My phone (a few months old) TODAY stopped receiving texts

Technical Support
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Hi! I am in a crisis moment. I am a busy mom of two kids and run a private business. My phone is critical to my functioning. Today, out of nowhere, the phone stopped receiving group texts and possibly some one-to-one texts. It looks like when someone sends a text to a group I am in, the phone is sending me a private message from that person with a ”couldn’t download” box that looks like a picture I need to click on to load. I said to my husband, never in my life have I received so many photos from people in one day! Then we realized, I was receiving those as private messages from the people who sent group texts today. As I result I have missed 50+ messages today that are incredibly relevant to my life and schedule etc. I am in super panic mode right now.

People have reported stuff like this on the forum, but I have never had issues with messages coming in. Until today. Here’s the one thing I did do. I have seen the updates about the software update. I didn’t receive an update on my phone but when I went to check updates, the phone said I wasn’t on the internet and needed to be connected to wifi (even though it wasn’t offering an update as far as I could see). So I connected my phone to my house’s wifi. Then this issue started.

I will say, I have my phone connected to wifi at work and I haven’t had this happen before. So I don’t know if this is a clear link.

But I need help! Is there a technical support phone number? I have loved this phone so much. But today has been a Complete Disaster. I need to get this fixed fast.

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Have you tried disconnecting your phone (presumably a Kompakt, although you did not say whether it was a Pure or a Kompakt) from your home’s WiFi and then having someone text-message your phone?

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Defining the problem isn’t easy. Missing so many messages it not good. You are a very busy person on the messaging.

I am sorry you have such problems. I haven’t had such problems. Have you tried restarting the phone?

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It is a kompakt.

I realized today that I also had enabled the use of roaming data when I clicked it onto my house’s wifi. I am wondering if that is the culprit. At this point I have left it on wifi but changed that back to not allow the use of roaming data. I am praying that will solve it. It is night here in the US so I will have to see in the morning.

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I am so sorry that you’re experiencing issues.
The quickest way to diagnose what’s happening is submit a support ticket.

You can also email our support dept at [email protected]

They will most likely give you instructions how to send logs for our tech team to check what is happening in your specific situation.

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Thank you. I submitted and we are working on it.

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