Verizon Messages app missing messages

[rskorecki]

Hi there.  I switched to Verizon last summer, and also started using the Messages app.  I noticed that every few days I would receive a message on my phone that would not show up in the app (I'm not using an iPhone, so it isn't an iMessage issue).  It was annoying, but acceptable b/c I could at least see the missing messages on my phone.

However, now I am working in a location that has no cell service of any kind...but we do have internet access, so I am able to use the app to receive messages on my laptop.  This is great, except for the fact that now I can't see the messages that the Messages app misses.  I have searched online and seen that others also have mentioned problems with the app missing messages, but no real solutions.

Can anyone from Verizon offer any suggestions of what steps may be taken to address this problem?  Thanks in advance.  If I can't find a way to ensure the messages are going to be reliably delivered to the app, then a switch in carriers will have to happen before my next deployment. 

-ryan

[vzw_customer_support]

Thank you for reaching out to us. It certainly sounds like an interesting situation you have going on. The messages that are not coming through, are they picture messages, group messages, or Multimedia messages?

NicoleT_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!

[rskorecki]

Hi Nicole, thanks for the reply.  I believe the messages I'm missing are regular text messages from singular people, however I do know that I have missed group messages in the past as well.  Of course, since October I have had no cell service, so the only way I know I've missed a message on the app is when the sender mentions it in following messages...or if I ask a question, and then get no answer...and then I ask again...and the other person tells me that they replied previously. 

I do have some screenshots from September (just before I left cell phone coverage) from both my phone and my laptop that do prove the app is missing messages, and I can forward to you if you'd like to see...just let me know.  Would you like me to post here, or should I email the screenshots to an email address?

Thanks in advance for any suggestions to help fix this.

-ryan

[Cellphone70]

I am also missing messages in the Verizon Message app.  In my case, messages originate from a Google Voice number.  I receive them in my native iPhone app, but not in the Verizon Messages app (on phone or computer).  After I reply to the initial message when I reply via the native iPhone app, or Verizon Messages app, I then receive replies in Verizon Message app.

This is a major problem, as I cannot rely on the Verizon Message app.  Only the native iPhone Message app receives all incoming text messages.

What is the process for opening an online support ticket?  I have screenshots of both Verizon Message App and native iPhone app to display issue.

[vzw_customer_support]

Missing text messages is definitely not cool, Cellphone70. Verizon Messages is designed to integrate all of your messages in one place. Let's work together resolve this concern. Just to confirm, are you sending and receiving text messages or iMessage on your iPhone? Were youy ever able to receive all of your messages in Verizon Messages? As you share the details then we can troubleshoot.

ArnettH_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!!

[rskorecki]

Hi there, thanks for the reply.

When I'm in a location that has cellphone service, I use my Samsung S7.

I have noticed that certain messages are missing from the app ever since

I started using it (about 6 months ago). I will attach a couple

screenshots below so you can see that the app is indeed missing

messages. As I mentioned previously, the big problem is that since

October I have been working in Antarctica where there is no cell service

or wifi, so I can't use my phone...I must rely on the app on my laptop

to send/receive messages. This means that I don't know exactly how

many messages the app is missing, b/c I can't cross-check with my

phone. The only way I know I've missed a message is it the sender

mentions it in a later message that I actually do receive on the app.

Thanks for any suggestions to remedy this.

[pherson]

My recommendation is to call customer service and request th international support team but Antarctica doesn't have or has spotty service. In that case all bets are off and they have the right to end your service ussge is of a certain length of time roaming. You can search the service rates or length of time on their website.

[pherson]

I'd honestly depending on your length of time there is to forward your Verizon cell number to a local company or buy a local sim to use. You could still get calls but it won't be through Verizon's tower. You could also get a local sim and then use an app like WhatsApp or google voice where you can use the internet. That would be your best options.

[rskorecki]

Thanks for the suggestion...however, as mentioned previously, I am in a location where there is no cell service of any kind.  There is no local company to forward to.  I am in Antarctica from Oct - Feb each year, and there is simply no cell service here.  I can't use Whatsapp b/c there is no wifi to connect a smartphone to. 

The solution has to come from Verizon.  Someone at Verizon must first acknowledge the problem, and then take some sort of action to fix it.  Prior to leaving cell service in New Zealand, I sent in screenshots which show missing messages on the app compared to my phone...but no one at Verizon will acknowledge the issue. 

