MMS not working with android

[irishrower]

Just got a new plan for my htc desire hd from australia, w/ unlimited picture texting, and i cannot send or receive any pictures. How can i fix this?

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[RogersMaude]

Thank you very much for posting these @janice11!

I really appreciate the additional information you provided as well.

If this issue has not been resolved after a factory reset, we'll be more than happy to take a look at your account to see if we can investigate further and hopefully get it resolved as soon as possible.

Please send a Private Message to any of the Community Moderators or to @CommunityHelps and we could start by opening a ticket for the MMS issue.

If you are not familiar with our Private Messaging system, click here.

Thanks!

RogersMaude

[janice11]

hi,  factory reset didnt work either. i have a ticket open with rogers since sunday and today they were working on it and found no solution. i actually just got off the phone with a network specialist, very nice guy. so the ticket has been escalated again with notes on what he did. i came here cuz i thought maybe in this thread there was a solution but alas there isnt. perhaps a software issue with the lg phone. the tech said most of the mms i sent to myself didnt even hit the network.  he will be back in contact with me. thanks for your help, i appreciate it.  maybe lg hasnt fixed the mms issue they had from before. 

[Fokker22]

Hello-My wife and I just received 2 galaxy s9s through Rogers.We are experiencing issues receiving pictures and mms in general.Some pictures make it thru;others do not.Is anyone else having similar issues?Some internet posts say to reboot,hard reset,etc.Im not about to do that everytime I need to receive an mms from someone!!It doesnt seem to matter in what messaging app we use.The problem persists.Help!!

[Fokker22]

Hello-what would be the best way for a Rogers representative look at my mms issue?Contact my local rogers and have them look at it?Sorry,Im new with Rogers.
Thanks!

[Fokker22]

Hi Janice -Could you tell me how to "open a ticket" with Rogers as I have a similar issue with my s9.

[janice11]

hi ! 

call rogers tech support at 1 855 381 7835 and tell them you have this problem. im still waiting for a call back from 2 nights ago. if i dont hear anything im calling back tomorrow.

i tried everything on this thread and a factory reset and nothing worked. i did everything the tech specialist said and that didnt work either. if your having the same problem maybe its their network. most of my mms didnt even reach their network, but could be the phone too. but you and your wife have a different phone than mine. the mms problem is also on my husbands phone, and he has the same phone as mine. call that number, please keep me posted as i am not going to accept this, especially being with rogers for 22 days with a brand new phone, and 10 of those days has been involved with this problem. 

[Fokker22]

Thanks Janice ,I will.We are only a month in with rogers as well after being with bell forever.will keep you posted.

[janice11]

thanks. i dont know if my ticket would help you or the rogers ppl if they put it together, if u need or want my ticket number i can private msg you the number. we were with bell for 17 years, the only reason we swiched was cuz i got a deal with my employer and this phone had a tv deal. im really very disappointed.

[Fokker22]

Hello,

Im inquiring if anyone has had the issues im currently experiencing. Im new to rogers;my wife and I just signed a 2 yr.contract,got new s9's,and we are good to go,right? Not so fast. About 3 weeks in,we realize that we do not always receive mms pics when texting. We have no problem sending.

We went into our local Rogers outlet and the fellow there was quite helpful;we rebooted,tried other phones,phoned tech support,etc. They say that the problem is not our phones but a network issue. Eventually our Rogers guy tells us that they essentially started the "port in"(whatever that is )from scratch. They ported us over from Bell-we kept the same #.

Needless to say, the issue persists and we are getting frustrated and angry. Any similar issues and answers out there? We are not sure where to go from here. We are paying for a service that we basically are not getting.

[janice11]

hi again,

well our fix was getting new phones. we got the p20 pro and they arrived yesterday and yup, they are doing the same thing. the mms is not working. on a different brand of phone. i will be calling the rogers tech back later since he is on a different time zone than me. we are 27 days into our new rogers contract as well and not happy at all !! if i dont get any satisfaction soon i am filing a complaint with the CCTS. i am quite angry. this non service for mms is not acceptable.

[Fokker22]

We are in the lower mainland area,Janice.Is that where you are?White Rock,specifically.

[janice11]

pitt meadows

im on the phone with rogers manager chris . another ticket 24 hours.

i have 6 phones here that the mms is not working with rogers. even our 2 other phones we had with bell, the nexus 6 isnt working. rest of the phone is working, just not the mms. on all 6

[RogersZia]

Hello @Fokker22,

We haven't been notified of a widespread issue. Have you had a chance to contact us via CommunityHelps as per RogersMaude's post? Additionally @janice11, if you'd like you can PM us the case number and we can look into it for you.

Just as a reminder, you can find more information on our private message system here. 

Looking forward to hearing from you!

RogersZia

[Fokker22]

I posted with Community help.Thankyou!!

[Fokker22]

Well, my wife went into Rogers today and now we are finally on a work order to trouble shoot this issue.. They said to give them two or three days. Hugely frustrating so far. Stay tuned..

[janice11]

glad you have a ticket open. im calling tomorrow about my 2nd ticket open after i spoke to a manager named chris. we arent even using our new phones. we packed them back up and are using our 2 year old nexus 6p. the mms isnt working on them either. im beyond frustrated. 

[janice11]

after speaking to raymond in rogers management office, it appears that he fixed the problem. im going to test it for 24 hours, but for the past couple hours MMS appears to be working.

he explained that at times when a phone gets ported over it could turn off some features and he noticed the MMS feature was not on, or deactivated. he mentioned exclude/include fallout ? but after he enabled or check marked that feature it appears the MMS is working. hopefully this is the fix ! 

[janice11]

we are back to the same problem.

now we are going to get new sim cards.

[RogersDarrell]

Please keep us informed of the progress @janice11,

We want to make sure your SMS issue gets fixed.

Thank you,

RogersDarrell

[janice11]

hi

the sim cards didnt fix the MMS issue. so now what ? i spoke to spencer today and he said we were put on a new network ? some voice over ? 

[janice11]

ok, just spoke to patrick via online chat tech support and it appears its working. the fix this time was resetting the network and profile, and disabling wifi on his end. we cannot be connected to wifi when we MMS.  when we disabled the wifi on both phones it worked beautifully. hopefully this is the fix .!