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The customer is experiencing issues with sending and receiving messages after a software update.
Other Response Scripts
85%
All right, well, update that, and your phone should be working, all right?
85%
Yes, turn it on, and the phone calls also turn it on. And that's it. You should be getting all the messages with no issue now.
85%
You can just turn your phone off and turn it back on and you should be getting all your messages now.
85%
I can try to help you just to do some quick troubleshoots, maybe that helps. So, go to Settings on your phone, please. Then go to Apps and Notifications. Once in Apps and Notifications, go to COS. If you don't see COS Apps, you can go to, maybe the option will be App Info. Once in App Info, look up for the messaging app. Now scroll up to the third option that's going to be Storage and Cache. And press where it says Clear Storage. That should be better, yes.
85%
I can help you with that. Okay, you can go to settings in your phone. Once in settings, go to apps and notifications. Once in apps and notifications, go to CL apps. Once you're in CL apps, look for the messaging app. Click on it. Now scroll down to the third option, that's going to be storage and cache. And now press where it says clear storage. Don't worry, it won't delete your messages. Just clear storage. That will do it for both. Okay, now the messages should come through with no problem.
70%
Thank you for your call. Have a great day.
70%
So now with this thing that I updated, I should have the ability to send pictures now? Yes, you should.
70%
Once that's done, you should be getting all your messages with no issues.
70%
Yes. And it won't happen the same issue. Correct.
70%
Yes, now it's going to work just fine.
70%
It should work just fine now, okay? Now that's it.
70%
You're all set. Thank you.
65%
And then you're going to go to the top right corner, there's three little dots, click on that and click show systems.
65%
Yep. And you should be all set. You just need to put the SIM card back in.
65%
Can you go into your settings on your phone? Go to apps and notifications. See all apps. In the top right corner, there's three dots. Click on those. Now you're going to click show system. Scroll down to DuraSpeed. Open up DuraSpeed. So now is DuraSpeed on or off? It's off. Okay. Good. So you're going to click. You're going to turn it on. Now the messages should be on. Is it on? Yes, it is. Okay. And are the rest of them off? Okay. So now only the messages one is on. Is that correct? Yes. Okay. All right. So now you're going to go to your messages, your message app. You're going to go back to that long list for app info. You're going to go to messages. Go to storage and cache. And you're going to clear storage. Am I going to delete my messages? No, it's not going to delete your messages. Okay. All right. So now you're finished. You should be able to turn it off and turn it back on. Once you turn it back on, just remember to reconfigure Wi-Fi so that you can get that Waze back and working okay.
50%
Yes, that's correct.
50%
The update fixed 90% of our customers' issues. Unfortunately, it has not fixed all of our customers' issues.
48%
Once you're in Settings, go to Apps & Notifications.
45%
My recommendation and what you have to do in order for us to proceed, you have to call US Mobile. You have to call US Mobile, you don't have to tell them that you're having a lot of problems receiving MMS because they won't understand and they won't care. Just ask them the simple question of, hey, how much data do I have left? And they will answer you. If they tell you that you have a lot of data left, then it's something that is in the phone and it's something that we're already working on. But if they tell you that you don't have data, okay, then that's why you're not getting your MMS.
45%
Then call me back or, yeah, either we're working on an update later today or call me back and we'll see what we can do. But please, make sure to make the call to US Mobile first, okay? It's just because I want to help you. I don't want to turn you off.
45%
Press on the three dots on the top, please.
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Once you press on the three dots on the top, let me know.
45%
Press show system.
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Once in show system, you need to look up for an app that will be called DoRecipe.
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Enter there, please, and now press open.
45%
Go to settings in your phone again.
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Press on that, please.
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Once in storage and cache, press where it says clear storage.
45%
Go to settings. Then go to system, please.
45%
Once you're in system, go to reset options.
45%
Once in reset options, press where it says reset network, Wi-Fi, and Bluetooth.
45%
I can take down your IMEI and put you on the list, send the update to fix the issues that you're having, because those are the issues that customers were having prior to 2.2.7 that were fixed with that update.
45%
If you have an IMEI and if you have a SIM card for both slot 1 and slot 2, I'll need both of them. But if you just have one SIM card in your phone, I just need the first one.
45%
Okay, all right, so then you go back to the see all apps screen. And then you press on the top right corner, the three dots. And then you click on that and click on show system. And then you're going to scroll down to DuraSpeed.
45%
All right, so there you would open it up. And then you would click in. There should be a little switch. Turn it off.
