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Unable to send text messages

Hughesy79
Newbie
Posts: 3
Registered: ‎06-05-2020

Unable to send text messages

Recently joined Plusnet mobile and have been unable to send any text messages. Checked over various articles and my message centre number is correct as [Removed].

 

Can anyone assist?

 

Moderators Note: Personal information removed

 

 

9 REPLIES 9
Jane20
Newbie
Posts: 2
Registered: ‎07-05-2020

Re: Unable to send text messages

Hi Hughsey79

I have been with plusnet since Monday and from midday today I have been unable to either send or receive text messages. How ever I did receive a deliberate text form a friend using my old number, which is the one I wasnt to revert back to. I can receive and make calls! I phoned plusnet three times today and all they could say was call back Sunday with three examples of not sending text! Have to say it is a very strange situation and one i thought tey could sort for me.

Mads
Plusnet Alumni (retired)
Plusnet Alumni (retired)
Posts: 1,873
Fixes: 79
Registered: ‎06-08-2018

Re: Unable to send text messages

Hello @Hughesy79,

Thanks for reaching out to us here. 

I'm sorry you've had some trouble with sending text messages on your mobile. Is there any other service affected i.e. voice/data? Are you noticing its only happening when trying to text a specific number/network or is it across all your contacts? Have you checked the EE status checker to make sure there's nothing going on in your area like an outage or maintenance that may affect this? 

 

@Jane20

I'm sorry you're having such trouble with your service right now, it sounds like our team have asked for those examples so we can drop them across to our operations team to investigate further with our suppliers. Please make sure they're within the last 48 hours, at least two hour apart and include the numbers you've tried to message. 

 

Thanks 

Hughesy79
Newbie
Posts: 3
Registered: ‎06-05-2020

Re: Unable to send text messages

Hello Mads/Jane,

 

Thank you both for replying to my post. There was no other service affected other than sending texts, I could receive texts, voice/data are all working correctly. Ensured latest software was installed, device has been restarted on a number of occasions but found a solution on the EE website.

 

Turn airplane mode on and off again. Unfortunately, this is a temporary fix because once the device is restarted or turned off , then on again, the sending of texts to any contact/any network fail....unless I turn airplane mode on and off again.

 

Could this be the SIM card? The EE network service checker indicates the fix of a recent problem but I have experienced this issue since the 22nd April. Never had any problems with my previous supplier O2.

 

Thanks.

 

TheMightyAJ
Plusnet Alumni (retired)
Plusnet Alumni (retired)
Posts: 2,511
Fixes: 126
Registered: ‎26-03-2018

Re: Unable to send text messages

Hi @Hughesy79,

I'm glad to see you've been able to find a temporary solution. Are you able to try the SIM card in another handset to see if the same issue occurs?

If this post resolved your issue please click the 'This fixed my problem' button
 Alex H
 Plusnet Help Team
Jane20
Newbie
Posts: 2
Registered: ‎07-05-2020

Re: Unable to send text messages

Hi Mads

Friends at my request have been able to text me on my old number which is the one I want to keep. I cannot text them back.

This has been the case since midday  on May7th and I only joined plusnet on May3rd!! Between May 3 and 7 pre midday all was well!

I am keepign a log and will call 500 tomorrow as per instructions from the help team

 

 

MisterW
Superuser
Superuser
Posts: 15,234
Thanks: 5,837
Fixes: 416
Registered: ‎30-07-2007

Re: Unable to send text messages

Sounds like a split port to me...

Superusers are not staff, but they do have a direct line of communication into the business in order to raise issues, concerns and feedback from the community.

Hughesy79
Newbie
Posts: 3
Registered: ‎06-05-2020

Re: Unable to send text messages

Unfortunately, I am unable to try the SIM card in another mobile phone.

 

What do you mean by split port?

MisterW
Superuser
Superuser
Posts: 15,234
Thanks: 5,837
Fixes: 416
Registered: ‎30-07-2007

Re: Unable to send text messages

Porting a number from one mobile provider to another involves a (largely manual) process of transfer of information as to where to route calls , messages and data. A ported number always requires the interaction of both the original number providers network and the new provider. Any error or loss of information during the port can cause one or more services e.g sending texts to fail to work correctly. That's known as a split port.

Superusers are not staff, but they do have a direct line of communication into the business in order to raise issues, concerns and feedback from the community.

LaurenB
Plusnet Help Team
Plusnet Help Team
Posts: 2,577
Thanks: 508
Fixes: 131
Registered: ‎07-12-2017

Re: Unable to send text messages

Hi @Hughesy79

 

Can you send a me PM with the following details please so we can progress with investigating this further:

 

- The mobile number in question

- Your full name

- Your full address including postcode

- Are you the account holder?

If this post resolved your issue please click the 'This fixed my problem' button
 Lauren Barry
 Plusnet Help Team