Can't send/receive picture message

[jessica_v]

Up until a week ago I could send and receive picture messages without my WiFi or data enabled, and members of my household still can.  I went to Verizon store and they told I was never able to send the message without data.  Well, that is just not true, because I did.  I tried to call Verizon support but the wait time was basically endless.  Then I started reading on the Verizon community.  Several people have posted about similar problems and received different answers from Verizon support, ranging from, "you always needed data to send" to "you need data to send after the update" to "the update caused this problem and Verizon is working on a fix".  So, I am wondering if someone or multiple representatives from Verizon can speak with some certainty on this issue.  I would like to go back to being able send a picture message without my data on as I generally keep it off.

[Brittanysphone]

I have the same issue with sending and receiving photos. I really hate the update

[vzw_customer_support]

We want you to be able to send those pictures jessica.v! I'm sorry to hear of your difficulties. Please be aware that picture and video messages can't be sent over wifi. They require that cellular data is turned on. I understand your concerns with minimizing wireless data; however, most plans include unlimited picture and video messaging. What plan do you have with us currently?

JonathanK_VZW
VZWSupport
Follow Us on Twitter@VZWSupport

[jessica_v]

Can you explain why I need the data turned on now (only in the last week or so) but not anytime before (I've been using this phone since January)?  It began after an update to my HTC One, although I don't if they are related.  The other member of my household with the same phone hasn't had the update and can still send and receive picture messages without data enabled.  I just want to understand the change, if that is how its going to be from now on, and I am 100% sure it did not require data for the last 6 months.

[merediths]

I am having the same issue.  I also now have to have data on to send a group message.  This all starated with the update.  Is there a way to fix it or change it back?  I don't understand why it changed.

[merediths]

I am having the same issue now.  I could send picture text and group text with out data on before and now I have to have it on to send or receive these messages.  How can this be fixed as it was not an issue two weeks ago.

[vzw_customer_support]

@merediths,

VZW to the rescue! You need to be connected the VZW network to send picture messages. Are you able to send the picture messages when not connected to wifi?

JohnB_VZW

Follow us on Twitter @VZWSupport

[jessica_v]

Can you define "connected to the VZW network"?  I do not have to have the wifi on, but I do have to enable data.  I am just looking for an answer as to why I could send picture messages without data enabled up until two weeks ago, but now I cannot.

[irisheyes4477]

I am having the same exact issue, and I just don't understand why I now need to have a data connection to download a picture or send one via text.  It works without needing to do that when I send or receive pictures through my email on the same device.  This makes absolutely no sense.  I went to the store the day after this software update happened and they had no solution for me, other than to back it up and do a hard reset.  I spent 6 hours backing everything up but I'm afraid to do a hard reset.  It seems like I don't really have to do that.  In addition, with this software update, I lost my ring tone, alarm tone, etc and that type is no longer available.  All I want is a plain and simple phone ring, like an old fashion phone.  I don't need some fancy ring tone.  Is anyone else having the ring tone issue too?

[vzw_customer_support]

We want to see you enjoying that new update, irisheyes4477. A cellular data connection has always been needed to send or receive a picture through the original text messaging application. In the past, the phone automatically reverted to the mobile connection to send the message. But I have great news! We recently released a version of Verizon Messages that will allow you to send and receive messages over WiFi. All the details are available at www.vzw.com/messaging for this free application. As for ringtones, the manufacturer may have made some changes to the tones available during the update, but there are hundreds of applications through the Play Store that allow you to customize your phone and find the ringtone you'd like. Try searching key words, like "Ringtone" in your Play Store to find something that fits you best.

JenniferH_VZW
Follow us on Twitter www.twitter.com/vzwsupport

[hencyc]

I am not always able to receive photo messages with my HTC phone using wi-fi... but it's random some days it works others it does not sometimes I can get them from one contact but not another.. this is a real problem...

I tried receiving photo messages using the verizon message app with just wifi and it won't download them either.. how come my other user on account who uses an LG phone can still send and receive photo messages using only wi-fi does this only effect HTC phones and if so why????

[vzw_customer_support]

I'm sorry you're having issues with picture messages hencyc. Are you able to send text and pics with no problems? Is there just one contact that is having issues sending you pictures? Are they using a 3rd party  messaging application? Do they receive an error message when sending you a picture message?

