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Message+ keeps muting a conversation

I have the Galaxy S8+ and I absolutely love using Message+ for all my texting... I've used it since I had the S6. But I've encountered a problem that I don't know how to solve, and Google search hasn't been very helpful. I muted a single conversation months ago, because my brother-in-law likes to spam my phone sometimes to be funny and annoying. I unmuted the conversation the next day and this is where my issue appears.

Randomly over the months, Message+ will remute the conversation and I have missed important messages because of it. I have to keep undoing the mute, and it's become a habit to check every day and night to see if that infamous mute symbol is next to the conversation. I've tried deleting the entire conversation off my phone, tablet, and web. I've tried updating. I've tried switching to the default messaging program and then back to Message+. But, even with a brand new conversation with my brother-in-law, it will randomly become muted.

Is anyone else experiencing this problem and how can I fix it? I'm becoming quite annoyed that nothing seems to be working.

Comments

GHK012

same issue on my Note8 and Htc 9. I have only muted 1 person in my lifetime. I turn off the mute function on my current cell phone and within a day or so, the conversations shows muted again.

I am wondering if I muted the contact on another phone that it is syncing to "mute" even if I unmute from another phone. Otherwise, I have no idea why it randomly mutes

Verizon_Support

Text messaging is how we all communicate, so we want to be sure your texts are working correctly for you. What we want to try next is resetting the Message+ app. Here is a link that will help: http://vz.to/2hgRAXy

RosanneM_VZW

If my response answered your question please click the �Correct Answer� button under my response. This ensures others can benefit from our conversation. Thanks in advance for your help with this!!

Cynnerthia

I followed the troubleshooting directions to reset the app. I'll follow up in about a week to see if that made a difference, since the auto-mute wasn't always on a consistent time frame. Thank you so much, and I hope this works!

Cynnerthia

Actually, I didn't need to wait a week. I woke up this morning and the conversation was auto-muted again.

Verizon_Support

Thanks for working with us, let's keep moving towards a long-lasting solution. Is the Message+ application up to date? We can check this by going to the Play Store, then tapping the menu icon, tap "My apps and games", then tap on the Message+ application.

ChrisM_VZW

SUECONNICK

I have the same problem for months now. with only one contact. I even reset my phone back to factory settings, and it still happens.

Cynnerthia

My app is completely up to date (I have it on auto-update on WIFI), but even after double checking, it's still current. I've also tried deleting the conversation on my phone/tablet/laptop and starting a new conversation. I just recently followed directions to troubleshoot the app. Nothing seems to be working. :smileysad:

Verizon_Support

SUECONNICK,

I appreciate the steps you've taken. What happens when you remove/delete the contact from your device then message with the number not saved in your phone?

KatiM_VZW

Chasestone_03

Both my wife and I have the same issue. I have the Samsung S7 and my wife has an LG 5. This has been going on for quite some time now. As it was stated before, Google searches have been no help. Glad to see there is now a thread dealing with this situation.

Our message+ app is up to date also. I have also physically witnessed the auto muting on my phone. It happens when I type a message and when I hit the send button is when I physically see the "muted" message pop up. What's weird is that on my phone it only mutes my wife's conversation. On my wife's phone it mutes my conversations.

Hope to see this resolved soon as it's pretty annoying. I don't like getting in trouble for not reading messages I didn't know I had. :smileyhappy:

jav6

Has this been escalated to Verizon technical support to try to duplicate this issue? It seems the troubleshooting suggestions here are being repeated over and over.

Verizon_Support

Jav6, I want to thank you and the rest of the community for your patience. I must admit I have not heard of this problem, but will do everything I can to help fix it. Here are some instructions that might help fix the problem:

1) open the text of the user

2) click on the down arrow beside their phone number top left (conversation setting should open)

3) change the notification setting (if the setting selector is gray then they are muted)

RalphT_VZW

If my response answered your question please click the 'Correct Answer' button under my response. This ensures others can benefit from our conversation. Thanks in advance for your help with this!

