MMS Issue-Response from HTC

[stmartin84]

I sent a message to HTC regarding the following:

Me:
I have having troubles sending and MMS messages to carriers other than Verizon. I have the Eris and sending MMS messages to and from other Verizon phones is not a problem. Receiving MMS messages from other carriers other than Verizon is not a problem. Only sending MMS to other carriers other than Verizon. Any help would be appreciated. Thank you!

HTC:
I do understand how frustrating it can be to not be able to send MMS messages to carriers other than Verizon on your HTC Verizon Droid Eris. Unfortunately, this does seem like a Verizon issue. Please call *611 from your Eris, and it will give you an 800 number to contact from another phone, so that you can trouble shoot the Droid Eris.

ME:
I have contacted Verizon and they said they are unaware of this issue and it's HTC software issue. Please advise to my next step to resolve this issue.

HTC:
Thank you for contacting HTC!

We do apologize for any confusion with this issue. I would now have you contact our Tech Support Team at 1-866-449-8358 from a phone other than your HTC Verizon Droid Eris so that they can walk you through troubleshooting to see if this is actually a software issue.


Now I don't know if I even want to call HTC about this. They will probably give me some scripted response.

 

[Ataranine]

I sent a message to HTC regarding the following:

Me:
I have having troubles sending and MMS messages to carriers other than Verizon. I have the Eris and sending MMS messages to and from other Verizon phones is not a problem. Receiving MMS messages from other carriers other than Verizon is not a problem. Only sending MMS to other carriers other than Verizon. Any help would be appreciated. Thank you!

HTC:
I do understand how frustrating it can be to not be able to send MMS messages to carriers other than Verizon on your HTC Verizon Droid Eris. Unfortunately, this does seem like a Verizon issue. Please call *611 from your Eris, and it will give you an 800 number to contact from another phone, so that you can trouble shoot the Droid Eris.

ME:
I have contacted Verizon and they said they are unaware of this issue and it's HTC software issue. Please advise to my next step to resolve this issue.

HTC:
Thank you for contacting HTC!

We do apologize for any confusion with this issue. I would now have you contact our Tech Support Team at 1-866-449-8358 from a phone other than your HTC Verizon Droid Eris so that they can walk you through troubleshooting to see if this is actually a software issue.


Now I don't know if I even want to call HTC about this. They will probably give me some scripted response.

According to Caddyman, that's what they're supposed to do, is act like idiots and read from a script.. so as not to be liable for anything.
They never help, but rest assured, it'll make ya feel a little better.. no?

Okay, probably not.. lol

 

[thoroside]

what a joke this is... how long can they pawn this off of one each other? keep me updated if you call the number. i can't right now, rather busy at work.

 

[stmartin84]

According to Caddyman, that's what they're supposed to do, is act like idiots and read from a script.. so as not to be liable for anything.
They never help, but rest assured, it'll make ya feel a little better.. no?

Okay, probably not.. lol

LOL, ya so true. I just assume this will be fixed with the 2.0 being that the Motorola Droid isn't having these issues that I'm aware of.

I still believe that the Tech guys will note this as an issue and I do believe they truly want this problem resolved.

 

[hrbib21]

I would still call. If enough complaints are logged they may do something.

On a personal note, I don't have this problem.

 

[stmartin84]

I would still call. If enough complaints are logged they may do something.

On a personal note, I don't have this problem.

Weird. I assumed it was every Eris that was having this issue. Well, this makes me wonder if this issue is hit or miss on each unit kind of like the You Tube issues. Some can't play You Tube's and some can. Me for one, can play You Tube just fine, but can't send MMS to any carrier other then verzion.

 

[GrdLock]

I had issues sending MMS messages to my girlfriend who has AT&T. I was using the original messaging app included with the phone, and taking my pictures at 3MP. Doing it this way, sometimes she would receive the messages after a couple hours, and sometimes not even at all.

I recently switched to chompSMS because I didn't like the new text counter from the OTA update. Now chomp auto-resizes any pictures I try to send, and she always gets the MMS messages within a few minutes.

So if you're using the stock message app, try using chomp or handcent and see if it makes a difference for you.

 

[Caddyman]

If they gave you a number to call, and you think they want to help you, why not call?

The tip above is pretty good too, see if it works for you. I agree the stock everything should work as expected but if it is really a problem try the workaround till the problem is resolved.

 

[stmartin84]

I had issues sending MMS messages to my girlfriend who has AT&T. I was using the original messaging app included with the phone, and taking my pictures at 3MP. Doing it this way, sometimes she would receive the messages after a couple hours, and sometimes not even at all.

I recently switched to chompSMS because I didn't like the new text counter from the OTA update. Now chomp auto-resizes any pictures I try to send, and she always gets the MMS messages within a few minutes.

So if you're using the stock message app, try using chomp or handcent and see if it makes a difference for you.

Handcent was causing the same issues as the native app so I uninstalled handcent. I really shy away from the add on apps that the only thing they do is look pretty. Not saying I didn't enjoy the handcent app for it's tweakability (if that's even a word, lol) but if the native app works I'll stick with it to save on disk space, etc. Maybe I'll give Chomp a whirl.

