SMS are not sent

Hi @OlegN,

thanks for your message and your pictures.

We already found the reason why you cannot send any text messages. Under the point SMSC there are a few numbers too much. Please cancel ", 145". Only "+491760000443" is correct.

I hope that after correcting this, you again can send text messages.

If not, please come back to our English community.

Loving greetings,
Tobias

o2_Tobias that does not make any difference. When I input "+491760000443" and then "Update, it's ok. When I hit "Refresh", it's again "+491760000443",145

And that is not an error. See this:
https://www.developershome.com/sms/cscaCommand.asp
"The address_type Parameter"
145. Meaning: The SMSC address is formatted using the typical ISDN / telephony numbering plan (ITU E.164/E.163) and it is an international number. Example address: "+85291234567".

145 was set as default when I made a hard reset of my phone so it probably got that setting from SIM or the network or whatever.

Hi @OlegN,

thanks for these further details.

I just have spoken with our experts. Please write "+491760000443" and click "Update". Then restart your Google Nexus 5x (LG). Can you then send text messages again?

If this does not help, please put your sim-card into another device and send a SMS from there. Afterwards put your sim-card again into your device Google Nexus 5x (LG).

I hope these suggestions are helpful for you.

Loving greetings,
Tobias

o2_Tobias thank you for the reply. Unfortunately, both solutions did not work.

When I put the SIM to another phone, it detected the SMSC number correctly automatically but I still cannot send messages either to +7 or to the local +49 numbers. Looks like there is an issue with the network.

I do have more details to add.

First of all, I've purchased a prepaid number and had been using it for a few days.

Then I came again and purchased the unlimited traffic contract (that one 60 euro per month) and asked them to save the number.

I've also asked for additional SIM card so I can use 1 card in the Huawei router (purchased in the same o2-branded shop) and another card in my smartphone.

They said that it would cost me +5 euro/month - okay.

They inserted the original SIM card to the router and made it data only. It works fine and I've been using internet and sharing it at my home.

The additional SIM card they gave me, had another number. The actual number migration completed on January 30. SMS never worked. I used to think that I needed to wait until the number migration but it did not change anything.

The problem is the support is German only and I've just arrived in Germany 2 weeks ago and have not learned German yet.

Hi @OlegN,

thanks for your reply.

We just discovered that there is a fault in our system.

We already forwarded your issue to our technical department and they will solve the problem as soon as possible.

Therefore, I ask you for some patience.

Thanks a lot.

Loving greetings,
Tobias

Any updates please? Still not working. May be I will need to request a partly refund as the service does not work as expected.

Hi OlegN,

thanks for your reply.

Our technical department is still working on your issue.

Therefore, I just can ask you to have still some patience.

Thanks a lot.

Loving greetings,
Tobias

o2_Tobias please share ETA and please also share what exaclty the issue is about. It is not clear for me what's going on.

Hi @OlegN,

I understand that you like to get the problem solved as soon as possible. Until now I cannot tell you an exact time when the issue will be solved or what the exact problem is.

I can just ask you for further patience.

Thanks a lot.

Loving greetings,
Tobias

o2_Tobias I'm sorry but that kind of reply is unacceptable. You are telling me to be patient for unknown time and for unknown reason.

If you cannot tell me timeline and describe the issue, please find the right person who can provide me that kind of information or please ask your manage to assign a resource that can contact me and provide the information. Thank you.

Hi @OlegN,

as soon as I know more details, I will come back to you immediately.

Thanks a lot.

Loving greetings,
Tobias

o2_Tobias please stop softskilling me and please provide the requested information.
When I can expect the next update?

Hi @OlegN,

thanks for your patience.

Please restart your phone again.

Is it now possible to send text messages (SMS)?

I look forward to your reply.

Loving greetings,
Tobias

o2_Tobias thank you that is much better.

Now I can send sms to local and abroad numbers.

So what was the issue?

Hi @OlegN,

great, that is nice to read.

There was a technical issue in one of our systems for your mobile phone number so that you could not send a text message.

Our technical department solved this problem now.

Loving greetings,
Tobias

What kind of a technical issue?

Hi @OlegN,

I understand that you like to get a detailed information about the technical issue.

Please be aware of the fact that this information is not available for us.

But I can confirm that the technical issue is totally solved now.

Loving greetings,
Tobias

Please share the internal ticket number/bug number or whatever, I need to have a record about this exact issue.

Hi @OlegN,

for what reason do you need the ticket-number?

If you need a record, just refer to our communication here in our English community.

Thanks a lot for your understanding.

Loving greetings,
Tobias

Sorry but I stil do not understand for what reason you do not share a ticket number with me?

Hi OlegN,

I can send you the ticket number, regarding this issue, via private message, but firstable I need further customer data. Do you want me to send you a message or is it okay if I just tell you that that it had something to do with a missing option in your tariff?

Best regards :)
Michi

o2_Michi yes, please send me a message. And also about what was the missing option. Thank you.

Hi OlegN,

thanks a lot, I sent a private message. 🙂