topic Re: Can't send SMS to short code number in Mobile Services

Can't send SMS to short code number

andykb3 — Tue, 23 Mar 2021 13:56:44 GMT

I'm trying to send a message to a short code number (83070 - it's a competition line) but it doesn't send - any ideas what might be the cause?

I am aware there is a charge to send to these numbers (, but I have sent to this number before without issue (same phone and contract), and I don't have a spending cap in place

Samsung Galaxy Note 10+ with the latest software

Re: Can't send SMS to short code number

Chris_B — Tue, 23 Mar 2021 14:03:34 GMT

@andykb3 Log into the my EE app and make sure premium rate numbers is enabled you’ll find this under Settings/Restrictions it’s titled call abroad and premium rate numbers.

Re: Can't send SMS to short code number

XRaySpeX — Tue, 23 Mar 2021 14:29:27 GMT

@andykb3 : Are you on contract or PAYG?

Re: Can't send SMS to short code number

andykb3 — Wed, 24 Mar 2021 10:07:43 GMT

Contract. And it's all paid and up to date.

I've checked my account on the ee portal and can't see any reason for the issue.

Re: Can't send SMS to short code number

andykb3 — Wed, 24 Mar 2021 10:11:06 GMT

Premium rate numbers are allowed in the portal (its set to full access)

Re: Can't send SMS to short code number

Christopher_G — Wed, 24 Mar 2021 13:11:02 GMT

Hi @andyk3

Could you try disabling and re-enabling premium calls in your My EE account please?

Chris

Re: Can't send SMS to short code number

andykb3 — Fri, 26 Mar 2021 12:41:57 GMT

Actually, I' not sure it's an EE issue.

On a hunch I decided to send a message to a different short code (also premium rate), and it worked, so maybe it's an issue with the specific short code.

That said, I can't find any reference to anyone else having the same issue with 83070. I have also tried reformatting the message in case that was causing an issue, but nothing has worked so far. It's a competition line, so the format etc of the text are both innocuous and pretty standard anyway.

I also successfully entered the competition in previous months without issue (same number, but different answers, obviously).

However, I have just disabled premium numbers on my account, and will re-enable tomorrow to see if it does help.

Thanks

Andy

Re: Can't send SMS to short code number

Christopher_G — Fri, 26 Mar 2021 13:02:17 GMT

Thanks for the update, @andykb3.

Keep us posted on what happens.

Chris

Re: Can't send SMS to short code number

musiclover — Tue, 06 Apr 2021 08:35:23 GMT

Was this ever resolved? I ask as I was having the same issue as you for the last Empire magazine competition and continue to do so. Just wondered if you had an answer! lol

Re: Can't send SMS to short code number

Leanne_T — Tue, 06 Apr 2021 09:44:58 GMT

Morning @musiclover

Thanks for coming to the community.

Do you have a pay as you go or pay monthly account?

Speak soon 🙂

Leanne.

Re: Can't send SMS to short code number

musiclover — Tue, 06 Apr 2021 09:55:12 GMT

Hi @Leanne_T

I have a Pay Monthly account.

Thanks,

Mark

Re: Can't send SMS to short code number

Leanne_T — Tue, 06 Apr 2021 09:56:03 GMT

Thanks @musiclover

Could you try texting UNBAR to 150, do you get a reply to let you know the bar has been removed?

Leanne 🙂

Re: Can't send SMS to short code number

musiclover — Tue, 06 Apr 2021 09:58:42 GMT

Thanks @Leanne_T

Have tried that just now and received the following:

'You don't have a third party bar on your account, which means you can purchase third party services'

Re: Can't send SMS to short code number

Leanne_T — Tue, 06 Apr 2021 10:04:33 GMT

Thanks for trying @musiclover

If you log in to My EE and go to Manage My Device > Spend Caps, do you currently have a Spend Cap set up?

Thanks 🙂

Leanne.

Re: Can't send SMS to short code number

musiclover — Tue, 06 Apr 2021 10:07:17 GMT

I know for a fact I don't @Leanne_T as I can text other numbers of the same ilk and they go through fine

Re: Can't send SMS to short code number

Leanne_T — Tue, 06 Apr 2021 10:09:31 GMT

The numbers you text are they chargeable short codes @musiclover?

Did you get an error message when you sent the text to enter the competition?

Thanks 🙂

Leanne.

Re: Can't send SMS to short code number

musiclover — Tue, 06 Apr 2021 10:13:09 GMT

Yes they are chargeable texts @Leanne_T both the ones that fail and the others I can get through okay.

When the text fails I get the message 'Not sent, tap to try again'. Which I can continue to do with no success.

Re: Can't send SMS to short code number

Leanne_T — Tue, 06 Apr 2021 10:25:34 GMT

I see @musiclover

Are you connected to WiFi when the message fails?

Do you have the same happen with any other texts or just chargeable ones that you try and send?

Thanks 🙂

Leanne.

Re: Can't send SMS to short code number

musiclover — Tue, 06 Apr 2021 10:29:28 GMT

Yep, connected to WiFi @Leanne_T and no, this is the only number this occurs with.

Also only started happening a month or so ago, prior to that I could text it with no issues.

Re: Can't send SMS to short code number

Leanne_T — Tue, 06 Apr 2021 10:31:39 GMT

Thanks @musiclover

Could you try disconnecting from WiFi and see if the message sends?

If this still does not send we will need to get this looked into further, if you can give us a call on 150 our Tech Gurus will run through some troubleshooting with you.

Thanks 🙂

Leanne.