Re: FaceTime iMessage Error - Page 6

Anonymous · ‎23-10-2016

So I've recently got the iPhone 7 and I'm unable to activate my FaceTime and iMessage.

I've been in contact with O2 and Apple and gone through many different troubleshooting steps (turning iMessage on and off, trying the airplane mode technique, complete restore of handset etc..) in order to resolve the issue - with no joy. I've even had a replacement sim. I can send and receive normal texts fine and the internet works no problem. The date and region settings are all set correctly.

O2 state I need to follow this up with Apple and Apple say the opposite. I'm unable to try a sim from another network in my iPhone as it's locked to O2. However, when I have tried my O2 sim in my old iPhone 6 the services don't activate. Yet when I insert my old Virgin Mobile sim in it and an EE sim it activates no problem.

This leads me to believe the issue is NOT with Apple or my handset but the actual network.

Getting really frustrated now as I'm unable to use my phone as I should be able to and just keep getting passed from one company to another as nobody knows what the issue is. One gentleman from Apple did say he believed it to be something to do with the SMS relaying.

Please help!!

adamtemp64 · ‎29-10-2016

Ok very strange apart from persisting with the previous trouble shooting I would book another genius appointment at apple and explain what you have done .

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gmarkj · ‎31-10-2016

perhaps also take the old and the new phone to show them it definitely works...

Please note, this is not customer services and we cannot access your account. Do not publish personal details (email, phone number, bank account).

Link to our guide on how to contact them can be found here

Martin-O2 · ‎01-11-2016

@Anonymous How are you getting on with this issue? Have you found a solution yet?

→ COVID-19 support - Help and support from O2 during the lockdown
→ Access for You: Registration - Find out how to register for our Access for You service.
→ Just joined the community or thinking of registering? Check out this handy starter guide!
→ Have a query about your account? login to My O2 for help

If you'd like to take part, why not register?

Anonymous · ‎01-11-2016

@Martin-O2

I haven't resolved it yet. I'm waiting on a call back from Apple as they've escalated it to their engineering team. I just don't know what on earth is going on. Took my sim out of my phone today and put it into my friends iPhone 6 and both services activated. Put his sim in my phone - both services activated. Put his sim back in his phone - both services activated. Put my sim back in my phone - neither service activated!!

MI5 · ‎01-11-2016

I think we've ruled out your sim as being the issue.....

I have no affiliation whatsoever with O2 or any subsidiary companies. Comments posted are entirely of my own opinion. This is not Customer Service so we are unable to help with account specific issues.
Please select the post that helped you best and mark as the solution. This helps other members in resolving their issues faster. Thank you.

Martin-O2 · ‎02-11-2016

@Anonymous Good to hear the Apple team have escalated the problem. Please do provide us with an update when you hear back from them!

→ COVID-19 support - Help and support from O2 during the lockdown
→ Access for You: Registration - Find out how to register for our Access for You service.
→ Just joined the community or thinking of registering? Check out this handy starter guide!
→ Have a query about your account? login to My O2 for help

If you'd like to take part, why not register?

Anonymous · ‎21-11-2016

Hey, it's been a while since I last posted but I've only just got a resolution today.

In the end Apple replaced my handset with a new one and the issue has been resolved.

I finally have both services activated properly. I'm just relieved to get it all sorted at last!

MI5 · ‎21-11-2016

Go to know and thanks for updating us.

I have no affiliation whatsoever with O2 or any subsidiary companies. Comments posted are entirely of my own opinion. This is not Customer Service so we are unable to help with account specific issues.
Please select the post that helped you best and mark as the solution. This helps other members in resolving their issues faster. Thank you.

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