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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  • My wife and I are having the same issue with out Marquees. Also, I would like a credit for the 1mb of data I had to use to try the PRL/Profile update. I never use data and I am expecting a credit of $3.00 for having to do that update with no results in return. 

    Luckily, I don't really mind that much if I miss a picture message, so I am okay with waiting for a solid fix to this problem. I still prefer Ting over anyone else. 

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  • Hi Ting- I'm having the problem, and I'm waiting for the fix as well. Thanks for your work on this!

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  • Please add me to the updates, or lack there of. We have 3 marquees on our account.

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  • All of the above. Me too!

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  • Hi Adam, I noticed that you used 0.25MB of data in this current billing cycle. Although the dashboard says there is a $3.00 charge, it is actually more of a projection. As long as you less than 1MB of data (our grace buffer) you should be okay.

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  • Sounds good. Thank you Brennan!

    Also, any updates for us?

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  • Not yet, Adam. We'll keep you all posted as soon as we have more info.

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  • We also have a LG Marquee that is getting <Subject: New Message> - Your request cannot be processed, Internal Error. We also are having problems receiving group messages sent from an iPhone. Please keep us informed as you work at resolving this issue.

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  • Add my name to the list. Been having this problem with MMS on the Marquee on and off for about a month.

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  • I'm having the same problem on my LG Marquee.  I believe my mom is having the same problem on her Marquee as well.  Just wanted to add my name to the list.

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  • Hi all,

    Thanks for your patience with this, this issue is taking longer to resolve than we would like! Here is where we are at:

    -Changes were made to the MMS infrastructure that caused some Marquee to have issues with MMS

    • we have found a tentative "fix" for this issue, although it currently requires the device to be modified using LG tools that we can not distribute to end users

    • we are still testing the "fix" to make sure that it will work under all circumstances, and will not stop working at some point in the future

    • we are also actively pursuing other approaches to "fix" the issue that may be simpler to execute

    We are making progress, albeit at a pace much slower than we would like. Thanks for bearing with us.  We will keep you posted with updates.

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  • I have pasted a copy of my letter to Ting and their response below.  I did not fully appreciate the empty response with lack of any real action.  Maybe I'm just being fickle.  Thankfully for me, I found a refurbished HTC Evo on ebay for less than what i paid for my Marquee, and it runs much smoother and faster than my Marquee ever thought of.  Thankfully for Ting, the savings my wife and I have had have motivated us for the time being to stay with them.  However, the lack of a timely response to this problem disturbs me greatly.  I believe that if another issue of this sort occurs, I will simply cut my losses and resort to the big carriers again where I can be assured that my coverage and phone will consistently be up and running or be restored quickly.  My advice to the rest of you who are waiting is to just get a phone from Ebay to replace your LG.  Like I said before, my HTC outperforms my old LG hands down.  If you are a new user looking to get started, steer away from this phone obviously, and find yourself a nice refurbished Sprint phone on Ebay or Amazon or something for a better price, and start enjoying the savings.

    As for you, Ting... I'm still your customer for now, but I'm extremely disappointed with how all of this is being handled.  This is not the type of service that creates Fortune 500 companies.

     

    My message to Ting, dated June 18th:

    "To whom it may concern,

    My wife and I both have LG Marquee phones and are experiencing the MMS problems that everyone else is.  I understand that you are working with Sprint to solve the problem, however, I use my phone for work, and it is not acceptable that I cannot receive MMS messages.  I constantly have to ask to have the MMS messages resent to me separately from all parties, which is tedious and unprofessional.

    I recognize that the problem most likely resides with the Sprint network, and that Ting probably has little control over the speed in which they resolve this issue.  I have also enjoyed the huge savings that a Ting plan has given me and my wife.  I left Verizon after 8 years because of the savings and service that Ting seemed to offer.  While the savings have been great, I did not have problems like this with Verizon.  I may have had to sell my first-born son to pay the bill, but I knew I could count on the network and the customer service to be available 24/7.  I would like to believe that the same is true with Ting.

