MMS/RCS/iMesage Troubleshooting

• These steps are for issues sending / receiving messages for plain text or with pictures, videos or other attachments
• Customers may need to verify if the device has enough space to receive videos, etc.
• If a file is too large, it will not send; customer can check with their device manufacturer for MMS information
• Verify voice calls and SMS are working properly
• Follow these steps for issues with SMS Send/Receive on Astound Mobile
• Follow these steps is Data is not Working

Check these Common Issues before Troubleshooting

1. Third-Party Apps: those run by other mobile services, such as Verizon Messages (Message+) are not compatible with our network
   • Android:    customers can download a compatible messaging app from the Google Play store
   • iPhone:      iMessage is the recommended app for Apple devices 
   • Third-party app having an issue, not Google Messages:  users make sure the App is updated and contact the third-party for help

1. Attempts to message an international number will display an error message
   • unable to send message, message blocking is active

Issues with the web pages, apps that require data (YouTube, etc.) mobile hotspot/ tethering, iMessage, visual voice mail and others
 

1. Check the portal to determine if the data in Reach Central is throttled or paused
    
   • NO:   check if data is used; if additional data was added, ask customer to restart their device
   • YES:  if there was no upgrade or added data, ask customer if they'd like to do so
     • If they do not, advise the customer their data will reset on the next cycle date
        
   • YES:  there is no reason for a pause or throttle - contact tech to remove throttle / pause
     • Create a ticket to sync the portal to the network side
     • Contact customer when this is completed

1. Find the IMEI in Reach Central under Manage Lines (be sure to click on the line in question)

1. Find the IMEI on the phone in question
   • iPhone:  Go to Settings​​​​​​  >  Tap General  >  Tap About  >  Look for the serial number
     • You might need to scroll down to find the IMEI/MEID, and ICCID
   • Android: Go to the Settings app  >  Scroll down and select About Phone  >  Scroll down to find your IMEI number

1. If the IMEI in Reach Central does not match the phone in question, create a BOLT Case
   •    Jump to Activation Failure BOLT Case steps

1. On the Mobile Tab in BOLT, click on Reach Central and perform a network reset
   • If customer is calling on the mobile phone having issues, let them know the call will disconnect
   • Confirm the callback number and tell them to turn the phone off and on after the call disconnects
   • **Call the customer back to continue troubleshooting**

1. Ask the customer to make sure the software version on their phone is up to date
   • Jump to Verify Software is Up-to-Date for full instructions by device

1. Check with customer to make sure data is turned on (on phone, specifically in their settings)

1. Check if there is a data pause turned on (if customer requested their data be paused)

1. Is it a particular app or browser having the issue; can they use others or are all data service not working

1. Check for Mobile Signal
   • Turn off WiFi and check for LTE, 4G, or other types of symbols
   • If there is at least one bar of 4G/LTE, ask customer to access the internet, send an SMS, and make a phone call

1. Physical SIM: try a spare, compatible phone with the SIM; if SMS, talk, and data still don't work, most likely requires a new SIM

1. Ask for the physical address where issue is being experienced the most, if available
   • This helps determine possible outages at service address

1. If troubleshooting does not resolve the issue, create a BOLT Case for MMS Can't Send / Receive Messages
   • Jump to MMS Can't Send / Receive BOLT Case steps

If they receive an update message, request for the customer to perform the update and restart the phone
 

iPhone

• Go to Settings  > Tap General   > Tap Software Update
• The screen shows the currently installed version of iOS and whether an update is available

Google Pixel

• Open your device's Settings app
• Near the bottom, tap System, then System update
• User sees the update status

Android

• Open your phone's Settings app
• Near the bottom, tap About Phone
• Scroll to the bottom and tap Software update
• Tap Download and Install
• The latest version of the software will load into the phone

1. Click the Create Work Order or Technical Case button on the Work Orders tab in BOLT

1. Fill out the information as described below and click Submit 
   
   • Trouble Call or Tech Case       Trouble Call
   • Service Category                     Mobile
   • Problem Description               select one - Activation Failure - New Number or -Ported Number
   • Select                                      Mobile Line affected, type of mobile device, dialed number(s), date and time it happened
   • Notes                                       Incorrect IMEI on (phone #) Listed as (wrong IMEI), should be (correct IMEI)

1. Click the Create Work Order or Technical Case button on the Work Orders tab in BOLT

1. Fill out the information as described below and click Submit 
   
   • Trouble Call or Tech Case       Trouble Call
   • Service Category                     Mobile
   • Problem Description               select one - MMS Cannot Receive - or - Cannot Send
   • Select                                      Mobile Line affected, type of mobile device, dialed number(s), date and time it happened
   • Notes                                       What happened to get the error; device/mobile service sending