Regarding standard SMS Messages

[stephenthomson]

Can someone please tell me how long a standard SMS Text Message should take to go from my Samsung A32 4G Mobile - TPG Sim Only Plan to my wifes Samsung A32 4G Mobile also - TPG Sim Only Plan? Both our Mobile Numbers have been ported from Telstra to TPG and new TOG Sim cards were sent out.

My wife starts work early in the morning and sends me a simple:- I'm here - SMS Text Message to let me know she has arrived safely.

That SMS Text Message can take anywhere from 15 minutes from the time she sends it, up to 12 hours later to get to my mobile phone. 

Is this normal or is there a problem?

[Anonymous]

Hi @stephenthomson,

Welcome to the community!

Thanks for raising this to us, are you still having the same issues with both of the Mobile Services? I would love to help and get to the bottom of this. 

Here is an article that you may find helpful, Having trouble sending SMS?

In the event that the issue still persist, send me your account details and both of the mobile number also include your best contact number, I will arrange one of our mobile specialists to contact you for furtherr test and investigation.

How do I private message (PM) in the community

Regards,

Can someone please tell me how long a standard SMS Text Message should take to go from my Samsung A32 4G Mobile - TPG Sim Only Plan to my wifes Samsung A32 4G Mobile also - TPG Sim Only Plan? Both our Mobile Numbers have been ported from Telstra to TPG and new TOG Sim cards were sent out.

My wife starts work early in the morning and sends me a simple:- I'm here - SMS Text Message to let me know she has arrived safely.

That SMS Text Message can take anywhere from 15 minutes from the time she sends it, up to 12 hours later to get to my mobile phone. 

Is this normal or is there a problem?

[stephenthomson]

Thanks Shane..
I have spoken to a customer service rep and they are having someone call me back in a few days.  I spent over an hour on the phone, doing all sorts of checks on my phone. With no solutions. So now it's been escalated to someone higher up.

Could it be related to the fact I have had both mobile numbers ported from Telstra to TPG?

So when ever I send an SMS, that SMS has to go from my mobile phone to the TPG Mobile Systems, then to Telstra Mobile Systems because they originally provided my mobile number, then back to the TPG Mobile Systems, then to my wifes mobile phone?

[Ahra_G]

Hi @stephenthomson, 

If the porting has been completed, TPG will have full access to the number so long as it is active with us. 

The only time we will no longer have control over a ported number is when the service is cancelled; as the number will go back to its original provider prior to porting. 

Recent update on the account indicated that your concern is being handled by an Escalation Specialist from our Mobile Support team. 

Investigation is still ongoing and I believe their team is also awaiting more data/information from you. 

Feel free to reach out to us again should you require further assistance. 
 

-Ahra_G