45%
Once in app info, on the top right of the screen, you will see three dots. Press show system.
45%
Once you press show system, then is when you have to look up for the DuraSpeed. Scroll down all the way to DuraSpeed and click on it.
45%
What you need to do is you're going to close the phone. I'm going to start texting you in a few minutes from this number. Just keep your phone off. Don't use it for ten minutes. In five minutes, I'll start texting you. If you receive everything that I send you, that means that everything is fine. If you're not receiving them, that means that there's still something wrong.
45%
I can help you. So, you have to go to settings in your phone, please.
45%
Once in settings, go to apps and notifications.
45%
Once in app info, on the top right of the screen, you will see three dots, so tap on those three dots, please.
45%
Once you tap on those three dots, you have to look up for an option that will be called show system.
45%
Once in DuraSpeed, all you have to do is go to... Press open, and once you press open, let me know.
45%
So once it's on, then the messaging and the phone app, both should be on.
45%
Unfortunately, there's nothing that we can do for your phone. Um, I can try telling you to clear the storage on the message app. It may help with the message for a little bit. Um, so if you want to try that, by all means, you're not going to lose any data or anything, so I would say it's worth a try. So if you go into your settings.
45%
Go into your settings please.
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Then you go into your apps and notifications.
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And then go to the all apps.
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Now you're going to click open.
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Okay, you're going to turn it off.
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You're going to messages.
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And then you're going to go to storage and cache.
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You're going to clear storage.
45%
Okay, so let me plug it in. Let me see what happens.
45%
Yeah, you can go to 405, so I'll get to you.
45%
Or I'll get to my supervisor. He knows more than me, so.
45%
In the top right corner there's these three little dots. You click on that and you click show systems.
45%
Now you're going to scroll down to D as in dog. It's going to be in alphabetical order. We're looking for DuraSpeed.
45%
Alright, so now after that you should be able to turn your phone off and turn it back on. You should be able to send and receive messages again.
45%
To fix this issue, actually, all you need to do is you turn your phone off, take the battery out, and you're going to take the SIM card out. You're going to leave it off for a few to five minutes. Then you're going to try the SIM card in SIM card slot two.
45%
Yes, that's it. Just take out the SIM card, leave it out for five minutes, and turn it back on.
45%
Go to settings, app update.
45%
If you type into your search bar and type in updates.
45%
Okay, about phone, backup and restore, app update.
45%
Okay, go to settings in your phone, please.
45%
All right, I'm in settings, go to app update.
45%
Check for updates.
45%
Once in apps and notifications, go to see all apps.
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Once there, go to, on the top right of the screen, there's going to be three dots. Press on those three dots, please.
45%
Once you're in see all apps, on the top right of the screen, you will find three dots. Press on those three dots and press show system.
45%
Once you're there, you need to look up for an app that will be called Duraspeed, okay? D, it's look up for it, okay? You will find it. It's by alphabet, it will be by the letter B. B as in David. So, it's D-U-R-A-S-P-E-E-D.
45%
So, once you're there, press open.
45%
Once you press open, what you need to do here is you will see a list with all your apps. One of those apps will be the messaging app. Well, you need to toggle that one up, okay? So, toggle it on.
45%
Then go to See All Apps.
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Go to Messages.
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Then go to Storage and Cache.
45%
So first, can you check to see if your Waze and your weather are working properly?
45%
Now, if Waze isn't coming back even after you connected to Wi-Fi, we have to re-install the software on your phone.
45%
If you're in a single plan, please call them. Just make them a simple question, hi, how much data do I have left? And then tell them that your data is not working, okay, so it was working.
45%
I can help with that. Please go to your Settings, then you go to Notifications. In there, you go to the top right, there's a little three dots. Click on those, and then you would click Show System.
45%
After you click on Show System, you're going to scroll down to DuraSpeed. You're going to see an option that says DuraSpeed. Click that open. There, you're going to click open again. There's a switch at the top. Is it on or off? It's on. So turn that off.
45%
Okay, so the first thing you have to do, take out the SIM card out of the phone, okay, for about five to ten minutes, and then put it back in.
45%
Go to settings in your phone, please. Once in settings, go to absent notifications, please.
45%
Once in absent notifications, go to see all apps for app info.
45%
Once you see all apps for app info, you go to look up for the messaging app, please.
45%
Now enter, scroll down to the third option where it says storage and cache.
45%
Once in storage and cache, you have to press with this clear storage, okay? The messages won't be deleted.
