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Pixel 6 Unable to Recieve SMS & MMS Messages

Device: Pixel 6 (Unlocked)

SIM Type: eSIM (this issue occurs with Physical SIM cards as well)

I had the unlocked variant of the for roughly 9 months and have had nothing but issues. Every couple of weeks I run into the same frustrating issue over and over.

Issue: device is unable to recieve SMS and MMS messages. Device is still able to recieve RCS. Sending messages works without issue on SMS, RCS, and MMS

Steps attempted to resolve issue:

Restart device
Ensure message apps (Google Messages & Verizon Message Plus) are up to date
Ensure OS is up to date
Clear app data of Messages & Verizon Message Plus
Boot device into safe mode
Reset Wi-Fi, mobile, & Bluetooth
Verify device is provisioned as CDMA-less
Erase eSIM and reissue

The only way I've found to get my phone to start recieving SMS/MMS messages again is to switch between SIM types (i.e. eSIM to physical SIM or vise versa). However, this is only a temporary fix as the issue consistently pops back up in 1-3 weeks.

Cycle:

Device stops recieving SMS/MMS messages
After troubleshooting with customer service the SIM Type is swapped (i.e. eSIM to Physical) as a last ditch effort
Device begins working again
After 1-3 weeks device stops recieving SMS/MMS messages

Things I've noticed seem to trigger this issue:

Nothing
Changing any SIM or service setting either on the device itself (i.e. enabling SIM lock) or on Verizon's website will often result in the issue occuring within 24 hours
Adding another carrier's eSIM

Having exhausted every troubleshooting technique I can perform on my side, I suspect that this is likely issue with Verizon's backend configuration or provisioning configuration for the Unlocked variant of the Pixel 6.

Side Note: During my previous conversation with support they decided to escalate my case. However, whichever technician was assigned decided to attempt to TEXT ME to ask me if my service was working instead of calling me. Then, after not receiving a response closed the ticket (side not Verizon, if someone is having issue recieving text messages DON'T TRY TO REACH OUT TO THEM VIA TEXT WHEN RESPONDING TO TICKETS, especially when the customer explicitly opted for email notifications for updates on that ticket).

Comments

Verizon_Support

Thank you for going into so much detail in your description, BrendanLynch. From what you have described, there is a good chance that this issue is being caused by the provisioning on your line. In just a moment, you should receive a Private Note from us. Please reply there, so we can start looking further into this issue with you.

*Gabriel

CyBuzz73

This has been an issue for years with no resolution. I had this happen a year ago

https://community.verizon.com/t5/Google/Google-Pixel-6-PRO-not-receiving-text-messages-hotspot-issues/td-p/1241920

and it had to get escalated and get me an e-sim to fix it. It happened again about a month ago and i had to call and get it escalated(and they texted me to update me) to get it fixed. it happened again yesterday. I didnt realize it until all my text messages came in at noon today....some from last night.

It is very frustrating since there is more and more reliance on text messages and Verizon seems to not be able to pinpoint the issue.

the rest of my family does not ever have issues on their iPhones so I am pretty sure it is an incompatibility between the Pixel and verizon. I am not going to switch to an iPhone but i would be happy to switch to another provider. I wonder if this behavior is specific to the Pixel line. It appears there are posts on this on google message boards for the Pixel 7 also. Seems like it is a verizon/pixel thing as the people that had a P7 switched to a samsung and didnt have the issue. Looks like i might need to switch phone providers

Verizon_Support

We would love to help with the concerns you have. What troubleshooting steps have taken place to help out? *Heaven

CyBuzz73

Troubleshooting is a joke. Verizon makes you reset everything and at one point I had to do a factory reset which is a pain to do since you have to set EVERYTHING back up. What a waste of time. Then they send you to first, second or third level support and it magically gets fixed. This has happened to me at least 3 times with it magically working after a new sim or e-sim or reprovision or whatever. Verizon will not put the time into figuring this out since it is still occurring to both Pixel 6 and 7 devices. This is ABSOLUTELY a Verizon problem. It is well documented both on Verizon and Google message boards. I have friends on Fi with pixel devices with NO issues whatsoever. Verizon refuses to fix this issue and no amount of troubleshooting with the customer is going to make a difference. We all know how important SMS is....in fact to get logged in to post, i had to verify by SMS.