    My biggest concern, beside the fact that my phone does not function as it should, is that this problem has affected your subscribers for almost a month now, and Ting has not taken the initiative to offer a solution, rather than waiting for Sprint to figure things out.  My wife and I are considering returning to Verizon, especially since both our employers offer a discount, rather than enduring this waiting game any longer.  We feel as if we, along with the other Marquee users, are not valuable to your company.  We were trying to avoid huge phone prices in choosing to buy these phones, as I'm sure the others did.  I was not planning to have to buy another phone for awhile, yet that seems to be the only solution if we wish to stay with Ting.  However, buying another phone for the two of us makes the option of going back to Verizon seem to be a better option.

    I suppose the point of this message is to provide you at Ting an opportunity to retain my business.  Until this situation, I was quite pleased with every aspect of your operation.  I work in the hospitality industry as a restaurant manager, and I understand how important it is to show a customer that they are valuable.  Sometimes, I have to bite the bullet at work and comp a meal in order to win a lifetime of loyalty.  In the long-run, the sacrifice more than pays for itself.  A good resolution will certainly win my loyalty to your company.   Please contact me soon, to let me know what we can do.  I truly would prefer to stay with Ting, rather than heading back to Verizon.  Help me do that."

    Their response, dated June 19th:

    "

    Hello David,

    We've been working with Sprint, not just sitting back and letting them handle it. The problem has been narrowed down to an issue in sending - we are not sending an element known as the "user agent," which is a signed-off field that reflects the original vendor. We are talking to our vendor to have this supplied - once it is, we will get it out, test it, and fix this issue.

    This issue has only arisen in the refurbished LG Marquee devices, purely by chance, and not through any malicious intent towards Marquee owners on our behalf, certainly. No other devices are affected, so if you need MMS immediately but would like to stay on Ting, you can either purchase a device from us or bring one over from Sprint as a replacement. If you wish to return to Verizon, we will not hold you back - after all, it's more important for us for a customer to be happy wherever they choose than feel as if they are stuck or unhappy with us.

    There are nearly 150 devices affected by this MMS outage, so since we are so close to a resolution, a recall doesn't make a lot of sense. If it's truly impossible for you to hang on just the little bit longer until we can release a fix, I would be glad to help you get a new phone activated or help you transfer your number to Verizon.

    What you decide to do is up to you, but I would be happy to help you out in any way I can.

    Please let me know,

    -Katie"

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  • I don't get the people who are so angry at Ting. Because of how the company works with Sprint, this is a SPRINT issue as well, and Ting is actively working at fixing the problem. We pay so very little for this service that I'm perfectly willing to wait patiently for them to resolve it. I'm sure that, if it comes down to it and they aren't able to get it fixed, they will offer some recourse. But to be that angry about it and have that attitude like some people do? Boggles my mind. I for one would like to thank Ting for keeping us up-to-date about how the search is going for a fix. Yes, not having MMS working is a pain, but I'm an adult. I can work around it for a while. I suggest you all grow up and do the same.

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  • I'm with you 100% David.  Ting's lack of effort on this one is really frustrating.  They really dropped the ball here, even though they had a great chance to show a little effort and make staying with Ting an no-brainer.  I waited for a "review us" email, as I get them every so often, to express my displeasure with the way this was handled.  My point was that while I'll also stay with Ting, I'm not longer actively mentioning them to my friends and family as I was when this all started.  If asked, I'll tell them I'm still with Ting, but also the story about these failed Marquee MMS deliveries.

    As for Jennifer's comment.  I'm angry because this whole time I've been holding Ting to a higher standard.  I expected to not get the crappy treatment and service that I get from the other big companies.  For YOU to say that I should "grow up" because I'm frustrated at not being able to access a feature I was supposed to have is completely and utterly pathetic and immature on your part.  It shows a lack of intelligence and ignorance I wish upon no one.  While you claim to be an "adult", you're clearly far from it.  I suggest YOU read a book or two and try to understand a situation before posting insults.

