Verizon is not correctly routing SMS to my T-Mobile SMSC.

Hello Verizon Community,

I am an individual on the T-Mobile network and have been for nearly a decade. Ever since December, I am no longer receiving SMS messages from the Verizon network. As a professional quality assurance analyst, I have done the troubleshooting and testing and determined that the cause is that the Version SMSC is not correctly routing messages to my carrier's SMSC.

Is there any way to get a Verizon engineer to examine this issue and fix it?

I have a ton of gathered data from my tests that I would be happy to pass along, but I have done all of the troubleshooting options, and they do not work. I just need to get the issue escalated to someone who can fix the network routing service.

Thanks for the help!

Accepted answers

kcclubkirby

Hey RDB6, I eventually solved the problem. After being on the phone with every company involved in my texting problems (Verizon, T-Mobile, and Mint), nobody wanted to help, because they wanted to assume it was another company's fault. With my tech testing background, I isolated the problem and knew it was Verizon's fault, but they wouldn't even try to assist me. This problem had been plaguing me for months now, and with nobody willing to help, I had to go outside the companies for my solution.

My solution was to file an informal complaint with the FCC against Verizon. Two days after filing the complaint, they fixed it. If you can't get the mobile companies to help, that may be the way to go.

All comments

SynthpopAddict

I haven't had any issues with texting AT&T or T-Mobile customers in my area. This sounds like an issue with a data center on one tower only? Do your texts to Verizon customers work if you go somewhere using a different tower?

Hopefully someone with Verizon will answer your post. It would help if you give your ZIP code so they can pinpoint the issue more. Or, try going to a local Verizon store and see if someone there can contact the correct department. Trying to call whatever numbers typically gets me to a call center overseas, which may or may not be useful...

kcclubkirby

I appreciate the reply! Unfortunately, I have traveled across the United States, and the problem still occurs. It's only a guess, but I am assuming this is only affecting my phone number. Similar problems like this have happened to others in the past, and the only way it got fixed was to file a complaint with the FCC, so Verizon actually fixes their message distribution service. I'd like to avoid that, so I am asking here first.

Verizon_Support

Hey kcclubkirby, we're sorry to learn that you're having trouble getting text messages from Verizon users on your T-Mobile phone. In order to get some help with this, you'll need to reach out to T-Mobile for help, so that they can lift a network ticket up regarding the issue, as we can only investigate issues for Verizon customers.

-Joseph

SynthpopAddict

Is it perhaps that the Verizon customers who are texting you are using the Verizon Messages+ app to do so? This app is being shut down in a few months, and certain kinds of texting have already been disabled as of December 2023, which is when you noted your problem beginning.

RDB6

Hello I am having the same problem I am a Verizon customer with an iPhone and my daughter is a T-Mobile customer with a Samsung android phone. I can receive her Texts but my replys don’t go through. Also if I initiate a text she doesn’t receive it. It’s really a problem for her as many of her other contacts are noticing the same issue. She did contact T-Mobile and the tech said they could see my text on the server but for some reason it didn’t forward to her phone. They said they would elevate and call her back but didn’t. When she calls them the new tech said that the research didn’t see my number on the server and it must be a Verizon problem. I think we are now stuck between finger pointing between the two networks. Hopefully enough people will log trouble tickets it will get fixed and not continue to ruin peoples relationships.

Verizon_Support

Hello, RDB6. Thanks so much for this info as it does help. What about your other contacts? Are you able to text others (both Verizon and non-Verizon users)? Does this issue only happen with your daughter's line?

-Natasha

SynthpopAddict

@RDB6
, do you use Messages+ for texts? I'm wondering if this is a problem with the app and not the SMSCs on the network. From what you and the OP were describing, I'm more inclined to think whatever the issue is, it's on Verizon's side.

kcclubkirby

SynthpopAddict

@kcclubkirby
, glad you got the problem fixed. It's quite sad that it took going to the FCC however. Seems to be a huge lack of communication between departments within Verizon. If someone in CS had simply routed the request to the correct department, could have solved it without the company getting egg on its virtual face.

I'm surprised that T-Mobile also pushed the issue under the rug. Was a postpaid customer there for less than a week because their cellular service didn't work well in my area for whatever reason, but my experiences with T-Mobile's customer service in-store was much better and a billing problem was resolved with just one call. Verizon's cellular service works better for me, but guess we customers can't have both great service and great customer service.

Steventanner

What did they do to fix it?

Kbstherapy

I has the same issue 2 months ago and had to speak to multiple departments from both company. End up having Verizon technician to reset all my settings from the backend. It worked immediately for a month and it broke again today

Can someone from verizon fix this issue? Is it that I can't bring a Iphone 12 promax from tmobile to verizon. Are there any steps we need to follow in order for it to work?

Verizon_Support

Hello, Kbstherapy, sory to hear you're continuing to run into issues with your service! Can you tell us more about what's going on?

-Lauren

Ccliftucker

I have been having the exact same problem I cannot text my girlfriend without screenshoting it so it becomes an MMS message same for my sister and the guy that I do all of my work to make my living which is the manager of a distribution center so I have to message them on messenger because they cannot receive mine unless I screenshot it but I can receive theirs and nobody will help me If you can give me a text at ***** if you don't mind giving me some instructions to help me fix this problem You would be a lifesaver

Verizon_Support

Thank you for reaching out to us on this platform. To better assist, please tell us a little more. What is the texting app you are using? Are you experiencing MMS issues with other carriers? What model is your device and is the software up to date?

