Can't send text messages on iPhone 7 Plus

[KennyTKO]

Hi @Shazia_K,

I'm posting this on behalf of my uncle whom is having issues trying to send text messages on his new phone. He is an existing customer and bought a new phone that was originally locked to Fido and was later unlocked by Fido. He swapped in his current sim card in to the new iPhone and everything seems to be working fine whether it may be sending/receiving calls, using data, however when it comes to text messages it seems that he is able to receive text messages but has had no luck with sending them. He has spoke with the specialists at both Fido and Apple, and they've tried everything but have had no luck at all. They concluded that it is not a hardware issue as they are able to send texts with sim cards of other service providers inserted without any issues, and that it may be do to a faulty sim card or issues on the side of Public Mobile. I've provided details of the phone below and have inboxed you his personal information.

Device: iPhone 7 Plus

Colour: White

Capacity: 128 GB

Version: 10.2.1 (14D27)

Carrier: Public Mobile 27.0

Model: MN4Q2VC/A

Any help would be greatly appreciated.

Thanks,

Ken

[NoelJoseph]

Hi can u help me out as well i cant send text messeges 

[NoelJoseph]

Hi i need some help as well with issue 

[Iasshjy]

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[Shazia_K]

Hello @KennyTKO,

Awesome! I am glad to help! 😄

Cheers, 

Shazia

[KennyTKO]

@Shazia_K

Whatever you did, it seems to have worked! He is able to send texts on the iPhone now. Thank you so much for all your efforts and assistance. It is very much appreciated!

-Ken

[Shazia_K · Accepted solution]

@KennyTKO, 

Nice, can you try and put the SIM card back in the iPhone? I have made some changes here! please power cycle the phone as well.

[KennyTKO]

@Shazia_K

Yes, I can confirm that he sent text messages. That is because he is now using his old Android phone in the meantime until the problem is fixed so he can text on the iPhone. So yes, texts were sent from his old phone.

[Shazia_K]

Hello @KennyTKO,

Sure, I see that there is usage, apparently there is a few text messages sent since yesterday? can you confirm?

Thanks,

Shazia

[KennyTKO]

@Shazia_K

The technician at Apple was extremely helpful and had tried all the troubleshooting methods you mentioned but had no luck. However, another important piece of information I forgot to mention was that he went back to the Apple store and the technician there tried to insert the sim card in other iPhones and the issue continues to persist; he is not able to send texts from that sim card on any iPhone, regardless of the model. But when he puts in sim cards from other service providers in his own phone, he is able to text.

So based on this information, I think we can conclude that it is not a hardware issue, but is an issue on the side of Public Mobile, whether it may be a faulty sim card or some service issues, etc.

Let me know what you think.

Thanks,

Ken

[KennyTKO]

I don't think that applies to him in this case as he was coming from Android phones and this is his first ever iPhone so he has never set up iMessage before. Thanks for your input though! Much appreciated

[poutinecity]

Did you disable iMessage on the old phone before taking out the SIM card?  That could definitely be a factor.

[Shazia_K]

@KennyTKO, 

Can you also restore the iPhone in iTunes? 

Connect the phone to iTunes, and then there is a restore option he will see when he clicks on the phone icon. 

[Shazia_K]

@KennyTKO, 

You're welcome! 

Here are some things to try: 

-Power cycle the phone

-Make sure IOS is updated

-Make sure iMessage is turned off

Let me know. 

Shazia

[KennyTKO]

OK, I have inboxed you the IMEI number.

Thanks for the quick reply!

[Shazia_K]

Hello @KennyTKO, 

Thank you for reaching out to us, 

I'm sorry to hear about the issue your uncle has been having with his texts. 

I am looking into this for you but I would need for you to send me the IMEI number. 

Thanks,

Shazia