Verizon is not correctly routing SMS to my T-Mobile SMSC.
kcclubkirby
Enthusiast - Level 2

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! ๐Ÿ˜„

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1 Solution
kcclubkirby
Enthusiast - Level 2

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.

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9 Replies
RDB6
Newbie

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 donโ€™t go through. Also if I initiate a text she doesnโ€™t receive it.  Itโ€™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 didnโ€™t forward to her phone.  They said they would elevate and call her back but didnโ€™t.  When she calls them the new tech said that the research didnโ€™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.

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kcclubkirby
Enthusiast - Level 2

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.

SynthpopAddict
Master - Level 1

@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.  ๐Ÿ™„

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.

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I'm not a Verizon employee, just another customer trying to help.
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SynthpopAddict
Master - Level 1

@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.

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I'm not a Verizon employee, just another customer trying to help.
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vzw_customer_support
Customer Service Rep

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

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SynthpopAddict
Master - Level 1

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...

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I'm not a Verizon employee, just another customer trying to help.
kcclubkirby
Enthusiast - Level 2

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. ๐Ÿ™‚

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SynthpopAddict
Master - Level 1

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.

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I'm not a Verizon employee, just another customer trying to help.
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vzw_customer_support
Customer Service Rep

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

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