Mms not sending IPhone 12

[navila]

My wife and daughter have the same phone and settings.  I am on a chat with public mobile but getting no where.  My wife cannot send mms but my daughter can.  Support has said my wife’s  APN setting is wrong but it matches what my daughter has.  The APN setting only shows for personal hotspot which is set to “isp.mb.com”.  Mms is fully enabled on the phone and looks like a back end issue with my wife’s account.  Does anyone have any suggestions?

edited by computergerek541:  changed the category label (unrelated to discussion about how to use the Community website)

[navila]

Hello everyone,

Just wanted to update everyone that my wife received a call from support and the issue has since been resolved.  We were told that when moving to new provider there seems to be a glitch.   Instead of the "Reset Network Settings" my wife had to use the "Reset all settings". Once she performed that all was working normally.  Obviously with minor inconveniences of some of her settings being reset.  Thanks all for your help.

[hTideGnow]

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@navila wrote:

We have been asking to have her account re-provisisioned, but the support agent mentions not being able to or something along the lines.  I will get my wife to ask again.

In regards to the APN settings, all our IPhones in Cellular Data only show Personal Hotspot APN.  I am attaching a screenshot of my phone which has the same settings as my wife (my phone has no issues).  We tried the Reset Settings in there also with no luck and reset the network settings with no luck and even purchased a new eSIM.

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@CSA_PM @navila 

yes, I  don't see much with the actual APN (the hotspot APN is a different thing) 

[CSA_PM]

Thanks for the update! You’ve done a great job troubleshooting so far.

If the APN section only shows “Personal Hotspot” and not the full MMS fields, that’s expected on most iPhones with eSIM—Apple often restricts manual APN editing.

Since your wife's phone is still showing that MMS isn't working properly, and resets + eSIM replacement didn’t help, we recommend that your wife open a new support ticket and specifically request that the issue be reviewed by the technical team. Mentioning that she has already tried the standard troubleshooting steps will help the agents escalate it more quickly.

[navila]

We have been asking to have her account re-provisisioned, but the support agent mentions not being able to or something along the lines.  I will get my wife to ask again.

In regards to the APN settings, all our IPhones in Cellular Data only show Personal Hotspot APN.  I am attaching a screenshot of my phone which has the same settings as my wife (my phone has no issues).  We tried the Reset Settings in there also with no luck and reset the network settings with no luck and even purchased a new eSIM.

[CSA_PM]

Hello @ navila,

If both devices have identical APN settings and MMS is working on one but not the other, it's possible there’s a provisioning issue on your wife’s line.

Even if the APN settings appear correct, please double-check the following under Cellular > Cellular Data Network (if visible):

APN: isp.mb.com

MMS APN: isp.mb.com

MMSC: http://mmsc.mobility.ca

MMS Proxy: 74.49.0.18

MMS Max Message Size: 1048576

MMS UA Prof URL: (leave blank if not shown)

If these match and the issue persists, the problem may indeed be account-related. Since you're already in touch with support, I recommend asking them to re-provision the MMS feature on your wife's line. Mention that MMS works on a similar setup and that re-provisioning may help resolve the issue.

[softech]

@navila 

I have escalated the issue with PM CS agent.  They will contact you shortly.  Please  monitor your Community inbox , the envelope icon on the top right, or the Messages link after you click on the Avatar on the top right

[navila]

RCS is back activated.  Still same issue with Mms not being enabled.  And now I don’t even have 5G.  It keeps me at LTE even when 5G is on.   Do you have any other suggestions?

[navila]

data and voice works,  but still waiting for RCS activation.  Mms messages seem to still not work but wondering if RCS is needed.  

I tried enabling 5G On and the phone only appears with LTE

[softech]

@navila so, network works ? Voice works and data works? If so, you disabled the correct esim

For the 5G+ problem, make sure you disable power save mode and data saver, and try changing the network mode to 5G 0n

[navila]

And now disabling wifi at home my only gets LTE network when i am getting 5G+.

[navila]

The confusing part is how do determine which is the new eSIM?  In my screenshot  if I try enabling the one that is off the 2 eSIMs flip in order but don’t know which is which.  After rebooting and resetting network settings iMessage seemed to activate fine.  RCS is waiting to be activated so I will wait patiently to see what happens there.  Support is not providing much help and the person didn’t even know what reprovision my account is or doesn’t have proper access to my account.

[softech]

@navila if you purchased the new line, the number is already transferred on it

You just have to toggle off "Turn on this line" for the old esim.  Then reboot the phone, Reset Network Settings. 

Check and make sure the new esim has "Turn on this line" toggled in and also the label showing Primary 

[navila]

We purchased a new eSIM and installed on the phone.  The problem is how does my wife’s number transfer to this new eSIM?  I cannot turn the new line on because it has no number associated with it.

[softech]

@navila 

a quick way is to buy another esim and that usually clear the issue.   (You can ask PM support to reimburse you the $5 esim cost)

first, make sure your PM esim is there and enabled (do not delete).  Then login PM app on the phone, go to Account -> Purchase sim card and choose esim and follow the steps to install the new esim.  

After the new esim installed, disable the old esim.  Make sure the new one is Set as Primary and enabled with "Turn on this line" the try again

if that does not work, reply PM CS agent's reply and ask PM to reprovision your account and that should help

[navila]

Both are using esim. When we try sending picture from iPhone to android user the error is Cannot send message,  mms messaging needs to be enabled to send this message.

[softech]

@navila 

what error did you have?  if you see it undelivered, can you click and hold on the message and then select Send MMS ?

and try swapping phone, put your Wife sim to your daughter's phone and test

[navila]

tried all this prior to posting here and the issue still persists.  

[navila]

Yes we have this enabled.

[SKSuh]

 is MMS Messaging enabled on the iPhone ?

[softech]

@navila 

there is no APN settings for iPhone

first, make sure Carrier Profile is updated.  

Open Settings >  General > About, Look for "Carrier" next to the version number.
Update if prompted: If a new version is available, you'll see a prompt to update.

Then  Reset Network Settings (please note your Wifi and Bluetooth profile will be cleared as well but they can easily add them back after)

go to Settings > General > Transfer or Reset iPhone > Reset > Reset Network Settings.

Make sure MMS Messaging is on

Settings > Messages and ensure that the MMS Messaging toggle is switched to the green "on" position.

And since you are sending MMS and not iMessage, make sure Mobile data is turned on.