Forum Discussion
NEED HELP - Ported from Verizon and unable to receive any SMS texts from Verizon phones, all else fine
Six weeks ago I switched 4 phone numbers from Verizon to T-Mobile and purchased 4 new phones. While the other 3 work fine, mine has a very specific issue that no one has been able to resolve.
I can call and text phones on all carriers with no issue.
I can receive calls and MMS texts from all carriers with no issue. This includes sending photos and group messages.
I can receive SMS texts from all carriers, however I cannot receive SMS texts from any Verizon phone. If a Verizon user texts me even one word, it is not received. To make it worse, the sender does not know it was not received, and I do not know that they tried to send me something. It is a business line that I've had for over 20 years and I now have pissed off customers and am missing out on potential new business.
I have made dozens of calls to T-Mobile and Verizon tech support, and completed all the triage and troubleshooting steps, including:
New SIM cards (physical and E-sim), and switching to different phones.
Performed network and factory phone resets.
T-Mobile preformed a rebroadcast (re-port).
It is not a device issue and does not make a difference whether using Android or Apple phones.
I have traveled to different states and the issue exists everywhere. It is not related to towers, roaming, 5G coverage, etc.
Both T-Mobile and Verizon tech support say that the ports were completed successfully. Naturally each points the finger at the other.
Getting past the first tier of support with either company has been challenging and frustrating. This is way beyond a customer service rep going through a checklist of easy fixes. I have gotten to higher level tech support and opened multiple trouble tickets with both carriers, and yet no one ever contacts me with any solutions.
No one has been able to determine exactly where in the normal process of a message being sent from the Verizon network and received by the T-Mobile that it is breaking down or getting hung up. I would think this would be key to figuring out what is wrong.
I have just filed a formal complaint with the FCC. Unfortunately I did not do this weeks ago. I have zero confidence that it will lead to any resolution anyway.
At this point, I cannot wait any longer while the issue continues, and I lose business.
Please is there anyone who has experience with this exact issue and can help? Thank you very much!
I had an issue with text messaging after porting from Verizon. The app I have is "Messages" by Google, and I solved my issue by opening the text message app, going to "Messages settings", clicking on "Advanced", and at the bottom correcting the "phone number".
When I ported over from Verizon, T-Mobile assigned a temporary number to create my account, and then ported my number over. This caused the temp number to be assigned in the text message app which caused errors receiving messages from some people, even though others could still send me a text message.
Maybe your issue is similar. Check all the settings in your text message app to see if anything might be wrong.
Did you get a resolution? I am having the SAME issue and it's been a nightmare with their support.
I did finally get resolution. It took filing a formal complaint with the FCC: https://consumercomplaints.fcc.gov/hc/en-us. Within two business days, I was contacted by a person with the T-Mobile Executive Response Team. He confirmed that all the normal troubleshooting had already been attempted. Then we did some test texts from a couple Verizon phones and an engineer was able to track down the issue. I'm not sure exactly what it was, but once the issue got elevated to the right people, it was fixed satisfactorily.
My advice: First go through the process of normal troubleshooting, but if the issue persists, don't hesitate to file a complaint with the FCC to get it elevated to a higher level with engineer involvement. Worked for me.
Have you tried taking you simcard out of your phone and check to see if sms comes through? If so it's the sim card.
Also try contacting Tmobile support using messenger on one of tmobile's social media platforms like Facebook or Twitter, they are a higher tier of support.
Thanks for your reply gramps28.
Yes I have tried multiple new SIM cards and also switching SIM cards to different phones. The issue persists regardless of the phone or the SIM card used. It must be related to either the T-Mobile or Verizon message centers, or how they talk to each other.
I am not a Facebook or Twitter user, but appreciate the idea and will see if there is another way to contact them.
Live chat is an option. Go to the support tab below this post, click it and go to the contact us section. If live chat is available a window will open.
I have tried the Live Chat. Challenge was not being able to explain the issue and attempted resolutions with any specificity and keep it within the limited space available. Also have multiples calls with the Tech Support line (useless beyond the basics), the Number Transfer Center and the Porting Department. They can read the canned responses that come up on their computer screens, but so far no one actually has had any working knowledge of the situation or what to do to resolve it.
Try live chat again and link this thread.
👍 will try that, thanks
If you don't want to do social media, YouTube may be an option if you're open to it.