Verizon_Support

I understand this important for you, Chasestone_03. We certainly don't want you to get in trouble for not reading important messages. We certainly want to get to the bottom of this and get this resolved. I would like to look into this deeper and get additional information. I have sent you a Private Message, so we continue to work on this together. I look forward to hearing from you.

GersonG_VZW

AFC123

I too am having this issue. It started months ago while I still was using Galaxy S7 edge and now that I am using the Galaxy S8+ the problem persists. It only mutes a single contact (which happens to be my wife). It can go days/weeks without muting and then I will randomly open the app and will see the conversation has been muted.

I have followed all the troubleshooting steps mentioned in this thread and everything is up to date.

Cannot figure this out for the life of me and am on the verge of deleting this app altogether.

Howrubin

I have the same problem with my Samsung S6 phone and the troubleshooting that was described does not work. Please notify me once you have the correct answer. This problem is causing me a lot of grief. Thank you!

Verizon_Support

Ensuring you receive all of your messages is a must Howrubin. I welcome the opportunity to assist you with this matter. We want to make sure our app developer is aware of this issue with your Galaxy device. Please email them at VerizonMessages@VerizonWireless.com and provide your make and model phone, the issue that occurs, when it typically occurs (if there is a pattern) and when the issue first started for you. A member of that team will then be in touch if additional details are needed.

EbonyR_VZW

If my response answered your question please click the _Correct Answer_ button under my response. This ensures others can benefit from our conversation. Thanks in advance for your help with this!!

halvorson_nikki

I thought I was going crazy! This started happening to me with one conversation using Message+ on my Droid Turbo 2. I just switched over to the z2 Force and it's happening again! Same conversation. Brand new phone. Everything updated. I don't remember ever intentionally muting a conversation. But just this one keeps muting itself. I'm sorry that the rest of you are having this problem also, but glad to hear I'm not completely insane!

Brad_Lbs

VZW messages randomly mutes the same reocurring contact, but with one notable thing happening in addition. What I am experiencing is a two way problem existing on both ends. Meaning the person who my phone keeps randomly muting is having the same exact issue with their phone randomly muting mine. We have both upgraded our phones, and there is no pattern. Some days I will be muted, others they will be muted, and on the really fun days we are both muted.

All efforts to solve this problem has been similar to this thread. Opened on Sept 17 & since has repeated the same steps on how to trouble shoot the problem without one notation of ever solving it. How does this problem persist without a solution?

JWNC27521

I've noticed the conversation is muted when my phone reboots on my Pixel XL... Same conversation gets muted, every time.

JUANRICOS

I am experiencing this same problem with one contact. Hopefully I can add useful information to help figure this out.

I have noticed that when I log into the online messaging application, (the one with the web address that starts with web.vma.vzw.com) that contact always shows as muted, even when it is not muted on my phone.

I have watched my browser screen as a I mute and unmute contacts from my phone. With all other contacts I have tried, i can mute the conversation on my phone and a few seconds later the mute icon shows up next to the number on web messaging. When I unmute the conversation on my phone, a few seconds later the mute icon disappears on web messaging.

However, for this one contact that is constantly and phantomly being muted on my phone I cannot get the icon to disappear on the web messaging app. I have muted and unmuted on my phone, but the mute icon constantly stays next to the contact on the web messaging app.

Maybe this info will help get to the bottom of the problem. It will help me out tremendously since the contact that keeps getting muted for me is my wife, and she is the one who texts me the most.

NARYA12

Juanricos, after reading your comment, I logged onto the online messaging app out of curiosity, and now I see the exact same thing you did. My husband is muted on the online app, and there doesn't appear to be any way to unmute contacts there. When I mute/unmute him on the phone app, it doesn't affect the online app at all. He's just... permanently muted there. Maybe this is the root of the issue we're all having?

edharcourt

My wife and I have the same problem. We both have Samsung 7 Edge

Verizon_Support

We want to be sure your device is functioning properly. May we ask how long this has been occurring for? Is all software on the device up to date? KleoL_VZW

If my response answered your question please click the "Correct Answer" button under my response. This ensures others can benefit from our conversation. Thanks in advance for your help with this!

