Incoming MMS Blurry & Incoming Video Broken into 2 files - a thumbnail and a .qcp sound file

[araneidan]

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

[vzw_customer_support]

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.

[Jsrokavzw]

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. 

[araneidan]

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]

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. 

[vzw_customer_support]

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?

[vzw_customer_support]

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

[vzw_customer_support]

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

[LibbyTrav]

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.

[vzw_customer_support]

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