Trouble sending or receiving texts and picture messages? Let’s work through it together. A few quick checks will often sort it, and if not, we’ll know exactly what to look into.
Try these first
- Restart your phone
- Turn airplane mode on for a few seconds, then off again
- If it’s texts (SMS) that won’t send, check your SMS Message Centre number
- Still stuck? Reset your network settings
Having trouble with picture messages (MMS)?
If you’re trying to send an MMS and get the message “Message not sent, service not activated on network,” the file you’re sending is usually too big.
If it’s a photo, check that HDR isn’t switched on in your camera settings. HDR combines several shots into one, which makes the file much larger.
đź’ˇ Tip: For sending photos and videos, a free app like WhatsApp or Facebook Messenger is often easier than MMS, with fewer size limits and no extra cost.
Before you contact us
If messages still aren’t working, we’ll need a few real examples so we can investigate with our network provider. Please jot down three examples, and for each one note:
- The date and time you tried to send or receive the message
- The number you were texting, or the number the message was coming from
- What happened, including any error message you saw
We’ll also ask you to try your SIM in another phone. That helps us rule out your handset as the cause.
ℹ️ More information: If it’s only texts giving you grief, see Can’t send SMS text messages? or head back to our mobile troubleshooting guide.
đź’¬ Need help? Got your examples ready? Get in touch with our support team and we’ll take it from there.
