cancel
Showing results for 
Search instead for 
Did you mean: 

Picture and Group Messaging End Date | Feb 14

J_PM
Public Mobile
Public Mobile

Hey Community, 

Starting February 14th, 2024, select customers may be required to update either their settings or upgrade their device to continue using Multimedia Messaging Service, better known as MMS without interruption. 

Who is affected by this change?
Customers may be affected if:

  • The most recent software update from the manufacturer has not been installed
  • Devices are no longer supported by the manufacturer’s software updates
  • Devices are purchased outside Canada

You will be contacted to upgrade their device. 

For more information on how to update your settings (IOS & Android) or device recommendation to ensure compatibility, review this Help Article. 

What is MMS?
Multimedia Messaging Service is the way mobile devices send and receive pictures, videos and group conversations across networks.

MMS is supported across phone manufacturers and operating systems on nearly all phone models that have data capabilities. MMS messages are sent through your normal messaging app that sends and receives text messages. 

Note: Third-party messaging services, such as Facebook Messenger and WhatsApp, that have picture, video and group message features are not affected by this change.

What do I do if I get an email saying I need a new or replacement device?
As our network evolves, older devices (usually from 2015 or earlier) may require replacement. Rest assured, your voice, SMS, and data services will not be impacted by this change. We regularly make network updates to ensure our customers are kept up-to-date with the latest security and software updates from manufacturers. 

If you’re interested in continuing to use picture and group messaging services we have partnered with Mobile Klinik to bring you top-quality Certified Pre-Owned (CPO) phones that are tested and inspected by expert technicians to work like new at a fraction of the cost. With over 150 store locations across Canada, and an online website, Mobile Klinik offer's convenient access to a wide selection of refurbished devices that are backed by a 1 year warranty.

- The Public Mobile Team 

46 REPLIES 46

Korth_
Model Citizen / Citoyen Modèle

@computergeek541 wrote:

I don't see this as changing anything.  Many devices not purchased from Telus still have to have the APN settting manually entered, regardless.  In the vast majority of cases, the settings are very easily adjustable.  I believe that the way that Public Mobile forces custoemers to use the app is a much larger issue as that app won't work on older phones (even though the device actually works on the service itself).  I do believe that many of the affected devices that would need have the APN settings change for MMS likely are no longer in use as the batteries would no longer be holding a good charge.


At least subscribers aren't strictly being forced to use the app to use the service. Yet.

According to Wikipedia, there haven't been any revisions or upgrades in MMS for many years. Indeed, the only major change has been that some countries are retiring MMS as it continues to get supplanted by other systems with better end-user features.

So I have to wonder exactly what purpose of this new Public Mobile (Telus) restriction serves. Since they're being characteristically vague and ambiguous I am inclined to assume it has something to do with "improving security" of network-side tracking and telemetry or some other generally anti-consumer anti-privacy stuff.

Sad times when one absolutely must have an iOS or an AndroidOS. No more of those flip phones, dumb phones, smartwatches and other wearables, IoT devices, or other ancillary devices unless Telus sells it and Telus allows it.

Steve92
Great Neighbour / Super Voisin

Ok, I tracked down the solution using a couple of the links and entered the new APN settings, and my MMS is back to working.  Did Public Mobile send a text out on this?  All I see is one from them on Feb 2 that asked if I had any resolved complaints about my telecom services.

 

charanth1822
Good Citizen / Bon Citoyen

"Seems like it is an issue with Android 14 on OnePlus. "

 


No software update occurred within a month of this happening. My wife's phone and mine are on two different versions of Android neither are Android 14.

"before you jump ship, just want you to aware that Koodo customers have the same issue"

Koodo is still Telus. Any examples that aren't Telus?

"the planned end date of the MMS server is today, but OneOkus users experienced the issue as early as end of January"

Somewhere its been theorized that it happened early due to a server dying before it was decommissioned. Maybe its not related but it is not like we are getting any guidance either. We just get told use the new settings and that's it. It would be nice if PM/Koodoo/Telus said anything, tech support basically told me because it was OnePlus they couldn't do anything aside from what's mentioned above, but that they still supported OnePlus.

I came on hoping they'd have an update now that the 14th officially passed... 

charanth1822
Good Citizen / Bon Citoyen

Define legacy,
people on here are complaining about phones less than 5 years old... my wife's phone is only 2 years old.

mcdougal
Good Citizen / Bon Citoyen

Hi @hTideGnow,

That's fair, and maybe it's the case that it's as simple as an issue with older phones, but it sure seems like a lot of new phones have lost MMS functionality too.

I'm figuring CCTS will be best equipped to decide whether a complaint is warranted or not. What I want is information about how the new APN differs from the old, so that maybe work can be done to get things working again. Perhaps they can fish that info out of Telus.

Kjh875
Good Citizen / Bon Citoyen

Thank you. Very interesting. Oneplus says there's no issue on their end. Maybe I'll try someone's SIM from another carrier to see if I can rule out carrier issue. 

@Kjh875 

before you jump ship, just want you to aware that Koodo customers have the same issue

But it could be a phone software issue.. We had an issue with an particular iOS beta version which broke the data connection. It was no fault of PM at that incident.  Luckily it was Apple and they acknowledged it and got it fixed with 2 beta releases later.   

I am still not sure if it is an issue on PM side.  Seems like it is an issue with Android 14 on OnePlus. Also, the planned end date of the MMS server is today, but OneOkus users experienced the issue as early as end of January. So, it seems the MMS problem is unrelated to this announcement 

 

Kjh875
Good Citizen / Bon Citoyen

Before I switch carriers, just wanted to know if anyone who has had an issue after an unsuccessful APN update, has found resolution to the texting issue? PM customer support basically told me it should work after the APN update. It doesn't! I have a OnePlus Nord 30 Android 14 version. 

