Replying to an EXESMS message

WebSMS and 'Email to SMS' services
petera97
Posts: 11
Joined: Tue May 29, 2007 9:43 pm

Replying to an EXESMS message

Post by petera97 » Tue Dec 08, 2009 7:55 pm

I have been using EXESMS for a long time, but recently two people on two different networks ( Optus and 3) have not been able to simply reply to my SMS. They get an error when they try to reply and have to create a new SMS using my stored number. Do s anyone else have this problem?

JamesR
Posts: 424
Joined: Sun May 06, 2007 10:20 am

Re: Replying to an EXESMS message

Post by JamesR » Tue Dec 08, 2009 8:36 pm

The most common reason for this to occur is if you haven't confirmed your mobile numbers at https://www.exetel.com.au/members/send_ ... enders.php or you are using an alphanumeric SMS sender name.

All users are now required to confirm their SMS sending numbers as of Friday 13th November.
Regards,

JamesR
Customer since 2005

petera97
Posts: 11
Joined: Tue May 29, 2007 9:43 pm

Re: Replying to an EXESMS message

Post by petera97 » Tue Dec 08, 2009 9:47 pm

My number was confirmed on 6/11 and shows as being confirmed in my authorised senders list. This never happened before. Any more suggestions?

petera97
Posts: 11
Joined: Tue May 29, 2007 9:43 pm

Re: Replying to an EXESMS message

Post by petera97 » Wed Dec 16, 2009 9:10 am

Any further info available re this problem?

Gidget
Volunteer Site Admin
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Location: Sydney

Re: Replying to an EXESMS message

Post by Gidget » Wed Dec 16, 2009 9:59 am

My sister had the same problem when replying to two of my SMSs in November (it had worked previously) - I don't know who her mobile provider is and haven't tried sending her an SMS since so I don't know if the problem is ongoing. I'll try to find out if there is a known issue.

A couple of days ago I received a reply okay from a Telstra mobile user and also from a 3 mobile user, though.

Gidget
Log a fault ticket here
or call Exetel VOIP numbers (02) 8030 1000 or 1300 788 141 (log faults 24x7)
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petera97
Posts: 11
Joined: Tue May 29, 2007 9:43 pm

Re: Replying to an EXESMS message

Post by petera97 » Wed Dec 16, 2009 11:52 am

Thanks, that would be appreciated

Gidget
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Re: Replying to an EXESMS message

Post by Gidget » Wed Dec 16, 2009 1:31 pm

I've just done some more testing with my sister who, it turns out, is with 3. She still cannot reply to one of my SMSs but can create and send me a new SMS successfully.

On the other hand, I re-checked with my friend who is with 3 and she confirmed that the SMS she sent me the other day was a reply, not a new one, so it seems that not all 3 customers are affected :?

I'm referring the issue to Exetel now.

Gidget
Log a fault ticket here
or call Exetel VOIP numbers (02) 8030 1000 or 1300 788 141 (log faults 24x7)
Exetel Support Portal

Gidget
Volunteer Site Admin
Posts: 1817
Joined: Wed Jan 28, 2004 4:33 am
Location: Sydney

Re: Replying to an EXESMS message

Post by Gidget » Thu Dec 17, 2009 11:32 pm

Hi petera97

I have been asked to find out some more details about the error message your friends received. If you could do a bit of testing and advise the "exact" error message received by the Optus and 3 users, and also confirm that they both received the same (i.e. identical) error message, it will help to escalate this issue for further investigation by Exetel's suppliers.

I'll ask my sister re her error message and post the details here as well.

Thanks

Gidget
Log a fault ticket here
or call Exetel VOIP numbers (02) 8030 1000 or 1300 788 141 (log faults 24x7)
Exetel Support Portal

markturner32
Posts: 3
Joined: Wed May 06, 2009 10:35 am
Location: Melbourne

Re: Replying to an EXESMS message

Post by markturner32 » Fri Dec 18, 2009 12:03 pm

I also have the same problem, people with 3 sometimes (~30-50%) of the time reply to my SMS but i never receive the reply even though it says it sent.

My number has been confirmed... i noticed however that the number that my friends receive on their phone is not 04## ### ### or +614###### instead it is 614###... could this be related to the problem? The phone does not recognise the sms as coming from ME (i.e. the number in their phonebook).

William M
Posts: 510
Joined: Wed Mar 21, 2007 1:28 pm

Re: Replying to an EXESMS message

Post by William M » Tue Dec 22, 2009 8:41 am

Hi guys,

Just letting you all know we're still investigating this issue with our supplier.

Cheers Will

petera97
Posts: 11
Joined: Tue May 29, 2007 9:43 pm

Re: Replying to an EXESMS message

Post by petera97 » Tue Dec 22, 2009 3:45 pm

Thanks

Gidget
Volunteer Site Admin
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Joined: Wed Jan 28, 2004 4:33 am
Location: Sydney

Re: Replying to an EXESMS message

Post by Gidget » Tue Dec 22, 2009 3:52 pm

petera97 wrote:Thanks
Gidget wrote:Hi petera97

I have been asked to find out some more details about the error message your friends received. If you could do a bit of testing and advise the "exact" error message received by the Optus and 3 users, and also confirm that they both received the same (i.e. identical) error message, it will help to escalate this issue for further investigation by Exetel's suppliers.
Hi petera97

You haven't yet provided the extra info I requested in my post above from last Thursday.

Gidget
Log a fault ticket here
or call Exetel VOIP numbers (02) 8030 1000 or 1300 788 141 (log faults 24x7)
Exetel Support Portal

petera97
Posts: 11
Joined: Tue May 29, 2007 9:43 pm

Re: Replying to an EXESMS message

Post by petera97 » Tue Dec 22, 2009 9:16 pm

There is no error message, the sender just thinks it been replied to but I don't receive it. They then create new message using my stored mobile number.

matt47x
Posts: 1
Joined: Wed Mar 03, 2010 8:47 pm
Location: Sorrento, WA

Re: Replying to an EXESMS message

Post by matt47x » Wed Mar 03, 2010 9:19 pm

Can someone provide an update on this issue? When three users reply to an sms sent via exetel online, it is never received. How is the investigation going and when will this be fixed?

Gidget
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Location: Sydney

Re: Replying to an EXESMS message

Post by Gidget » Wed Mar 03, 2010 9:34 pm

If you are talking about someone using a Three mobile service being unable to get reply SMSs through to Exetel, then have a read of this thread
http://forum.exetel.com.au/viewtopic.php?f=59&t=34712

Exetel have investigated this issue and report that the problem lies with Three.

Gidget
Log a fault ticket here
or call Exetel VOIP numbers (02) 8030 1000 or 1300 788 141 (log faults 24x7)
Exetel Support Portal

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