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The customer is experiencing issues sending and receiving pictures.
Other Response Scripts
85%
Yes, you just turn it off and turn it back on, yep.
70%
All right, you're all set.
65%
Now you just need to turn your phone off and turn it back on and your messages should be working correctly.
45%
And then you're going to go to the top right corner, there's three little dots, you're going to click on that, and you're going to click show system.
45%
All right, so now you're going to scroll down to DuraSpeed. It's DuraSpeed, hold on. Yeah, so it's D as in dog, U-R-A, speed.
45%
Got it, now what? Now you're going to click on open.
45%
And you're going to scroll down to messages.
45%
And you're going to clear storage.
45%
Yeah, so you see where you were just in messages? You're going to go back and do the same thing for your music app.
45%
Yes, and now clear storage?
45%
Okay, go to settings first, please.
45%
Settings, once you're in settings, go to app updates.
45%
Make this update, try to see if that problem is still showing up, if the second problem that you mentioned persists, please take a screenshot and text it to us so we can take a look at what you're saying, okay?
45%
You press the volume down and the side key at the same time, press them and hold them for a few seconds and that will create a screenshot.
45%
Okay, I'm going to activate this. This should be working in a matter of 30 minutes. In 30 minutes, put it in the phone, test the functions that were not working with your current service, and let me know, please.
45%
So you have to fix it.
45%
Okay, so it seems like you're having a problem with your data. You have T-Mobile, and you don't know if you have T-Mobile direct or T-Mobile by other company, correct? Correct. Would you be able to, yes, first we need to find out that. So, the first thing you have to do is you need to call 611, okay? And check how much data do you have left?
45%
What we can do is we can charge your account $5.50. You can get another gig of data for the month.
35%
No, just send a picture. It might come through, I don't know.
35%
Okay, so there's a setting on your phone, it's called DuraSpeed. It might be the cause of the problem. Can you go into your settings so we can see if it's on?
35%
All right, let me go to apps and notifications.
35%
Okay, so you can turn that off.
35%
Yes. You have to make that update and the problem will be gone and your app will start working normally again.
35%
For a few hours, if you can, or if you can later…
35%
I'm going to put an interim serving on it. Okay? Oh, got it. Okay. Once it's tested, please let me know if it worked or not. Okay?
35%
No, we have the card on file, the same number that you used to pay the bill. I could charge that card.
30%
Yeah, all the messages are going to stay, you're not going to lose any messages.
30%
Clear storage isn't going to delete all the messages like you said from the inbox? No, it is not going to delete any messages.
30%
Yeah, so because we deleted all the app residue data, it's just letting you know that message comes up when you first open Messenger on a brand new phone.
30%
This info number, 347-240-2482.
30%
Usually these issues have directly... It's that they're directly linked to your service, okay? It's not that I don't want to help you. These issues are usually linked directly to your service provider.
30%
I'm pretty sure that there's something with your number that is causing conflict. And unfortunately, that only will be on their US Mobile domain.
30%
It's the issue with the pictures is quite simple. It's either your service not working or the phone not working. And yes, if the service doesn't work, it will be effective on every phone.
30%
You need to call your service provider to see how much data you have left, okay? Because the data is needed to use the function. That's why I'm asking you for that.
30%
So you're having that issue because the data on your phone was reached. Did you download the update recently?
30%
Yes, so the extra gig was only going to be used for this month.
15%
Please send me a picture to this number. I'll take a look at it right now. Maybe I get it.
5%
No, just press the backward key and it will go back and you will be able to operate.
0%
Yes, we're releasing an update later today that will pretty much fix those issues, okay?
0%
I'm sorry. I'm sorry. I'm sorry. I'm sorry. I'm sorry. I'm sorry. I'm sorry. I'm sorry. I'm sorry. I'm sorry. I'm sorry. I'm sorry. I'm sorry. I need you to help me out. Let me get your phone number, please.
How Customers Ask This
"The customer is experiencing issues with sending messages, receiving pictures, and group messaging on their phone."
"The customer is unable to send and receive pictures on their phone."
"The customer is experiencing issues with sending picture messages."
"The customer is unable to receive messages with pictures."
"The customer is unable to send and receive pictures on their device."
"The customer is experiencing issues with sending and receiving messages, including picture messages."