international message

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  • Updated 4 years ago
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I have problem with international messages
It can't be sent
My plan is 15 $ unlimited messages
Could you please tell me the problem
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Mohamed Ali

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Posted 4 years ago

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International messages can be a bit tricky.

Firstly, make sure you're entering 011 before the country code. Having a + instead sometimes works but is less reliable. Anything else will not work.

If you already are and it doesn't work you can try writing the number down, then deleting the contact and all threads involving that contact and try again from scratch.

If that doesn't work you can call Koodo's Tech support line to see if it's an issue on Koodo's end. If it is they can usually fix it pretty quickly.

I'll explain right now that international texts are slightly hard to troubleshoot. When you send a message from a Koodo phone to another phone within Telus' network, it's easy, the message reaches the SMS server and is sent to the recepient's phone directly. But if you send a message to a phone outside Telus' network (be it Canadian or international) it's sent to Telus' SMS server, then it's sent to third party's server (I'll not name them as I'm not sure if I'm allowed, but they transfer all inter-carrier messages - Canadian or otherwise) then the third party sends it to the SMS server of the receiving phone's carrier, then their server sends it to the intended recepient's phone.

As a Tech support rep I can confirm (if you call me) if there's an error in Koodo/Telus' SMS server or the third party but if I don't see anything there then it's in the other carrier's system that the problem occured. In that case I could escalate the issue higher up but then that team would have to contact the third party because they can't contact the recepients carrier directly, thenthe third party will contact the other carrier.

So call Koodo if the earlier steps don't work but if they can't find an issue on their end a quicker solution is usually to get the intended recepient to call their carrier.

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