Not receiving texts from EE users

[Anonymous]

Since I have had my sim swapped onto a newer contract, I've not been able to receive texts from people on EE. I can receive calls from them. I can receive texts from O2 users, possibly other networks, but definitely not EE. One of the EE users has checked on their end and there isn't anything they can see or that EE can see is wrong and they are receiving my texts fine. Any ideas?

[Anonymous]

Yeah I checked all volume and media and call settings yesterday. The only thing is she has loads of apps installed where I only had a few.

I have already talked to o2 about my issue but ill do it again for my mum.

[Martin-O2]

Hi guys, 

To all those affected by this issue we have raised it with the O2 team. I will provide an update as soon as I have more information. 

[MI5]

Even if any of you are not using Tugo now but have in the past you should still log into to app, sign out and remove all data and then delete the app again if you can.

[jonsie]

It seems the only way at present is to delete the account altogether but just deleting the app doesn't  help. You need to tick the box within the app settings to delete all data and delete the account from that settings menu. O2 may then have to delete your Tugo account from their system

This issue seems to affect people who upgrade or change tariff over the last couple of weeks and texts from EE and Vodafone.

[Smudgey21]

@Martin-O2 I am also having the same issue with receiving text from EE (and Virgin Mobile) but my wife is not (Both on O2 pay monthly contracts) the only difference that I am aware of between the 2 accounts (apart from the mobile numbers!) is that I use the TU GO app and the wife does not.

I have spoke to O2 twice over the weekend and both times they have told me that it is an issue with the other persons network.

now it seems that this issue started in line with the last TU GO app update that I did, I have now removed the app from my phone and my iPad but it has made no difference 

Now I have been an O2 customer for more years than I can recall and have had my current contract 6 years and currently have 4 contracts with O2 for my business but I think it might be time for a change of provider.....     

[MI5]

You need to tick the box to remove all data when deleting app and make sure you log out too.

[Smudgey21]

Hi @MI5, I did that and I have also deleted my account, but still having the same issue?

**Update** I just sent myself a test message from a friends EE network phone and I received the message, maybe it just took a couple of mins to update, I have now done tests from 2 EE network phones and received both texts..

(Looks like TU GO seemed to be causing the issue)

[MI5]

Good news and hopefully you feedback will help the network team I'm tracking down the problem.
The last tugo update is giving me some issues too unfortunately.

[Cleoriff]

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@MI5 wrote:

The last tugo update is giving me some issues too unfortunately.

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And ME!! I used TuGo this morning...phone cut off and my Note presented me with the 'black screen of death' It was probably coincidental but caused me great panic (here in Spain)...I did the home and vol up/down and nothing...In the end I pulled the battery out left it for 5 mins...powered off...put  battery back in.. and phone rebooted. ..working ok now

Too damn early for me to yell for help on here...

[MI5]

It's looking like the app is struggling to connect to the server on my phone.