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Tkspooner
Paper Tape
Posts: 7
Registered: ‎07-07-2019
Location: GB
Views: 257
Message 1 of 11

Can't send mms Moto g7 power

 Can't send foto via mms text as it says it's too big. This is foto taken on phone. Also tried lower Res of foto and it still won't send. Just whirs saying sending or says failed and tap to try again

Motorola Employee
Motorola Employee
Posts: 10
Registered: ‎06-26-2019
Location: GB
Views: 247
Message 2 of 11

Re: Can't send mms Moto g7 power

Hi,

 

Which network are you using? I'll try and reproduce it and figure out what's going wrong.

 

Will

Tkspooner
Paper Tape
Posts: 7
Registered: ‎07-07-2019
Location: GB
Views: 202
Message 3 of 11

Re: Can't send mms Moto g7 power

Thanks for getting back to me.  I'm using EE and I'm using the pre-installed google message.

Motorola Employee
Motorola Employee
Posts: 10
Registered: ‎06-26-2019
Location: GB
Views: 191
Message 4 of 11

Re: Can't send mms Moto g7 power

Hi,

 

I'm unable to recreate this issue. Could you answer a few questions to help me find it.

 

  • Where did you buy the handset?
  • What build number your handset is on? (You can fins this in Settings > System > About Phone and then click on Android Version)
  • Are you trying to send photos taken with the default camera app?
  • Are you using a recent SIM? Is it a SIM from before EE (e.g. an Orange or T-Mobile SIM)?

Thanks,

 

Will

Tkspooner
Paper Tape
Posts: 7
Registered: ‎07-07-2019
Location: GB
Views: 170
Message 5 of 11

Re: Can't send mms Moto g7 power

Hi Will,

 

  • I bought the handset from John Lewis a few weeks ago.
  • Build number is P PP029 80-27
  • Yes, I'm trying to send individual photo taken with the camera app
  • The SIM came with my last phone (Samsung) which I had March 2017 and it was from EE

By the way, a friend of mine purchased a Moto e7 Play last week and he can't send photos either.

 

It seems that this is a problem with Motorola.

 

The online forums show that others have had the same problem with Motorola phones.

 

Thanks.

Tkspooner
Paper Tape
Posts: 7
Registered: ‎07-07-2019
Location: GB
Views: 140
Message 6 of 11

Re: Can't send mms Moto g7 power

...to correct my last reply - my friend's phone is an moto e5 play.

 

Have you managed to investigate the problem yet?

 

Thanks.

Motorola Employee
Motorola Employee
Posts: 10
Registered: ‎06-26-2019
Location: GB
Views: 125
Message 7 of 11

Re: Can't send mms Moto g7 power

Hi,

 

Yes, I have been investigating, but I haven't seen the issue yet.

 

Is there any other factor that you think might be relevent?

 

Also, are you using dual SIMs, and if so, is the problem with SIM 1 or SIM 2?

 

Thanks,

 

Will

Tkspooner
Paper Tape
Posts: 7
Registered: ‎07-07-2019
Location: GB
Views: 118
Message 8 of 11

Re: Can't send mms Moto g7 power

Hi Will,

I don't have a dual sim. I moved the sim over from my 2-year old Samsung.

 

It's really odd that my friend on his moto e5 play can't send pictures either. He is with Tesco mobile and the SIM came with the phone.

 

Initially, with mine, I thought it might be that the camera images are really big, so I changed the resolution in the camera settings - still didn't send.

 

On occasion when I've tried to send a picture, it flashes up that the size is over 5mb,  I downloaded the photos I'd taken and they're actually around 1mb or less.

 

I've trawled the internet and there are suggestions that there are bugs and glitches in the software.

 

Sorry I can't be of more help here.

Tkspooner
Paper Tape
Posts: 7
Registered: ‎07-07-2019
Location: GB
Views: 93
Message 9 of 11

Re: Can't send mms Moto g7 power

Hi Will,

I've found the answer! I phoned my network provider and they informed me that I had capped my account to ZERO and that meant that I couldn't send images over the network.

 

Thanks so much for looking into this for me.

 

Best wishes

Tracy

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Motorola Employee
Motorola Employee
Posts: 10
Registered: ‎06-26-2019
Location: GB
Views: 79
Message 10 of 11

Re: Can't send mms Moto g7 power

Hey,

 

That's great news!

 

It's still not a very good user experience, so I'll pass this info on.

 

When you say "capped my account to ZERO", do you mean just 'zero MMS', or was anything else zero'd?

 

Thanks

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