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  • I guess we just all have differing opinions on Ting's "lack of effort," Adam. To me, I'm getting regular enough updates--either via this thread or by email--that let me know they are still trying to resolve the issue. They aren't sitting back to wait for Sprint to fix it. Have they solved it yet? No. But neither has Sprint, which is one of the big companies. I understand your frustration, as I too am frustrated at not being able to use the MMS feature, but I'm working around it until I am able to again. So...difference of opinions, I guess. I just think blaming Ting and saying they aren't working to fix it is bull, when it sounds like they are actively trying to get it working. (And I read plenty of books, thank you very much. What that has to do with the price of tea in China, I don't know.) Oh, and if you think that you wouldn't get the same response or worse if you were a Sprint customer? Think again. Ten to one, their response would be, "I'm sorry, but your Marquee is old enough that some of the new features and updates won't work. You'll need to buy a new phone if you want that feature." I'm sorry if my response offended, but honestly, being angry that Ting isn't fixing the problem, when it's not solely Ting's problem to fix and they've said they ARE working to fix it, is just silly.

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  • Ting certainly is working as quickly as possible at getting the issue resolved. We're actively pursuing every avenue available to us to resolve the issue.

    As we've said before though, if this is a make it or break it issue for you, please do give us a call and we'll discuss what we can do in order to make it right for you.

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  • Thanks Andrew for the update. I've been checking back every few day. I'm keeping my fingers crossed for a fix any day now.

    Can you remind me, please. Is the mms problem just for picture texts or does the same problem affect group messages too?

    I have been unable to receive both types of text messages, and I just want to make sure I'm checking the correct entry thread for both.

    Many thanks. - Shelly

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  • Jennifer,

    Please understand that I am indeed an adult.  I believe my email to Ting was respectful and understanding of their situation.  However, I never had such problems with Verizon.  If there was a problem, it was resolved within a matter of days, or some other recourse was offered immediately.  I suppose you really do "get what you pay for." 

    I don't believe you receive the same types of MMS messages that I do, specifically, Group text messages.  I can make do without picture messages.  These were unimportant to me, however, group texts are vital to me.  Not being able to follow a group message and it's responses was most inconvenient to me and the senders.  Regardless, 30+ days in the corporate world is too long to ask any customer to wait for a resolution to a problem.  My customers would revolt.  I was not even asking for a free phone or anything like that.  I was just hoping to see Ting throw me a bone, like maybe a $20 credit to my account for the inconvenience, so that buying another new phone would not have felt so bad.  Any simple gesture like that would have sufficed and eased my anxiety with this situation.  However, no such gesture was made.  Instead, the customer service rep gave a snide retort to my email, which once again would not have been acceptable in my business.  As an adult, I shrugged that off, weighed my options, and bought another phone which suits my needs.  The point of my last post was to encourage others to do the same, and to reiterate to Ting that there has to be a better way to handle this type of situation in the future if it wishes to survive as a company.  I did not resort to personal attacks as you did.  Please evaluate your comments with a friend or neighbor before you click send next time.

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  • David, please...  Many other software companies, let alone those who work off another company's infrastructure and who are trying to support outdate phones (something most companies refuse to do)) wouldn't even bother with this.  Do you call Microsoft and IBM to complain about your 586 not properly loading Windows 3?

    There is nothing in the reply that was close to a snide retort.  You are not paying for the MMS so there is no need to ask for a refund or credit in any way.

    You're just whining.  Please evaluate your selfish, childish rants with an adult before you click send next time.

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  • To Bill Jones re: Davids email response from ting - with 30 years customer service experience - I can tell you that in the 4 companies I have worked for - each one of them would have fired me for responding to a customer with the condescending sarcastic tone that email contained - thankfully I have never had to experience that with Ting but even one rep with an attitude like that can begin to sink your business - hope Ting did take note of it and are addressing it with Katie

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  • Thank you everyone for the back and forth on my last post.  I will evaluate my intentions, be they what they may.  However, the issue still remains, and I am sure that Ting is working diligently to fix the problem.  If I am receiving a service, then, as a consumer, I see it as something I am paying for it.  If that is a service that none of us should have, then Ting can remove it, and I will be glad to return to Verizon.  That outcome is not my wish, but you get what I'm trying to say.  If I should be paying for this service, then charge me for it, and I will gladly pay the additional charge.  (Or is that what keeps the price lower than Verizon?  I doubt that makes up the difference in price.)  If I receive a service, whether it is provided "free" by my service provider or not, it is perceived as a part of what I am paying for.  To say that it is not, and that I should just suck it up and drive on, is fair if you want me to pay for future use of the service or if I should swap to another company to receive said service.  If that is the case, I will gladly do so.  If not, then that is not a valid response to the customer.

