Not receiving text messages

[Joannacja3]

I'm receiving normal SMS messages, but since around July I haven't been receiving SMS messages sent to me by one particular business through its business messaging platform, Mogli. They have shown me their records showing the messages as sent. These are important work messages and I've missed work because I haven't received them. Could you check whether business/A2P SMS messages to my number are being blocked or filtered at network level, and whether you can see any failed or rejected SMS deliveries. The issue I would please like you to investigate is SMS from this particular business messaging route/sender.

[Schockwave]

Hello @Joannacja3 ,

Welcome to the community,,

This is a public forum with no account access and we have no idea who you are. I would suggest speaking to customer service as we cannot tell you. I would suggest speaking to the customer service business number, they may be able to help.

[Alex_H · Accepted solution]

Hi @Joannacja3,

Welcome to the EE Community

I would recommend following @Schockwave advice and give our technical team a call, ideally with some recent examples (time and date) of the attempted texts at hand. They will run through some checks on your account and phone and be able to investigate what is happening with the texts.

Alex

[Chris_B]

@Joannacja3  Just want to point out that text messages are never guaranteed to be received or in a timely manner. Text messages for business purposes is crazy especially if you rely on these as important messages.    

[Joannacja3]

Dear Schockwave & Alex_H, thank you for your replies.

Firstly, I just presumed that following the instruction to sign in would be fine to then post my query. 

I will think of ways around it - I phoned 150 earlier, it was automated, but managed  to narrow my query to ‘technical issue’ - it the said they’d run a check in my account & let me know the result. I’ve not heard yet. I’ve emailed them too. 

Thanks again. 

[Joannacja3]

Dear Alex_H &  Schockwave, thank you for your replies.

Firstly, I just presumed that following the instruction to sign in would be fine to then post my query. 

I will think of ways around it - I phoned 150 earlier, it was automated, but managed  to narrow my query to ‘technical issue’ - it the said they’d run a check in my account & let me know the result. I’ve not heard yet. I’ve emailed them too. 

Thanks again. 

[Joannacja3]

Dear Chris_B, 

Thanks for your reply - I know it’s not an ideal way to communicate this sort of thing via text, but it’s what they do. 

Last week I asked them to email or WhatsApp me - apparently they’ve tried phoning me too. 

I have no idea why this one company fail to reach me, when I e ve get spam texts occasionally & everyone else gets through but hopefully EE will respond to my email soon. 

[bristolian]

Whilst it's true to say that SMS come with no time guarantees, the overwhelming majority are delivered promptly and it's generally just as reliable as any internet-based platform. There are also network-level targets which monitor prompt delivery.

In the case of texts from one specific sender not arriving at all, I'd recommend reporting this to CS - but crucially provide a handful of specific timed examples. Those can be escalated for further checks as to the underlying cause - either on-the-call while-you-wait, or by an INC fault reference being raised.

As an aside, EE-CS have no email or WhatsApp contact channels so you'll be waiting a long time for that!