Troubleshoot incoming text message problems

Troubleshoot issues that can prevent you from receiving text messages.


There are many possible scenarios that can stop your mobile phone from receiving text messages or experience delays receiving text messages. Please review the troubleshooting tips below to help diagnose and resolve issues you may be experiencing.

Check coverage & signal strength

Ensure that your area is covered by our network

Test placing and receiving calls

Restart your device

Check your Blocked Numbers & Spam settings on your device

Switched to non-iPhone – Deregister from iMessage

Check coverage & signal strength

Wireless network signal strength can vary by location due to a number of factors including distance from the nearest cell tower and obstacles in the environment.

If you have low signal strength, try moving to a location with better coverage. Concrete and steel buildings may interfere with the reception, especially in elevators and underground locations like basements, subways, and tunnels.

Ensure that your area is covered by our network

Check our coverage maps to ensure you are covered by our network.

Test placing and receiving calls

At times your device can lose its connection to the network. To re-establish a connection, place a call from your phone to any number. You can call your own number (this will access your voicemail) or another number. If you are able to make a call successfully you will re-establish your connectivity to the network. Undelivered text messages will be delivered in the next 5-10 minutes.

If you have access to another phone, place a call to your number to ensure receiving calls functionality is working as well.

Restart your device

If your device is unable to connect to the network, restarting your device may help regain the connection. Turn your phone off and on again then attempt to place a call.

If your device has a removable battery, remove the battery and put it back in before turning your phone on again.

Check your Blocked Number & Spam settings on your device

Spam Filters and Blocked Numbers may cause your device to not receive text messages from certain numbers. You can check blocked and spam settings by following the instructions below:

Android

  1. Go to the Messages App
  2. Select Menu
  3. Select Settings
  4. Select Spam Settings

Apple

  1. Select Settings
  2. Select Phone
  3. Select Blocked


Switched to non-iPhone – Deregister from iMessage

If you are a former iPhone user and have switched to another device you may experience problems receiving SMS or text messages from iPhone users. This is because Apple continues to route these texts through iMessage.

How to de-register from iMessage

To solve this problem, you can de-register your phone number from iMessage. Just follow the instructions on this page:

de-register from iMessage

Unable to resolve your issue?

Check for more help on our Support Forums.

Certain issues may need to be resolved through a TELUS Support Agent. Contact us for support using the chat window, or your preferred contact method. Contact us.

Did this solve your issue?

Yes No

Please do let us know, we're updating support articles all the time.

Thank you for your feedback

Why didn't this content help?

How can we improve the content of this article?

Remaining characters: 250

Other ways to get support