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SMC
Occasional Contributor
Occasional Contributor

Unable to send text message/SMS

I recently upgraded one of the mobiles I have on SIM only plan to a plan with > data allowance. I know that plan is now active. Since being activated, we can no longer send and receive SMS's on that phone (Samsung S10). I work in tech so think I have well honed trouble shooting capability. What we've tried and what works:

1. Take SIM out of Samsung Android and put into an iPhone. SMS Works!

2. Take another Optus SIM (ie a different phone number) and place in the Samsung phone. SMS Works!

3. Totally reset phone to base. SMS does NOT work 😞

4. Thinking it's a SIM issue, head to the Optus store, pick up a replacement SIM, activate it and put into the Samsung phone. Again SMS does NOT work 😞

 

Optus Tech support are advising "wait 4 hours to check new SIM activates" well I'd contend it is activated as we can make and receive calls on it. So the only thing I can think of is that somehow the new plan activation has causd a glitch on the back end configration and effectively blocking all incoming and outgoing SMS's. Can't seem to get past Optus Level 1/2 support. Has anyone seen this before. Any suggestions as to how to fix?

 

Thanks,

Steve 

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15 Replies
Jeneral__Pain
Trusted Contributor
Trusted Contributor

Re: Unable to send text message/SMS

You've proven the fault directly relates to the device itself, so this would suggest it's something to do with the device configuration.

 

Have you checked the SMSC Number is correct in your S10?

 

What if you force the phone to 3G only, does SMS start working?

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SMC
Occasional Contributor
Occasional Contributor

Re: Unable to send text message/SMS

Thanks for reponse but no it's not hardware as the phone WILL send and receive SMS with another Optus SIM/Phone number. ie. It seems to be tied to the phone number configuration NOT the device.

 

Yes have tried dropping back to 3G & SMSC number and the all the usual SMS troubleshooting as per Optus recommended play book. Hence I'm leaning toward back end network configuration and not the device but not getting the right level support from Optus. 

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SMC
Occasional Contributor
Occasional Contributor

Re: Unable to send text message/SMS

So as suspected, this was a back end phone number configuration. The phone number had been blocked to send / receive SMS. Re-ordering failed to re-activate. Eventually a cluey Optus Customer Service persone tried de-activating and then re-activating. Only then did the orchestration work and SMS capability returned to normal.

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Keld
New Contributor
New Contributor

Re: Unable to send text message/SMS

I have the same problem and can't even get the technicians to try what worked for you!

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Ray_YC
Online Community Manager
Online Community Manager

Re: Unable to send text message/SMS

Hi there Keld,

It's fairly straight forward to de-activate and then re-activate the SMS provisioning so I'm not sure why the technician didn't do this?

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LozzieWhyte
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New Contributor

Re: Unable to send text message/SMS

I too am having the same issue, have upgraded to a new iPhone as the technicians thought is must be a hardware issue.
How do I get Optus to deactivate and reactivate SMS? Every time I ask, they tell me to go get another eSim from the Optus store!
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SMC
Occasional Contributor
Occasional Contributor

Re: Unable to send text message/SMS

I insisted that they put me through to level 3 support. I also let them know that I worked in the industry and knew how to troubleshoot. Unfortunately u have to get through the level 1 “read the script” with no capacity to think outside the square...
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Snappy_Mat
Occasional Contributor
Occasional Contributor

Re: Unable to send text message/SMS

Same problem. I even sent this link to the chat to assist. Been told escalated to technical team to take 24-72 hours to resolve.
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SMC
Occasional Contributor
Occasional Contributor

Re: Unable to send text message/SMS

I'd try the social media escalation path too - refer post above