OUTBOUND SMS NOT WORKING. HELP

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  • Question
  • Updated 3 months ago
  • Answered
  • Account type: Canada
  • Related case number: 09252543
  • Detailed description of problem: Outbound SMS is not working for single phone line. Other lines are working fine. Outbound and inbound SMS is working for RC to RC lines but not for mobile phones. This has been very frustrating and inconvenient. I've had this number for years and yet this keeps happening every now and then. 
  • Previous troubleshooting steps taken: Sent test SMS with Chat support. 
  • Number of Users affected: 1 user line. Other SMS working fine. 
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T Yap

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Posted 3 months ago

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Customer Service

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Same thing is happening to me
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Customer Service

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Ive called in and the tickets been active for a month now...nothing has been done. 
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Jessica - Community Moderator, Official Rep

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Hi Customer Service, 

I reviewed your case. It looks like in one case, the number that was having the issue was re-provisioned to assist with this. There was an email sent advising that your case would be closed as a result of the troubleshooting, and if you needed additional assistance to open a case with Bandwidth and provide SMS test samples.

In another case with examples provided, one number was an unallocated number and another was not enabled for SMS. The last number had the message blocked by a content file, the bit.ly included in the text. There is a known issue that is being actively researched. 
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Customer Service

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Hello, thank you for taking the time to reply. However your explanation is like Chinese to me. All I know is that I am still unable to use text messages and it’s costing me money. We tried making a virtual line and using it that way with my account manager but we had no luck. What is going to be done in regards to this considering that this is really hurting my business.
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Jessica - Community Moderator, Official Rep

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There is a known issue that will prevent messages that contain bit.ly links from sending successfully. If you're having issues outside of that with sending texts, please reopen a case with our Tech Support team. 

Open support case online  
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Jessica - Community Moderator, Official Rep

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Hi T Yap, 

I see you opened a case with our tech support team yesterday, 8/22. It has been escalated to Tier 2. Please continue working with Tier 2 as they help troubleshoot. 
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T Yap

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Hi Jessica, yes I did. I tried everything including call, and chat support but they haven't been too helpful. This has been a recurring issue. Sometimes it's working fine and sometimes it isn't. I hope this can be fixed once and for all (not just a temporary fix) as we'd like to have a service we can count on and not have to keep checking if the problem came back again.  I also would like to update that it's not just with the outbound SMS that we're having problems with for this line but the inbound is affected too. 
(Edited)
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Mike

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This reply was created from a merged topic originally titled Hi My SMS with Ring Central stopped working on one of the numbers. The rest stil....

My SMS with Ring Central stopped working on both inbound and outbound.  I have multiple numbers however only one of the numbers has this issue.  The rest still work.  Help please!