 

[stmartin84]

One additional thought is I have been monitoring my awake time since uninstalling Handcent and it has dropped over 50% Was averaging around 75% to 95% now today it has averaged around 25%. Just a stray thought......

 

[RC Addict]

Please tell me you called them! I am tired of Customer (Dis)Service passing the buck. Every time I talked to Verizon about the long departed Droid's issues I got the same reply: "It's up to either the hardware manufacture (Motorola in that case) or the OS software designer (Google) to make the changes necessary to make the phone work. We just sell the phone". More like sell the service and push phones that are not ready to be pushed out into the marketplace. But I digress..

 

[kraze0g]

i am receiving lots of MMS pictures and stuff and everytime i try to download it it says "download failed".. i tried handcent and the native application and both faill. this should be a major issue that SHOULD be resolved fast, i can't believe they would let this problem keep going for so many use MMS to keep in touch. someone needs to do something, who i dunno

 

[stmartin84]

Late meetings with China video conference didn't allow me to call today. I will try to call soon and post a response so everyone can see the result.

 

[thoroside]

One additional thought is I have been monitoring my awake time since uninstalling Handcent and it has dropped over 50% Was averaging around 75% to 95% now today it has averaged around 25%. Just a stray thought......

I concurr here 100%.. Jumping into this forum, one of the frist threads I saw was tips and tricks and the mention of Handcet improving your battery life, and diminishing your awake time. My awake time at the moment of transisitioning over to Handcent was at 26%, i installed Handcent to see what everybody was talking about. And my awake time shot up, constantly hovered from 65%-90%. I removed it and i'm back down to a comfy 25%-36%.. It really took a lot away from my phone's performance. ChompSMS wasn't any better. Sticking with the native.

I haven't called the number either. Verizon is supposed to get back to me via email today.

 

[stmartin84]

I concurr here 100%.. Jumping into this forum, one of the frist threads I saw was tips and tricks and the mention of Handcet improving your battery life, and diminishing your awake time. My awake time at the moment of transisitioning over to Handcent was at 26%, i installed Handcent to see what everybody was talking about. And my awake time shot up, constantly hovered from 65%-90%. I removed it and i'm back down to a comfy 25%-36%.. It really took a lot away from my phone's performance. ChompSMS wasn't any better. Sticking with the native.

I haven't called the number either. Verizon is supposed to get back to me via email today.

Let me know what Verizon says. Thanks.

 

[thoroside]

Verizon Data Tech Support said the following, naturally, no help;



Thank you for contacting our Verizon Wireless website. We apologize you are not able to send Picture Messages from the HTC Droid Eris to an iPhone. We are happy to assist you with using Picture Messaging.

We are pleased that you recently purchased the HTC Droid Eris. Based on the information provided, you are not able to send Picture Messages from the HTC Droid Eris using different 3rd party applications. In review of the account, the HTC Droid Eris is Picture Messaging capable. Please use the link below for steps on sending a Picture Message from the HTC Droid Eris:

http://search.vzw.com/?do=viewdoc&id=28688&supportview=1&p=5070

After completing the steps above, you will be able to send Picture Messages from the HTC Droid Eris.

We ask that you verify the iPhone user is able to receive Picture Messages. You may test the Picture Messaging functionality by sending a Picture Message to yourself. If the message is successful, the issue may not be with the HTC Droid Eris but the iPhone. We regret we are not able to provide support for 3rd party applications on the HTC Droid Eris. We recommend contacting the vendor of the software to ensure the application is capable of sending Picture Messages to iPhone users.

We hope you find this information helpful. Troubleshooting tips and helpful HTC Droid Eris information can be found at http://www.verizonwireless.com/data. It has been a pleasure assisting you today. We make it our personal goal to resolve all of your concerns. We sincerely hope that you feel we have done that today. Should you feel your current concerns are not fully resolved, please reply back to this email or call us at 1-800-922-0204 and we will happily address them for you. We appreciate your business and thank you for choosing Verizon Wireless.

Sincerely,

 

[stmartin84]

I called the HTC number during my lunch today and it rang for 45 seconds straight.....

 

[RC Addict]

Verizon Data Tech Support said the following, naturally, no help;

That is known as a "canned" response. Select the most appropriate response from a menu of options and that has to be the answer.

If it were me I would get on a land line and call Data Support.

 

[RC Addict]

I called the HTC number during my lunch today and it rang for 45 seconds straight.....

Heck, they were at lunch too!!! Sorry...

 

[WaLkeR]

I'm having an issue:

When I recieve an MMS, there is no way for me to save the picture in the message to my phone/sd storage.. there is also no way for me to forward the message.. so when I recieve a forward it's rather annoying that I can't forward it to anyone else.

 

[Caddyman]

you use the native app Walker?

if so, in the message thread, you have the message with the picture (or w/e) inset inside the message. long press the message (not the attachment) and it will pop up a menu with options.

 

[WaLkeR]

Okay, problem resolved via handcent sms

 

[Caddyman]

i posted above for the native app instructions

 

[WaLkeR]

Yeah caddy i was using native, just because i was tired of handcent lagging while i was typing texts, apparently i type too fast for handcent, but i just did a hard reset of my phone because of some other issues, and now i'm using handcent which is running notably better than previously

is this an issue with the native app?

 

[Caddyman]

no the instructions are above on how to do it in the native app