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Extremely_Frust
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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 numbersfrom Verizon to T-Mobile and purchased 4 new phones. While the other 3 workfine, 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 receivecalls and MMS texts from all carriers with no issue. This includes sending photos and group messages. I can receiveSMS 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 notmake 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 multipletroubletickets 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 notdo this weeks ago. Ihave zeroconfidence 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 thereanyone who has experience with this exact issue and can help? Thank you very much!2KViews2likes21ComentariosRe: NEED HELP - Ported from Verizon and unable to receive any SMS texts from Verizon phones, all else fine
I did finally get resolution. It took filing a formal complaint with the FCC:https://consumercomplaints.fcc.gov/hc/en-us. Within two businessdays, 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 engineerwas 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'thesitate to file a complaint with the FCC to get it elevated to a higher level with engineer involvement. Worked for me.7Visto1like0Comentarios