MTN SMS messages not delivered to Orange in UK

[Saajid]

This issue has now been resolved by MTN last week.

Not sure exactly what they did to fix it - perhaps Parmalat or Snakepit can explain the underlying cause of the problem and resolution.

Yip some feedback would be great. I'm interested to know the underlying issues, and how they were resolved...

Guys?

 

[Dr_Data]

Hi

As mentioned above this issue only occurs when numbers port from other networks in the UK into Orange. The format of SMSs sent from SA towards Orange in the UK is different from the manner in which we send to other networks in the UK. Hence if someone in the UK ports to Orange, we need to implement a specific change on our side for that International number.

Regards
DD

 

[bekdik]

Hi

. The format of SMSs sent from SA towards Orange in the UK is different from the manner in which we send to other networks in the UK.

Oh how I like Standards!!!!

 

[Dr_Data]

Hi

This is because of new implementations on their side. When it comes to issues with International operators, there are alot of issues that are out of our control.

Regards

 

[Saajid]

So is it mostly the fault of Orange? Does this not having anything to do with SMS and Call routing for ported numbers?

 

[Dr_Data]

Hi

It only affects SMSs. And it only affects numbers that port into Orange at the moment.

Regards
DD

 

[radwizard]

I am a South African and have been living in the UK for the last 6 years. I’ve been here in the UK with Orange as service provider, using the same mobile number from 2004, with no issues until my frustrations started 2 weeks ago.

All of a sudden I do not receive SMS messages from MTN numbers in South Africa but the same MTN users can receive my Orange SMS messages. I can send SMS's and also receives SMS's locally from the UK and internationally from Europe, New Zealand, Australia etc.

At first I thought the problem must be with Orange but now I have my doubts as my Orange number in the UK can receive SMS's from Vodacom in SA, but not from any MTN number (including my bank (ABSA) who use MTN for sending me SMS notifications for online banking). Other Orange numbers in the UK can receive my MTN-originated SMS's. I have determined that it is definitely not my phone or SIM card.

To make the problem even more complicated – I was on a Orange pre-paid contract for 5 years and then went on Orange pay-as-you-go for a few months and then 3 weeks ago back to Orange pre-paid contract. Orange is convinced that the switch-over from pay-as-you-go to pre-paid 3 weeks ago has nothing to do with the current problem and that it is just a coincidence. Orange escalated the issue to the highest support levels in their applications and networks departments and have now told me that it is definitely an issue with the MTN network in South Africa so Orange is going to close the call as they can’t do anything else to resolve the issue.

My brother in South Africa tried to escalate the issue within MTN but it is so difficult to find a MTN support number that works and if you eventually do manage to talk to a customer services person the only help they give is “I can see the SMS messages are in “pending” status on MTN network and nothing else they can do”.

This is very frustrating and I’ve ran out of ideas now on how to do any further fault finding for the issue.

Anybody out there that is experiencing the same issue at the moment or in the past?

Anyone out there who is an MTN-insider who can suggest how I get MTN to check this problem out?

Thanks

I have an almost identical problem which started soon after i ported my number to orange when i took delivery of my iphone in Dec 09. Now i can no longer receive absa logon confirmations and rvns and from my one family member. Vodacom and cell C are fine. MTN denies any problem on their end. They say all the messages sent by my family member has been delivered. So its somewhere in the ether between MTN and orange. Its a pity one cannot get to speak to the really knowledgeable technical people as the customer services people whilst quite helpful are clearly lacking in the necessary technical knowledge. The quality of the help also varies quite considerably. Some are helpful and empathetic whilst others are just dismissive and blunt. Any help most welcome.

 

[Dr_Data]

Hi

Please PM me your Orange number and I will sort it out for you.

Regards
DD

 

[radwizard]

Thanks so much DD its +44*********** Let know what to look out for. Regards RW

 

[Dr_Data]

Hi

I just sent you a test SMS from MTNSA to show you its now fixed. I got a delivery receipt so it loks fine now.

Regards
DD

 

[ginggs]

Thanks so much DD its +44 **********. Let me know what to look out for. Regards RW

PM = Private Message

I suggest you edit your post and remove your number.

 

[MrG]

yeah, leaving a number open like that on the internet is never a good idea.

 

[radwizard]

Hi, I am thankful for your efforts. Indeed it works! I hope that a smart person like you reaps the success and prosperity you deserve. I am quite astonished that after 2 weeks of local and transatlantic telephone calls costing me much more than just money, you sort the problem in less than 24hours. Once again thank you very much. Would you mind if i mentioned you to my bank support team and orange when i let them know that you've sorted it. maybe they can engage your services for these technically challenging transatlantic situations. Your a star.

 

[radwizard]

Thanks guys I have do so immediately. How does one send a pm? Cheers. This Dr_Data is astonishing sorting out my problem in less than 24hours.

 

[Dr_Data]

Hi

I sent you a PM now. Just look at the top left of this page you will see notifications. Click on it and you will see my PM to which you can reply.

Regards
DD

 

[Kgabogk]

Good job Dr Data,
Snakepit pls reconsider, this forums are the most helpfull as far as customer support is concerned,yur technical knwledge is way above most of the guyz at 808 & 173

 

[Voldemort]

Good job Dr Data,
Snakepit pls reconsider, this forums are the most helpfull as far as customer support is concerned,yur technical knwledge is way above most of the guyz at 808 & 173

I appreciate the vote of confidence and you know im here for you where i can) via pm but im not getting any further involved in this section, lot of threads posted here dont have anything of constructive value, merely company bashing and i wont be privvy to that any further, sorry mate.

 

[fycus]

Hi, i was sent to the UK to work for the year. i also cannot recieve sms's from an MTN number in South Africa. i am using an Orange pay as you go here in UK. i can send sms's, and make calls to the MTN number (costing me a fortune) but really need to recieve sms's from it (MTN number) and it is not working... please can anyone help me or advise me what to do???
Thank you

 

[Dr_Data]

Hi fycus

Please PM me your number on Orange UK and I can resolve it for you.

Regards
DD

 

[robben]

Not receiving sms from ABSA (MTN) with Orange UK

Hi fycus

Please PM me your number on Orange UK and I can resolve it for you.

Regards
DD

Hi Guys,

I've recently moved from O2, to Orange (retaining my O2 number) and since then I haven't received any text messages from ABSA. As I understand it, ABSA use MTN as their service provider. I presume I'm suffering the same problem as described in this thread.

What do you suggest is the best way for me to resolve it? I've already spoken to the guys at ABSA and they say there must be something wrong with Oranges service. No surprise there, right!