Missing Text Messages

[bguy_1986]

I got a Lumia 830 right when it came out. I ordered it online. Like usual, AT&T screws everything up and somehow I lost voicemail and our bill was totally screwed up. I got voicemail back but now I've noticed that when I don't have very good service, or don't have service. Pretty much any text message that get's sent to me gets lost or something. When I had my Lumia 920, whenever I would regain service my text messages that I missed would come in at the same time. Has anybody had this problem? Is it something that AT&T also screwed up when I ordered my new phone?

 

[Indistinguishable]

Sounds purely like an AT&T problem. Out of curiosity, which phone did you come from previously? If it was an iPhone, some of that problem could come from the iMessage -> text message conversion.

 

[bguy_1986]

Lumia 920. I didn't have these problems with that phone like I said so its pretty confusing and frustrating...

 

[Indistinguishable]

Lumia 920. I didn't have these problems with that phone like I said so its pretty confusing and frustrating...

Well, that really stinks. Sorry to hear you're having problems even as a veteran WP user.

Hate to ask the obvious, but have you tried a soft reset? And if that didn't clear it up, have you tried a hard reset?

 

[bguy_1986]

I have tried a soft reset. I haven't done a hard reset yet because I'm not sure my phone is the problem. I think AT&T screwed something up. I get all other text messages fine, it's just that I don't get the text messages that I miss when I don't have service. They used to always come in when I get into an area with service.

 

[GabrielStorm]

sounds like your SIM may not be provisioned properly. stop in to your local CORPORATE store and have that checked.

 

[prettysmartchich]

I have tried a soft reset. I haven't done a hard reset yet because I'm not sure my phone is the problem. I think AT&T screwed something up. I get all other text messages fine, it's just that I don't get the text messages that I miss when I don't have service. They used to always come in when I get into an area with service.

Did you try the SIM update? What was the outcome?

 

[bguy_1986]

I haven't. I tried chatting online with tech support but never got anywhere. The problem seems to come and go. The other week I didn't have service, and when I got service back I got like 6 text messages that I missed, so I thought the problem was fixed. A couple days later I was missing text messages so I don't know what's going on. It sounds like its something internal with AT&T IMO. I also have been thinking about waiting for the denim firmware update. Maybe that could fix some problems? Notification sounds on the Lumia 830 is screwed up sometimes too.

I don't live too close to a store, and I have service most of the time so I haven't done a whole lot except wait and hope AT&T fixes it.

 

[RumoredNow]

sounds like your SIM may not be provisioned properly. stop in to your local CORPORATE store and have that checked.

Did you try the SIM update? What was the outcome?

I haven't. I tried chatting online with tech support but never got anywhere. The problem seems to come and go. The other week I didn't have service, and when I got service back I got like 6 text messages that I missed, so I thought the problem was fixed. A couple days later I was missing text messages so I don't know what's going on. It sounds like its something internal with AT&T IMO. I also have been thinking about waiting for the denim firmware update. Maybe that could fix some problems? Notification sounds on the Lumia 830 is screwed up sometimes too.

I don't live too close to a store, and I have service most of the time so I haven't done a whole lot except wait and hope AT&T fixes it.

bguy,

Denim isn't going to address this. IMHO these sorts of delayed and missing text message problems are 90% + carrier side. Consumers often blame the phone and that's what you see in forums and help sites.

Gabriel Storm nailed it. If the store is too far and the best recourse is on the phone; don't deal with the customer service reps who are reading scripts prompted by whatever version of your question they feel like typing in. Ask for an escalation to a tech, get a ticket number and a promise for a call back if they can not transfer you right in.

Ask for a re-provision and/or a new SIM that you can activate online. A big part of the issue may be if you swapped the old SIM into the new phone... I have a feeling you did just that (and no fault of your own if you did - it's the natural course). It may still have part of your service tied to the old IMEI somewhere on the AT&T servers, maybe something never got the refresh on your IMEI. You will never get such a thing corrected phone side.

Good Luck.

 

[bguy_1986]

bguy,

Denim isn't going to address this. IMHO these sorts of delayed and missing text message problems are 90% + carrier side. Consumers often blame the phone and that's what you see in forums and help sites.

Gabriel Storm nailed it. If the store is too far and the best recourse is on the phone; don't deal with the customer service reps who are reading scripts prompted by whatever version of your question they feel like typing in. Ask for an escalation to a tech, get a ticket number and a promise for a call back if they can not transfer you right in.

Ask for a re-provision and/or a new SIM that you can activate online. A big part of the issue may be if you swapped the old SIM into the new phone... I have a feeling you did just that (and no fault of your own if you did - it's the natural course). It may still have part of your service tied to the old IMEI somewhere on the AT&T servers, maybe something never got the refresh on your IMEI. You will never get such a thing corrected phone side.

Good Luck.

It's a new sim. The 830 sim is smaller than what was in my 930. I activated the new sim online, but I think AT&T's website was having some problems when I did it - I remember it took forever to get to the next page when activating. I'll try and make it to a store sometime soon. Thanks

 

[bguy_1986]

I finally just got a new sim tonight. I'll report back in a couple weeks (If I remember) and let everybody know if it fixed my problem.

​Thanks!

 

[bguy_1986]

Doesn't seem to have fixed my problem.......

 

[RumoredNow]

We are back to asking for a re-provision then. As I stated above this isn't something the front line phone workers do. You need to get escalated to a knowledgeable tech, not a customer service type reading off of scripted replies.

It is a do-over. Like you never were a customer before and they are authorizing your service step by step.

Provisioning - Wikipedia, the free encyclopedia

 

[bguy_1986]

Ok. I was thinking that getting a new sim was the same as re-provisioning. Getting on the phone doesn't sound all that fun. I'm going to have to make time for it, but I don't know when I'm going to feel like dealing with it. Understandably, they don't make it easy to get it escalated.

 

[RumoredNow]

Whatever you had just got transferred over to the new SIM. It would fix a bad SIM issue, but not something in the network servers.

 

[bguy_1986]

not sure what would have fixed it, but the issue seems to be gone now. I guessing it was something internally with AT&T..