Troubleshoot outgoing text message problems

Troubleshoot issues that can prevent you from sending text messages

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

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

Restarting your device helps clear minor glitches, similarly to restarting a computer, often resolving various issues. Turn your phone off, wait few seconds, turn it back 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.

International messaging

If you are trying to send an international text, verify country code and dialling pattern

Clearing the messaging application memory

Some devices may encounter glitches due to a large history in the messaging application. Deleting some messages and messaging conversations can help with some issues. On Android, you can also clear the messaging application cache (usually found in Settings – Apps – select the messaging app and Clear Cache)

Picture and video messages

If text messages work, but picture and video ones are failing, verify that your data is working by opening a web page.

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.

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