45%
Once it's done, you have to try it, test it.
45%
Please, do that, and then let's, so can you try if it's working now, please?
45%
So after you go to apps and notifications and you click on see all apps.
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And click on that. And then you would click open.
45%
And you would turn it off. It says on.
45%
All right. And then you'd have to restart your phone.
45%
So you just call up your phone company, and you would ask them, Hi, I would like to know how much data I have left in my plan. And usually they'll let you know how much you have, and if you don't have any more, that's going to be the reason why.
45%
Once in settings, go to system.
45%
Once in system, you need to go to reset options.
45%
Press reset network, Wi-Fi and Bluetooth.
45%
Now turn the phone off and turn it back on again.
45%
For the message app. And I should click it. It won't mess up because last time I clicked it, I did not multimedia anymore.
45%
Okay, I can help you with that right now. Okay, so go to Settings on your phone.
45%
Now go to CO Apps, or App Info.
45%
On the top right of the screen, you will find three dots, so tap on those three dots, please.
45%
And press Show System.
45%
The option is called Do Repeat. D-U-R-A, D as in dog, U as in umbrella, R as in rain, A as in apple, X as in Sam, P as in Peter, E as in elephant, V as in elephant.
45%
Press on that, and now press Open.
45%
And once you press Open, you will see that your Messaging app and your Phone app are closed, so you have to open them.
45%
I can help you to make it. Yeah, go to settings, please.
45%
Okay, so you have Wi-Fi at home? Yes. Okay, go to settings in your phone.
45%
Okay, and go to network and internet.
45%
Wi-Fi, and then select your Wi-Fi, yeah, no, no, the first option you will see is Wi-Fi, okay, so enable the Wi-Fi, select your network.
45%
Okay, now go back, yeah, go back to settings, and you will have to find the option that says app update.
45%
I will highly suggest you to wait, okay, because there's going to be an update later today or tomorrow and that will impact some changes in the phone. Wait until then. Make the update when you receive it.
45%
Once you receive the update and everything is on, take out your own SIM card for a few minutes out of your phone, okay, and put it back to see if it works.
45%
I can help you with that. The first thing you have to do is go to settings in the phone, please. Once in settings, you have to go to apps and you have to go to apps and notifications.
45%
Okay, go to settings in your phone, please.
45%
Once you're in settings of your phone, go to apps and notifications, please.
45%
Okay, Durespeed, okay. Go ahead, just press on it.
45%
Once you press open, you need to find, yes, once you press open, you will see a whole list of apps. One of these apps will be your messaging app, so you have to turn that one on.
45%
Alright, then click on settings.
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Do an app notification.
45%
See all apps, yeah. Now in the top right corner there's three dots. You're going to click on that and click show system.
45%
So can you go down to D as in dog.
45%
Okay, so you're going to click that.
45%
Now you're going to click open.
45%
Now there's a switch at the very top that says on, right? You're going to turn it off.
45%
Alright, now you're going to go back twice to the previous long menu with all the applications.
45%
You're going to go to messages.
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You're going to clear storage.
45%
Can you go into your settings, please?
45%
Okay, on the top right of the screen, you will find three dots. So find those three dots, please.
45%
So tap on them and press show system.
45%
Yes, press on that and now press open.
45%
Once you press open, you have to put the messages on and the phone app on and leave it like that and that's it.
45%
Yes, messages and phone.
45%
Can you go into your settings? Yeah. You can go to apps and notifications. And then see all apps. And now in the top right corner, there's three little dots. You click on that and click show system.
45%
Now it's in alphabetical order. So can you go into D as in dog? And you're going to look for Duraspeed. So it's D-U-R-A-S-P-E-E-D.
45%
Yes. So where can I find it? In the settings, right? Settings and in the about form.
45%
Please go to your Settings, then tap Apps, find DuraSpeed in the alphabetical list, and press open. Once you're in DuraSpeed, you would turn it off.
45%
You need to include your first name, last name, your email, and your contact information, along with a detailed description of what exactly is happening with the phone.
45%
Okay, so first, let's just check and make sure that it's correct. Do you know what DuraSpeed is when you get there in your settings?
45%
What you can do is you can try taking your SIM card out of SIM slot 1 and putting it in SIM slot 2.
45%
Once in see all apps, go to on the top right of the screen, you will find three dots. So tap on those three dots, please, and press show system.
45%
Once you press show system, look for an app that will be called DuraSpeed, okay? I can spell it for you if you want.
45%
Okay, so tap on that, please.
