Not receiving sms from home alarm system, was working for one day, now nothing

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I have an iRisco home alarm system which always sent notifications to me when I was on Bell using the number@txt.bell.ca gateway. Switched to Koodo using the number@msg.telus.com gateway. Worked great for one day, now nothing. Tried the Koodo gateway and still nothing. Switched back to Telus gateway and still nothing. Using an iPhone 6s. Tried various combinations of iMessage, SMS, MMS, on/off. The day that it worked was with iMessage off, MMS off, SMS on. My cellular data is always on, I have a prepaid Koodo account with lots of data and talk minutes. I tired many iPhone iOS 9 troubleshooting tips and still nothing. I receive texts from other iPhone and non-Phones users without issues. I suspect Koodo/Telus has my iRisco alarm sender in it's spam database???

Any assistance is much appreciated,

Hoping to be a happy Koodo convert, Ed
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Ed Kelly

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Posted 2 years ago

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Robert, Mobile Master

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If it worked great for one day, I find it difficult to say that the problem is because it's considered as spam. If it would've, the problem would've been there from day one, no? It's just a suggestion.

As for how to make it work, try sending a message via your e-mail to your phone see if the adress works correctly. Also, do you still have a Bell phone in your house. Try putting it back to a Bell ceelphone to see if the problem is still there or not.

Do you have the iRisco application?
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Ed Kelly

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Just set my iRisco alarm to notify a friends Bell iphone and it worked. She got a notification when I set the alarm and another when I disarmed the alarm. Still nothing on my Koodo. I also sent an email to number@msg.telus.com and I received a text on my Koodo instantly. I am suspecting the spam since some spam filters determine spam based on frequency and content from the same source.

The iRisco is an iPhone app and also a web page called iRisco Cloud
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Ed Kelly

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The URL is https://www.riscocloud.com/ELAS/WebUI. Btw, I like your troubleshooting tips, you suggested two tests I didn't think of.
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Ed Kelly

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Just changed my home alarm to send a notification to number@pcs.rogers.com and it worked. So Rogers works (number@pcs.rogers.com), Bell works (number@txt.bell.ca), Telus does not work (number@msg.telus.com), Koodo does not work (number@msg.koodomobile.com). I used my iPhone 6 with a friends bell sim and another friends Rogers sim so it appears to be a Telus/Koodo SMS Gateway issue.
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Ivan, Mobile Master

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I've asked someone to look into this. Hopefully it'll get resolved soon.
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Ed Kelly

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Much appreciated Ivan, for me, home alarm notifications is a major reason for carrying a cell phone.
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Ivan, Mobile Master

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I've received word from Koodo. Apparently, the system is showing that texts were delivered, but your phone doesn't seem to display them for some strange reason. A suggestion was made to reboot your phone.

I'd take it a step further since you're using an iPhone. Please do the following:

Go to: Settings > General > Reset > Reset Network Settings.

Your phone will reboot and you'll lose any saved WiFi passwords, but the rest of your personal information will remain intact. Please let us know if your problem is resolved by this.
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Ed Kelly

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I powered off and on the iPhone, didn't work. Did a hard reset, didn't work. Reset the network settings, didn't work. In all three tests notifications went to iPhones of friends on Bell and Rogers, but not my Koodo iPhone 6. I even checked to ensure I wasn't blocking the Koodo SMS texts.
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Ed Kelly

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I just inserted a friends bell sim in my iPhone. I got text alerts from my alarm via hernumber@txt.bell.ca. Put my Koodo sim back in and I do not get text alerts from my alarm sent to mynumber@msg.telus.com. Wouldn't this test rule out the problem being with my iPhone? As mentioned earlier on in this thread, I've done this test before on my iPhone using Bell and Rogers sims belonging to friends.
(Edited)
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Ed Kelly

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It would be nice if a Koodo employee would enter this thread and investigate what is happening to the SMS and/or MMS notifications being sent from my iRisco home alarm system to msg.koodomobile.com, mms.telusmobility.com, and msg.telus.com. I still suspect they are not being sucessfully delivered to my phone. If Rogers, Bell, and Eastlink sims in my unlocked iPhone allow me to get my SMS alarm notifications from my home alarm and my Koodo sim does not, then what other conclusion can I come to?
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Ivan, Mobile Master

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I'd try another SIM at the Koodo location first. If that fails, I'd contact Koodo directly and ask to speak to higher-level technical support.
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Ed Kelly

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Well, I would but the nearest Koodo Shop is a five hour drive. The local Telus here does not supply or sell prepaid sims, only prepaid Koodo phones. They told me I need to go to a Koodo Shop.
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Ed Kelly

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Thanks to Dennis, mobile master, this issue was solved. He brought it to the attention of Koodo. The issue was what I initially suspected and noted when I first created this thread.

Refer to;

https://community.koodomobile.com/koo...

Quote from Dennis "Koodo said they added the IP to the trusted list. Give it a try to see if that improves things."

I tested numerous times today and issue is resolved.

Thanks to all who helped solve this issue,

Now a happy Koodo customer.
(Edited)
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David, Mobile Master

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@Ed Kelly
    Thanks for posting the steps you researched and tested in finally arriving at a solution. Such sharing makes forums such as this one beneficial to more than just the immediate participants. I, for one appreciated the patience and persistence you showed to arrive at a solution.

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