~Maria

Vero825

I’m having this problem too what is Verizon doing to fix this !!!

Verizon_Support

I'm sorry to hear that you're having problems with your text messages getting to T-Mobile customers. Just to be sure, is this happening with all T-Mobile customers or just one person? What troubleshooting have you tried?

~Jesse

SynthpopAddict

If you are currently a Verizon customer but are using an unlocked T-Mobile phone on Verizon, maybe it's something with a proprietary setting on your phone with the carrier software?

If that's not the case and you're having the problem the OP was, where they are a T-Mobile customer but cannot text anybody on Verizon, then something's glitching on Verizon's end. I believe the OP filed an FCC complaint after not being able to resolve it with either carrier and then it got fixed.

Lisaki

I have been a Verizon customer for eons and over the last several weeks, my texts to T Mobile customers have not gone through. I am able to receive their texts, but they don't get mine. (This is not an Android/iPhone issue, as my contacts have both). I have tried "chatting" with Verizon to solve this issue, but keep getting passed around, with no resolution. I will be filing a complaint with the FCC and leaving Verizon if this doesn't get resolved ASAP.

Verizon_Support

Oh, wow! We are shocked to see you in this technical dilemma. Our goal is to offer the support you need. Let's gather more info.

When did the issue start? What recent changes have you made? Who else is experiencing this issue? Aside from the texts, any other problems (calls/data)?

~Gilbert

derekpeterson007

Did you get your issue resolved? I started having the same issue around that same time. And now Verizon is just playing games with me and I cannot get it resolved. I have also been with Verizon eons... I am assuming that filing a formal FCC complaint is the way to go.

LL1981

I am having same issue. I cannot receive my husbands texts messages. He’s t-mobile android phone. I am Verizon on iPhone 16 pro max. Called Verizon claimed it’s his problem with t-mobile. We’ve had our accounts for 25 years each, nothing has changed. This is absurd and a liability! The ONLY way we can text is if I add one of our kids to a group text. Then I can receive his texts.

we’ve done all troubleshooting. This is a HUGE problem. We don’t know what to do. Please help

Verizon_Support

Thank you for raising your concerns about your missing texts. We do not have any alerts listed in our system that we are experiencing a network problem involving this issue. Are you able to receive texts from any other Android users? Is there an error message received? Can you text him?

-Melissa

BillyK4

I too have been a Verizon customer for ever and I am very disappointed, I recently contacted Verizon on Aug 26th I had several big issues reaching people via SMS and still am having this issue. Verizon had told me that the issue is on the T-Mobil side they said to me have them check their phone if you are blocked?

One of the people I was trying to communicate with had 2 phones with 2 different numbers and several of the people not getting my SMS messages are Verizon as well. I am android but it doesn't seem to matter if it's apple or android some work and some don't I am hearing this from a few other people now! This is a bigger issue as I have been hearing this from a number of friends and I think it is horrible that Verizon tries to push you off on configuration settings on the other parties phone. I have verified no less than 8 people are not receiving my messages and could be much higher.

Verizon_Support

Hello, BillyK4. Help is here as we know how important it is to have available communication to everyone. Please tell us more. The eight other people in question, do they also have T-Mobile? Are you able to receive their text messages? Are you using the texting application that came with the phone or a third-party application?

-Natasha

Jck1101

I have been having this same issue now for almost 3 weeks. I as a customer have done more testing than Verizon. I CAN NOT text anyone from my Verizon to Tmobile users . Doesn't matter if they have Andorid or iPhone. I have multiple users on my plan and tested both Iphone and Android from other lines on my plan and they arrive fine. We thought it was my phone so we took the Sim card out and put it in another phone. Same issue. So it's not my phone it's my line. Tmobile and Boost carriers can text me and I receive it but I can't text them. I have tried different messaging apps and that changes nothing. We have reset the network, reset the phone and nothing. I too made a complaint to the FCC but still nothing. 5 calls in with Verizon and 3 visits to a Verizon store. I have 7 lines on my account and getting to the point of wanting to switch. Reading on here we can see that this is an issue that others are having and Verizon has no idea how to fix it.

Verizon_Support

We'd never want to see you go and want to ensure all messages can be sent and received at all times, Jck1101. Please tell us more about this. What messaging app are you using? Are you able to make and receive calls with these contacts? Are you receiving any error messages when trying to send the message?

-Danielle

Amy1000

This just started with me this week with T-Mobile and Mint customers. I've been a Verizon customer for over two decades. I can call these people (3 I know of so far); I receive some of their texts, but they receive none of mine. Reading this thread I'm already getting frustrated that there isn't a fix. How many messages from other people that I'm not receiving and they think I'm ignoring them? I do business with this phone number and can lose me money! Fortunately all my family is on Verizon and my 3 close friends on TMobile have figured out to use Instagram to message me.

Verizon_Support

We definitely want to make sure you are able to communicate with anyone you need no matter the carrier. What messaging app are you using when trying to send the messages and they aren't being received? Have you been able to try any other messaging apps as well to see if it is more app specific or if they all have issues?

-Meg

Verizon_Support

We want to make sure all your communications are going through successfully. If you have not already, it is recommended to update your phone's main software. Recent changes in some systems require the most up to date software to work well. If you're still having issues, please tell us more about what is going on. What app are you using and what happens when these messages fail? - James