45%
Okay, and now press open.
45%
I need you to text me your address, just your address, and we will send you a SIM card. Once you get the SIM card, this SIM card is just a test, okay? It's not to force you to transfer your service or anything. We'll put an interim number, and we will see, we will try to make it work, and see if the issue is the phone, or it's, or the service, or what's going on. So, please text your address right now.
45%
No, just text it to me, and we will go from there.
45%
Please give me a call back, we'll activate it for a few hours, test it, and see how we go from there, okay?
45%
Can you go into your weather app and tell me the last time it says it was refreshed?
45%
Can you go into your Waze app, let me know if it finds a location?
45%
Can you create a route, so just create a route anywhere to see if it loads correctly?
45%
Okay, we can try to do something right now. So you can go to settings in your phone, please. Once in settings, go to apps and notifications. Once in apps and notifications, go to CL apps. Once in CL apps, you need to look up for the, on the top right of the screen you will find three dots. Tap on those three dots and press show system, please. You have to go to the messaging app, okay, directly in that list. CL apps, go to messaging. Once you're there, scroll in the messages, scroll into the third option that's going to be storage and cache. And press clear storage. Yes, this asks that it will be permanently deleted. Yes, press yes. Okay, now? Now, turn off the phone, turn it back on, and if it's still not working, please feel free to call us back.
45%
So after the app update is made available, if you're still having that issue, after you get this successfully downloaded to 2.2.8, then you should check back in with us. But I think that should be fixed.
45%
Yes. So, for that, it's just letting you know that the app is essentially running with more capacity than normal. You can just press unrestrict and there's no problem. I mean, lift restriction.
45%
I understand. I can help you with that. So you need to go to Settings. Once in Settings, go to Apps and Notifications. Once in Apps and Notifications, go to CO app. Once in CO app, go to the Music app. Once in the Music app, press where it says Clear Storage and Cache. And press where it says Clear Storage.
45%
Just tell them exactly as I'm saying. Hi, how are you? I think I ran out of data. Can you add more? And they will add more for you, okay?
45%
In this situation, there's something which is for testing purposes. We can send you one of our SIM cards, okay? We will activate an infirm number so you can test it. We will test the phone thoroughly. We will make sure that everything works just to discard that the phone is not in a good situation, and then we will go from there.
45%
So, will you be able to text me right now your address so we can prepare your package and send it today?
45%
Yes, please. Once you get it, call back this number.
45%
Once you're there, you have to scroll down to the third option that will be called storage and cache. And once the storage and cache, you have to press clear storage.
45%
What we can do is we can try to restart your mobile Bluetooth and data, or Bluetooth Wi-Fi, see if that helps with the issue.
45%
You go into your settings, then you go to apps.
45%
Then you go to messages.
45%
And then you go to storage and cache.
45%
Okay, so then you would go to storage and cache, and you would clear storage on your message app.
35%
Now, all you have to do is simply, you will see a whole list of apps there.
35%
One of the apps will be the messaging app, okay? To make it on?
35%
Only on the messaging app, please.
35%
Please let me know.
35%
Try to get a picture again.
35%
We should try a new SIM card then, okay?
35%
Please, come to Barbara's store. We'll take a look. We'll test your phone with one of her SIM cards, okay?
35%
You can test your multimedia messages. Ask someone that you know to send you a picture message.
35%
Maybe if you can text-to-email yourself, see if it works.
35%
Once in DuraSpeed, you will see a whole list with your apps and everything. The messaging app and the phone app, both need to be on.
35%
Yes, you can give me another of your friends' IMEI that has the same issue.
35%
For the Waze app, you're going to have to connect to Wi-Fi in order for it to come back. If not, it'll take a really long time.
35%
Yes, keep it on.
35%
I would say around two hours. If it's still not come back, then you should back up the data on your phone and then come in for us to reinstall here.
35%
Can you go into your settings on your phone?
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And then go to apps and notifications.
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And then go to see all apps.
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So after you click on apps and notifications, you should see either see all apps or app info. Do you see either of those options there?
35%
Now you're going to click open.
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Is it on or off?
35%
Okay, so turn it off.
35%
Now you're going to go back to where you found DuraSpeed the first time.
35%
You're going to go to messages.
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You're going to click storage and cache.
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You're going to clear storage.
35%
Go into your settings and see what version of the update you're actually on currently.
35%
You should call Tello and ask them how much data you have left. If you ran out of data, they can add more for you.
