[Resolved] Issues using MMS - 23 April 2020

dez_d

Service	Status
Issues using MMS	✅Resolved
Community access	✅Available
Call, texts & data	✅Available

Summary

Some of our members were reporting issues with using MMS - these members were advising that they got the error message - 'service isn't activated on the network'. This appears to be due to an error in the mmsc address that was autonatically generated for some members and has now been fixed.

Most Recent Update – 12:30 16th May 2020

Hi folks,

Some of our members were reporting issues with using MMS. Our members had been advising us that they got the message - 'service isn't activated on the network'. This was due to an issue with the mmsc address that was being automatically generated for some members and this has now been fixed.

If any members are still experiencing this issue please check your settings here https://www.giffgaff.com/help/articles/mms-apn-settings-guide to ensure that they are correct.

Our apologies for any disruption this might have caused you.

Kara

Update History

Most Recent Update – 12:30 16th May 2020

Hi folks,

If any members are still experiencing this issue please check your settings here https://www.giffgaff.com/help/articles/mms-apn-settings-guide to ensure that they are correct.

Our apologies for any disruption this might have caused you.

Kara

12:44 18th April 2020

Hi folks,

Some of our members are reporting issues with using MMS. Our members are advising us that they get the message - 'service isn't activated on the network'.

Our agents are able to help with this and any member affected by this is advised to create an agent case so that some trouble shooting steps can be given to resolve the issue within their settings.

We have raised this as an issue and we will update as we know more. Our apologies for any disruption this might be causing you.
Dez

bobrobinson

dez_d
Thanks dez.
I will use the link it we get a post from any gaffer that has a query about the problem
All the best Bob 👍️

formulaone

dez_d

Awesome!
Thank you for raising this issue.
Any further updates will certainly be welcomed. 🙂

mrjeeves

dez_d

Thanks for the update!

benjamin567

wolflike100 Seems like it is still ongoing, unfortunately: https://community.giffgaff.com/d/33111054-fix-a-problem

dez_d

barishna

dez_d good post

wolflike100

formulaone
Any news of this problem being fixed?

lauri48051

Thanks

phook90

Thank you

formulaone

wolflike100

Hi,

Unfortunately, you know as much as I do buddy. I am a giffgaff member (customer) just like yourself. We'll have to wait on any further updates. As far as we know, it's still ongoing. Hopefully we will hear something shortly. 🙂

chris_p_duck

We are also suffering with the same issue... Wife has the same phone, and it was her that flagged it up. My phone is also effected along with my daughter, who has a different phone. All are on giffgaff. We have had two agents respond with basically the same info.. We have checked all that they have suggested and now they are saying either handsets (3 different) or the Sim cards (again 3 different) are the problem?????? .......Oh yeah it was working up until mid March.

sloz

chris_p_duck
Hi, which phones do you all have?
Did it coincide with a phone software update?

It appears that all those reporting an issues are using androids, Il
I've not seen any reports of a sudden failure when using an iPhone

So on the premise that you do have androids, could you install these apps
https://play.google.com/store/apps/details?id=com.google.android.apps.messaging

https://play.google.com/store/apps/details?id=com.moez.QKSMS

Open the app in turn
Click to use as your default messaging client
Send a test mms to your own number
If it doesn't work sending to your number starring 07 try starting +447

Do that with both apps
If you send a mms successfully,
(mention which app it works from)
Go back to your default messaging app
Click to use as your default
And try another mms

chris_p_duck

sloz

sloz Hi, both the wife and I have Sony XA2 and my daughter has a Huawei P20 lite. All are android operating system. I'll try the links you have suggested. Thanks

jenwales

I've had this problem for a while contacted agents who just sent me to this page.

sloz

jenwales
Hi, which phone do you have?

harrrrrry

jenwales

Have you compared your MMS APN settings with those at https://www.giffgaff.com/help/articles/mms-apn-settings-guide?

Actually there's something you need to know before checking the MMS APN, and that guide doesn't cover it.

does your phone need separate APNs (for internet and MMS ) or does it use a combined APN for all services?
to check, go to your main giffgaff APN. Does it include a setting for MMS proxy?
If it does, then you have a combined APN for giffgaff. and MMS, so you should merge all the settings into that single APN
if the configured internet APN does not include a setting for MMS proxy, then you need a separate APN for MMS.

If your phone uses a combined APN (one that contains a setting for MMS proxy)

you should have a single APN that combines all of the settings at https://www.giffgaff.com/help/articles/internet-apn-settings-guide and https://www.giffgaff.com/help/articles/internet-apn-settings-guide
the APN type should include the value default which means all services and implies internet, supl and mms. But default, supl or default, mms will also work
delete or disable any other APNs that may be causing confusion

If your phone uses separate APNs for internet and APN

the internet APN should use the settings of https://www.giffgaff.com/help/articles/internet-apn-settings-guide
the mms APN should use the settings of https://www.giffgaff.com/help/articles/mms-apn-settings-guide
ensure that the internet APN does not contain the value of mms

Also check your dashboard https://www.giffgaff.com/dashboard to make sure that there is a credit of at least 30p showing under the balance heading.

leale94

Sony xa2

_kara_

Hi folks,

If any members are still experiencing this issue please check your settings here https://www.giffgaff.com/help/articles/mms-apn-settings-guide to ensure that they are correct.

Our apologies for any disruption this might have caused you.

Kara