Exetel customer help forum

It worked until 2 months ago. Now I tap Download on a voice message that says it is in MMS format and nothing happens.

We have sent you an email update to your nominated email address.

Your reference # : 11039440

Exetel apologies for the inconvenience may have caused by this.

Thank you for that and I thank you very much for replying at 9pm on a Sunday night, but the existing APN settings can't be deleted. They are greyed out and there is no option to "Delete APN" like there is with the APN setting I created.

I created the APN given and then switched the phone off and on but messages still will not download.

Is it possible you to edit the APN values without deleting the existing values.

Please let us know whether you are using an Apple device. If it is so, please provide us the Apple OS version and also the device model number.

Also note that you can refer Apple forums in order to get more information regarding MMS settings.

Please note that according to Apple forums, MMS settings cannot be changed on Apple OS version 8 and above.

HimaJ wrote:Is it possible you to edit the APN values without deleting the existing values.

I can't edit the values in the 3 existing APNs. The fields are all greyed out. The only menu option inside those APNs is Discard (which does not do anything).

Outside, in the list of APNs, I can Add new APNs or Reset To Default which deletes the one I created with your instructions in the email and takes it back to the original 3 (Optus Bus Mobile Broadband, Optus Yes Internet, Optus MMS), so I created the email one again. Strangely, there is no radio button next to the 2 Optus MMS APNs.

HimaJ wrote:Please let us know whether you are using an Apple device.

It is a Samsung Galaxy J1 2016, model SM-J120ZN, with Android 5.1.1 and I bought it unlocked from Harvey Norman.

Marty H wrote:

HimaJ wrote:Is it possible you to edit the APN values without deleting the existing values.

I can't edit the values in the 3 existing APNs. The fields are all greyed out. The only menu option inside those APNs is Discard (which does not do anything).

Outside, in the list of APNs, I can Add new APNs or Reset To Default which deletes the one I created with your instructions in the email and takes it back to the original 3 (Optus Bus Mobile Broadband, Optus Yes Internet, Optus MMS), so I created the email one again. Strangely, there is no radio button next to the 2 Optus MMS APNs.

HimaJ wrote:Please let us know whether you are using an Apple device.

It is a Samsung Galaxy J1 2016, model SM-J120ZN, with Android 5.1.1 and I bought it unlocked from Harvey Norman.

I will check this further and update you tomorrow by 11039440 ticket.

Thank you for that, Kavinda.

Marty H wrote:Thank you for that, Kavinda.

In order to check if any programming issue from the supplier end, I have removed and re-provisioned the MMS service for your mobile account. Could you please power reboot the mobile phone and re check the service?

KavindaS wrote:In order to check if any programming issue from the supplier end, I have removed and re-provisioned the MMS service for your mobile account. Could you please power reboot the mobile phone and re check the service?

I did those things. Late last night a configuration message came and I thought it would be to solve the problem, so I hit Install. After that, downloading and listening to messages worked immediately.

But now I have a problem where mobile data does not work on my phone anymore. The 4G icon is there as always, but when I browse to websites it has "proxy error" and then "connection timed out". I noticed in the Access Point Names settings that there is a new item called WAP with wap.optus.net.au below it and it seems to be selected by the radio button.

Optus Yes Internet has disappeared and there is now only WAP, Optus Bus Mobile Broadband and the two Optus MMS items.

Marty H wrote:

KavindaS wrote:In order to check if any programming issue from the supplier end, I have removed and re-provisioned the MMS service for your mobile account. Could you please power reboot the mobile phone and re check the service?

I did those things. Late last night a configuration message came and I thought it would be to solve the problem, so I hit Install. After that, downloading and listening to messages worked immediately.

But now I have a problem where mobile data does not work on my phone anymore. The 4G icon is there as always, but when I browse to websites it has "proxy error" and then "connection timed out". I noticed in the Access Point Names settings that there is a new item called WAP with wap.optus.net.au below it and it seems to be selected by the radio button.

Optus Yes Internet has disappeared and there is now only WAP, Optus Bus Mobile Broadband and the two Optus MMS items.

Since it is an android phone, can you simply remove all and apply internet as the APN on your data settings and check?

KavindaS wrote:Since it is an android phone, can you simply remove all and apply internet as the APN on your data settings and check?

No, that did not work. Unfortunately I haven't been able to reply until now, it's been hectic organising for an overseas trip in 2 days. What did work was when I tapped 'Optus Bus Mobile Broadband' so its radio button is selected instead of 'WAP'. It seems that both 4G internet and voice messages now work.

If I have a problem again I will be sure to let you know here (probably after I return from overseas on 1 July). Thanks very much.

Marty H wrote:

KavindaS wrote:Since it is an android phone, can you simply remove all and apply internet as the APN on your data settings and check?

No, that did not work. Unfortunately I haven't been able to reply until now, it's been hectic organising for an overseas trip in 2 days. What did work was when I tapped 'Optus Bus Mobile Broadband' so its radio button is selected instead of 'WAP'. It seems that both 4G internet and voice messages now work.

If I have a problem again I will be sure to let you know here (probably after I return from overseas on 1 July). Thanks very much.

Good to hear that the service working since then. You may contact us anytime if the issue persists. You have a safe trip ahead.

You just happened to leave out the critical information, which is that mobile data must be turned on in order for messages to download.

Feeling pretty angry right now.

Marty H wrote:You just happened to leave out the critical information, which is that mobile data must be turned on in order for messages to download.

Feeling pretty angry right now.

You have mentioned that "mobile data must be turned on in order for messages to download" ...

Did you mean to say that every time when a MMS received you have to turned off and then turned on mobile data in order to get the message.

HimaJ wrote:Did you mean to say that every time when a MMS received you have to turned off and then turned on mobile data in order to get the message.

No, it just needs to be turned on if it is off. I like to keep it turned off most of the time to save battery and data. But it would be very helpful to let people know that it needs to be on for MMS voice messages.