35%
Once that's done, you should be able to turn your phone off, turn it back on, and you should be good to go. Now, if you're still experiencing any loss of the message or anything, please call us back.
35%
All right. So there's a few things that we can do to get this to work. Can you go into your settings?
35%
Yes, you would turn it off.
35%
If you check with your phone company, you may find out what the issue is. It should be coming in an update tonight.
35%
Go to settings in your phone, please.
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Press yes.
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Put your pin.
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Can I have the IMEI of your phone, please?
35%
That's all you have to do, yes. Yes, Messages & Phone.
35%
Alright, now if you have any other issues, please call back, alright?
35%
When you send the phone in, make sure to take your SIM card. You only need the actual phone itself. You don't need a SIM card.
35%
If you're still missing messages after that, you may need to reinstall the software on your phone.
35%
Yes, you should text this number that you're calling.
35%
You can keep it on.
35%
No, you should leave it the way it is.
35%
Yes, I recommend T-Mobile.
35%
For that you need to call U.S. Mobile to tell them that you think that you ran out of data, and they will add more.
35%
When this happens, does it give you an option that says app info or no? Can you make it happen now so we can fix it?
35%
I will note your name, what is your name? Yehuda. Okay Yehuda, I will put your name here in our contacts and when you call with that your name will pop up.
35%
You can keep it on. Leave it the way it is.
35%
Yes. I recommend T-Mobile.
30%
The issue you're unable to send out messages and or receive messages and receive photos and all the issues you're having with your messages is because you've used up all your data. So, in order to fix this issue, you would need to call your service provider to either get more data or wait until your...
30%
No, it's not the phone. It's the data.
30%
Yeah, so there's a new update that needs to be released. It's currently in the process, and I'm told that it's going to be released later on today.
30%
So currently the update that the developers are working on is to repair messages, because messages is currently having an issue with sending out certain... with certain users having issues with their messages.
30%
No, so that function is actually currently not working properly after the last update, but it should be working. We did notify the devs, so they did be getting all working for a fix for that.
30%
No, it did not get installed. That was the update that was supposed to happen, but it got taken down. So that is the update that's going to be coming out soon.
30%
You should be getting one before the end of the day.
30%
It may only record one side.
30%
The phone isn't accurate. If there will be a way on the phone, I wouldn't even suggest you to call. The phone doesn't tell you how much data you have left and never will. Okay, the phone doesn't know.
30%
There is an update that's supposed to be coming out today. That's supposed to fix the issues that customers are having with the message app. It includes missing messages, not downloading of the text messages, group messages, and voice memos.
30%
Yeah, so that's an update that actually never came out. It showed on everyone's phone that it was coming out soon, but it's not actually able to be uploaded because it hasn't come out yet. That's the update that's going to be coming out today.
30%
Yeah, so it's going to have all the solutions to the issues with the message app.
30%
Yes, it should.
30%
Unfortunately, there is no way for our systems to send old updates.
30%
Yes, it's going to fix the issues with MMS, text messages, group messages, voice notes, and talk-to-text.
30%
Should be tonight or tomorrow evening.
30%
I will notify the dev of this issue. Can I have your name and number? So that way we can come up with additional information about the text-to-email problem that you're having.
30%
The other apps can stay like that.
30%
No, that's it.
30%
There's actually an update that's going to be released, um, it should be coming out Sunday night, Monday morning. Um, it's actually already there in the app update, not able to be downloaded yet. Um, once it becomes Sunday night, Monday morning, you should be able to download that, and it'll be able to fix it.
30%
Once he is free, I'll be able to ask him about the APN. Is this a number that I can reach you back at? Yeah. Okay, so I'm going to take down this number. Once I get that information, I'll be able to contact you, right? You should be expecting a call back today. Any time today? Yeah, I would say maybe about like 10, 20 minutes.
30%
Currently, our devs are testing a new update to fix this issue. Once it gets to the testing phase and it is working with these customers, then we are going to send it out to the customers that picked my situation.
30%
They're going to send us an update when they have it, okay?
30%
I have no date for you right now.
30%
Alright, is your Waze and weather working?
30%
Check on the top, is it off or on?
30%
So the DuraSpeed, I turned off DuraSpeed.
30%
And it's going to say, like, delete all app data.
30%
Yeah, so there's also the option that if it's not working even after this, you may have to change your APN.
30%
Is the... Have you charged the phone overnight?
30%
So, maybe the battery is the issue?
30%
Some customers have experienced a loss of messages from that application that we turned off, DuraSpeed. So we turned it off. Right now our devs are working on the DuraSpeed app to see exactly what they can do to make sure it works correctly. So right now just keep it off.
