topic Re: Messages randomly not received in Mobile Services

Messages randomly not received

Stewardbris — Tue, 27 Jun 2023 16:35:18 GMT

Hello,

I’m having messages randomly not received - both from me and to me, Android, iMessage and sms. I have an iPhone12

Tried all the usual things, eg disable iMessage, restart, but several users have shown me screenshots of these occasional, seemingly random messages that never turn up despite showing as “delivered”

Re: Messages randomly not received

bristolian — Tue, 27 Jun 2023 16:52:25 GMT

iMessage and other apps which just use the internet - so EE's involvement is limited to providing your phone with an internet connection. Are you able to access the internet, browser webpages and use others apps?

Text messages use the mobile network and EE can potentially assist there. If you send a text to yourself, does it arrive promptly? Is there any pattern to the messages that are delayed arriving on your phone - particular senders or networks, for example?

Re: Messages randomly not received

Stewardbris — Thu, 29 Jun 2023 06:02:44 GMT

Thanks for replying. Sadly, it is very random:

- about 1% of messages are *never* received

- both sms and iMessage

- happens on 4G and also wifi networks

- messages either side of missing ones received normally

- almost never have problems with internet connection

- problem never happens on third party messaging services such as WhatsApp and Signal - messages always received on the latter instantly

- turning off mobile data and WiFi normally delays receipt of sms, but are then received when I reconnect. This is different to the 1% of messages that *permanently* go missing

Re: Messages randomly not received

James_B — Thu, 29 Jun 2023 07:16:29 GMT

Hi @Stewardbris,

It sounds like you're experiencing two different issues - iMessages (which use your mobile data/WiFi connection) and standard SMS.

You mentioned turning off mobile data and WiFi, do you turn them off regularly? For a consistent messaging experience, it's best to leave them switched on.

James

Re: Messages randomly not received

Stewardbris — Fri, 30 Jun 2023 13:11:50 GMT

Thanks - yes as these two message types use different protocols, yet I have the same issue with both.

Turning off all data and WiFi was a one-off attempt to see if messages disappear when they are turned off. In this occasion, they were delivered as soon as the phone was reconnected. So doesn’t seem to be related to the problem that is affecting this 1% of messages.

Do I need to visit a store for further investigation re. the disappearing sms’s?

Re: Messages randomly not received

Christopher_G — Sat, 01 Jul 2023 07:14:37 GMT

Hi @Stewardbris

Could you restart your phone this morning please and re-test?

Chris