    I will reiterate again, that I have ENJOYED the savings that TING has provided.  I have found a solution that works for me.  I have also used this message board to do what they have asked, which is to provide them honest feedback on their service.  It is not a personal attack against the service, nor against any other member.  In fact, I am quite amused that I have been personally attacked in response.  You don't have to agree with my assessment.  If you are satisfied with the manner in which this problem is being "resolved," then I applaud you.  I have taken my own action and resolved the problem for myself.  I can be satisfied with the resumption of this great service, and my "outdated" LG Marquee sits in a backup role in my nightstand, while the rest of you argue about whether the issue is being handled to your satisfaction or not.

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  • To Bill Jones: I think some of us have been trying to say that we don't necessarily think that Ting *should* be trying to fix this problem, but rather, that Ting should be realistic about how much time and effort they will spend on this problem and then share with us their timeframe for resolving the problem or (what is the only alternative for some of us who require this feature to work for WHATEVER reason) helping us find new devices. Or helping us out the door, which seems to be perfectly fine to them ("f you wish to return to Verizon, we will not hold you back."). As to customer service: I believe that managing expectations well is a necessary component of it, and Ting has failed in this regard for me. 

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  • Also experiencing this issue, please add me to the resolution message.

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  • Shelly, if the messages have pictures then that will definitely be related. If they're just plain text messages though, I need to ask if you're getting the same error message or if the group messages just aren't arriving at all?

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  • My biggest concern about these weak-minded fools casting insults about a situation they obviously know little about, is that it will sway Ting into thinking they are not handling this poorly.  They are.

    Let me try to break this down as much as possible:

    - I understand things occasionally break, I work with computers and downtime is all but inevitable.

    - I understand that Ting is working to resolve this issue.

    - I understand that Sprint and LG are also on board with trying to get a fix in place.

    - I bought a phone through Ting that they say supports all of the listed features, including MMS.

    - When the MMS issue came about, Ting said they were working to fix the issue and have been providing adequate updates regarding the progress.

    Here's where the issues start:

    - When Ting says "if this is a make it or break it issue for you, please do give us a call and we'll discuss what we can do in order to make it right for you."  (This is the big stumbling point in my opinion, it not only raises expectations, but it puts the customer service reps in a tough position because they are unable to do anything that I can't do myself.)

    - My expectations are now along the lines of "Ok, they see there is an issue, not everyone needs MMS support, but if it's a big deal to me (which it is), they can make it better"

    So here's the list of expected responses:

    - We're so sorry about this, in fact, not only will we refund your money, but we'll also pay return shipping.

    - We're so sorry about this, unfortunately we can't pay for shipping, but if you return it to us we'll credit your account for the full purchase price.

    - We're so sorry about this, unfortunately we can't give you a full refund, but we can give you a credit towards the purchase of a new phone.

    - and so on and so forth until you get to the next one, which happens to be Ting's response...at the bottom of the list.

    - We're working on a fix, all the Marquees are broken, you can buy a new phone or switch back to your old carrier.

    That's really the line you want to go with Ting?  I think you've got the order wrong on your phone number, instead of FTW it should be WTF.

    I hope I'm wrong about this, but Katie's email about the 150 devices makes it sound like there are only 150 refurbished Marquees in circulation.  Because if it's only 150 phones we're talking about (less as some people don't use MMS), then shame on you Ting.

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  • Hi Scott and Shanna,

    Could you please explain why the fix using LG tools “cannot be distributed to end users”?  It sounds like there is a barrier in the way, so I’m curious what that barrier is exactly.  Is it a legal issue that protects LG from third party modifications to their phones?  If so, is there another way around it (e.g. providing instructions for us to apply the fix ourselves)?  If not – what exactly is the barrier?

    I would appreciate total transparency from Ting on this issue.  I think that transparency with the details would help build a partnership with your customers, and would keep everyone calmer in the meantime.  I am grateful that your staff has remained engaged because that demonstrates to me that you care, but I think facts would add more value.  Speaking for myself, I would be more patient if I understood the challenges you’re facing, the hoops you’re jumping through, and more concrete details about Ting's next steps.

    I'm not a Ting user myself (I'm with Sprint), but I brought my parents over to Ting a couple of months ago. Since they use the LG Marquee, I’ll be following this thread closely.

