iphone 5, ios7, imessage wont activate

[Blade]

So all phones are now iMessage and face time operational. Seems Telstra fixed the issue. Lesson to learn -
Telstra - keep your customers in the loop
Me - wait before doing next iOS upgrade as something like this happens every time

[Blade]

Sorry forgot to mention leave it at awaiting activation and it will happen in the background and a message will pop up on the screen. No need to continuously turn off and on etc just ensure that you have logged in and selected the appropriate phone number to use

[DuckDodgers]

just give it some time guys, it took my phone 4 days for it to start working.

read a few posts back most of us have just tured off iMessage and FaceTime give it 5mins for good measure (some people even turning their phones off for 5mins) and then just turn the iMessage and FaceTime back on.

for me it took about 45mins later but for some people only took like 20mins for it to activate.

this is just a suggestion, it may not work for everyone but this is what i have done (unless i just for lucky). only thing i can suggest if to just be patient.

Cheers

[Yannick · Accepted solution]

We apologise to any of our customers who were unable to access iMessage and Facetime on iOS7 over the weekend. We have modified our network settings and service should be restored for everyone.

[robtls]

Yes I can confirm my imessage is now working, as of late Sunday evening (22 Sep 2013)

Thanks Testra

[psyherin]

If anyone still has issues with the imessage activation follow this step:

1. go to Settings > messages>Send and receive (uncheck your email address)

2. go back to previous screen and turn off imessage

3. go back a screen and go to facetime - turn off face time

4. go back a screen and go to Celluar > turn off 4G connection

5. switch off the phone

6. restart the phone

7. go to settings and turn on imessage. It should activate it

8. go to facetime and enable it

9. enable 4G connection again

10. Done !!!

Hope this helps someone ... The trick here was to turn off 4G connection before you activate imessage or facetime

It works !!!

[srite]

still not working for me either

[srite]

It still not working for me and its now thursday 26th of september..

[Matt_Telstra]

Hi srite,

Have you tried the steps that psyherin mentioned before your post? If not I'd suggest going through those steps. If it doesn't work after completing those steps please let us know. As Yannick mentioned this issue should now be cleared up.

-Matt W

[fpoli]

Its great to hear that this has been fixed. But how do we now adjust the settings for iMessage to work from our mobile number? Like many others, I have been able to send messages from my email address, but I am unable to select my phone number from the send & receive list. I am also unable to send emails from my phone. How do I fix this??

[fpoli]

Thank you so much, this has worked for me. Now just to fix my emails, poor firm from Telstra that this message didn't come from them!

[gee38l]

Hi,

Issue is still not fixed for me received my 5s last Friday and for the life of me cant get imessage to activate with my phone number.

I have tried everything on this forum to no avail

I spoke to apple technical support who also went through some steps but still not working, The supervisor at apple told me to talk to the carrier and also gave me a reference number so that this can be escalated to a higher level at apple if its still not activated by tomorrow morning.

[gee38l]

Would love some feedback from telstra

[DanK]

If you have tried the steps psyherin posted as suggested by Matt?

I am confused about your second message as a number of staff have posted on this thread.

[gee38l]

I tried that still does not work

In regards to the second message i said that because apparently the issue has been resolved.

My gf got her new phone from vodafail the same time and that activated straight away

[DanK]

In that case, I would suggest giving our mobile assurance team a call on 13 22 00 so that we can troubleshoot for you.

I am fairly sure that when activation fails or gets stuck it can take 48 hours before the device will try again.

[gee38l]

Just called them and went around in circles the tech support operator basically said its not a telstra issue they have nothing to do with the activation of a mobile number on imessage

[ShannonD]

G'day gee38l,

To confirm, can you access the internet on your phone I.E. Search via the browser, use other apps that connect to the internet? 

If  you are only awaiting the activation of iMessage, then I'd suggest to raise a case with apple care. 

 

[gee38l]

Hi,

Everything on the phone works fine internet, sms, apps etc.

Its only the imessage activation thats a problem.

I have a case open with an apple senior support person who has escalated it to an apple engineer who both think its a carrier issue.

[gee38l]

It seems impossible to get the mobile assurance team to log a fault its been over 3 weeks still not working... Apple have gone out of there way to try and help, got me to install a log profile for activation, sent the logs to engineering, checked everything and still not working. So i think its time for telstra to do something and please dont tell me to call i refuse to deal with arrogant/incompetent overseas call centre staff

[joev]

Hi! I have this same issue and have gone through the last 5 pages of this post and nothing has worked. I have also reset all network, restore the phone to factory settings and nothing has worked.

Interesting enough though. I took a sim of another colleague of mine, also on telstra (corporate sim), and was able to activate imessage with his sim in my phone. I then insert my sim into his phone, and can not activate imessage. My colleague however can activate his sim, on his own phone. 

In summary, my sim in 3 different iphone 5's cannot activate imessage. My colleages sim can ativate imessage on both iphones. I have since ported my mobile number to a new blank TELSTRA sim, still no good.

Interesting too, I cannot send international SMS. would this be part of the problem?

[gee38l]

This sounds exactly the same as my problem no matter what iphone i put my sim into it never activates... I have also done two sim swaps but i can send international texts... Even though you cant i dont think this is the problem as i beleive telstra use a local number for activation

[joev]

Gee38I - looks like we're in the same boat. I am fairly confident it's not the phone, as my iphone will activate with a different sim inserted into it. Been online with TELSTRA chat, although they tried to help but all suggestions have been tried previously. I hope I don't have to wait 2+ weeks like you to get this one resolved.

