topic Re: Mobile not receiving texts in Mobile Services

Mobile not receiving texts

ktjones — Tue, 28 Jun 2022 14:46:49 GMT

Hi, my mobile is receiving texts from EE numbers but not from other networks.

Re: Mobile not receiving texts

Northerner — Tue, 28 Jun 2022 16:07:10 GMT

Hi @ktjones

Is this from a specific number or all numbers?

Are you on EE PAYG or pay monthly contract?

Thanks

Re: Mobile not receiving texts

Christopher_G — Tue, 28 Jun 2022 16:37:07 GMT

Hi @ktjones

Welcome to the community.

How long have you had this problem? Are you in the UK?

Have you tried restarting your device?

Chris

Re: Mobile not receiving texts

ktjones — Wed, 29 Jun 2022 08:08:18 GMT

Thank you. Started on Monday and yes we are in the UK.

The mobile handset has been restarted

Re: Mobile not receiving texts

ktjones — Wed, 29 Jun 2022 08:09:08 GMT

The phone is on contract and is receiving texts from other EE numbers but not from other networks

Re: Mobile not receiving texts

Leanne_T — Wed, 29 Jun 2022 09:37:01 GMT

Hi @ktjones

Can you receive calls from these numbers?

Which model phone are you using?

Leanne 🙂

Re: Mobile not receiving texts

ktjones — Wed, 29 Jun 2022 09:50:14 GMT

Yes can receive calls, the model is Samsung Galaxy A3 (2017)

Re: Mobile not receiving texts

Leanne_T — Wed, 29 Jun 2022 09:54:34 GMT

Thanks @ktjones

Can you try clearing the cache and data for the messaging app, this will be within settings then applications.

If this does not work, please give us a call on 150 and the team will run through some troubleshooting with you 🙂

Leanne.

Re: Mobile not receiving texts

ktjones — Wed, 29 Jun 2022 12:41:27 GMT

My colleague has called EE but spoke to a very rude person who just kept repeating the text messages are not being received by EE. When my colleague asked what's the solution to that he said 'how can i give you a solution to something when there are no messages to see'

Re: Mobile not receiving texts

Leanne_T — Wed, 29 Jun 2022 12:43:43 GMT

Hi @ktjones

I am sorry to hear this.

Are you able to try your SIM card in another phone?

If you can try this and see if the texts are showing and let me know that would be great.

Leanne 🙂

Re: Mobile not receiving texts

ktjones — Wed, 29 Jun 2022 12:45:40 GMT

Sorry we are not able to do this. Is there another solution?

We are a recruitment company and this is one of the main ways we contact to our candidates.

Re: Mobile not receiving texts

ktjones — Wed, 29 Jun 2022 12:47:22 GMT

No we haven't and my colleague has spoken to a very rude and unhelpful person at EE

Re: Mobile not receiving texts

ms31mp — Wed, 29 Jun 2022 12:48:43 GMT

I see there are quite a few other people with this issue as well. Seems like EE are having problems and with their customer service!

Re: Mobile not receiving texts

Leanne_T — Wed, 29 Jun 2022 13:06:35 GMT

Hi everyone.

I would suggest giving us a call on 150 or 0800 079 8586 and our customer care team can run through some troubleshooting and help you all get this resolved.

Please try us again @ktjones and the team will do there best to help.

Leanne 🙂

Re: Mobile not receiving texts

ktjones — Wed, 29 Jun 2022 13:10:13 GMT

We have called multiple times and wasted so much time over the last few days calling Customer Services and getting no where. We are a very busy recruitment company and do not have enough hours in the day to keep calling customer services and getting the kind of "help" we received today.

Re: Mobile not receiving texts

Leanne_T — Wed, 29 Jun 2022 13:12:36 GMT

Hi @ktjones

I'm sorry we have no account access on the community and this would need looked into for you.

If you get a chance, please try us again.

Leanne.

Re: Mobile not receiving texts

429464fml — Wed, 29 Jun 2022 13:13:46 GMT

Hello , I am also having the same problem , I can send sms to Turkey but unable to receive any.

Re: Mobile not receiving texts

ktjones — Wed, 29 Jun 2022 13:15:13 GMT

With other people experiencing the same problem. Can you not check so see if there is a problem with the EE network?

Re: Mobile not receiving texts

Leanne_T — Wed, 29 Jun 2022 13:22:04 GMT

Hi @429464fml

How long has this been happening?

Can you receive all other texts?

Can you receive calls from the numbers?

Thanks.

Leanne.

Re: Mobile not receiving texts

Leanne_T — Wed, 29 Jun 2022 13:23:04 GMT

Hi @ktjones

Our customer care team can check the area and run some further troubleshooting for you.

Leanne.