It might be time to move on from Verizon to a reliable provider.

CyBuzz73

I guess they don’t want to help.

Verizon_Support

Thank you for reaching out to us. Please follow and PM us, so we can further assist you with your concern.

*Mabell

CHIKUR8

I noticed today I have this same issue. I have a Pixel 6 I bought directly from Google and switched to Verizon two or so months ago. The last SMS I received is from 5:11 pm yesterday. I can send messages but cannot receive.

Please help ASAP as I am missing messages from my boss and I am unable to log into applications for work due to being unable to satisfy two-factor authentication.

Verizon_Support

I know that I rely on text messages as my main form of communication, CHIKUR8. It would be concerning to me if this was happening with my device, and I too would be reaching out for help, and we are here to do just that. Please be on the lookout for a private note from us, so we can better assist.

-Joseph

mweinstock314

All the "private chats" do is take the discussion out of the public arena. I have a similar problem (can't send or receive) at times. They reset something on the back end and eventually, all my old texts show up. I don't think the old texts that I sent ever go out.

The advice is the same whether you get it in a private chat, by calling Verizon, or some other mechanism. Reset your device while they change "something" on the back end. Eventually things work.

Rinse, repeat.

Tech support is completely transactional. They don't care what actually caused the problem if they can fix it for now and let someone else deal with it next time it happens.

The problem here is that SMS is a key method of communication. If Verizon can't do something as basic as SMS, something is really wrong. Or maybe they choose not to do anything about it.

CyBuzz73

your message is 100% accurate. Verizon is not interested in figuring out what the problem is and fixing it, they just fix each incident as it comes. this has happened to me a lot and every time i call in i tell them the problem and that it is recurring. they still follow that script of reboot, rest network settings, etc. I refused to factory reset. they escalated and like clockwork about 4 hours later all the old texts come flooding in.

All that being said, a friend of mine got a new phone and I am using his Pixel 7 Pro now. So far, knock on wood, no issues. if i didnt have so many devices(family + in-laws) on verizon, i wouldnt be a customer.

MISSSD2003

I have a pixel 6. I decided to switch to Pulse SMS....ever since, I've had nothing but issues receiving text messages.

Due to it being a paid service, I reached out to them and they said it was a Verizon issue.

I definitely sounds like the discord is with Google vs Verizon. Verizon's customer service is useless and very uncaring. I'm so tired of calling them and/or having to deal with them. I get the staff are just doing what they are trained to do and the crux of the issue is those that run the company and make the decisions. But I'm over it.

As soon as it's feasible, I'm jumping ship.

derekadkins88

I know this is an old thread but I can't believe I found others having my identical issue! I thought I was the only one (Verizon also had me thinking this)

I'm still having the issue, had to contact them today to have them remove all of the features from my account, re add them and reset my Verizon network connections just to temporarily get my texts to work properly for the next few weeks...

Anyone have a permanent resolution? Any Verizon folks on here that can help? I'm at my wits-end and ready to leave Verizon after nearly 20 years ...

Scott5337

@derekadkins88
wrote:
I know this is an old thread but I can't believe I found others having my identical issue! I thought I was the only one (Verizon also had me thinking this)
I'm still having the issue, had to contact them today to have them remove all of the features from my account, re add them and reset my Verizon network connections just to temporarily get my texts to work properly for the next few weeks...
Anyone have a permanent resolution? Any Verizon folks on here that can help? I'm at my wits-end and ready to leave Verizon after nearly 20 years ...

