Why does it take 6 representatives and hours on chats and over the phone to fix an issue that so many people seem to experience? This isn't the first time I had this problem. When I activated my Galaxy A51 I had this issue. Technical support fixed it within minutes when I finally got to the right person after explaining the issue ad nauseam. Now, having gone from my A51 to a Galaxy S10, the issue is happening again... but this time - tech support? NON EXISTENT.
WHY? I HAVE SPENT LITERAL HOURS TRYING TO OBTAIN AN ACCEPTABLE LEVEL OF SERVICE. Why? DO BETTER. This problem still isn't resolved and I am waiting on hold as I type.... except sadly, I need to go now. It's been hours and now my family needs me. THIS IS UNACCEPTABLE AND UNBELIEVEABLE.
This is NOT the level of service I've gotten since becoming a customer 18 years ago. WHAT HAPPENED??? DO BETTER! We have exhausted all the basic troubleshooting steps. I have explained the issue again and again and again and again. The network is responding to my device like it doesn't have a 4G SIM. It is responding to my device like it cannot handle HD. It is breaking .mp4 down into EXTREMELY a low quality thumbnail .jpg & .qcp sound file.
The problem is identical to what happened a year ago....... but taking 3 times as long to resolve. In fact, I will go to bed tonight with this unresolved. How large is Verizon? How long has Verizon been around? WHY IS THIS YOUR LEVEL OF SUPPORT why
Hello, we are here to aid in any way that we can. Please send us a Private Note, we would like to further look into this for you.
I am having the same issue, have sent private message with no response. Why is the fix for this so top-secret if I see so many threads about it. Also frustrated.
Hi, Jsrokavzw. We appreciate your efforts and I apologize that you did not receive a response. To confirm, does this occur with all MMS? Is the file being split even when received on Wi-Fi? What messaging app is being used?
I've contacted support 4 or 5 times about this in the last 2 weeks. I tried again today, but am still experiencing the problem.
araneidan, we understand the frustration with having issues with incoming multimedia messages. Are you experiencing problems with other apps you use or data? What type of plan do you have? Is this happening with other devices on your account?
-Joshua
I wound up fixing this myself just now.
Through my Samsung Galaxy S10, I went through Settings>Connections>Mobile Networks>Network Mode- and from here I switched from "Global" to "LTE/GSM/UMTS" and then restarted my phone.
Now my phone is finally behaving on the network like it has a 4g SIM.
araneidan, we are glad to hear your issue is resolved. Should you encounter any other concerns, feel free to reach out at any time.
-Joshua
I have had the EXACT SAME EXPERIENCE Verizon. I spent multiple hours today trying to troubleshoot the blurry MMS image issue via phone. After 4 hours, 3 disconnected calls with tech support after trying to help, nothing was resolved.
I got a new S21 and activated through Verizon and it is causing me nothing but grief.
I tried following the previous users fix but my S21 doesn't have the same settings features so doesn't apply. I have Googled everything and can find no solution.
For the amount I pay Verizon every month, it would be nice to get some actual tech help.
When an MMS is sent, the picture gets shrunk down and the quality is reduced so that it can fit in the MMS message.
If you and your friends/family use a data messaging app like Hangouts or WhatsApp, Telegram, or Google's Messages then photos are sent in the original quality. What is the name of the app used to text?
-David
Any updates in this? Are you still having issues?
Zackl0214,
We want your photos to work properly. What issue are you experiencing with your photos exactly? -Pamela
I recently purchased a Sony Xperia 1 III and switched over to Verizon. I've been having the same issues. I've tried multiple messaging apps but none have solved these issues.
MMS pictures are compressed to about 20-50kB. Well below Verizons MMS limits. Any video sent to me over MMS is also split up as described in the original post. As of now I'm using Google Messages and Chat Features are enabled.
Videos are being split into a blurry picture and a sound file. They are well below the 5MB threshold.
I spoke with a customer service agent last night who was unable to determine the issue. She ended up closing that ticket and opening up a new ticket with the networking department. The networking department has since followed up stating the network is working as intended and the device is at fault.
Looking at the replies here I imagine that's not the case. Had the issue been with the same phone I would have been more understanding. It seems to be happening with different makes/models. Is this issue with phones bought outside of Verizon? (I purchased my phone unlocked at Best Buy.)
Hopefully we can make progress in regards to these issues here in this discussion. Having to sit next to my phone for hours with support is not ideal and not a great experience for a new customer.
Thank you very much for this feedback. I appreciate these details. I would like to look closer into your account to review the account details. Please send us a Private Message via the link : http://on.fb.me/KdwH96 .
-Roni
Good evening Roni,
I appreciate the response. I have restarted my phone and have also removed/inserted my SIM card. Neither of these have resolved the issues regarding MMS messages and videos.
The link you provided links to a Facebook help section not a specific Facebook account. Would sending a private message on here be okay?
Thank you!
Thank you for the details, TheBS1. And yes, please send us a private note to better assist. ~Baldo
Good morning,
I sent the vzw_customer_support account a private message/note two weeks ago and haven't received any type of response. What is the normal turnaround time for private messages?
My impatience got the best of me. Please ignore the previous message. Someone in support has responded to my private message.
For anyone reading this: I got nowhere with support. They insisted it was due to my device not being Verizon branded. I was told had I purchased the Verizon branded version of my phone I wouldn't have the issue. Unfortunately, there is no Verizon branded Sony Xperia 1 III and the Verizon website itself directs you to the Sony website to buy the unlocked version.
Start a new topic or ask questions in the open forum.
