Answered question

Why can I receive MMS from Canada but not USA?

A little background:

I have Full Unlimited US and Canadian Coverage.
Mobile Data works fine and is always on.
Making and receiving calls works all the time.
I cannot receive MMS from the USA but I CAN send them.
I can send and receive MMS from Canada without issue.
I have an Android Blackberry Key2 LE on 8.1.0.

I have used all combination of APN parameters provided by fizz, and the community, and still cannot receive MMS from USA.

I have factory reset the phone twice, and not installed or done anything else before testing this problem(i.e. no contacts or cache issue)

I know at least one other Videotron Subscriber that has the same problem, and neither technical support team can, or care to, do anything about it.

If anyone has experience with this specific Issue I would appreciate any insight you may have.

james
james

james

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Hello James

First we should rule out whether the sender is having any problems.
Is it happening with a specific US sender or multiple?
Can you confirm whether the US sender(s) is able to send MMS to others?

If they can send to others but not you, then you will have to raise the issue with Fizz support.
When contacting Fizz support about this issue, it can help if you know which provider(s) those US sender are signed up with.

You can contact customer support by chat, from 8 AM to 9 PM every day:

1- Connect to your Fizz account (if you have more than one, connect to the one that has the problem) by clicking « Login » in the top right corner at fizz.ca
2- Any ad blockers in your browser should be disabled.
3- Click on this link: https://fizz.ca/en/faq/i-cant-send-or-receive-multimedia-...
4- The green chat bubble should appear after a few seconds in the bottom right corner.

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Other answers

james
james

james

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More information:

I have used this same phone on Telus and Fido, with the same subscribers/contacts, and did not have any issues.

This is happening with at least three different people in the USA on different networks.

I had a different Fizz SIM in this phone last summer, if that is of any importance.

I had opened this same issue last week with technical support, ticket #81417, which was promptly closed with the explanation(I copy and pasted - those typos are not mine): "
Our technical team investigated your situation and theydid not find any issue from our side.

Te issue could be pretty much with your device's settings or group settings or blocking MMS from the person sending in a group.

Please check the phone seetings and the senders phone's seeting as well."

James

The only thing I can suggest is more testing and contact Fizz again if you know the problem is service related.

Some suggestions:
1. Try testing your SIM card with another phone. If you can swap SIM cards with someone (who is able to receive MMS from US), this would be a good way to test.
2. Make sure the US sender is sending to the correct phone number. Is SMS working?

Code_KRUEW
Code_KRUEW

Code_KRUEW

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First question, if you click on the message, does it download? If yes, then it is most probably because you are roaming. Check your settings in your SMS app. There should be a setting that allows you to "Auto-download MMS when roaming".

Daniela
Daniela

Daniela

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Hi. Did you tried to use another phone (with the same SIM)?

Daniela
Daniela

Daniela

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Hi again. Did you find a solution? Please share.

Hey, is your problem fixed by now? If not, let us know! And if it is, please choose a best answer and close this topic :)
Have a great evening !