Cynnerthia

Is there another step that we can try? It appears that all of us have kept the app up to date, and multiple other steps to try to resolve this. Or have we exhausted all the options on our end and is it now a developer issue? I'm in the process of planning holiday travel, and I really can't afford to miss any important texts from the person that keeps getting auto-muted at random intervals.

edharcourt

Both my wife and I have temporarily moved away from message+ to using the default Samsung text messaging app until this is fixed.

NARYA12

I've done that too. My husband & I always need to be in touch due to our jobs, just can't afford these kinds of issues. Especially when it doesn't seem like these Support people really know what to do... Just the same suggestions over & over, like they either haven't read the thread, or they're just replying how they're told to. I don't think anyone is really interested in solving this.

Cynnerthia

It's really unfortunate, and I think I might have to just move away from using the app as well. I think the Support Team is mostly just following protocol on how to respond and also do not know how else to troubleshoot this issue. It's really not their fault, but it would be nice to see a push for an actual app update.

This thread has been open for nearly a month, but from the sounds of it -- all of us have been dealing with this issue for months. And I can assume that there's more than just a handful of us with this issue, and clearly it's easy to replicate by simply muting a conversation for 24 hours (letting it sync with the Cloud), unmuting it, and just watch the annoyance unfold. I suppose, it's just finding the right person to bring the issue higher and ultimately to the software developers of the app.

AZCardinalsGirl

I have this same issue as well, just one contact, my daughter. Ridiculous that they can't get this figured out!

Dandmalexander

I would love to find a solution as well, I can finally show my wife that im not making this up, she is the auto muted person in my phone(s8+), and it's ridiculous. I'll be switching apps until a solution is found, and that's unfortunate, as message+ is our favorite messaging app.

PURRFEKT01

I posted a thread on this myself last week. I did not see this one when I searched the boards.
"Why is Messenger+ muting my contact conversation on it's own? It is only doing this with one contact. It is, of course, the one I chat with the most. I have to "unmute" them just about every day. You have to go down 2 levels to "mute/unmute," so I do not see how I could be accidentally/unknowingly be doing this myself. How do I stop this from happening again?"
I have a Galaxy S Note5. This has been going on for at least 6 months. All my apps are up to date. It is happening on my tablet and my phone. Very disappointed in Verizon. I really liked this app, but it maybe headed up the door now.

PURRFEKT01

Someone else mentioned they checked the online messenger and saw the contact muted there. I just did that and this one contact is muted. I cannot unmute it either.

jav6

These Community Forums are great for discussing common issues and maybe finding what resolved someone else's similar problem, however this is not Verizon Technical Support. If no resolutions show up, maybe tickets need to be opened with Verizon Technical Support (800-922-0204 or *611) to get their Level 2 and Level 3 support working on it. If there are tickets opened, share them and the status/results. These Community Forums provide Level 1 (basic) support at best.

AZCardinalsGirl

So I may have found a way to fix this. I looked at this from the idea that the problem is caused by the conversation being permanently muted at the online Verizon messages website located at:

https://web.vma.vzw.com/vma/web2/Message.do

What I did was disconnect all of my devices:

I then closed all of the apps on my phone, tablet, desktop. Reopened each one and reconnected. I sent another text to my daughter and the website online now shows that conversation is not muted. Just did this today so it may come back again but it seems like this may fix it. I'll update if it mutes again.

After being on the phone for an hour with Verizon they still have no idea why every app platform has the ability to mute/unmute but their website does not have that option. They are supposed to be escalating to see why that option is missing.

JUANRICOS

I really think this has to do with the online messaging integration. The contact that I was having problems with was always showing up in the online messaging app as muted, with no way to unmute.

