topic Re: RCS Issue - Can't send photos from newly ported number - Live chat no help whatsoever! in Tech Support

RCS Issue - Can't send photos from newly ported number - Live chat no help whatsoever!

Fulton1 — Tue, 09 Aug 2022 13:39:10 GMT

I ported my number over to O2 from Three last week & I have activated my number for use with RCS on google messages, all chat features work except being able to send photos. I cant send photos at all without 'Not sent, tap for options' coming up, I've spent days on live chat with them telling me to do things Ive already done like

increase my spending cap
restart my phone
force stop carrier services/messages app and clear cache/data.

Now suddenly they're telling me that its because its not a Samsung phone and that only Samsung phones work with RCS on O2 which i believe to be totally ridiculous and untrue (I will be astounded if this actually is somehow true).

Can anyone help/advise or will I need to cancel my contract and go back to Three?

Re: RCS Issue - Can't send photos from newly ported number - Live chat no help whatsoever!

gmarkj — Tue, 09 Aug 2022 14:08:08 GMT

I would be careful sending pictures via RCS @Fulton1 in case there is an issue and your SMS app needs to convert to a normal SMS message and you get charged.

WhatsApp and Messenger are better alternatives as they still use your data and there is no possibility of incurring additional charges unless you are abroad or travelling via ferry or plane.

Re: RCS Issue - Can't send photos from newly ported number - Live chat no help whatsoever!

Fulton1 — Tue, 09 Aug 2022 14:10:03 GMT

I always (or at least used to be able to) make sure it sent as a chat. I have a low spending cap so I wouldn't be charged loads.

Re: RCS Issue - Can't send photos from newly ported number - Live chat no help whatsoever!

gmarkj — Tue, 09 Aug 2022 15:05:06 GMT

RCS is set up on my Oppo Find X3 Pro, so it is not JUST Samsungs that it works on @Fulton1

Have you got the correct number set up on your phone (settings, mobile data, then SIM number)?

Re: RCS Issue - Can't send photos from newly ported number - Live chat no help whatsoever!

Fulton1 — Tue, 09 Aug 2022 15:22:34 GMT

Hi again, yeah it's changed on there- like I said all chat features work with the exception of sending images. @gmarkj

Re: RCS Issue - Can't send photos from newly ported number - Live chat no help whatsoever!

Fulton1 — Tue, 09 Aug 2022 16:39:17 GMT

I am just back from the O2 store where they performed a SIM swap and it still doesn't work @gmarkj

Re: RCS Issue - Can't send photos from newly ported number - Live chat no help whatsoever!

madasaf1sh — Tue, 09 Aug 2022 19:37:05 GMT

@Fulton1

What phone do you have?

As this is a know Android Bug (its been open since mid 2021), so it might be worth trying to check on support.google.com and some of the suggestions are to clear the cache, turning HDR off, and changing the size limits.

I would also log a bug report, and also let your device OEM know, as they might have some other ideas as well.

Re: RCS Issue - Can't send photos from newly ported number - Live chat no help whatsoever!

Fulton1 — Tue, 09 Aug 2022 19:44:59 GMT

Hi there I have a OnePlus 8T, RCS was working flawlessly last week when I was with Three so I know it's not bug related, I've did every step you've just mentioned to no avail. @madasaf1sh

Re: RCS Issue - Can't send photos from newly ported number - Live chat no help whatsoever!

madasaf1sh — Wed, 10 Aug 2022 08:43:27 GMT

@Fulton1

In that case speak to OnePlus as they have a history of screwing support for o2.. 😞 As RCS is carrier independent

Re: RCS Issue - Can't send photos from newly ported number - Live chat no help whatsoever!

Fulton1 — Wed, 10 Aug 2022 10:38:28 GMT

I've spoken to oneplus and they've advised because it still doesnt work when i put my sim in different phones (both Samsung and Xiaomi) that its 100% not an OP issue and is definitely a carrier issue.

The gentleman in the o2 store was stumped and had never seen the issue before, he had only saw RCS either not working or working fully, never with 90% of the features working and 1 critical feature not working.

Im honestly at my wits end and dont know what to do about this.

@madasaf1sh @gmarkj

Re: RCS Issue - Can't send photos from newly ported number - Live chat no help whatsoever!

Fulton1 — Wed, 10 Aug 2022 14:19:26 GMT

Just a little update for anyone interested; I've spoken with Google who also assert that it is a carrier problem.

I have been advised (by a manager of O2) to leave within my 14 day cancellation window because its allegedly not their problem even though I've told them it worked flawlessly with Three & also didnt work in multiple other phones.

I cant believe this is the route that im having to take if im honest, the O2 experience so far has been nothing but abysmal.

@madasaf1sh @gmarkj @megjess @O2Ryan @O2Emma

Re: RCS Issue - Can't send photos from newly ported number - Live chat no help whatsoever!

O2Emma — Wed, 10 Aug 2022 14:30:07 GMT

Hi @Fulton1 Sorry you having a issue with the RCS sending photos can you please check what download size you have the RCS messages set at.

Thanks o2Emma

Re: RCS Issue - Can't send photos from newly ported number - Live chat no help whatsoever!

Fulton1 — Wed, 10 Aug 2022 14:32:06 GMT

I changed it to up to 50mb just to see if it would work but still wont send @O2Emma

Re: RCS Issue - Can't send photos from newly ported number - Live chat no help whatsoever!

O2Emma — Wed, 10 Aug 2022 15:50:38 GMT

Can you try all sizes please and just to check can you send the photos on RCS when on wifi and mobile data off.

@Fulton1

O2Emma

Re: RCS Issue - Can't send photos from newly ported number - Live chat no help whatsoever!

Fulton1 — Wed, 10 Aug 2022 15:53:11 GMT

Hi @O2Emma I've tried all sizes and both data and WiFi it won't work, nor another

Re: RCS Issue - Can't send photos from newly ported number - Live chat no help whatsoever!

O2Emma — Wed, 10 Aug 2022 16:22:54 GMT

@Fulton1 If the service is not working on WIFI this would suggest it is not the phone network that has caused the service not to function properly sorry.

Re: RCS Issue - Can't send photos from newly ported number - Live chat no help whatsoever!

Fulton1 — Wed, 10 Aug 2022 16:40:31 GMT

Hi @O2Emma yeah but RCS is provided by the carrier so it is an O2 problem, it doesn't work with the SIM in multiple other phones. So it's 100% an O2 problem.

Re: RCS Issue - Can't send photos from newly ported number - Live chat no help whatsoever!

O2Emma — Wed, 10 Aug 2022 16:44:58 GMT

@Fulton1 I appreciate you feel that way but if the RCS service not working properly on Wifi it cannot be a network issue .

Re: RCS Issue - Can't send photos from newly ported number - Live chat no help whatsoever!

Fulton1 — Wed, 10 Aug 2022 16:48:48 GMT

Hi again @O2Emma I'm sorry but I don't 'feel' any way, it's fact that RCS is provided by carrier. It's fact that it worked on the same phone on Three. It's fact that it doesn't work on other phones with the same SIM.

Can you please explain why it didn't work on other phones, the exact same issue? I'm guessing you're going to say that I have 3 faulty phones?

Re: RCS Issue - Can't send photos from newly ported number - Live chat no help whatsoever!

O2Emma — Wed, 10 Aug 2022 17:03:33 GMT

@Fulton1 I will send you a private message .