Not Receiving SMS/MMS but can send

[GregHorak]

So I just got my iPhone 12 Pro Max yesterday in the mail. I added a new line to my account for this phone. I can send SMS/MMS to any phone no problem. But I am not receiving texts. For iMessage, I can send and receive messages fine. But SMS/MMS I am not receiving anything. Here's the part that confuses me, I've already gotten a new 5G sim card from Verizon and that did not correct the issue. But when I place my other sim card for my other line with Verizon, I can send and receive SMS just fine. So I feel like it's something to do with my new phone line I added. The store referred me to tier 2 tech support, but they referred me to Apple. And Apple refers me back to Verizon. How can I verify my phone number is activated correctly?

[GregHorak]

On Verizon website I've noticed a few things that are off with my new number. First is the name. Both 760 lines show my name correctly. But the new 858 line has my name spelt incorrectly. Check out below.

Then when under manage device, it shows that my line is "Not Registered". My only thing is I cannot register my line because when trying to do it on the Verizon app or website, it needs to text me a code. Well I don't receive the texts. 

 

[vzw_customer_support]

We know having everything well managed on the account is important, and we can certainly help with getting things sorted. Please send us a Private Message to go over the account. 

ZakC_VZW

[NFeds]

My husband’s iPhone 12 is having a similar issue. He can send texts, but seems to only be receiving texts from other iPhones - not from androids or others.

[vzw_customer_support]

NFeds, we are here to help get his phone working correctly! We need to confirm that the phone was fully activated. Please ensure he is not connected to Wi-Fi and and have him call #832. You should hear " Your test call has been successful" . 

ScottD_VZW

[tippytoe]

So I don't know if I had the exact same issue as the person with the iPhone 12 Pro before me, but I was having the same symptoms and in speaking with Tier 2, I was told to remove and wipe down my SIM card and at the same time while the phone was off, they "reestablished the network connection to my phone."  That seemed to do the trick.  I was told only Tier 2 can reestablish the network connection.  It was well worth the time on the phone (30 minutes for me).

[niko79]

Having same issue. Swapped SIM card just now, and nothing is working (International text messaging). Tier 2 told me otherwise. Please help! 

[jhutsko]

I am having the same issue - except it is only happening with one of my contacts - and she is my best friend.  She does not have an iPhone (I have an iPhone 12 Pro Max), but I cannot get her messages.  I get other non-iPhone messages, but cannot get hers.  What the heck is wrong?

[vzw_customer_support]

Thank you for providing such detailed information. Being able to receive texts sent to your mobile number is very important, especially from your best friend. We apologize that you're not receiving text messages to your mobile number from your friend's phone number. Let's work together to get this resolved. How long has this been happening? Have there been any recent changes with your device? (e.g., software update, new apps downloaded, etc.) Is she able to receive text messages sent from your mobile number? - RobertC_VZW

[Benr42]

I have the same issue on another phone, but phone support and in store person were very unwilling to look into the issue at all. So I guess I just can't get texts anymore

[GregoryHorak]

Well this was my original post. Guess I made a new account on accident. I tried to call back and inquire but they never could tell me what was wrong. It was something on the network side though with Verizon. 

[vzw_customer_support]

We know how important it is to receive all of your text messages. We are very eager to get to the bottom of this! We will be sending you a Private Message, so we can further assist you. MoniqueH_VZW

[GregHorak]

One more thing to note. I swapped SIM cards in both of my phones. So I placed the iPhone SIM in my Pixel 3 XL, and my Pixel SIM in the iPhone 12 pro max. With my Pixel SIM in the iPhone, everything worked fine. So the iPhone works with the other SIM. And the iPhone SIM that I switched to the Pixel wouldn't receive any SMS or MMS just like how it wouldn't when in the iPhone 12 Pro Max.

So the iPhone is not the problem, but the line is. Does anyone know if there's a way I can register and verify the phone myself, or which department would be the best to contact?

[vzw_customer_support]

Hello, GregHorak. We want to make sure you get the assistance you need. To clarify, did you swap SIM Cards from your old device to your current device? CourtneyM_VZW

[GregHorak]

I have two phone lines on my account. So I took my sim card from my other phone line and put it in the iPhone with the second line I have. And it worked just fine. So it showed me it was something to do with Verizon and my new phone line. But yes I was able to have my problem resolved. I may call back and see if I can learn what the fix was so I can share it with the community. 

[GregHorak · Accepted solution]

Problem has been resolved!! After spending hours with tech support, I was able to finally get a hold of somebody (tier 2) Cheryl Jane who was amazing help and heard me through. She was able to fix it in minutes!!! This is after I spent 5+ hours with tech support before this! So this lady is an all star!!

[Krofmd]

What did she do to fix the problem? I have a similar problem. Thanks 

[vzw_customer_support]

Krofmd, we understand the importance of ensuring you are able to send and receive text messages at all times. When did you start experiencing difficulties with being able to receive text messages? What make and model phone are you using? 

[bigtunajake]

@GregHorak What did she do to fix it? I'm having the exact same issue

[GregHorak]

Well she never told me what they did to fix it. But I diagnosed it with my other phone line. And when I called them, I told them straight up it's a Verizon issue, not the iPhone. Nor is it something with Apple. So she looked into it, and fixed it in like 3 minutes. This is AFTER I spent at least 8-10 hours with other tech support on the chat, phone, and messenger. If you have the exact issue, I should see if I can find the techs name who helped me and you should ask for her. She was super helpful.

[golferv4]

For those asking what they did.

After having an iPhone replace for this issue, I got ahold of a Tier 2 chat specialist that solved the issue immediately. They have to re-sync the device with the network, issue resolved in less than 15 seconds. You have to get to Tier 2 to have this done.