I went into the settings on the mobile app and selected "Delete My Account". As it says this will delete all messages from the online account and basically reset the online messaging app. This will not delete messages on your phone, just the past 90 days messages that Verizon keeps on their servers.

After doing this I, turned integrated messaging back on, sent a message to my "problem contact" and now they show as not muted on my phone and online.

I think this is going to fix the issue for now. Losing the 90 days of backup messages on Verizon's server was not a big deal to me. I still have them on my phone, and if I am paranoid about it, I can back them up myself with one on the many apps available to do that.

If I find that this problem happens again to me, even after this, I will be sure to report back.

JUANRICOS

Looks like I was typing the same time you were. I think you are right on with the fix.

kbilbee

I looked in the web version and see the same thing. The conversion is not muted on my phone but muted in the web version.

I have a Galaxy S7 all software is up to date.

Cynnerthia

I followed your steps as far as disconnecting and then reregistering my devices, and the conversation is still muted on the web app. I'm going to try this a couple more times though, to see if maybe it's a sync issue and delete the conversation from everything (again), disconnect, and then reregister.

The only other thing, as suggested was to just keep routing this up to the Technical Support team and just leave this thread as unsolved, since it's just going to rely on a patch update.

AZCardinalsGirl

There was one more thing that I did but I don't remember exactly where it was. But it asked me if I wanted to delete all messages off the server. I did that so it completely removed everything, everywhere from the cloud. If you're still seeing a conversation on the web you probably didn't do that one step. And just FYI, my messages were still on my phone, just deleted from my tablet, desktop app, and web.

ROSSCH82

@JUANRICOS and AZCardinalsGirl: You have hit upon the solution! I tried the above-listed instructions several days ago and it is still unmuted (even over the dreaded Monday update!). Many thanks to you and AZCardinalsGirl for your persistence in working this through!

ASTRELLYA

Oh my goodness! I have been dealing with this issue for MONTHS! I had just about given up hope when I found this thread. I'm off to try out this solution now.

ROSSCH82

So, I followed JUANRICOS instructions as follows, and the conversation is still UNMUTED! Yay!

"I went into the settings on the mobile app and selected "Delete My Account". As it says this will delete all messages from the online account and basically reset the online messaging app. This will not delete messages on your phone, just the past 90 days messages that Verizon keeps on their servers.

After doing this I, turned integrated messaging back on, sent a message to my "problem contact" and now they show as not muted on my phone and online."

scs7311

Yippee!! Your solution WORKED!! Thank you, thank you, thank you. You should bill Verizon for your expert advise since you solved the issue and they did NOT!!

Jaxmaxinc

Same exact circumstances on my Note5 (substitute my ex-wife for your brother-in-law... btw, let me know if you'd like to do that).

ROSSCH82

Two weeks and two Monday updates later and still unmuted! The above is the solution!

ROSSCH82

@Jaxmaxinc: Bahahahahahahahaha!

ASTRELLYA

Thank goodness! It worked! no more mute problems! I will never, ever, mute a conversation again. Thank you JUANRICOS! You are a life saver!

VENTURASJ76

Same issue on my Moto Z 2. Deleting the account did not resolve the issue. When I created a new account, the conversation was again muted. Only one conversation does this; my mother's.

Verizon_Support

VENTURASJ76,
I’m so saddened to hear you’re having this same situation with a particular contact / conversation performing an “auto mute” while using Messages +. We’ll do all we can to help troubleshoot further. Please clarify a bit more about the steps you took to delete the account, then create a new one. Which account are you referring to? Have you tried deleting your mother’s contact information then re-entering it on your device? Have you successfully had other Message + conversations which allowed you to control the mute on/off?

GeorgeS_VZW

Follow us on Twitter @VZWSupport
If my response answered your question please click the “Correct Answer” button under my response. This ensures others can benefit from our conversation. Thanks in advance for your help with this!!