It sounds like the permanent solution has to come from Verizon. From what you described the issue is not your phone or any settings in your phone. It sounds like the problem is account / network settings related. Hopefully a Verizon rep that can help will reach out here. You could always try contacting them (Verizon Support) on Twitter also

Lindajane1987

#justpixelproblem ?

Is this just a Pixel phone problem?? I took am having huge problems with my SIM/staying connected to the network

Verizon_Support

Hello, derekadkins88. I know how important it is to have all the features of your phone work properly. Help is here. We would never want to see you leave us as your business is very important to us. Just to confirm, are the text message currently working?

-Natasha

Verizon_Support

Good morning being on top of your Google Pixel 6 phone SMS & MMS messaging is crucial, especially if you are encountering problems. Verizon is here to help.

For more details on the Google Pixel 6 device, check out our official page: https://www.verizon.com/wireless-devices/smartphones/google/google-pixel-6/.

When did the issue start (did it ever work, etc.)? What recent changes have you made (software update, etc.)? Are other devices experiencing similar problems?

~Gilbert

Jen_in_Astoria

OK, on Hour 2 of fun with this exact same issue. They said they reprovisioned my line yesterday and that helped for all of 48 hours. Then they sent me a new SIM card, which doesn't seem to work. Thank goodness my old SIM still worked because the SIM they sent me was DOA and the person on the other end of chat has no idea what to do next. We're trying to install an e-SIM but we keep getting the "e-sim already installed" error. Also, NICE JOB making someone sign in on the support website for support. I had no functioning phone until I put my old SIM back in. I had even tried calling Verizon via Skype on my desktop and it wouldn't let me. So...if you have no functioning cell phone, there is ABSOLUTELY NO WAY to get to Verizon support online. NONE. ZERO. NADA.

I've been a Verizon customer for almost 25 years. You're about to lose me as a customer. Spectrum near me provisions via T-Mobile and they seem to have better press out here, and I would save a ton of money if I just brought my old number over to them. Plus, it's only a 5-minute drive away from a Spectrum store with late hours near me if something goes wrong, as opposed to all of the "Verizon" shops here which close early and are really 3rd-party vendor shops.

Now going into the third try of installing an e-sim; the person on the other line really seems to have absolutely zero clue. Using chat for this as I can't make a call without a SIM in my phone.

Verizon seemingly has gone WAY out of its way to make decent tech help unavailable if you don't have a functioning SIM card.

And please stop with all the "let's take this offline" nonsense. SOLVE THE PROBLEM.

Jen_in_Astoria

OK, onto HOUR 3 with this. Person kept telling me in chat to keep reinstalling an e-SIM and it kept saying I already had one. so she had me reset my network settings. THERE I finally found an option to delete e-sims. Now, when I put my old working SIM in, it won't activate again. So she is now asking me for the SIM serial number but didn't know how to tell me how to find the SIM number. The incompetence is absolutely breathtaking.

A reminder that most of us NEED SMS messages in real time -- I need mine for logging into my work machine every AM, as well as logging into my banking, most online vendors, etc. This is inexcusable, 100% absolutely inexcusable. I'll poke along with my Pixel 6 Pro for as long as I can but if this becomes a recurring issue I'm switching carriers with my next phone. It's too bad, Verizon has some of the strongest signals in NYC but I can't spend 3 hours every time my phone stops getting text messages.

Also it's beyond obvious at this point that making people go through the song and dance of resetting every last thing on their phone isn't gonna fix anything; it's on YOUR side, Verizon.

moocarrie

So I had this issue as well, starting early last week after an update to my Pixel Pro 6. After spending most of the day, back and forth with customer support, I finally had some accept my issue. He did something called network synchronization after which I powered down for 5 minutes, then responses to my texts magically started coming in. Might be worth a try.

Jen_in_Astoria

I'm gonna try to do that with them; issue started up again after a local network outage earlier.

moocarrie

So, I've been golden since the fix, however I hear that there is an update coming, Android 13.0. I'm dreading that. Good luck!

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