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Messages+ mms didn't transfer

I had to get a new phone because of an lg issue and they said messages+ world transfer over but only sms did. The mms if it had text transferred over the text but not the picture in the mms. Any idea or suggestions would be helpful. Unfortunately I don't have old phone. 

Re: Messages+ mms didn't transfer
Customer Service Rep

We're sorry to hear your Multi-Media messages did not transfer over, Etzi. Multi-Media messages will transfer over if they were backed up through the Verizon Cloud. Did you by any chance back up content with the Verizon Cloud? -Danielle