topic Re: Difficulty receiving text messages in Mobile Services

Difficulty receiving text messages

Stephen_22 — Tue, 18 Feb 2025 12:00:10 GMT

"I am experiencing difficulties receiving text messages on my EE eSIM. I can make and receive calls, but unfortunately, I am unable to receive text messages. Initially, everything was working fine—I could send and receive text messages—but after about 24 hours, it stopped. Now, I can no longer receive text messages. This is particularly challenging because I need to receive security codes via SMS for various setups on my new phone. Please help!"

Re: Difficulty receiving text messages

bristolian — Tue, 18 Feb 2025 13:17:49 GMT

Does your phone show coverage indicators? Can you make & receive calls? Can you send text messages? What happens if you send a message to yourself? Are you in the UK or abroad?

Re: Difficulty receiving text messages

Stephen_22 — Tue, 18 Feb 2025 13:37:43 GMT

Yes, my phone shows coverage indicators. I can make calls and I can receive calls. I can send messages but I can't receive. I am in UK

Thank you

Re: Difficulty receiving text messages

bristolian — Tue, 18 Feb 2025 14:01:03 GMT

What happens if you send a message to yourself?

How about if you send a message NUMBER to 150?

Re: Difficulty receiving text messages

Stephen_22 — Tue, 18 Feb 2025 14:29:30 GMT

If I send a message to myself. I do receive the message.

Re: Difficulty receiving text messages

Stephen_22 — Tue, 18 Feb 2025 14:32:24 GMT

I have sent a message NUMBER to 150.

Re: Difficulty receiving text messages

bristolian — Tue, 18 Feb 2025 14:34:40 GMT

FYI you have a short time after posting to edit, negating the need for multiple short replies.

If you've received your own message, then your issue seems to be with particular senders rather than a general inability to receive. Can you identify any pattern to this - perhaps certain networks? Certain people? Automated senders?

Re: Difficulty receiving text messages

Stephen_22 — Tue, 18 Feb 2025 14:47:52 GMT

I can't identify any pattern. All verification codes for my app activation, I can't receive any.

Re: Difficulty receiving text messages

Peter_W — Tue, 18 Feb 2025 15:50:00 GMT

Hey @Stephen_22, thanks for reaching out to us about this 😊

Is it just these verification messages that seem to be affected here, or are you not getting texts from your regular contacts too?

What happened when you tried NUMBER to 150 like @bristolian mentioned too?

Peter

Re: Difficulty receiving text messages

Stephen_22 — Tue, 18 Feb 2025 16:03:53 GMT

I am not getting texts from my regular contacts too.

I tried sending the number to 150, but I'm not sure if it went through.

If i send messages to other people they received but I can't receive theirs

Re: Difficulty receiving text messages

Peter_W — Tue, 18 Feb 2025 16:15:00 GMT

Thanks @Stephen_22, what model of phone are you using here?

Peter

Re: Difficulty receiving text messages

Stephen_22 — Tue, 18 Feb 2025 16:30:18 GMT

It's a new phone.

Samsung S25 ultra

Re: Difficulty receiving text messages

Alex_H — Tue, 18 Feb 2025 16:51:56 GMT

@Stephen_22 Have you moved from an iPhone to the Samsung S25 Ultra, or was it another android?

Has the phone been restarted since the issue began?

Alex

Re: Difficulty receiving text messages

Stephen_22 — Tue, 18 Feb 2025 17:12:14 GMT

Another Android. No , the phone has not been restricted.

Re: Difficulty receiving text messages

Alex_H — Tue, 18 Feb 2025 18:06:56 GMT

@Stephen_22 Thanks for confirming, though just to clarify my last message was asking about it being restarted, i.e. turning off and on, just to make sure that step has been done.

You can try quickly logging off and back on the EE network to see if this helps to resolve your issue.

To do so go to Settings> Connections> Mobile networks> Network operators> Turn off automatic> Tap to join a network other than EE. Leave it disconnected from EE for a couple of mins then turn it back to automatic to re-join EE and test a text.

If you still have the previous phone, try popping the SIM in and test that the texts work ok in that one to help rule out any SIM/account issues as the cause.

Alex

Re: Difficulty receiving text messages

Stephen_22 — Wed, 19 Feb 2025 01:24:07 GMT

Yes. I have restarted the phone several times. I have also logged off and backroom EE network following the steps you provided but it's not working yet.

I still have my previous phone but the sim i am using now is an E-sim . So I can't popp it in .

Re: Difficulty receiving text messages

Ali_A — Wed, 19 Feb 2025 10:31:53 GMT

@Stephen_22

Thanks for trying.

At this stage you'll need to contact Customer Service on 150 where the technical team can refresh your connection, or raise a ticket to investigate why your SMS are not coming through and have this fixed for you.

Ali

Re: Difficulty receiving text messages

Stephen_22 — Wed, 19 Feb 2025 11:11:13 GMT

I have done that but its directing me to use the link sent on via SMS on phone. Unfortunately I can't receive any text messages. The issue i want to complain.

Re: Difficulty receiving text messages

Ali_A — Wed, 19 Feb 2025 12:11:06 GMT

@Stephen_22

When you call 150, you can press option 2 as the first selection and it will go through traditional IVR rather than the visual text message menu.

Ali

Re: Difficulty receiving text messages

Stephen_22 — Wed, 19 Feb 2025 12:16:27 GMT

That's the option I choose but is not directing me to speak with any of the customer rep

Please can you outline the steps for me

Thank you