topic Re: SMS texts not being sent and received, or arrive hours later in Get Support

SMS texts not being sent and received, or arrive hours later

Coryl1 — Thu, 01 May 2025 15:01:49 GMT

During a power outage in south Ottawa on April 28, I was using my LTE data and hit the 100% cap. I didn't bother purchasing more because I get the new cycle in a few days.

Since then, however, text messages are not being sent or received when they're delivered. The majority of texts have not been sent or received, while a handful have come through hours later. This includes 2FA authentification for some services that don't have an email or app backup. It may be a coincidental timing with my data usage, but I'm baffled.

My account is in good standing—autopay and on a credit card. I have been with Public Mobile for many years now and have had this number for over a decade. I've restarted my phone twice and tried changing the messaging app defaults (third party and the Android one). Device is motorola one vision, and while it's old (2020), I'm not having any other issues with the phone, just with Public Mobile's messaging. Phone calls are working fine. Because I'm at 100% data usage and don't want to buy more, I can't test that, but it shouldn't impact my ability to send and receive SMS.

Telus outage map is showing no current outages.

What should I try next? Should I just wait it out to see if it resolves itself?

Re: SMS texts not being sent and received, or arrive hours later

hTideGnow — Thu, 01 May 2025 15:02:35 GMT

hi @Coryl1

are you using Android? if you are, try reboot and clear cache. If still does not work, try Reset network settings

if you are on iPhone, you cannot clear cache, but try Reset Network Settings

if same, then submit a ticket with CS Agent using Chatbot here:
  https://widget.telus.tiia.ai/publicmobile/publicmobile.html
Type the question "Submit ticket", Then click the following in order: "Contact Us" , "Other", "Log In".
If any issue with ticket submission, you can submit ticket by direct message:
  https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

Remember CS_agent will reply to your Community inbox within 2 to 4 hours, please check your inbox here:
https://productioncommunity.publicmobile.ca/t5/notes/privatenotespage

Re: SMS texts not being sent and received, or arrive hours later

Coryl1 — Thu, 01 May 2025 15:07:33 GMT

Reboot, cache clear, and network reset did not work. I'll open a ticket.

Re: SMS texts not being sent and received, or arrive hours later

Coryl1 — Thu, 01 May 2025 15:20:00 GMT

While I wait for a response to my ticket, I've been browsing my usage history. The usage shows the messages being sent to and from my phone, so it may be something on my device preventing them from showing up in the messages app. 😕

Re: SMS texts not being sent and received, or arrive hours later

Coryl1 — Fri, 02 May 2025 12:08:40 GMT

CS Agent was helpful trying to find a solution, but it ended up being a device issue. Solution: Reboot in Safe Mode, disable RCS chat in Google Messages app. All the delayed messages came through immediately and I have kept RCS chat disabled after starting up in normal mode and have not re-encountered issues.