[gee38l]

Yeah i have tried absolutely everything its been 3+ weeks now... So im very frustrated especially telstra who just play the blame game or ask me to update to 7.0.3. Its not the phone i can put a vodafone or a friends sim and it activates straight away

[gee38l]

Joev - did you get it resolved?

[gee38l]

I went and saw a apple genius today they could not do anything or offer any assistance... He seemed to think this is a carrier issue with the sms authentication

[gee38l]

Also telstra here is a dump from the imessage debugging log:

} (IDSDAccount: 0x13ce37c30 [Service: IDSDService: 0x13ce19d20 [Identifier: com.apple.madrid Display Name: iMessage Topic: com.apple.madrid Service: Messenger Protocol: Messenger] Login: (null) UniqueID: 7992E48A-3334-4DAF-B09F-D482DD75F04A Registration: Registration info (0x13ce2af00): [Registered: NO] [Type: Phone Number] [Device Name: (null)] [Service Type: iMessage] [Env: (null)] [Main ID: (null)] [Phone Number: (null)] [AppleID: (null)] [UserID: (null)] [C2K: NO] [Push Token: <032634bb cec3a27b 065ee78c 62f0e26d 95ce93a6 e06b35a4 e8b3d3fd 4ac78bcc>] [Region ID: (null)] [Base Number: (null)] [URIs: (null)] [Candidates: (
"+61488878***"
)] [Auth Cert: 0x0] [Reg Cert: 0x0] [Profile ID: (null)] [Auth User ID: (null)] [Heartbeat Date: (null)] Registered: NO Linked Accounts: (null)])
2013-10-30 22:52:31 +1100 [KeychainReader(imagent:23:YES):FTServices] Purged keychain reader
2013-10-30 22:52:31 +1100 [IDSCore(identityservicesd:53:YES):FTServices] * Forcing an reset on the registration count, enough time has passed 1 -> 0
2013-10-30 22:52:31 +1100 [IDSCore(identityservicesd:53:YES):FTServices] Kicking dequeue of pending requests
2013-10-30 22:52:31 +1100 [IDSAgent(identityservicesd:53:YES):FTServices] Broadcasting refresh registration
2013-10-30 22:52:31 +1100 [IDSAgent(identityservicesd:53:YES):FTServices] Failed, delivered too many sms => Disabling service
2013-10-30 22:52:31 +1100 [IDSAgent(identityservicesd:53:YES):FTServices] Too many SMSs, deactivating me
2013-10-30 22:52:31 +1100 [IDSCore(identityservicesd:53:YES):FTServices] Resetting Phone Number Validation Attempt counter from 5 to 0

Note: Failed Delivered To Many SMS

Looks like the authentication sms is not being received by the phone?

[TheL]

Hi gee381, 

I've sent you a private message. Best we have one of our mobile techs look into this for you and assist. 

- Luis

[joev]

Hi gee38l no hasn't been resolved. I wasn't prepared to waste time going to apple, knowing through my troubleshooting steps, and your extensive testing, that logic strongly points to the mobile provider..

I think it may be account specific, hopefully Telstra will have a solution for me once they work out your problem.

[joev]

Hi gee38i, how did you go? has it been resolved for you as yet?

[gee38l]

Hi Joev, Nope still not resolved this is getting beyond a joke its been 3+ weeks. Hows yours going?

[Esther]

Hi gee38l, 

Just checking that you sent your details to us via the form Luis provided via private message?

 

[gee38l]

Yes sent on Sunday evening

[Esther]

If you could please advise the reference number I'd be happy to follow up for you, alternatively please private message your full name & email address given via the form 

Thanks

[gee38l]

Cant see a reference number but sent you a pm with details.....

[Esther]

Thanks, I'll be in touch with Matt who is looking after your incident to assist further 

[joev]

No, unfortunately, haven't been contacted or acknowledge by TELSTRA as yet.

[gee38l]

Well at least Telstra have acknowledged so i will share every peice of information i get from them and apple engineering as soon as i get it. Upon reading the debug logs in detail it seems after 5 unsucessful attempts of the phone not receiving the reply authentication sms it deactivates itself for 24 hours. The question is why is the phone not receiving the authentication sms????

[gee38l]

Still no reply?????

[joev]

No, still no reply.

Is there any telstra support person out there willing to assist me please.

I want to add i seem to can't receive sms from overseas as well as sending.. to UK fore sure.

[gee38l]

This shouldnt matter on telstra they dont use an overseas number for activation

[joev]

Just in case the block other things on my account....for them to simply check. I guess they still haven't been able to work out your problem. Are they actively helping you or silence for days on end?

[gee38l]

Just go on live chat and ask them to check all your settings etc.. No i have not heard anything from telstra so silence at the moment. Apple called me last night and got me to try something but did not work, so they are back to the drawing board.

[gee38l]

Did you manage to get any help from telstra?

I havnt heard a thing from them

[DingoDan]

I am sorry for the delays in getting back on this thread and I can assure you that we have had this escalated with our specialised Social Media Technical Team and it is being followed up on and investigated further. Matt is awaiting on an update on a possible resolution and once we have something further, you will be notified and this post will be updated. I am sorry that this problem is still being experienced and will have this escalated to Matt for when he is back in on Monday.

[gee38l1]

Any updates?

[HaidongG]

Let me follow an update with the devices team and get back to you as soon as possible. 

[joev]

Alright... have my account back! shesh, this is a real pain

Hey gee38l1.. so you've had some fun with your account too i see.

Anyway, I contacted the livechat people and they checked my account for any int sms blocks and there's none!.

I guess i'll have to wait for this forum to provide a solution!

[gee38l1]

Any updates?

[gee38l1]

Yep has been fun with trying to claim my old account...

Im hoping for some input from telstra re our issue. I still dont have any updates from apple since Monday