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Welcome to Telgoo5 Support

Troubleshooting: SMS Issues- CSR Guide

SMS Issues

Phase 1: Customer-Side Verification

Before investigating system-level configurations, rule out common device and physical factors:

  1. Environment Check: Confirm the device has a stable signal (as SMS requires network connectivity).
  2. Toggle Airplane Mode: Advise the customer to turn on Airplane Mode for 10 seconds and then turn it off to re-establish a connection with the SMS Center (SMSC).
  3. Device Restart: Power the device off completely for 30 seconds and then restart it.

Phase 2: Telgoo5 System Diagnostics

If the issue persists, use the Telgoo5 portal to verify account status and SMS-specific provisions.

  1. Check Account Status:
    • Search for the customer account in Telgoo5.
    • Verify the account status is Active (PC95). If suspended or deactivated, SMS service will be blocked.
  2. Verify SMS Buckets:
    • Click on Live Status (PC499) in the Line Information section.

    • Inspect the DYN_DOM_SMS and DYN_DOM_MMS quantities. If the remaining balance is zero, the customer cannot send or receive texts/media messages.

    • Resolution: Perform a Plan Renew (PC519) if the SMS bucket is exhausted.
  3. Check SMS Features:

    • Check Features (PC92) in the Quick Links to ensure no SMS-blocking features (like "Premium SMS Blocking") have been applied to the account.

Phase 3: Carrier & Backend Escalation

If the account is active, the SMS bucket has balance, and the device is verified, the issue may be a synchronization error or network-level restriction.

  1. Check for Provisioning Errors: Verify if the device is correctly provisioned for messaging in the HLR (Home Location Register). If the customer can send but not receive (or vice versa), this often points to a routing issue at the carrier level.
  2. Sync/Refresh: If the system shows the device is active but the customer still has no SMS service, reach out to carrier support to "refresh" the line's messaging session.
  3. Ticket Escalation: If the issue is persistent, open a support ticket with the carrier, including:
    • The MDN (Mobile Directory Number).
    • The SMSC number configured on the device.
    • A description of the error (e.g., "Cannot send to short codes," "Messages fail immediately," "Received messages are delayed").

Pro-Tip: Always document the troubleshooting steps taken in the Customer Notes (PC83) section.