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The customer is experiencing issues with sending and receiving group texts after a recent update.
Other Response Scripts
85%
We can try to do something about it right now. You can go to settings in your phone. Once in settings, go to apps and notifications. Once in apps and notifications, go to CO apps. Once in CO apps, you have to go on the top right of the screen. You will find three dots. So tap on those three dots, please. Now press show system. Once you press show system, you have to look up for an app that will be called DuraSpeed. Press and tap on it, and then press open. Once you press open, you will see a whole list of apps. One of these apps will be your messaging app and your phone call app. So you have to turn them on both. Messaging and phone should be on.
85%
Okay, I can help you with that right now. Okay? So go to settings in your phone, please. Once in settings, go to apps and notifications. Once in apps and notifications, go to see all apps. Once in see all apps, look up for the messaging app. Once you're in the messaging app, scroll up to the third option that's gonna be storage and cache. Once in storage and cache, press write test, clear storage. This will delete the receivable information that is not allowing you to receive the messages. It will clear the storage in the, in the, like in the center of the app, all your messages will stay there. And yes, that, I mean, it's, this helps a lot of customers already, a lot of people and they will be working right away.
70%
Yes, you can just disregard that. Now, let me try to send a message on the group. And that went through. Okay. It's sending.
70%
Yes, no, it's not going to affect anything else on your phone.
70%
Okay. All right, so we're going to let them know. You should be getting a new update either tonight or tomorrow, all right?
70%
That's it. Now you should be getting all your messages.
65%
So you go into your settings. And then you go to apps and notifications. Then you go to see all apps. Then you press the three dots in the top right corner. And show systems. Alright, and there you're going to scroll down to DuraSpeed. D-U-R-A Speed. Then you're going to click on that. And then you're going to click open. And then you're going to turn that off. Did you turn it off? Yes. Alright, now you're going to go back. You're going to go to see all apps again. And you're going to go down to messages. Okay. And then you go to storage and cache. Okay. And then you're going to clear storage. Done. Alright, so you cleared storage. Yes. Alright, so then after that you would restart your phone. And then you should be able to go to your messages again. So try to have some people message you. They send a lot of messages. Make sure you get them all.
45%
Once in settings, go on the top right of the screen. I'm sorry, go to app notifications, please.
45%
Once in app info, look up for the messaging app first.
45%
So let's take a look at it and see if they can receive messages from everybody. Try to message them in private also.
45%
So you need to go to settings on your phone, okay? Once in settings, go to app notifications.
45%
For now, let's do clear storage. And if it doesn't work, you have to go back to the same menu and clear storage, okay? Don't worry, it won't delete your messages.
45%
Can I have your phone's IMEI number? It's going to be in settings, and then in about phone.
45%
If you would like to get a loaner phone, if it's happening, you're free to do so. You can come into the Borough Park location or Williamsburg location.
45%
If you can come in and you can get a loaner phone while the situation is being handled.
45%
In this situation, what we need to do is we need to update the software, okay? Go to Settings in your phone, please. Once you're in Settings, go to App Updates. Yes, please. Once in App Updates, you need to go to Check for Updates.
45%
Okay. So go ahead. Call your service provider. Make sure that you have enough data. I'm pretty sure that you have enough data. If you don't have data, they will tell you right away. Don't tell them I can't send group messages because they won't understand. Just make sure to tell them, hey, how's it going? I cannot send.
45%
Okay. One more thing that we can try. So, go to settings in your phone, please. Once you're in settings, go to apps notifications. Once in apps notifications, go to see all apps. Now, go to the messaging app. Once you're in the messaging app, scroll on to the third option that is going to be storage and cache. Okay, once you're storage and cache, press with, you have to press with this, clear storage.
45%
Just try to use it with one SIM card to make sure that everything works fine. The messaging app is not designed to be used with two SIM cards.
45%
Okay, let's try one more thing. Go to settings in the phone, please. Once in settings, go to apps and notifications. Then go to see all apps. Once you see all apps, on the top right of the screen, you'll find three dots. Press there and press show system. Once you press that, you will need to find an option that will be called DuraSpeed.
