re: Picture messages not working

Vehicle990 — Sat, 15 Mar 2025 11:23:14 GMT

Correct. Isp.mb.com is normal

Customer service has no solution either, other than the APN should be SP.MB.COM instead of isp.mb.com?…. Which is normal for iPhones

Re: Picture messages not working

softech — Sat, 15 Mar 2025 12:40:41 GMT

@Vehicle990

sp.mb.com is the correct one.

it is also confirmed here:
https://publicmobile.ca/en/get-help/articles/set-up-data-on-an-iphone

Re: Picture messages not working

Phil_Adelphus — Sat, 15 Mar 2025 13:27:12 GMT

@softech I think that article is wrong, if I try to change my iPhone 13 to sp.mb.com it's always changed itself back to isp.mb.com next time I look. It's always been that way but the phone has always worked perfectly fine.

Re: Picture messages not working

softech — Sat, 15 Mar 2025 13:32:00 GMT

@Phil_Adelphus

it was known that the iPhone might change it back to iSP.mb.com for the longest time

https://productioncommunity.publicmobile.ca/t5/Get-Support/FYI-iOS-and-APNs/m-p/323118/highlight/true#M162906

From what I understand, isp.mb.com is the old settings.

Re: Picture messages not working

Phil_Adelphus — Sat, 15 Mar 2025 13:50:00 GMT

@softech Thank you. So if I understood the thread correctly, you can't even see the general APN, the only one you can see and change is the one for personal hotspot, which is what always changes itself back from sp.mb.com to isp.mb.com ?

Re: Picture messages not working

LitlLdy — Sat, 15 Mar 2025 15:10:03 GMT

@Phil_Adelphus wrote:
@softech Thank you. So if I understood the thread correctly, you can't even see the general APN, the only one you can see and change is the one for personal hotspot, which is what always changes itself back from sp.mb.com to isp.mb.com ?

@Phil_Adelphus , exactly! Changing the personal hotspot apn to sp.mb.com & getting it to stay that way used to work on my old 6s but didn’t on the 14 Pro nor the 16 Pro! So, I gave up on repeatedly trying. I know how to do it, however it doesn’t stay that way. My personal hotspot works fine with it as is so I am not fighting what isn’t broken. 🤣 I didn’t think that the personal hotspot apn setting was MMS related but I could be wrong. I will have to read about it again!

(As per CalgaryBen- “The only APN setting that typically can be changed on an iPhone is the Personal Hotspot APN for tethering, but users are often confused into thinking that's the APN they're setting for their phone's data.”)

Re: Picture messages not working

softech — Sat, 15 Mar 2025 17:09:03 GMT

@Phil_Adelphus you can change just the APN entry and no other configurations like Android because for iPhone, usually a Carrier Profile update is all you need to take care of it

Re: Picture messages not working

Phil_Adelphus — Sat, 15 Mar 2025 16:56:58 GMT

@softech On my iPhone (13 with the latest ios) at least there is no access to APN settings other than under personal hotspot that I can find. I just looked at Apple's instructions for view and edit APN, and they just go to the personal hotspot APN, i.e. Settings - Cellular - Cellular Data Network - Cellular Data under which it says personal hotspot APN isp.mb.com. So how do you see the APN entry other than that one?

Re: Picture messages not working

hTideGnow — Sat, 15 Mar 2025 17:00:13 GMT

hi @Phil_Adelphus just update Carrier Profile. There is not much you can tweak for iPhone. Good or Bad for that. Good is the easiness, bad is that If the Carrier Profile was wrong on Apple side, nothing you can do (it happened before with some beta iOS)

Re: Picture messages not working

softech — Sat, 15 Mar 2025 17:08:28 GMT

@Phil_Adelphus

https://support.apple.com/en-ca/102483

key is:

You can only edit or view your APN on your iPhone and iPad if your carrier allows it.

As I explained above, it is more the Carrier Profile that holds everything