KinquanaH_VZW
Follow us on Twitter @vzwsupport

[hencyc]

It is not just one contact it's random no they are not using 3rd party messaging and No I'm not always able to send pictures using Wifi or Mobile Network, and my replies to group messages don't work at all just comes up blank. That is with mobile network turned on Wifi is shut off. I get a red exclamation point when I send a message but no error message pops up.  I just got this phone mid June had no problems prior to the 4th of July weekend when I tried to send a photo message and it didn't work on the 4th but I was able to send it on the 5th using Wifi... Like I said it's random. after that I begin not receiving picture messages from one contact but getting them from another.. then I would get pictures from the contact I couldn't get them from the next day but not the one I was getting them from the day before.  When my kids group message me I can see the message but when I respond to it I get a red exclamation point and they don't get the response.  I have mobile network on.  I have to go back into messaging and respond to each of them or one of them individually. Please help me to find a solution I've never had this happen it the 2 years I've been a verizon and and HTC phone customer, I just upgraded to HTC one it would be very disappointing if I had to live with this problem until I can upgrade again.

[vzw_customer_support]

Hencyc,

We'll get them working again! Have you tried using Verizon Messages instead of the Messaging app that came on the phone? It may just do the trick! Also, do you have the original HTC One or the HTC One (m8)?

SarahO_VZW
Follow us on Twitter @VZWSupport

[vzw_customer_support]

Jessica.v,

I can shed some light on this mystery! I apologize for all the stress this is causing. The VZW Network is the data connection between a phone and our cell towers. In previous software versions, even when connected to Wi-Fi, your phone would automatically switch to the VZW Network to send your picture or video messages. It did this without notifying you or requiring you to turn Wi-Fi off.

Here's a great way to show you that all phones use the VZW Network to send those types of messages! If the other members in your household have Android phones have one of them turn their Mobile Data off and then try to send a picture message from that phone. If they have an Apple device have them turn their Cellular Data off and try sending a picture message to a non-Apple device. The picture messages will fail because the data is turned off - even if Wi-Fi is on.

*Please note that Apple devices can still send these messages to other Apple devices with a Wi-Fi only connection because they support iMessage.

Let us know if there is anything else we can assist you with!

SarahO_VZW
Follow us on Twitter @VZWSupport

[jessica_v]

As I noted in my first question, I used to be able to send the picture message without WiFi or data enabled. Another member of my household has the identical phone and still can send a picture messages with no data or WiFi enabled.  All I am wondering is what happened to my phone that I can no longer send messages the way I used to, and the way others in my household still can.

[vzw_customer_support]

jessica.v, we want you to have the best experience possible on your device. The recent software update has affected the messaging capability on your device. Moving forward, you will need to connect to our network to send multi-media messages. Has your family member received the recent software update, as well?

LasinaH_VZW
Follow us on Twitter @VZWSupport

[jessica_v]

Thanks for your answer.  I am glad to at least know that the update changed the process.  The other HTC One has not received the update. Should the phone have received the update by now?  How do we get it to update, as we have had no prompting for an update?

[bruceschatz]

I am having this same problem.  And it happens periodically.  Very frustrating, especially since I use picture messaging to send photos of home to my children who live elsewhere.  Sure this is Verizons fault once again!

Always can send text messages, very reliable.  But the picture messages try for a while, then fail.  With builtin Android messager, and with HandSent same problem.  Picture by itself, same as with text in addition.  I use a Motorola Droid4 with Verizon dataplan subscription.  Android upgraded to 4.4.

Today the online chat does not respond either, so I cannot complain, except by this community channel.  Any suggestions much appreciated.   Nothing I try seems to work...

   Thanks Bruce

>>Edited to comply with the Verizon Wireless Terms of Service<<

Edited by:  Verizon Moderator

[bruceschatz]

meant to add that sometimes the picture messages work.  I sent 3 yesterday all fine in the morning.  But in the afternoon nothing works.  And today nothing works, even with resending.   This all uses normal transmission channel of phone network.   Suggestions requested...   Thanks Bruce

[moran_jorge]

I have the same problem it was fine at first but now my mms messages won't send even if my mobile data is turned on