SMS not received but can send, works after sim swap

[JDF1979]

I have a BYOD phone (A8) that seems to have an issue, it will not receive SMS messages. If I swap the SIM card with another phone, they both work fine, then when I swap it back it works fine for about 24 hours. It's possible the same thing would happen with the other phone if I left it in for 24 hours. It's almost like the system doesn't allow the phone to fetch the messages after a period. I will soon have to call support and try to escalate it, but wanted to ask here first. I have reset and cleared everything possible. Thanks!

[BellAntgio · Accepted solution]

Hey there @JDF1979, 

Welcome to the Community and thanks for your post. 

We have a great support article that will help you with your concern; Check out Troubleshooting text, picture and video messages on your Bell Mobility phone to learn more. 

Let the Community know if you have more questions.

[JDF1979]

Hi there, that article is of no help whatsoever. The device is up to date, nothing has been blocked, and I have never used an apple product. As well, this device was used for several years with Telus/Koodo with no issues (but not with this number, it was used as a BYOD). The messages appear in the "usage" section on the website but are never received by the device. 

[BellKris]

Hi there, @JDF1979. 

Could you confirm if you're using the native Google Messages app on your A8? With the A8 being a relatively dated phone, you may still be using Samsung Messages, which has since been discontinued and is no longer actively supported by Samsung in Canada.

Furthermore, could you please confirm if your calling and/or data usage are working as intended? Is it only text messaging being impacted?

Looking forward to hearing back from you.

[JDF1979]

Hey Kris! Yes, I am using the Google Messages app instead of the Native app, though the issue has happened with both apps. Calling continues to work when this happens, as well as data (though I have a small data plan, this phone was intended for limited use), but I can test both when it happens later today (I did a SIM swap yesterday with the other phone so it will work now for a while). It seems to only be affecting incoming text messages. Outgoing works fine. Thanks!

[BellKris]

Thanks for letting us know, @JDF1979.

We'll be reaching out in a private message to take a closer look. Please check your Messages within your profile avatar in the top right corner.

Unsure how to check or send a private message? See How to send a private message

[ARCANGEL]

Hi did you resolve your issue?  I have same issue on A14

[JDF1979]

No, I am currently trying to figure it out with a Samsung S10e I borrowed from a friend. It seems to have partially solved the issue (SMS is going to the phone) but now it randomly drops the connection to the watch. Personally, I regret having ever gotten it, and have now found ample posts of people having the same issues since last year. I don't blame Bell but I do think Google didn't do enough testing on devices other than Pixel 7. I don't think they should even advertise the SMS functionality for how broken it is.