Cannot receive picture messages on phones (LG Marquee)
Answered

I cannot receive picture messages on my LG Marquee phone.  My wife has the same phone and is experiencing the same issue that began yesterday.  Our account has picture messages enabled so they should come through just fine.

When receiving a picture message, it displays the following in the text field:

<Subject: New Message> - Your request cannot be processed, Internal Error

Any ideas on why this is happening?  Is it a network outage?

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294 comments
  • OK, thanks @Katie. 

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  • Just adding to the long list of customers with a refurbished lg marquee with this mms problem. I have tried all the suggested things. Even factory reset and did not update anything.  When i first got the phone everything worked fine then out of the blue i could not send mms but could recieve... then about 3 to 4 weeks ago i could not send and could not recieve mms. Now i can send mms but can not recieve. Im not very happy so far since i came over to ting from an iphone.  I love the freedom of the plans but picture messaging is a pretty big thing to miss out on. Will ting offer a trade for an equally price phone since it seam the lg marquee is effed up?

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  • I'm just curious, can anyone more in the know about all things wireless/smartphone explain to me: Is this problem (as well as the short battery life, for which I was advised to download Juice Defender) and other weird glitches (my voice mail messages are time stamped in Eastern Time although I reside on the West Coast due to my East Coast area code; visual voice mail is unavailable; probably others I haven't yet encountered but will) due to the fact that the phone is a refurb? I've never had to tend to a phone more than I have had to with this device.

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  • James, as Katie said to Jennifer, if the lack of MMS is an extremely important issue for you while we work on a resolution, please feel free to open a support request ( help@ting.com) or give us a call (1-855-846-4389) and we'll work with you to determine the best course of action for you. The same goes for anyone else.

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  • We also have 2 Marquees with this same issue.  This started about the 3rd week of May - do they have any ideas when it will get fixed or if you can offer an exchange or something - it's become very troublesome not being able to get our messages for this long.

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  • We don't have a timeframe, Leslie, although we're working as fast as we can on this.

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  • Please add my wife and I to this list.  We both have Marquees and are suffering as well.  Thanks.

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  • Same here stock LG Marquee bought refurbished from Ting, didn't notice this until Friday since I don't get many picture messages. 

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  • Please add my daughter and I to the list. We both have refurbished LG Marquee's and haven't been able to receive picture messages since we got the phone's on May 8th...

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  • My LG Marquee developed the same problem on or around 06/01/13.  Barring a time related bug or virus, we couldn't have all lost this capability at the same time, unless it is a system problem with Sprint. Just my 2 cents worth. I miss the pics of my grandkids!

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  • I just recently started having this issue too.

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  • Same here

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  • Add me too...I just got my wife the refurbed Samsung GSII and took her Marquee. Now when our friend sends an MMS of any type (picture or just text) from his iPhone to both of us, she gets it every time and I never, ever do...same error messages others are reporting.  I had already tried the PRL and Profile updates, and I made sure my mms url was correct too.  I'm hoping to avoid the factory reset if it won't help anyway.  I just checked my messages and I see the first failed one for me was 11:02am on May 24th.  A similar MMS from the same sender worked fine the night before...6:49pm, May 23rd.  Seems like something must have happened at that time...I've just been a little slow to deal with it!  Hopefully a resolution will be coming soon...

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  • Please add me too--LG Marquee refurbished by Ting. All troubleshooting steps in the above string have been completed and have not corrected the issue. June 1st at 16:13 was the first message that came in as - Your request cannot be processed, Internal Error

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  • I think this has gone on long enough.  Either get the problem fixed or trade out our phones.  Not being able to be in contact with our daughter (iPhone user) is causing tremendous problems. 

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  • Hi Megan, as Katie and Andrew said previously, if the lack of MMS is an extremely important issue for you while we work on a resolution, please feel free to open a support request ( help@ting.com) or give us a call (1-855-846-4389) and we'll work with you to determine the best course of action for you. The same goes for anyone else.

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  • It does seem odd this issue is seemingly so difficult to solve.  (I am no expert, only speculating) I am assuming all these phones failed about the same time because of the same issue. It would seem it would have been caused by some software issue, perhaps an update that screwed them up, since other model phones weren't affected.   Interesting and frustrating. 

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  • I see no reason to go to the extra trouble of opening a support ticket.  You are aware of the problem; please fix it.  This is getting old.  What I can do is go over to Verizon, pay more, but get all services needed. There is a difference between value and cheap.  This problem has turned Ting from value to cheap.

     

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  • Interesting, Megan. Ting is offering to help you (and everyone else that needs this feature), yet you don't want to make the effort to make a simple call.  I realize that many people are upset  and frustrated but you do have options. Call Ting or call Verizon are two.

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  • Mr. Beeson, my point is Ting already has my information.  If anybody should make a call, I would expect it to be from Ting to me, not the other way around. I work in an extremely customer oriented field and would never dream of asking a customer to call after being made aware of the problem.  If we discover a problem, I promise we will call you, our customer, ASAP.

     

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  • Megan, sorry you are so upset.  I think the bottom line is, that some of us aren't really that concerned about this issue, other's need it working as soon as possible.  Ting doesn't really know which camp you are in, unless you make the effort.  I would rather make the call at a convenient time for myself, instead of having them call me. YMMV   

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  • I'm not trying to be snooty.  Simply, all customers should be treated the same.  We are all having the problem and this has been ongoing.  I don't care if you have a 70k mortgage, or a 4m trust with my bank.  If I discover a problem, I will jump through fire hoops to fix it.  I appreciate good customer service.  I think others do, as well.

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  • Hi Megan, I can see you're visibly upset so I've sent you an email. Please understand we are, and have been, working very hard to resolve the MMS issue. Let's work together on a solution that works for you. I look forward to hearing from you.

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  • Breannan, do you have another solution rather than have the sender send the image via email?  I contacted Support looking for a solution and this is the answer I received.  While this is a plausible workaround for a sender with a smart phone, it does not work for most feature phone users.

    Also, my father-in-law has the same LG Marquee and he was able to receive an MMS message on Sunday.  Is this issue only affecting a subset of Marquee's?

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  • @Matt, right now the picture-to-email is the only workaround for this issue. Feature phone users can still access the picture via their home computers!

    Is your father-in-law with Ting? If so, could you please send us an email at help@ting.com with his phone number/email address so we can do some further testing? Thanks!

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  • Katie, what is the picture-to-email?  Do you just mean have the sender send the image via an email message instead of an MMS or is there a separate way to automatically forward MMS messages to an email?

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  • @Matt - I meant sending the picture via email instead of MMS, like we suggested when you contacted us at support :)

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  • For what it's worth, I'm in the same boat here. Tried everything that's been suggested here so far, except a factory reset. I noticed the problem around two weeks ago. MMS is pretty important to me, and I can't wait to get it back!

    I appreciate the effort TIng is putting into solving the issue - not a deal breaker for Ting, but definitely disappointing for LG.

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  • I'm having the same issue with my LG Marquee. When I click to download pic message it says "hidden sender address" and then "message not found". Its been happening off and on for a while but seems to be getting more frequent.

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  • Jesse, while you're likely also going to be affected by the issue, you may also still need to program the MMSC URL into your phone. I'm going to email you the instructions.

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