Tedlackner

Same issue on an HTC 10. Except the conversation it keeps muting is with my wife. . Not good for our relationship. I tried to delete my account and that produced an error message. Any ideas?

Verizon_Support

Tedlackner We definitely don't want you to have issues with your wife. Let's make sure we get this figured out. Does this happen only with your wife? Does she have issues with anyone else? Does she also use Message +?

DeloresK_VZW
Follow us on Twitter @VZWSupport
If my response answered your question please click the �Correct Answer� button under my response. This ensures others can benefit from our conversation. Thanks in advance for your help with this!!

Taeddy3

YES Thank you. This worked!

jlai198

my Galaxy s9 plus keeps muting my boyfriend's conversation consistently. I will unmute it and not even an hour later it will be muted again multiple times a day I have to unmute it it's very annoying

FACMBC

jlai198,

AZCardinalsGirl and JUANRICOS figured out the problem. Their instructions are on pages 4 and 5 of this string. From what I understand Verizon still has not fixed the problem. I have it also right now. I'll be doing the AZCardinalsGirl and JUANRICOS fix this afternoon on my wife's phone.

leprechaun19711

JUANRICOS, thank you. You found the solution and fixed a problem that was driving me nuts. Same issue as everyone else, my wife was muted and I was missing messages. Just deleted account from Verizon's online web app and then reconnected my phone and the mute is gone. Again, thank you!

Tbonepdx

Similar problem here. Galaxy Note 9. I'd say a random 75% of ALL my conversations are automatically being muted, and I've never, ever muted a conversation. I switched back to another messaging app but of course it remembers whatever the Message+ app set so I have to go back and unmute them all. I'm a realtor and this costs me money! Money I don't have.

Anyone else sick and tired of all the "let's get to the bottom of this" rhetoric from the Samsung responses here? Stop telling me you want to solve the frickin problem and just solve the frickin problem already.

Verizon_Support

Tbonepdx, having issues with your Message+ app can be frustrating, especially if it's your main form of communication, let's gather some details. When did the issue start? Any recent updates (new update, new apps)? Aside from trying a different messaging app, what other steps have you attempted (uninstalling/re-installing the app, force stop, clear cache, etc)?

GilbertoL_VZW

angelawilliams2

that didnt work

cabcam

I have found the answer. My messages were always being muted on my husbands phone. The answer was a setting on my phone, not his! We both have Samsung S10e.

The person sending the message has a setting they need to change: Settings, Google, Device Phone Number, Control how others connect with you. There are three settings:

Use my phone number
Use my phone number, but ask first if charges apply
Don't use my phone number

When I select the first option my message is not muted on my husband’s phone, when I select the second it is muted! Never tried the third.

moran0408

This is happening to me but only with texts from numbers I have not yet been texted by. This makes being on call difficult since our company texts with numbers that begin with 777 and then random numbers after that. I've had to resort to borrowing an actual pager while I am on call so that I don't miss any pages since I work for a hospital and it is imperative that paging works.

moran0408

I unfortunately had to stop using message +. Every new contact that sends me a text is automatically muted. I've missed to many important texts.

Verizon_Support

Good morning, moran0408. It's definitely important to receive your text messages, so I understand your concern. I'm here to help. Have we previously completed troubleshooting steps with you? What messaging app are you using now?

TracyB_VZW

JUSSemmie

I logged in and it says I have no connected devices so this did not help me.

babs60

I deleted the thread and that seemed to work. I have a Moto g7 power and was only having this issue with one conversation. Since I deleted that thread & restarted a new one, I haven't had any problems

RNJMOM

I have the same problem I don't know what is causing it I've done everything they've said but it still happens.

Verizon_Support

We appreciate all of the steps you have taken thus far, RNJMOM. This concern has been lifted up internally and is under review. Additionally, you can report a bug via the application by doing the steps below:

1. Open the Message+ app.
2.Click Menu > Settings > Account.
3. Report a bug.

TionnaB_VZW

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