45%
Go back to apps notifications, see all apps in the main place where you see all the apps. Yes. Okay, and now go to messages. Once you open it, all you have to do is go to... You need to scroll down to the third option that's going to be storage and cache. And you have to press right there.
45%
You can go into the Messages app, okay? Once you're in the Messaging app, on the top right of the screen, you will find three dots. Once you find those three dots, you have to press Settings, and then you will find an option in the Settings and the Messages that say Backup and Restore. In the Settings are the messages, okay? And then press Backup, and that will back up your messages.
45%
Once you press Show System, you need to go to, you need to look up for an app in that list that will be called DuraSpeed. Okay? It's a D-U-R-A. D-U-R-A? Speed. I like the word speed. Okay? So, it's all together. So, looking for that list, let me know once you find it.
45%
Yes, I found that. DuraSpeed. Amazing. Yes. Press on that, please. Okay. Once you press on that, you need to open it, of course. There's going to be an option, big option that says Open. So, open it.
45%
Once you open it, you need to look up for, you have to scroll down until you find an option that says that you will see the Messages app. Okay? So, you have to turn it on, and also the phone calls, turn it on, and that's it. You just start receiving all your messages from everybody.
45%
If you're still getting a report that you're not receiving it, just turn the phone off, turn it back on, and that's all you have to do.
45%
So, what was it? Messages and phone calls also? Yes. Yes. Turn both of those. Turn them on. Okay? Turn them both on.
45%
Yes. If you can do that, do that, please.
45%
So, do this, and please, test this for a few hours. If you're still seeing that the phone call problem persists, please go ahead and give me a call back. We'll try something else, okay?
45%
I can help you with the non-receiving issue with the sending issue of your carrier, okay? So go to Settings on your phone, please.
45%
Once in Apps Notifications, go to See All Apps.
45%
And press Show System.
45%
Once you've entered your system, you need to look for an app that will be called, DuraSpeed.
45%
So tap on it and press Open.
45%
You both need to be on. I should put on the messages? Yes. And the phone? And the phone app. Also, put it on, please.
45%
Okay, that is something that we, a technician actually has to take a look at. Okay? So, if you have a technician, fixed technician, or somebody can repair fixed phones over there, because I see that you're coming from Canada, and then you have to take it to them, okay?
45%
So I'm going to need to have your phone's IMEI number. If you go back into settings. A little about phone. And then you're going to see IMEI SIM slot 1.
45%
Go to messages. Yeah. Okay, now on the top right of the screen, you'll find three dots. Press on those three dots. Once you've pressed on those three dots, you need to look up for an option that will be advanced. On those three dots, you will find an option that says settings, so please press settings. Once in settings, all you have to do is you have to go all the way to the end that says advanced. Once you press advanced, please let me know. Now you will see the first option that's going to say something about the groups. Do you see it? Okay, press on that, please. Read me both options, please. The first one is send individual SMS messages to all recipients. Only you will get any replies. And the second one is send a single SMS to all recipients. That is the one that you want. Well, it's on that one. Okay, try the other one and tell me how it works, please. Now, change it again to the option that you were, and try one more time for me, please.
45%
So you go to settings, and then you go to app notifications.
45%
Yes, and then you go to messages.
45%
Okay. And then you would go to storage and cache.
45%
Yes, you have to go to Settings in your phone. Now go to App Updates. Once in App Updates, press Recess and you will find that the messages have an update available. You just need to download it and that will fix your problem.
45%
You can call me back by 6 p.m., by 5.30 p.m. But, yes, right now I'm going to report it.
45%
Sure, there's something that we will do right now, okay, just a small troubleshoot. Hopefully, with this, we'll be enough for now. So, go to settings in your phone, please.
45%
I think what happens here is that this group is very big, has a lot of messages in it. So, my recommendation for now… of course, we will report it. I've already reported it, actually. It's not a strange issue. Just delete the whole thing. That's my recommendation.