30%
If you're having any issues after this there may be a different problem with your phone. So call us back if you still can't send messages, alright?
30%
Yes, there was a new update to fix that issue. The app update 2.2.7. If you want your app update, you should be able to download it now.
30%
You're going to be under system updates, that's something else.
30%
Software update is for the phone itself, not for individual apps. You can go in there, but it's going to tell you that it's up to date.
30%
If your phone is restricted by a school, it wouldn't have video. If you want your phone from FIG, then you have the ability to take videos, but you cannot send or receive videos.
30%
No, you cannot. None of the FIG phones can send or receive videos.
30%
If you do it, you'll see what I'm talking about. There is no such option to add Teams to the phone.
30%
There's no way to add that app to the FIG phone.
30%
Try that and if anything, let us know, please.
30%
So to explain the situation, every customer having this issue during the update, they then sent out an update to fix the issue. That's the 2.2.7. So that fixed 90% of our customers' phones. But there's still a few customers that are still having those issues.
30%
So then for those customers, they are working on another update to see exactly what's going on.
30%
Unfortunately, the only thing we can do right now is just wait. But they are working.
30%
Okay. So you used the bug data with your update and that's the reason why you can't send and receive picture messages. That's why your weather is not working.
30%
If you wanted to wait for that, that's fine. Should happen within two days.
30%
No, there's other people having that issue. That's why they're releasing an update though.
30%
Yes. Okay. So I'm going to look into that.
30%
In this situation, you should... I'm not trying to throw you off to them, okay? I'm here to help, but first, we need to verify how much data you have left.
30%
Unfortunately, multimedia messages won't work. You must use a different company.
30%
If you purchase a phone from us, and you have Tracfone, we will tell you that directly that Tracfone doesn't work.
30%
No, because this issue is on Tracfone, okay? So they should fix it. It's unfortunately not directly unfixed.
30%
Even if you call them, they won't be able to help you, okay? I'm so sorry. Have a great day.
30%
Currently, some of our customers with Tracfone are experiencing a loss of text messages. Our devs are working on a solution to that. So, currently, the only option they have, either you can wait with the devs and trying to fix that issue, or you can try the service.
30%
Unfortunately, we cannot provide a new phone for this. We'll try our best to help you, but we cannot provide a brand new phone.
30%
If not, I'll call you back?
30%
If you're having trouble sending pictures, like, sending and receiving picture messages, right, and your weather app is not opening or your Waze isn't working properly, that's going to be a sign of no data.
30%
No, that's going to be in an update. It should be coming tonight.
30%
If it works, you don't have to call me back. If it doesn't work, you have to call me, okay?
30%
The update is also fixing the missing messages, not the multimedia messages.
30%
They are working on it right now to get it fixed. It will still be fixed in the next few hours. They're trying to get it fixed before the end of the day today.
30%
Yes, so for some customers it has not been fully fixed with the messages. There's going to be another update for those specific people.
30%
It should be tonight.
30%
Yes, it doesn't make a difference, no.
30%
Yes for voice text? And auto also? Yes.
30%
Again, I do not have that information yet, and for, if I will have information, I will be more than happy to give it to you.
30%
If that update doesn't work, after the steps that I gave you, you will have – if you don't do it, I'm not going to force you. That's fine. But the change in the service, if you want to use a fixed phone, must come into consideration.
30%
Nothing to do right now that will change the situation, no.
30%
Yes, so we are aware of the issue. Our devs are working on it right now to fix that and they're going to drop a new update to fix the issue.
30%
There's going to be a third one that is to fix MMS.
30%
We are trying to complete it tonight, but there's no guarantee.
30%
I'm praying yes. It's going to be between today and tomorrow?
30%
If you want me to give you the steps, I can.
30%
Yes, so it is a general problem. Some of our customers were still experiencing issues even after the update. There is a fix for that. Do you have the phone in your hands?
30%
Alright, now don't worry, it's not going to delete any of your messages. It's just going to be deleting old app data. So after you press confirm, you're all set.
30%
For those customers, we are taking down their phone's IMEI numbers, and we're going to send them specific updates to fix their phone.
30%
That should be sent out by the end of today.
30%
Understood. I'll definitely let them know, all right?
30%
Because it blocks the background app.
30%
No, that's not going to slow down my phone, correct? No, it's not.
30%
It's not deleting your messages. It's just taking away app data.
