SMS and imessage stop working

[KMH]

Hi 
I switched my daughter’s line from Rogers to PM last night. After the transfer, a phone call works. However, her SMS and iMessage no longer work. I have gone through several articles (reset network, reboot, turn on//off I message, check APN, etc.) in the forum, but no luck. Tried to register her number through I message without success. Imessage is spinning since last night. Please help to to restore her SMS and I message. She is at work now and desperately needs SMS for her work.

Thank you,
Khoi

[computergeek541]

self solution removed

[KMH]

Hi Everyone

Thanks for your support! PM support has made an update on the SMS backend. My daughter's SMS now works, and iMessage also works.

[RavingRaven]

@KMH 

It's possible that provisioning during activation didn't set up correctly. Ask customer support to reset the account and reprovision the sim card.

If that still doesn't fix it they should check the back end to ensure all services are set up for the account. They may need to remove the SMS services and add it again to the account.

[KMH]

Yes she can call and receive the call. She did replied Yes to Rogers and Rogers confirmed porting was completed. Her Rogers sim card no longer works.

[hTideGnow]

HI @KMH 

Actually, I know the sim itself is not the problem.  Did you try what i suggested about with the device ?  also, make sure you Reset network settings, then try what I suggested above 

[KMH]

Yes I did. 

[KMH]

She used an eSIM, which I Have replaced with a SIM card. I tried the suggestion, but no luck. It's really odd that SMS doesn't work. 

[KMH]

I have replaced her eSIM with a SIM card. Same issue no SMS and iMessage. Only phone call works. I need SMS to work to fix the iMessage. Trying to add her number back to her Apple account, Apple sends MFA to her number via SMS which doesn't work. 😩

[hTideGnow]

hi @CSA_PM 

if OP needs to download esim, OP should not be going into My Account, instead, OP should use the Public Mobile app and go to Account page and choose Purchase sim and select esim. 

but @KMH  , did your daughter try going into Settings, remove phone number and reboot phone?  Then go back to Settings and enter the phone number again, that should resolve the iMessage problem. 

Also, you didn't mention your daughter uses physical or esim.  If she has physical sim, try the sim on another phone and test SMS

[CSA_PM]

Hi @ KMH 

Thank you for your patience .

If the port is completed and there are still issues with iMessage, FaceTime and sms , downloading another esim can help.

You can do that from the online account. Just log into my account go to "Subscriptions & Add-Ons" - at the very bottom of the page it has "Shop Sim Card".

[Phil_Adelphus]

@KMH   Have you checked Settings - Messages - Send & Receive to make sure the phone number is checked and not just email?

[KMH]

Yes her phone line with PM works fine (calls and receives). Rogers sim no longer works and she also received Rogers email confirming her transfer out was completed.

[Dunkman]

@KMH 

Is your daughter phone able to receive phone calls?  

Is her Roger's SIM card/service still working?

Wondering if it is a porting issue. Did she respond "yes" to Roger's port request text?

[KMH]

Thanks for the suggestion!. Turning off Facetime, I message and resetting network was also done last night. I did that twice and left the iMeasage phone to register the number overnight without luck. I also tried to add the number from Apple cloud - didn't help either. Apple tried to send back the MFA but SMS doesn't work on the phone so it didn't help with registration. Its strange that SMS doesn't work while phone call works fine. 

[Chalupa_Batman]

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@KMH wrote:

Hi, yes I did that. IMessage won't take her number. I read Apple article that says SMS needs to work first. Her SMS is not working at the moment.

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Hello @KMH 

Were you able to resolve this?

If not, my advice would have been not only to go into iMessages and turn it off, but also go into FaceTime and turn it off and then go into network settings and reset them and reboot. Then go back into settings and turn on iMessages and FaceTime and reboot one more time.

EDIT:

Make sure that you’re connected to a cellular data or Wi-Fi network. If you're using an iPhone, you need SMS messaging to activate your phone number with iMessage and FaceTime. 
Go to Settings > General > Date & Time and make sure that your time zone is set correctly.

Also make sure the iPhone is up to date on it's software.

[KMH]

Hi, yes I did that. IMessage won't take her number. I read Apple article that says SMS needs to work first. Her SMS is not working at the moment.

[slusagm]

some people need to re-register iMessage after provider change

you need to remove the phone number from the Settings menu.  Then reboot phone and wait an hour.  Last, go back and enter the phone number back in the Settings to register iMessage again.  It might be spinning for awhile, just wait until it register.