45%
You can either delete the group. And once you start getting the messages back, it will pop up again. So, delete the conversation. And that will restart the whole group. I mean, restart the whole group for you, not for the people in there. And yeah, that will… Yes. That is the only way to make it work so far, for now.
45%
You have to clear the biggest chat. Yes, that's right. Let me see. Yes. Yes. Yes. Yes. Yes. Yes. Yes. Yes. Yes. Yes. Yes. Yes. Yes. Yes. Yes. Yes. Yes. Yes. Yes. Yes. Yes. Yes. That's what I'm saying. It's like… Because every day, they're posting things on it. Yes. Yes. So, the biggest chat, that is the one that you want to take out, okay, to make it work smoother.
45%
Save any information that I need. Take a picture in the gallery to save any information that I need because once I delete it, it's gone, right? That's correct, yes.
40%
Yes, that's enough, actually. So then, yes. A little problem with the phone. Okay. So go to settings on your phone, please.
35%
Okay. I guess I have to go into the store and see.
35%
Now, we have to review the other issue. I'm afraid that we're going to have to take a look at it with the developers. Are you, by any chance, able to send a video of this happening?
35%
If you can try that, at least we can try one more thing. That's all we're trying to do.
35%
You can call me back in whenever you want to ask me if there was any update.
35%
Yes, you can just go out of there. Yes, and that's it. It will hold the changes, correct? Yes. It will hold the changes. That's right.
35%
Alright. Definitely. I'll let them know. Remember to reset your phone.
35%
I would say double check and make sure that you're on version 2.2.7 for your message app.
35%
If you go into your settings, and you go into your message app, it would tell you what software update you're on.
35%
If I can get your phone's IMEI number, I can add you to that list.
35%
All right, I'm going to need both of them then, or the one that is giving you trouble.
35%
Okay, so all right. So let me give you the first one.
35%
All right, I'm going to read them back to you.
35%
Okay, let me see. Okay, give me one second.
30%
That does sound like that is going to be the messaging issue that some customers are facing. There is going to be an update coming out today that is going to be solving that issue.
30%
They have not given us a time frame, but they did let us know that it's going to be coming out before the end of the day today.
30%
There was supposed to be an update that came out last week, but it got pushed back, so it never came out. So this is the same update that's supposed to come out. It's supposed to be today.
30%
Yes, I completely understand. We can try some troubleshoots on the phone and see if that will work. I hardly doubt it, okay, but we can definitely try.
30%
Please let me know, and we are here to help with anything.
30%
Currently, we're in the testing phase of something that should fix it.
30%
All right. So, currently, our devs are in the middle of testing a solution to this. This number is to allow us to send updates when it is made available.
30%
I can't just tell you. And, Sam, I'm saying a different thing that I asked about. They told me they're working on it.
30%
They're the same thing.
30%
Thank you so much for your help.
30%
Sometimes, by resetting the line, it can fix the issues that you may be having. We have our own carrier as well, and when a customer has issues like that, we just reset the line, and it usually works for pretty much everything.
30%
Just let you know this has a very, very, very small percentage of deleting the messages. It may not happen. It's a one in 10,000 possibilities, but it may happen.
30%
For now, yes. I have to have a complete revamp to the app. So, I don't have a scale date. But, hopefully, in the near future, we have that working.
30%
I need to warn you. There's a small possibility, okay? There's one in a thousand possibilities that your messages get deleted, okay? It most likely not happen.
30%
I can call you back by Sunday, okay? I will call you back. What number are you going to call me at? This number that you're calling from.
30%
Unfortunately, as for what you're telling me, you're asking me for a function that is not contemplated in the phone.
30%
I will speak with the developers to see if, I don't think that we will be able to unlock this, but I will speak with the main developer, who is my boss, to see if there's something that can be done from our end about this.
30%
My name is Juan, and, again, this is customer service.
30%
Yes, there's not another update for now, but there's something that we have to do to fix it completely. Okay? A little bit of an extra step, let's say. Okay. If you have this one in hand, we can start doing it right now.
30%
Sounds great. Thank you so much for your patience and for your call.