30%
No. Once you successfully clear the storage, you can turn it off and turn it back on.
30%
Unfortunately, currently there is no way to retrieve them.
30%
Some of our customers are experiencing problems even after the newest update. We're taking down the phone's IMEI number so that we can send them a new update for their phone specifically.
30%
Hopefully by the end of today.
30%
Okay, what was that? V as in dog, U as in umbrella, R as in red, A as in apple, S as in Sam. DuraSpeed.
30%
We'll send you a SIM card today, you should be getting it tomorrow, and we will go from there, okay?
30%
I understand that you are not receiving MMS messages. What I need to do is I need to go through a few different steps with you to see if all the functions on your phone are working.
30%
It's going to only be MMS when you send out, so that means that you'll have to wait until the new message app update that's going to be coming out late today or tomorrow, and then I'll be able to help you with your issues.
30%
Yes, it's going to be a message app update.
30%
No, your messages are not deleted, don't worry.
30%
The update is supposed to address a lot of bugs in the message app. Customers are having issues with all MMS and group messages.
30%
It's supposed to be today. They pulled it. I think they're going to be putting it back up today. They haven't given us a definite answer yet. But it should be very soon.
30%
AT&T is not good with the FIG phone.
30%
Yes, T-Mobile is actually what we use for our service, our FIG service.
30%
No, it won't erase anything. Don't worry.
30%
Yes, we are aware of some issues with the messaging app, and there's going to be another update either by today or Sunday, okay? That will fix the issue.
30%
No, no, we are not going to charge you. This is a SIM card that will work for a few hours just for you to test.
30%
If it works, if it doesn't please call us.
30%
This issue I will have to report it to the developers. Unfortunately, there is nothing I can really do to make it work over the phone like that.
30%
So once you plug it into your car, you'll be able to use Waze in your car screen.
30%
As long as your car has Android Auto, you'll be able to run Waze.
30%
Okay, so you're having trouble receiving picture messages. Are you also having trouble receiving regular text messages, or is it only picture messages?
30%
None of the apps on the phone use that much data. So besides text messaging, picture text messaging, you're not going to be using that much data anyway.
30%
Yes, Waze does use a little bit of your data.
30%
But what uses data the most is picture text messages. Multimedia messages uses data.
30%
Yes. Because T-Mobile is actually what we use for our service, our FIG service. So, it works really well with FIG phone.
15%
Can you do me a favor? Can you go on your weather app? Okay. And once you've opened the weather app, can you tell me if it's able to refresh?
15%
Yeah, so just wait until the update comes out, and then once the update updates your phone, then everything should be good to go.
15%
Once you have asked the notifications, go to CO Labs.
15%
Scroll down to the third option, that's going to be storage and cache.
15%
Okay, so the next thing we have to check is can you go into your settings? And then go to apps and notifications. And then go to see all apps. And then go into your messages. And then there you would go into storage and cache. And then it would tell you the version of your messages there on the top.
15%
And then you would reset your phone and then check to see if your messages work.
15%
Go to settings in your phone, then go to apps and notifications. Once in apps and notifications, go to CL apps. On the top right of the screen, press show system.
15%
Once in apps and notifications, go to see all apps, please.
15%
In show system, what we need to do now is simply go to an app that will be called DuraSpeed.
15%
Once it's open, you need to put on the messaging app, so you will see the messaging app will be off. You have to turn it on, actually.
15%
What you can do is you can go into your settings. The DuraSpeed.
15%
Yeah, you go into your settings and then go to Apps and Notifications.
15%
You can request this person, if they can replace it for you, okay? And if not, yes, that's my suggestion.
15%
Now you're going to go back to that long list of apps that you ran before. There, you're going to scroll down to the Message app. Click on Storage and Cache. Just clear the storage.
15%
Once in Show System, you'll need to find an option that says Do Repeat, okay?
15%
Once in apps and notifications, go to see all apps.
15%
Once you're in see all apps, you need to go to, on the top right of the screen, you will see three dots. So tap on those three dots, please.
15%
Once you press show system, you need to look up for an app that will be called Durespeed.
15%
Once in settings, go to apps and notifications.
15%
So, before you send it in, you know, you're going to have to back up your data. But once we get the phone, it'll be done the same day.
15%
Once you click on clear storage on message app, it puts everything back to normal.
5%
Once it's on, you should be getting the message, no issue.
5%
I'll send you some, and let's see how it works, and let's go from there.
0%
So just to start it off, like no matter what you do with your phone, as long as you're with AT&T, all the functions on the fixed phone are not going to work correctly.
