Troubleshooting MMS Sending Issues

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.

1. Overview

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.

2. 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.

3. 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).

4. 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.

5. 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.