    Thanks very much,

    Kevin

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  • Hi everybody,

    There's a lot in this thread, and I can't possibly respond to every concern, so I'll do the best I can to share where we're at and initiate a sort of 'middle of the thread reset'.

    Before I say anything, I want to let you know that everybody over here at Ting is disappointed that a change to the MMS infrastructure has affected your MMS services. It's an unfortunate thing to have happened and we deeply regret that some of you feel that we are not handling this well.

    For a price tag of $80, a refurb LG Marquee is a great phone. Voice calling, Internet, SMS, and all other functions work as they should. At issue here is the lack of MMS functionality due to a change to the MMS platform. 

    TL;DR

    If MMS is critical to your enjoyment of the device, and your service with Ting, I would encourage you to let your customer service rep know and we will work with you to come up with a solution. If you've already talked to us, I would encourage you to contact us again and give us another chance. Still no good? Please email me directly and tell me how we could do better. I'm ben@ting.com.

    The technical problem (an oversimplification)

    The recent problem with MMS is related to a setting deep within the configuration of your phone. As a result, affected devices are not submitting an 'identifier' the MMS server now requires. Without physical access to the phone, there is no way for us to verify if your device is missing this 'identifier'.

    Our current approach that Scott outlined earlier was to work to make a change on the MMS platform we use so that customers impacted by this change could use MMS again.

    There is also some hesitation to deviate from the proper MMS protocol, especially since new(er) devices are all using the correct identifier.

    As much as we would love to provide the software code and the how-to instructions to solve this, it would really only solve the problems of the two or three people in this thread willing to attempt a firmware upgrade on their own. Obtaining the software does not seem likely, so I won't spend much more time discussing it. 

    Our approach to communicating with you

    Our approach with affected customers was to keep them in the loop on our progress as much as possible. Some of you are quite upset about the sudden lack of MMS functionality. Some of you are slightly annoyed. A lot of you don't use MMS and don't care at all about the fact that MMS doesn't work for you. 

    We have always worked to be as transparent and as fair as possible with our customers. For every customer who's brought us their MMS concern, we've been communicating our progress on a weekly basis. Normally you get on the list by having a help request created, but if you ask to be on the list, Andrew will get you on it.

    What you can do today

    We do not have a solution in place for the LG Marquee and we do not have a timeframe for resolution. Our updates to customers have been week-to-week.

    To those of you who we've made feel less than special, please work with us so we can make it right. Although we don't have a solution for the LG Marquee, we might be able to come up with a solution for you. 

    If you absolutely must have a device that works with MMS, please call (or email) your customer service rep, and work with them to come up with a solution.

    And finally

    We encourage our customers and our staff to engage in friendly, open and honest conversation on the forums, and we're proud to see the helpfulness and community that has developed amongst our customers and the team. To those of you who've posted constructive comments, complaints and feedback, we sincerely appreciate it.

     

    -Ben

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  • Hi all. I posted about a week ago just to be added to the list and  I just want to let everyone and ting know that out of the blue yesterday I received a picture message.   I tested it again today on with an iPhone 5 and LG cosmos touch and I was able to receive a MMS from both.  Still can't send a MMS but could receive both a picture and group MMS.  If there's anything information on my phone I can give that can help anything let me know.

     

    -Nick

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  • Hello,

    My wife's LG Marquee also has this issue.  So please add me to the list.  I've noticed that for a lot of folks the issue has only recently come up... but we've had this issue for several months (and the settings provided early on in the thread were correct on the phone).  She doesn't receive too many pics so it hasn't been a high priority to fix, but after another failed message I did a quick search and discovered this thread.  Obviously not a huge deal for us but still obviously inconvenient.

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  • Hi, all,

    Thanks to Ben for the update, I know the drill when a company you depend on for your business makes a change that impacts your customers.  I don't send pix very often, but a few far flung friends apparently like to send them to me...now that they're farther away.  Does the LG Optimus Elite have the same problem? It's on sale and not as clunky as the Kyocera Rise, so I might think about getting myself a new phone...or maybe a Galaxy of some sort (or definitely a new iPhone if you tell me you're going to have that soon?)

    Thanks,

    Scott 

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