0%
Yeah? I'm sorry? I'm actually the dealer for them in Baltimore, for like, Admin.
0%
I can suggest it to the developers for a future, future update, but not right now, okay?
0%
Yes, there's an issue with the update currently and that's causing some people's MMS messages not to work correctly.
0%
Alright, so you're going to get a new update should be later on today to fix the issue, right?
0%
You can leave it like that. It's not going to have any effect.
0%
Okay, I can help with that. Do you have the phone in your hand?
0%
It's to save some battery on your phone, that's all it does.
0%
Yes, that's something that we are currently working on.
How Customers Ask This
"How do I fix issues with sending or receiving picture texts and voice notes after a software update?"
"What should I do if I'm having issues with receiving picture texts?"
"The customer is having issues receiving MMS messages on their phone."
"The customer is experiencing issues with receiving multimedia messages and sending text to email."
"The customer is unable to send and receive picture text messages and is missing previous messages."
"The customer is unable to send picture messages and is experiencing delays with regular text messages."
"Why are multimedia messages not working with my Tracfone service?"
"Why are my MMS messages not working after the recent update?"
"The customer is experiencing issues receiving multimedia messages with their Verizon number."
"Customer is unable to send multimedia messages and receives an error about service not being activated."
"The customer is experiencing issues with receiving multimedia messages on their messaging app."
"The customer is having trouble receiving multimedia messages, including picture messages and certain types of text messages."
"The customer is experiencing issues with picture messaging and problems with the keyboard and gallery app on their device."
"The customer is having issues receiving text messages after a software update."
"The customer is experiencing issues with MMS not working on their phone."
"The customer is experiencing issues with not receiving group chat messages after a software update."
"The customer is experiencing an issue with receiving a notification about new messages after a software update."
"The customer is experiencing issues with receiving multimedia messages and the messaging app is slow."
"The customer is experiencing issues with sending and receiving picture messages and is inquiring about software updates that may resolve the problem."
"The customer is experiencing issues with a recent software update affecting message functionality."
"The customer is experiencing delays in receiving MMS messages."
"The customer is experiencing issues with receiving messages after a recent update."
"The customer is experiencing issues with messaging after a recent update."
"Customer is unable to send or receive MMS messages"
"The customer is having issues with receiving messages after a system update."
"The customer is experiencing issues with receiving messages after a recent update."
"The customer is unable to send or receive pictures and voice notes on their phone."
"The customer is having problems receiving picture texts."
"The customer is experiencing issues with receiving some text messages after a messaging app update."
"The customer is experiencing issues with receiving messages after a recent update."
"The customer is experiencing issues with missing text messages after a software update."
"The customer is experiencing issues with receiving messages on their phone."
"The customer is experiencing issues receiving text messages after a software upgrade."
"The customer is experiencing issues sending and receiving multimedia messages after updating the messaging app."
"Customer is experiencing issues with receiving multimedia messages, which are slow or not coming through at all."
"The customer is experiencing issues with receiving messages and using voice text after an update."
"The customer is experiencing issues with their messaging app after a software update."
"The customer is missing messages after a software update."
"The customer is having issues sending picture messages after updating their phone."
"The customer is experiencing issues with sending and receiving picture messages after a recent update."
"The customer is experiencing issues with receiving multimedia messages and weather updates on their phone."
"The customer is unable to send picture text messages."
"The customer is experiencing issues with receiving texts and pictures on their phone after a recent update."
"The customer is experiencing issues with receiving picture text messages."
"The customer is experiencing issues with receiving MMS messages on their phone."
"The customer is unable to send or receive picture texts and is experiencing issues with the weather app and Waze after a software update."
"Customer is experiencing issues with sending and receiving messages and is inquiring about a software update to fix the problem."
"The customer is experiencing issues receiving messages on their phone."
"The customer is having issues sending pictures after a software update."
"The customer is experiencing issues with messaging and app updates after a software update."
"The customer is experiencing issues with sending and receiving text and picture messages."
"The customer is experiencing issues with sending and receiving text messages after a recent update."
"The customer is unable to send MMS messages."
"The customer is experiencing issues with receiving text messages and media messages on their phone."
"The customer is experiencing issues with receiving group text messages and picture text messages."
"The customer is experiencing issues with sending messages and multimedia after a software update."
"The customer is experiencing issues with recording conversations and delayed message sending after a software update."
"Customer is unable to receive multimedia messages after a recent phone update."