Ting customers having trouble sending or receiving picture and video (MMS) messages on our GSM and CDMA network should read this article for quick and easy troubleshooting tips to help you fix the issue. We also have a guide for regular text (SMS) messaging if you came here by mistake.

Troubleshooting MMS messaging

Confirm that your phone number is active
To confirm this, click on Device Settings page in your account and check that the STATUS of your phone is listed as "active".  If your number is suspended or still porting, these statuses will show up here and you will not have data service.
Check that data is available in your area

MMS messaging requires a data connection, so you'll want to make sure you're in an area with data coverage. Simply plug your address into our coverage map. If the map shows that you are in a Partner coverage area, you will only have access to domestic voice and text roaming services and will not be able to send MMS.

Confirm that data and MMS are enabled on your account

To confirm that data is enabled on your account, go to the Device Settings page. Make sure that "Can use data" is enabled and "Block picture, video, and group messages" is disabled. In the below example, there are different preferences for a phone on Sprint or T-Mobile under Ting.

Note: If there is no Edit icon at the top of the Megabytes section (i.e. you can't update your data settings), then the number is not active.

Confirm that data is enabled on your phone

To confirm this, click on Device Settings page in your account and check that the STATUS of your phone is listed as "active".  If your number is suspended or still porting, these statuses will show up here and you will not have data service

If you've got an Android, iPhone or Windows phone, confirm that data is enabled on your phone as per the images below. To find mobile/cellular data in Settings, the pathways below will work in most cases:

Android

  1. Settings
  2. More
  3. Mobile networks
  4. Mobile Data (in the image below it's called "Data connection")


Screen_Shot_2018-11-27_at_10.47.10_AM.png

iOS

  1. Settings
  2. Cellular
  3. Cellular Data


Screen_Shot_2018-11-27_at_10.48.26_AM.png

Make sure you're entering a 10-digit phone number when sending an MMS message

If you're trying to send text messages using seven-digit phone numbers and they're not going through, try sending the messages again using full ten-digit phone numbers. Ting services are designed for use with ten-digit phone numbers and trying to use just seven digits can produce error messages.

If other people are trying to text you using only seven digits, ask them to try again with ten.

If you're choosing a contact already entered in your phone's address book, confirm that your contact is entered with the full ten-digit phone number.

Delete and re-enter your contact

If you're having trouble sending MMS messages to one specific contact, try deleting that contact and re-entering it. Make sure to re-enter it with the 10- or 11-digit phone number.

Check your MMS APN settings (GSM Only)

If the MMS APN settings are not properly configured on your phone you may not be able to use MMS messaging. To check if you have the right APN Settings and then choose your phone from the list.

For iPhones running iOS 10 or later, you may not be able to access the APN settings. This is ok, it just means that they are definitely correct as they were automatically programmed.

Power cycle and remove SIM
  1. Power off your phone by pressing the Lock/Power button, if you aren't sure where to find it check our your phone's manual included in the box of your phone or online.
  2. Your SIM card will be either located in the back of the phone, or in a SIM tray. If you aren't sure, find out what SIM size you have.
  3. Once the SIM is out of your phone, wait 30 seconds and re-insert the SIM card.
  4. Power the phone back up.

A note about messaging apps and group messaging on iOS

Messaging apps

If you're using messaging apps that can work over data or Wi-Fi, such as WhatsApp, Google Hangouts, or iMessaging, some of these tips will still be useful to you. Keep in mind though, that if you have a working data or Wi-Fi connection, you will likely need to do further, app-specific, troubleshooting to resolve any issues.

Group messaging on iOS 9 or older

Picture, video, and group messaging (or MMS messaging) will all work on iOS phones on the GSM network, however, it will be limited in the following ways:

  1. Picture, video and group messaging cannot be enabled or disabled through the control panel.
  2. MMS or group messaging settings may not show up on your phone and can't be updated or changed.
  3. Group MMS messages may be received as SMS messages.
  4. Group messages sent to both Android and iOS will show up on as individual messages for all recipients and responses will come back in separate message threads.

How to troubleshoot network specific issues

The GSM and CDMA network have different ways of communicating with the cell tower to re-establish a signal. We've included network specific troubleshooting steps below.

If you have a CDMA only iPhone you can learn to complete a carrier reset on iOS or complete a carrier reset on Android here.

Get in touch.

If none of these tips has gotten you up and running, then it's time to get in touch so we can help. Please be sure to let us know what you've done already so we know where to pick up.

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