topic Re: Not receiving text messages in Mobile Services

Not receiving text messages

Carrie50 — Wed, 23 Jul 2025 07:32:33 GMT

I haven’t received a single text message since April 26th. I only realized this when I needed a verification code sent to my mobile and did not receive the text message. I think there is a problem with my account.

Re: Not receiving text messages

XRaySpeX — Wed, 23 Jul 2025 07:36:42 GMT

@Carrie50 : Are you on contract or PAYG?

Is everything else working? Just receive texts not?

Re: Not receiving text messages

bristolian — Wed, 23 Jul 2025 07:37:46 GMT

Try sending a text message to yourself - does it send? And do you receive it?

Try texting NUMBER to 150 - do you receive a response?

Re: Not receiving text messages

Carrie50 — Wed, 23 Jul 2025 08:28:37 GMT

I can send text message to 150 but failed to send to myself. Thanks.

Re: Not receiving text messages

Carrie50 — Wed, 23 Jul 2025 08:30:02 GMT

I am on PAYG.

Everything is fine except receiving text messages. Thanks.

Re: Not receiving text messages

Ritu_D — Wed, 23 Jul 2025 08:53:01 GMT

Good morning @Carrie50

Thanks for reaching out to us here on the community.

Thanks for confirming you can text 150, do you see a error message when you try texting yourself?

What phone are you using?

Ritu

Re: Not receiving text messages

bristolian — Wed, 23 Jul 2025 08:55:16 GMT

@Carrie50 wrote:
I can send text message to 150 but failed to send to myself. Thanks.

Not sure whether this means the message failed to send? Or whether it means that the message has sent, but failed to arrive?

In either case, your symptoms could be consistent with a PAYG line that's been hibernated due to non-usage. Read the following help-page, do the timelines fit?

https://community.ee.co.uk/t5/Pay-as-you-go/What-is-pay-as-you-go-and-flex-hibernation-and-how-do-I-stop-it/td-p/1198642

Re: Not receiving text messages

Carrie50 — Wed, 23 Jul 2025 09:09:40 GMT

Yes, I can see a error message.

I am using iPhone. Thanks.

Re: Not receiving text messages

Carrie50 — Wed, 23 Jul 2025 09:12:37 GMT

I am under subscription plan. I renew my plan monthly so I think it is not about the hibernation? Thanks.

Re: Not receiving text messages

bristolian — Wed, 23 Jul 2025 09:18:34 GMT

@Carrie50 wrote:
I am under subscription plan. I renew my plan monthly so I think it is not about the hibernation?

You mentioned in your post of 9.30am today that "I am on PAYG".

Having a monthly add-on, if that's what you mean, is still PAYG - regardless of how often or regularly you top-up. Pay-monthly is generally taken to mean having a monthly billed contract with a minimum term.

If you're on PAYG, recheck the timelines in the hibernation link as it absolutely could be the reason for your problem. If you're getting a bill each month, please confirm.

Re: Not receiving text messages

Ritu_D — Wed, 23 Jul 2025 09:37:04 GMT

As Bristolian has mentioned, when was the last time you used your sim card? Just to ensure it hasn't gone into hibernation.

Could you try turning iMessages off to see if this text issue is related to sms or iMessage.

You can turn them off by going to settings > messages > iMessage's > toggle this off.

Could you also check if your phone is on the latest software please.

Once you have done this please try sending yourself a text message and see if this works.

Ritu

Re: Not receiving text messages

Carrie50 — Wed, 23 Jul 2025 10:24:31 GMT

I use my SIM card everyday.

I have turned off the iMessage and my software is the latest version. It still doesn’t work.

Thanks.

Re: Not receiving text messages

Ritu_D — Wed, 23 Jul 2025 10:32:01 GMT

Thanks for giving that a go @Carrie50

As I don't have account access here on the community, I would suggest you Contact Us to speak with one of our tech guides. They will be able to go through some steps to get this resolved for you.

Thanks

Ritu

Re: Not receiving text messages

Carrie50 — Wed, 23 Jul 2025 10:42:51 GMT

I will contact the team.

Thank you.

Re: Not receiving text messages

Ritu_D — Wed, 23 Jul 2025 10:44:28 GMT

You are very welcome @Carrie50

Let me know how you get on after speaking with the tech guides.

Take care

Ritu