Can send an SMS, can't receive any?

philip2009 · 21 Apr 2016 at 11:20

I've got an SMS issue that has been dragging on for a long time with TalkTalk. I can send an SMS, arrives instantly, I cannot receive an SMS - tested with commercial SMS providers, bank, relatives, different network operators - EE, FreedomPop - tested with different handsets.

Does anyone have any idea how to solve this(without swapping providers)? :confused:

tom_e · 21 Apr 2016 at 11:32

Call Talktalk?

philip2009 · 21 Apr 2016 at 11:57

Yes, I've been talking to TalkTalk for a month or more - this issue is still ongoing. I have no idea what the cause could be.

tom_e · 21 Apr 2016 at 11:59

If putting your SIM in another handset doesn't solve it then I'd say it's almost certainly a problem at their end. Have you asked them to send you another SIM just in case it's something funny going on there?

philip2009 · 21 Apr 2016 at 12:19

They sent me a cloned SIM a while ago that did not solve the issue. As I said, sending works perfectly, when I install the TalkTalk SIM I get the TalkTalk welcome SMS - but beyond that I am unable to receive an SMS from any source I've tried.

Orcvader · 21 Apr 2016 at 12:41

What phone do you have? Have you tested another phone yet?

philip2009 · 21 Apr 2016 at 12:48

The handsets I'm testing with are the LG G3 and HTC Desire, and against different networks, EE and FreedomPop.

Orcvader · 21 Apr 2016 at 13:39

On the dialler, enter *#*#4636#*#* which will enter the service menu. Under Phone information, fins SMSC and make sure it's this number: +447785011324

Reboot phone if you need to enter it.

philip2009 · 21 Apr 2016 at 16:27

Yes I have that number.

Myshra · 21 Apr 2016 at 16:31

They likely just sent you a new SIM and moved your account, cloned SIMs are not given out without extreme good cause usually (this wouldn't count, i hope). Assuming you've ruled out the device then it's the network SMSC that's refusing to forward SMS to you and you will need to keep harassing the network as they control the MVMO SMS-C setup. if this fault only existed after a number port in then it's a mis-provision on the PAC process they use.

philip2009 · 21 Apr 2016 at 17:08

That's the most detailed answer I've had on this issue since first contacting TalkTalk ...

I did indeed have a number ported over at the beginning of the year, however I cannot confirm/remember if this is when the problem started because don't often use my mobile - for me the mobile is just a backup in case of landline failure or other odd occasions.

Myshra · 22 Apr 2016 at 10:36

On balance of probability it's more likely mis-provision sorry and your numbers probably missing from the SMSC or there's a rule in place to block all forwarding

You need to ask for immediate escalation of the issue as they are not providing a full service to you, ask for escalation and a ticket ref. Say it never worked to the best of your knowledge, config-SMS and arrival-SMS don't count as they are not store & forward SMS, they are generated by a different network element.