Consistently not receiving text messages from some senders

[grimmt0]

We just signed up with Shaw Mobile on 2 iPhones (both phones were recent upgrades that were first used when we moved to Shaw Mobile - previous phone data was restored onto their associated new phones)

Phone 1 (iPhone 12) messaging is working fine, and is able to receive iMessages, MMS and SMS text messages from other phone users (iPhone and Android), banks (scotia and coast capital) and BC Government (i.e. vaccination text verification message)

Phone 2 (iPhone 11) messaging works for the most part but some text messages are not received.  iMessages appear to work and MMS and SMS appears to work fine from other phone users (iPhone and Android) and one bank (scotia) always works (using their text number verification function).   However, we have encountered two places where sent text verification messages  are never being received ...  from coast capital bank (credit union) and vaccination text verification from the BC Government <- this one is especially concerning.

The phones are both set up identically except for the phone numbers obviously (and we are using WiFi calling for these tests at home)

Things we've tried:
1) disabled iMessage on the phone and disabled iMessage on the appleID (at apple login)
2) reset the network settings
3) removed all blocked phone numbers
4) and finally: wiped out and restored the iPhone

I'm stumped and don't know how to troubleshoot this.

Does anyone have any suggestions?

[shaw-don]

Hello grimmt0,

Is it just the 2 step verification that are not coming through for the iPhone 11, or other text messages as well? I would recommend double checking no typos in the numbers used for the verification setup for those 2 sites. Otherwise, try reaching out to our mobile support https://www.shawmobile.ca/en-CA/contact-us and they can look into it for you. 

[grimmt0]

So far, we have only noticed the problem on 2 step verification processes.   We haven't detected any other lost text messages - explicit requests to friends asking to send text messages have all worked so far.   Whether other messages have been lost would be difficult to detect; having said that, we haven't had anyone send a message saying "why haven't you responded to my last text message!", yet.

Double checking no typos: we definitely did that, this wasn't a simple one-off attempt, we tried at least 10 times with coast capital - checking the correctness of the phone number each time.  With the vaccination registration, we couldn't try more than once due to the way the registration process works and had to re-register using email - however, we had the same issue with both the Fraser Valley Astra Zeneca registration as well and the new BC Government registration (available as of today) and this was the catalyst for the my question.

I was hoping I was missing something obvious.  
I'll contact the Shaw Mobile support team tomorrow - hopefully they have some ability to trace messages from coast capital (this is easy to reproduce for us).

[mdk]

@grimmt0 -- enable "iMessage" on your computer, and get your friend with an iPhone to send a text-message (by leaving the SUBJECT line on their iPhone as "blank") and an iMessage (by using the SUBJECT line)

P.S. When I received the "please make a vaccination booking" text-message (less than 48 hours after I registered), clicking the hyperlink produced a "blank" web-page.  So, I just called the toll-free number, and gave my name & ID (but not their "unique-identifier"), and completed my reservation to get shot -- about 2 weeks from now.  This should work for you.

[grimmt0]

Thanks for the suggestion...

I had someone enable Settings->Messages->"Show subject field" and sent test iMessages with and without a subject line; both were received successfully.  However, we haven't noticed any iMessage issues so I was expecting this to work.   Were you suggesting this might clear up the issue?  Or was this another data point to confirm what is working?

The problem is currently encountered from one bank, the vaccination website backends;  I imagine, these messages would be using SMS.

P.S.  As mentioned, we did eventually register by requesting email notifications rather than text notifications, so we are good for vaccinations.

[grimmt0]

I contacted Shaw Mobile support today and this looks to be resolved now.

I was given instructions on how to update the SIM settings and, when done, (a follow on message is sent) restart the phone.  
Apparently, this re-configures the phone's APN Settings and updates the phone profile.

After this was done, I tried the coast capital text message verification process again and it worked for the very first time.
I'll monitor for any other issues with missing text messages from particular senders over the next little while but this appears to be resolved.

Thanks to Shaw Mobile Support !!

[grimmt0]

I contacted Shaw Mobile support today and this looks to be resolved now.

I was given instructions on how to update the SIM settings and, when done, (a follow on message is sent) restart the phone. Apparently, this re-configures the phone's APN Settings and updates the phone profile.

After this was done, I tried the coast capital text message verification process again and it worked for the very first time. I'll monitor for any other issues with missing text messages from particular senders over the next little while but this appears to be resolved.

Thanks to Shaw Mobile Support !!

[martinezal]

Are you able to share those instructions or a link to them - I have the same issue- thank you 

[mdk]

@martinezal -- here are two Shaw web-sites:

1. https://support.shaw.ca/t5/mobile-articles/how-to-update-phone-from-displaying-the-wrong-phone-numbe...

2. https://support.shaw.ca/t5/mobile-articles/how-to-troubleshoot-your-shaw-mobile-internet-connection/...

that I found. I think that #2 should be tried, first.

[grimmt0]

My wife deleted the information used to do this but mdk's provided website suggestions sound very familiar.

It related to the APN and I remember having to type in "sim" on a text.

I just can't remember the # I texted to - 40001 seems familiar though.
I also remember having to power cycle the phone after.