Issues with receiving sms messages and images

Question

We just recently signed up to use Grasshopper for our small business as many of the services provided are an absolute upgrade over what we had before but we've had an issue with sending and receiving sms messages and images. This issue has been occurring with both messages between employees and more importantly, messages from customers both in 1 on 1 conversations and group texts. This is a huge issue as text communication with our customers is vital for our business and we can't do with some of our employees not being able to receive messages that are being sent to them. All of our numbers have been properly registered (we have verified this, they were registered over a week ago) and we've tried all of the proper troubleshooting methods to no avail. No matter what we do we're still having the same issue of some messages not being received, especially on the image end. What's frustrating is some of the texting works with zero issue while other times it literally never gets sent to the intended recipient. We tried getting a hold of support as well several times (opening a case number, etc.) and all we have gotten is an unhelpful AI assistant who gives us the runaround and simply directs us to the troubleshooting page without giving us a chance to speak to a human. From some research it does not appear that any of these issues are unique to us, both from the texting issues and the unhelpful support. I'm posting this here to see if there's any advice we can get on fixing this texting issue as it is vital to us being able to function as a business.

andrewr46 · Accepted Answer

Hi Glenn, thank you for reaching back out!We actually were able to finally get a hold of support proper and they were extremely helpful and understanding to our problem. They think that they were able to fix the issue on their end and so far it appears that our texting is working properly now so the issue should be resolved. Thank you for taking the effort on your end to find the support ticket!