The customer is missing text messages and wants to know how to fix the issue.

I can definitely do something for you. Go to settings in your phone, please. Once in settings, go to apps and notifications. Now go to see all apps. On the top right of the screen, you will find three dots. Touch on those three dots, please. Once you do that, press show system. You need to look up for an app that will be called DuraSpeed. Click on it and then press open. And now, when you click open, you will need to look up for the messaging app and press on. Yes, that's the messaging. From now on, everything should come through with no issue.

Yes, there's a fix for that. A few customers have been calling and asking for their messages. So what you can do is you can go into your settings. Hold on, let me try that this thing. You go into settings, okay. And then you go to apps and notifications. Right, and then in there, you're going to click on see all apps. And then in the top right corner, there's three dots. Click on those and click systems. All right, now you're going to scroll down to D as in dog. And then you're going to click open. And you're going to turn that off. Now you're going to go to your settings. And then go to apps notifications. Again, see all apps. And then you just scroll down to messages. You're going to go to storage and cache. And you're going to clear storage. So the old messages aren't going to come in. You're just going to now get all your messages. So you just have to turn your phone off and turn it back on.

You can go to your settings right now. And then you go to apps and notifications. All right, and then you're going to go to all apps. In the top right corner, there's going to be the little three dots. Click on those. And then click show system. All right, now you're going to scroll down to dears and dogs. It's called DuraSpeed. So D-U-R-A-S-T-E-E-D. Click on that. And now, is it on or off? It's on. Okay, so you're going to turn that off. And now you're going to go back to the long list of apps. And then there you're going to look for the message app. And then you're going to go to storage and cache. And then you're going to clear storage. All right, so then after that, you're all set. You just have to turn your phone off and turn it back on. And then you should be getting your messages properly now.

Yes. Okay. All right, so now you're all set. You just turn your phone off and turn it back on. You should be getting all your messages.

If you can go into your settings please. I'm going to go to apps and notifications. Alright, and then you're going to go to see all apps. Alright, now there you're going to, top right corner, there's three little, click on that. Alright, now you're going to scroll down to DuraSpeed, it's in alphabetical order, so scroll down to D, find DuraSpeed. So now you're going to click open. You should now see a toggle at the top that says on or off, what does it say? Okay, turn it off. Alright, so now you're going to go back to that long list where you found DuraSpeed. And you're going to look for messages. Alright, now in messages, you're going to go to storage and cache. And you're going to clear storage. Yes. Okay, I cleared it. Alright, perfect, and now you're all set. You should turn your phone off and turn it back on. You should be getting all your messages now.

Sure. So if you go into settings and you go into the search bar. Settings, search bar, okay. I'm in whitelisting. Whitelisting. All right. It should pop up there. Whitelisting.

Yes. So if you can go to the message app. Message app. Okay. Then the top right corner is the three dots. And then you would click six for settings. Wait, sorry, one second. The three dots isn't, oh, there. Press six for settings. Okay. And then you scroll down. It should say whitelisting, the second to last option.

Can we just try one more time, just to make sure? I keep, every so often, some texts go through, some texts don't. Yes, you have to go, just try, go to settings in your phone, please. Settings.

Once you're in settings, you go to app updates. App updates. Okay, tell me if you see something there, please.

Can you check for updates? Check for updates, checking for updates.

Okay, who is your service provider? I don't even know my 100% sure. Can you verify for me, please? How do I find that out? Call 611.

That will tell you who your service provider is. You have to, yes. And then I should call back? Please.

Then go to apps and notifications.

Then go to see all apps.

In the top right corner, there's three little dots. Click on those. And that's going to bring up a show system option.

So you go down to DuraSpeed. That's D as in dog. U as in umbrella.

So after that, you're going to have to go into your messages. Like your message. So in settings, in that long list of applications.

So now I'm in DuraSpeed. So I found DuraSpeed, I turned it off. So now what do I do? Go back to the long list of apps when you click on see all apps.

So you're going to go down to your messages.

Yes. Methods, yeah. All right, now go to storage and cache.

And then you're going to clear storage.

So currently, DuraSpeed is not working as intended. And it's kind of like suppressing some of the messages you're getting. So you just click on that and you click open.

You would be able to either come in person or send it in.

Click on it?

Okay. So then whitelisting is not in effect. Okay. And it's only your messages that they don't get? They get every other message?

Okay. So we would have to test if it's either the SIM card or the phone. Because if it's the SIM card, then obviously you can get a new SIM card from your service. But if it's the phone, if you switch the SIM card and it still happens to that same phone, then it would be the phone, or we would have to send in the phone so that we can diagnose and see exactly what's going on.

DuraSpeed is a battery saving function.

Unfortunately, that is out of our scope. I will tell the developers, but I don't think that we can do actually something to execute to get that fixed.

Currently, there was an update to the messages to fix some glitches and errors that were happening before for some customers. And some customers are experiencing now a different issue.

I understand, yes, we just released an update for that, okay? Were you able to process that update?

So we do... We've been having any customers that are saying the same things. They're missing messages. There is a troubleshoot that we can do for that. Do you have the phone in hands?

No, it's just going to clear some background data. It's not going to delete any of your messages.

Is it possible for you to take the SIM card out of their phone and put it into another one? Just to see if it's the phone itself, or if it's the SIM card.