 

Thanks 

 

 

HI @mcdougal 

i don't think a complaint is needed.   The APN does not work on some phone because providers cannot support all legacy phones.  Like you cannot do much with an old 2G only phones.   🙂

mcdougal
Good Citizen / Bon Citoyen

Good thinking on the CCTS, Charanth. I'd thought about that too, I'll make a point of it. For now my Oneplus 5T still works with the old APN settings, but I presume it's a matter of time. Sorry to hear that it has indeed stopped working for some.

What really bothers me is that, even going through CS and asking for help from a technician, I cannot get any technical information about what's actually different and why the new APN won't work for some phones.

Kjh875
Good Citizen / Bon Citoyen

Sorry about that. Thanks for your help! 

@Kjh875

please message PM support directly using this link:

**Monitor your Community inbox (envelope icon on top right) after the ticket is opened.  CS Agent will reply to you there

Kjh875
Good Citizen / Bon Citoyen

Did you ever hear back? I can't even reach PM support directly because of their website errors. I have a '23 Oneplus and have lost ability to reply to group texts and text attachments even after APN update. Unbelievable 

CalvinW
Deputy Mayor / Adjoint au Maire

After numerous back and forth between CS Agents and then subsequently forwarded to the technical department, their conclusion is "Network doesn't support your phone, please upgrade your phone". For context, I use a OnePlus 7 Pro, a 2019 phone. If they are dropping support for 5 year old phones, what's the point of upgrading? They will just drop support for my new phone in 5 years. Better to just upgrade my carrier instead... 

charanth1822
Good Citizen / Bon Citoyen

I'd like to take this time to remind everyone of CCTS who PM themselves sends me a text on regularly.

"Unresolved complaint about telecom or residential TV service? CCTS may be able to help. 1-888-221-1687 or www.ccts-cprst.ca."

charanth1822
Good Citizen / Bon Citoyen

Sure, but i can't control how people message me. Especially clients and coworkers who like to send pictures (MMS) of issues they are having. Plus this new set up doesn't even tell them that i didn't get the message.

 

It does change things. As even with the new apn setting many of our devices stopped working.

Yggy
Great Neighbour / Super Voisin

@softech wrote:
 you can make a manual update, here are the old and new settings

You can update the settings, but that won't work for all devices, it didn't work for my Motorola g6. 😞

charanth1822
Good Citizen / Bon Citoyen

I hear Freedom supports OnePlus

charanth1822
Good Citizen / Bon Citoyen

I think you are about to loose a bunch of customers... 
I've lost track of how long I've been with Public Mobile, since before i was father and my son just had his 10th birthday. This move is seriously making me reconsider.

For reference my one plus was bought in Canada, is a 2020 model and OS was updated as recently as last month with some security patch.

CalvinW
Deputy Mayor / Adjoint au Maire

This is ridiculous. MMS on my OnePlus 7 Pro stopped working all of a sudden. Dropping support on a 2019 device is absurd... 

mcdougal
Good Citizen / Bon Citoyen

Thanks @keepasa, that's super good info, even if it only adds to my confusion 🙂

I'm running Ubuntu Touch, which is fully linux, not Android or iOS, so I'm even more off-label in my use. But MMS has worked for me up til now and I can't get anything to work with the new settings. I'm sure you'll be fine if the new settings are working for you now. Thanks a lot for posting that.

keepasa
Great Citizen / Super Citoyen

Hi @mcdougal  I also have the Oneplus 5 and my APN settings got auto updated to the new settings.  I'm running android 12 on it currently (3rd party sw since support ended on Android ver 10).  I guess I'll have to wait til Feb 14-15 to verify if NMS continues to work.

mcdougal
Good Citizen / Bon Citoyen

Thanks for passing that on, Zula. Bad news, but better to know. If your Oneplus 11 won't work I don't have a lot of hope for my Oneplus 5T. I'd love to hear from users of other modern phones from more brands that're more common in North America but which aren't on the list of approved devices. How are Pixel 3 users or Samsung S20 and S21 users faring?

I called Telus today (and learned we're not supposed to do that). While the fellow I talked to directed me toward publicmobile.ca, he was good enough to talk to me a bit. He said he's very familiar with this issue, but said he thinks it's "a crazy email" and that it won't necessarily be the case that we can't keep our existing APNs. I'm really unconvinced by this, but thought I should pass it on. The date for Telus and Koodo is Feb 7 rather than our Feb 14, I dunno why. Maybe we'll be able to learn something from those users' experience after the 7th, given it's all the same overarching company and network.

Zula
Good Citizen / Bon Citoyen

Here's my response from Escalation:

Zula_0-1707175406193.png

 

Zula
Good Citizen / Bon Citoyen

Nothing from PM CS yet. So far their only solution was to switch from my phone to one on their "supported" list so I'm not optimistic...

mcdougal
Good Citizen / Bon Citoyen

When you hear back from a supervisor, please let us know. There're many Oneplus users. I've had no problem on Public Mobile til now (have been thrilled to have found such good value and really pleasantly surprised with things like gifted data, indefinite rollovers, etc). But I too am gone if they cancel service for Oneplus, and the sooner I could know the better. Was hoping we might hear back from @J_PM 

Zula
Good Citizen / Bon Citoyen

@softech my ticket's been escalated to a supervisor, so maybe I'll get someone in CS that is more knowledgeable. 

@Zula yes, have agent to confirm on the system.  There was another customer updated with new APN, but agent still sees the phone trying to access the old server.  Maybe they can tell what was wrkng 

Zula
Good Citizen / Bon Citoyen

@computergeek541 I deleted the old one in my attempts to troubleshoot, so there's no other APN settings for the phone to even accidentally look to.

Need Help? Let's chat.