30%
Sure. So having conversations on mute doesn't do anything. I'm still getting notified. And it affects the ringer and the front screen, the red light and everything. I want to keep it muted for a reason.
30%
No, yes. Other customers have been expressing that even when you mute conversations, they still come up for some reason. That is not how it's intended. So our devs are working on a solution to that.
30%
Yeah. So that has to do with the same thing that we did. We turned off the address feed. It messes up with sending messages and messages coming in.
30%
No, no. That's not going to change. The music player is going to be another update soon, okay?
30%
All right, so I'm going to read it back to you. 358-291-740-849-156. Yes. All right. So I'm going to bring this over to the devs. They're going to work on the situation and see exactly what's going on. And then when they figure out a solution, they'll be sending out updates to those phones.
30%
Unfortunately, they haven't given us like a solid time frame on this. So it's like a very new issue that some customers are having. And they're still working on exactly what's going on and what's true.
30%
Sorry about that.
30%
Okay, then. Okay, I will report to the developers, okay, right now.
30%
Yes, we sent an update. And we already sent an update that it was supposed to fix the app entirely. We just started working about seven minutes ago, okay? We just received a notification from the offers that they are working on another update for this messaging app.
30%
The messaging app is still being worked on, okay? So we just, I didn't look at this. Again, we started working. I opened seven minutes ago. I'm going to read the notification now, but yes, it's being worked on. That's for sure. Hopefully, we should have a solution. If something happens, we should have another solution either later today or before the weekend, okay?
30%
Yeah, and the data is coming by hand, right? Okay. I can't get it. It can't be installed on my Facebook Pro 2, no? Yeah, you will be getting it by hand in about a month.
30%
Thank you for letting me know. I'm going to go ahead again. I'm going to report it to the developers, okay?
30%
No, no, if we did what we, what we will be able to do, we just did it. But yes, I will report it again to the developer so they can make it a little bit quicker, okay?
30%
Oh yes. Yes, it is. Something that we will be, that will be coming to all the phones, okay?
30%
It's going to be like Hanukkah.
30%
I completely understand and yes, we will do our best to make it better at all times.
30%
It depends on what it is through U.S. Mobile.
30%
So, like, two, three chats, and, you know, I'm kind of upset because I just got the phone. There's no reason why this should happen.
15%
Now look up for the messaging app. And once in the messaging app, you can press on... If you want, you can press on clear cache.
15%
Sure. So, you have to go to Settings on your phone first. Settings. Okay. Once you're in Settings, go to Apps and Notifications. Okay. Once in Apps and Notifications, go to See All Apps. Okay. Once you see All Apps, you need to go to, yes, once you're in See All Apps, you need to go to, on the top right of the screen, you will find three dots. So, tap on those three dots, please.
15%
Once you tap on those three dots, you will see an option that says Show System. Okay. Okay. Of course. Press Show System, please.
How Customers Ask This
"The customer is experiencing issues with group messaging where some recipients are not receiving messages."
"The customer is experiencing issues with group messages causing the phone to jam and not send or receive messages properly."
"The customer is having trouble sending messages to multiple recipients in group chats."
"The customer is unable to send group messages and delete messages in conversations."
"The customer is experiencing issues with sending group texts through the GroupMe app."
"The customer is having issues sending group messages when both SIM cards are in the phone."
"The customer is unable to send messages in a group chat, and the messaging app shuts down when attempting to do so."
"The customer is having trouble sending messages to a group chat."
"The customer is experiencing issues receiving text messages after a recent update."
"Customer is experiencing issues with receiving text messages sporadically after a recent update."
"The customer is experiencing issues with receiving group messages after a software update."
"Customer is unable to send or receive group messages after a recent update."
"The customer is unable to send text messages after a recent update."
"The customer is having issues with sending group messages, as they are being sent individually to each recipient."
"The customer is unable to send group messages or pictures after a recent update."
"The customer is experiencing issues with sending and receiving text messages after a recent update."
"The customer is experiencing issues with receiving text messages after a recent update."
"The customer is experiencing issues with receiving group messages."
"The customer is experiencing issues with group messaging and notifications on their phone."