Double / Failed Text Messages

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Moderator
Moderator
Posts: 690

Re: Double / Failed Text Messages

Hello @Rawd  @CoOlSlY                                            

 

Welcome to the Rogers Community Forums. 🙂

 

Having your phone send out duplicate text messages is a frustrating experience for you and the people you are sending them to.

 

I will need to gain access to your account in order to escalate a ticket on your behalf for further investigation. Please PM us in order to get this done for you.

 

If you are not familiar with how to send a PM please click here

 

If anyone else in the community is experiencing this same issue please PM us to have the matter escalated.

 

Regards,

RogersTony

I've Been Around
Posts: 1

Re: Double / Failed Text Messages

Hi I have a Samsung Galaxy S7 and I am not receiving all message sent to me and several that I have sent to others aren't being received.

I have received the double messages when there is weak network signal but this isn't that. Once someone messages me on another app, say FB messenger and I text them then their messages seem to arrive but not the unreceiced messages. Any ideas?

I've Been Around
Posts: 1

Re: Double / Failed Text Messages

S6 Android : Not receiving SMS

 

Samsung S6 G920W8

Android v7

 

Since upgrading o/s to v7 SMS messages are frequently undelivered to me from Rogers, Bell, Telus numbers.

 

Am able to send most of the time.

 

I use this phone for work and can no longer trust it.

 

Have reset, no change.  Have called technical support, they 'reset' my account 17 Oct - no change.  Have opened another ticket with second level support.  They need 72hours to investigate.

 

Have begun shopping to move both my lines ~200/month, will see which solution arrives first.

Moderator
Moderator
Posts: 2,038

Re: Double / Failed Text Messages

Good evening @teadots,

 

Thank you for your post and welcome in the Rogers Community!

 

Not receiving all your text messages must cause you some major inconveniences.

We definitely want to help you resolve this. Are you still experiencing the issue at this time?

 

I would recommend to first of all deactivate VoLTE to see if it helps. 

Also, let us know if you cleared the cache and the data for the messaging app.

 

Could you also confirm whether you are using the default Android Messaging App?

 

Have you tried any other troubleshooting measures since you noticed this issue?

 

If it is not resolved and you've exhausted all avenues in getting this sorted, we would like to open a ticket for investigation. To do so, we will need to gain access to your account.

Please send us a Private Message so we can look into this further.

 

Thank you for sharing your experience with us @canickian2010.

 

We certainly would not want you to change service provider because of the technical issues you're experiencing with your text messages.

I would appreciate if you could get in touch with us, so we could escalate this on your behalf.

 

If you are not familiar with the steps you need to take in order to send us a PM, please click here.

 

RogersMaude

I've Been Here Awhile
Posts: 3

Re: Double / Failed Text Messages

Hi,

 

I have a Galaxy  S7 and been having issues with receiving texts for over 2 weeks. In fact, I contacted Rogers customer service twice since Oct. 16 (I have a case number).

 

Tech support confirmed during those interactions that this is a known issue with some Samsung users (S7, S8, Note, etc).

 

I keep getting emails saying the typical: 

 

"We're sorry to say there's been a delay in fixing this problem. Thank you for your patience as our technical teams work on this.  We will contact you as soon as there's an update available."

 

This is getting to a point where it's embarrassing. I hear from friends asking why I ignore their texts. Well, you can't ignore something if you can't acknowledge it. Now, I wonder what texts I did not receive.

 

It's also getting to a point where it's frustrating. I mean, it's now been over 2 weeks, in other words, over half a monthly bill. Unfortunately, I have a feeling that neither Rogers or Samsung will ever compensate for this issue.

 

I am documenting my interactions with Rogers as I feel this will be helpful should I decide to seek further actions (CRTC maybe?).

 

If anyone has any suggestions on how to resolve this, please let me know. 

 

Thanks,

Moderator
Moderator
Posts: 1,538

Re: Double / Failed Text Messages

 

Hello, @sim1755

 

Thank you for posting your concern in the Community. I can certainly appreciate your position, not able to receive texts is disruptive. I am wondering if the issue is related to RCS feature.

 

Which app are you using for the text messaging?

 

I use Google Messages app for my SMS/MMS messaging and noticed at times I may not receive texts. I believe it's related to Enhanced features(RCS). I haven't noticed any missed texts after I've turned off this feature.

 

Keep us posted.

 

Cheers,

RogersMoin

I've Been Here Awhile
Posts: 3

Re: Double / Failed Text Messages

Hi,

 

I use Google Messages as well. The RCS feature was never enabled. I just checked to make sure and it's still disabled.

 

 

Thanks,


Sim

Highlighted
I Plan to Stick Around
Posts: 35

Re: Double / Failed Text Messages

 

Any other S8 users having issues with delayed sending/receiving of SMS/MMS texts, and texts simply not being received?  There are posts around a few tech sites about it but I can't find any concrete answers from Samsung.

I've tried a factory reset, and I've tried several different SMS apps including the native Samsung app, Google Messages, and a few third-party apps.

I missed a text from my boss this week and I'm starting to get fed up with this problem.

I'm a Trusted Advisor
Posts: 32,015

Re: Double / Failed Text Messages

Hello @DrewLazz

Not with my S8+ but with my 8+ I did. Then again started working and stopped.

Seems to be a issue though.

Moderator
Moderator
Posts: 2,038

Re: Double / Failed Text Messages

Thank you for your reply @sim1755!

 

We would not want you to have to take further measures in order to have this resolved.

 

I would  appreciate if you could get in touch with us via Private Message, so we could escalate the ticket created, on your behalf.

 

If you are not familiar with the PM process, please check out this page.

 

RogersMaude