ASUS Zenfone 2: issues recieving SMS after data added to plan

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I Plan to Stick Around
Posts: 42

ASUS Zenfone 2: issues recieving SMS after data added to plan

I bought this phone new from Staples in 2016. Had some data added to my plan in June 2017, and ever since I've had issues receiving SMS from some contacts, and mainly from iphone users.

 

I've called support a few times about it each time they pushed some kind of 'refresh' to my phone and had me restart it with no obvious improvement, and lately I've confirmed with friends they did reply to me after I sent them messages.

 

This month it's hard to get through on the phones but I keep trying. 

What I'd like to have done is my plan reverted back to how it was in May 2017, can someone from Rogers direct me to someone I can report this to?

 

***EDITED LABELS***

Moderator
Moderator
Posts: 1,070

Re: ASUS Zenfone 2: issues recieving SMS after data added to plan

Hi @_0101_!

 

That's a difficult situation you have there... I know SMS is super important so let's see if we can resolve this for you.

 

I notice you mentioned this specifically affects iPhone users. Was this phone number previously tied to an iPhone? If so, you may need to login to your iCloud account and remove the phone number from your account. This happened to me when I switched temporarily from an iPhone to a Blackberry. 

 

If this doesn't help your situation, please PM us @CommunityHelps! If you're not familiar with how to PM, please follow this link for instructions: http://communityforums.rogers.com/t5/blogs/blogarticlepage/blog-id/CommunityBlog/article-id/535

 

Regards,

RogersCorey

I Plan to Stick Around
Posts: 42

Re: ASUS Zenfone 2: issues recieving SMS after data added to plan

I forgot to include that,  but no my number has never been assigned to an Apple device, I did read about that when I searched this problem.

 

I tried forcing the phone to 2G mode today, and I was able to recieve from people who I previously did  not, but not everyone came thru.

 

I'd like to know if I can downgrade my phone plan to what it was before the data was added, do you think that's possible? At this point I'm tired of trying continual network refreshes, I'm going to miss a sms from my bank or someone to remind me a payment, and that is unacceptable.

Retired Moderator RogersCilio
Retired Moderator
Posts: 390

Re: ASUS Zenfone 2: issues recieving SMS after data added to plan

Hey @_0101_,

 

I'll tag in one of our Resident Experts and wireless guru @Meowmix. Hopefully he can provide you with some further insight.

 

RogersCilio

I Plan to Stick Around
Posts: 42

Re: ASUS Zenfone 2: issues recieving SMS after data added to plan

FYI this is still an issue with a contact who is on Fido mobile.

Moderator
Moderator
Posts: 1,538

Re: ASUS Zenfone 2: issues recieving SMS after data added to plan

 

Hello, @_0101_

 

It's definitely bothersome that you still have some SMS issues. As reported in your first post, is this Fido user using iPhone as well? 

 

I see you have reached out to us on CommunityHelps, we will continue the troubleshooting and find the solution for you. Thank you for your patience. 

 

Cheers,

RogersMoin

 

 

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I Plan to Stick Around
Posts: 42

Re: ASUS Zenfone 2: issues recieving SMS after data added to plan

I haven't been able to recieve any SMS from any contact since yesterday. Yes the Fido user is on an iphone, can't speak for the rest of them, I gave up trying to track down this issue.