iphone 6 not receiving texts from vodafone

[Anonymous]

a friend upgraded there phone from an iphone 5 on monday to the iphone 6, all seemed ok.

3 seperate friends, all on vodafone have text but none of there texts have been received. they can phone and  can be text back, just none are received. texts are received from other people on o2, tesco mobile and 3 ok.

they have turned the phone off and on, tried the change of carrier, numerous times, they arent blocked, turned imessage off and on

was hoping that someone would be able to help as to what to do next to resolve this, as never had the problem with any previous i phones over the years with o2

thanks for any help

graham 

[Martin-O2]

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@Cleoriff wrote:

Hi @Martin-O2 I think there have been a lot more since that was posted...I would say there have been about 10 posts at least over the Easter period with people having the same issue (not receiving texts)

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Hi @Cleoriff Yes it looks that way. I'm gathering info on this and letting the team know now. I'll post updates as and when I get them. 

Cheers! 

[Cleoriff]

Here are a few of the others.. @Martin-O2

http://community.o2.co.uk/t5/Android-Devices-Samsung-HTC-Sony/Not-receiving-texts-from-EE-users/td-p...

http://community.o2.co.uk/t5/Android-Devices-Samsung-HTC-Sony/Can-t-receive-text-messages/m-p/959735

http://community.o2.co.uk/t5/Pay-Monthly-and-Pay-Go/Not-recieving-text-messages/m-p/959668

[Martin-O2]

Thanks for collecting those together @Cleoriff 

[jonsie · Accepted solution]

This is the information we have at the moment from customers who experience this.

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.

[Anonymous]

update

freind has hers sorted now.

she went into a o2 store, they said its TU go thats the problem. the only way to fix it, is to delete tugo from the account, its classed as a bolt on, so deleting the app from the phone wont work, it needs to be deleted from the account ! the store didnt do it properly, she got her son to do it for her in the end !

she now receives texts from vodafone and orange, as they where not going through either.

needless to say she wont ever use tugo again ! 

thanks for all your help too 

[Cleoriff]

Thanks for the feedback @Anonymous  TuGo seems to have been responsible for many of these issues re not receiving texts. Another one for @Toby to feed back to the team... Pleased its all working now..:smileywink:

[MI5]

Yes indeed we have found out that the latest tugo update was responsible and the team are looking into it.
Hoping for an update soon to fix other issues with it too.

[jonsie]

Hopefully they will update it soon and luckily I have no issues. However it seems to affect those new connections or upgrades where the number has to be reregistered on the system.