New Member
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2 Messages
Text messages do not reach after upgrading phone
I switched my old Pixel 3 to a new Pixel 5. The new device is activated, the old is inactive, turned off most of the time. My husband's text messages have not been reaching me most of the time since the change. When I turned on the old device with wifi, all his texts suddenly popped in on it. I called AT&T customer service, got switched to Protech tech support, and they said this was not a device but service issue and sent me back to customer service. Customer Service assured me they did not have a way to help and sent me back to tech support. Protech firmly replied again that they are absolutely unable to help and sent me back to Customer service. Has anyone else experienced a similar issue? Is my only choice now switching to Verizon?
ATTHelp
Community Support
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231.5K Messages
3 years ago
Hello, @mashacpa,
Thank for reaching out. We'd love to help. When you upgraded your device, did you turn off RCS on your previous phone? Check and see and make sure it's enabled on your new Pixel. Let is know if this helps.
James, AT&T Community Specialist
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mashacpa
New Member
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2 Messages
3 years ago
Thanks so much, James, it worked! I wish your tech support folks were just as knowledgeable as you are!
The problem was that my Pixel 5 does not have RCS available. I turned it off on my husband's phone, so his texts are now coming through as regular messages.
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ATTHelp
Community Support
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231.5K Messages
3 years ago
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