Troubleshooting MMS Sending Issues

Overview

This article provides steps for partners and customers to follow when a user is unable to send MMS messages, especially after a plan change or SIM reprovisioning. It includes APN configuration, device checks, and data collection steps for escalation.

If a customer reports that MMS messages are not sending (but receiving works fine), and MMS provisioning appears correct on the carrier backend, the issue is most likely device- or configuration-related.

Steps to Resolve

Step 1: Reset Network Settings

• Perform a Network Settings Reset on the device.
• Ensure the device is not connected to Wi-Fi while configuring or testing MMS (MMS requires mobile data to function).

Step 2: Verify or Re-enter APN Settings

Use the following standard Telstra MMS settings:

Name: Mobile Data
APN: mdata.net.au
Proxy: (leave blank)
Port: (leave blank)
Username: (leave blank)
Password: (leave blank)
Server: (leave blank)
MMSC: http://mmsc.mdata.net.au:8003
MMS Proxy: 10.1.1.180
MMS Port: 80
MMS Protocol: WAP 2.0
MCC: 505
MNC: 01
Authentication: (leave blank)
APN Type: default,dun,supl,MMS

Step 3: Restart Device

After saving the APN settings, restart the device and try sending an MMS again.

Step 4: Alternative APN Test

If the issue persists, change the APN to telstra.internet and test sending MMS again.

Special Note for iPhone Users

• iMessage does not use MMS settings. It works via the internet (Wi-Fi or mobile data).
• Ensure the user is testing actual MMS, not iMessage. Under Settings > Messages, verify:
  • MMS Messaging is enabled.
  • Send as SMS is enabled.
  • Message bubbles appear green (indicating SMS/MMS, not iMessage).

Data Required for Escalation

If the MMS issue continues, gather the following details before escalating:

• Device make and model
• Screenshot of APN settings after configuration
• Perform three MMS send attempts, 5 minutes apart, to at least two different destination numbers (preferably from different carriers)
• Record details in the table below

Attach screenshots of any failed attempts if possible.

Next Steps

Once the above data is collected, submit it with the escalation request to the Carrier/Network Operations team for detailed log analysis and reprovisioning if required.