Pixel 6 can't send SMS to Iphone

[flash25296]

I have been having trouble with my Pixel 6 texting to iphone on Verizon for about 4 weeks. I initially could not send SMS messages but MMS messages would go through. So basic text did not go through but pictures, gif, long messages or any thing converted to MMS would go through. Group texts with Iphone users would also go through.

I called on September 23rd to speak with a representative. The wait was long so I took the call me back option. They called me back with an automated system about 2 hours later. I was put on hold for another 1.5 hours and I hung up.

I called again September 26th was on hold for more than an hour and hung up. Not like life stops when you service provider can provide service.

I went into a Verizon store on September 30th and worked with a team of dedicated staff who tried everything.

1. Texted my phone from their iphone. Worked as expected. 

2. Responded to their test. Did not work as expected.

3. They created a group text with two members in the store and my number. Sent a text and all received it.

4. I responded to the group text and it was received by all in group text (Group text is MMS)

5. Put a new sim in my phone, same issue not text to Iphone.

6. They texted a team member on Android from my phone and it worked as expected.

7. They put my sim in a demo Pixel 7 and sent a text to their iphone and it did not work.

Spent 2.5 hours on the phone with verizon tier two support and they could not get it working. Had a bad attitude the entire time which surprised me as I though the store team was great and they should be on the same team but the Tier two support was as rude to the store staff as they were to me. walked out of the store no worse off but no better. Wasted 3 hours of my time. They did open a ticket for me #11395753 and said they would contact me

Went back to Verizon store on Oct 3rd and presented the same issue. I was never contacted by Verizon on the issue but was sent a text that the issue was resolved. Spent 2.5 hours again in the store with a member who was very helpful. Tier two support again was called and they passed us off to Technical support in Ohio. This time the lady on the phone Beth, said that my ticket was resolved with the note that my number was quarantined by Verizon for sending excessive spam messages. However when she looked into my account and number she did not see any excessive texting or anything to lead to that conclusion. She also said it didn't make sense as I could send SMS to android and MMS to anyone but not SMS to Iphone. Anyways she messed around on my account for a long time and had the store agent and I use verizon messager and disable our default apps so she could trap messages back and forth. In the end what ever she did it now made it so that I could not send any texts to iphone or group. When I send a text now it says "Message not sent: invalid destination address" even for conversations I have been having with contacts in the past also with new contacts.

Very frustrated now and its been a chore to get Verizon to fix the issue on their end. My only other option now is to break contract with Verizon and switch carriers. It seems like if you get the right Tier Two support person or technical support person they have the secret sauce to fix this issue but f you get the wrong one you go down a rabbit hole of random issues that don't incorporate all the things that are not working. Staff at the verizon store were also getting frustrated as it sounds like the Tier two support is not listening but following a script or something.

[flash25296 · Accepted solution]

Okay so my third trip to the Verizon store and again exceptional service from that team. We have a fix for my issue but it took a bunch of work to prove to Verizon technical support that it was my physical phone number and not the phone. Technical support tried to issue a warranty replacement on the phone which would have been a no fix situation. We hung up with technical support.

In store team took over and added a new phone line to my account and then put that sim into my phone. Pixel 6 phone with new number was able to text anyone either in SMS or MMS, the same phone Verizon Tier two support said was defective and needed to be replaced. Store team reversed this process and restored my phone and cancelled the added line from my account. Bunch of extra work by the store team but they wanted to see this fixed after three visits.

Manager at the Verizon store had been trying to get Technical support for three days to make a change to my account and that was the fix. Just took getting ahold of someone willing to try. Here is the solution:

Manager had Technical support remove "integrated messaging" feature from my Verizon Account. I had to approve the change and acknowledge the account change via text. They then had me shut off my phone and restart. Then they went and added "integrated messaging" feature back to my account. I had to approve the change and acknowledge the account change again(due to potential difference in charges) . They had me shut off my phone and restart again.

After restart, texting was working on my phone with my original line to all users. Phone back to normal. 

No idea what caused the issue but glad to have it back to working after almost 4 weeks.

Kuddos to the Verizon Store Team, 8845 SW Cascade Ave Ste 110, Beaverton, OR 97008

Boo to the  Verizon Technical support team