I am somewhat relieved to see that I am not the only one experiencing this issue, but it would really be appreciated if someone from Verizon customer support could offer some assistance.  I got a reply from Verizon 4 weeks ago asking for more info, which I provided...but I have heard nothing since. 

[pherson]

The solution does not come from Verizon. Verizon is a US based carrier, and Antartica is not covered.

[rskorecki]

Hi...the reason I use the Messages app is because there is no cell service coverage in Antarctica...if there was coverage here, then the issue of missing messages in the app wouldn't be as big of a problem.

Whether or not Verizon has coverage isn't the issue.  The issue is that the Verizon app misses messages. No one other than Verizon can fix the problem.  The solution can only come from Verizon. 

[pherson]

It doesn't matter the app. Verizon service is not available there. Even if you using a computer with internet it's a US based app.

[rskorecki]

I do appreciate your suggestions, however....it is possible that I'm not explaining the situation completely clearly...I'll try again.  The problem is not the lack of cell service here.  The problem is that the app (whether accessed via online browser or via installed app on my laptop) receives most messages that are sent, but occasionally misses some.

Regardless of cell service coverage, the internet-based Messages app should work all over the planet, anywhere there is internet access...including here in Antarctica.  One of major benefits of the Messages app is that it enables text messaging independent of cell phone coverage.  However, it is a major flaw if the app can't be trusted to receive all the messages. 

I have called Verizon and discussed the issue and was directed to this site.   When I posted the original question, I got a reply from Verizon Customer Care 4 weeks ago...but have not heard back since.  

[pherson]

I understood you loud and clear. It's like you wanting a US based website to work perfectly there and it's not going to. Simple as that. I order shaving soaps and there are several non US based sites that don't always play nice. Deal with it. And that's probably why you haven't heard back. There is nothing to be done.

[rskorecki]

Hi Pherson,

      I'll explain more.  The problem occurs in the US as well.  My initial screenshots that I sent in to Verizon were of messages both sent and received in the USA.  The problem has nothing to do with banned sites, or sites that only work in certain countries.   For what it is worth, our telephone/internet connection is a satellite based connection that routes through the USA.  When I pick up the telephone here, I am actually on a Denver line.

     That others are having the same issue demonstrates that there is a problem with the Messages service not functioning correctly. It is less of a true problem in locations with cell service, because those of us experiencing the issue can reference our phones to see any messages that were missed by the app.

     I appreciate your willingness to discuss all this with me, but I also understand that you are unable to offer fixes to the problem.  I will continue to press Verizon for a fix.  However, the first step to fixing any problem is acknowledging that there is one.  Thanks.

-ryan

[pherson]

Well it's not a problem and it's a free service. You don't pay extra for it and as a result to them it's working as designed.

[Cellphone70]

For what it is worth, I am having similar issues for over 6 months, and I am in the US.

Just because it is a "free" or included service, does not excuse it not working.  In one of my replies, customer support stated "Verizon Messages is designed to integrate all of your messages in one place".  If the service does not provide all messages reliably, how can it achieve this goal.

Just because it is a free or included service, does not excuse it not working as advertised.  This is part of the overall Verizon service I pay for.  Does your logic of "free" service mean that features like caller id, call waiting, voicemail, etc. should not function properly?  These are "free" services.

[pherson]

Call Verizon and ask them to troubleshoot instead of being on this peer to peer forum. You'll be told the same thing.

[Cellphone70]

Text messages. iMessage is disabled.

I am not receiving messages from a Google Voice text message in Verizon message app (on Verizon Messages iPhone app or on Windows 10 app). I CAN receive message in native iPhone text message app.

This happened again today.  I can provide additional screenshots if necessary.  I can also reproduce the issue with techs watching if necessary. What is the process to open a case to have techs investigate the issue?

[pherson]

Calling customer service will do the trick quite nicely. Just don't call from the phone in question.

[leroybrock]

I don't understand why I'm seeing this same issue posted, sometimes years back, without any kind of actual answer.

All messages appear in the Verizon Message+ app on the phone.

Some messages, such as the one I received from Verizon stating that my bill is available to view, do not appear in the web app or Message+ app on the pc.

Why? What is happening? Why is this not reliable and how does it get fixed?