Apple Customer Support Claims Apple Stymied by Phone-Switching iMessage Glitch

imessage.jpgThere is a long-standing problem with lost iMessages for select users when they switch from an iPhone to another device. Apple allegedly is aware of the problem and not able to provide a fix, claims former Lifehacker editor-in-chief Adam Pash, whose iPhone was affected by this message delivery problem.

After disabling their iPhones, some users experience an issue where iMessages sent from other iPhone owners are routed to the now-disabled iPhone and not forwarded as a text message to the active phone. The recipient never receives the text message, creating a situation that is frustrating for both people involved in the conversation.

Pash spoke to Apple's customer support after he stopped receiving messages from iPhone-owning friends when he switched to an Android phone. The support personnel confirmed "this is a problem a lot of people are facing" and "added that engineering team is working on it but is apparently clueless as to how to fix it."

In the meantime, Apple has completely hijacked my text messaging and my phone number portability (portability between devices, not networks). No one can fix this but Apple because it’s a problem at the device level, which means people in my position have no recourse but to wait for Apple to figure out what the problem is. But Apple isn’t offering any public support on the issue that I’ve been able to find (and it’s worth repeating that proper support is behind a $20 paywall for most people who’ve switched devices, who would also be the most commonly affected by this problem)

This issue with iMessage has been reported as far back as 2011, shortly after the messaging service debuted as a flagship feature of iOS 5. iPhone owners are advised to disable iMessages before they deactivate their phone in order to remove the device from Apple's system and allow messages to be forwarded properly as text messages to their new handset. This precautionary step of disabling iMessage apparently works for some, but not all iPhone owners who switch to another smartphone platform.

Top Rated Comments

(View all)
Avatar
82 months ago

And I have never had any trouble with it, not frustrating at all.


Therefore, it works for everyone and all of the negative posts here are fiction, right?
Score: 26 Votes (Like | Disagree)
Avatar
82 months ago

My wife and I are STILL not receiving messages from time to time. Apple really needs to work this out. We switch from iphone to android months ago.


That's your problem. You shouldn't switch to Android in the first place, android tracks you, sends your information to remote servers, is totally unreliable too. Believe me, I've studied it. If you would've stayed on iPhone, this wouldn't happen. So, don't be blaming Apple. Blame yourself.


LOL really? I love Apple as much as the next guy, but what kind of reply is that? :rolleyes:
Score: 8 Votes (Like | Disagree)
Avatar
82 months ago
"It just works".... :rolleyes:


I've seen this happen in real time and is a PITA. the fact Apple can't fix it is ridiculous.
Score: 8 Votes (Like | Disagree)
Avatar
82 months ago

It’s your own fault for not signing out of iMessage/disabling it on your device before switching to a different phone. The same logic applies if you sold your phone to someone and left Find My iPhone on, the onus is on you to turn that off, not Apple.


Why would this be your fault? Is it specified anywhere that you need to do this? Have you EVER had to do this on any messaging service prior to iMessage? Stop defending Apple blindly.
Score: 7 Votes (Like | Disagree)
Avatar
82 months ago

Therefore, it works for everyone and all of the negative posts here are fiction, right?


No, the user is just sating that they have not experienced any issues using iMessage. They didn't say anything about the problem being fictional.
Score: 7 Votes (Like | Disagree)
Avatar
82 months ago

... is that people are foolish enough to switch from iOS to anything else. Those same people aren't even smart enough to disable iMessage from the phone they leave. If you don't deactivate your iMessage from your phone and then sell it, guess what will happen? Your buyer gets all your iMessages. NOT smart at all. I've switched my phone twice from Apple to Apple and my girlfriend's iphone twice as well. We NEVER receive iMessages on our old phones--only on the new ones because I always disable iMessages from the old iPhones before activating it on a different iPhone. No problem whatsoever.


The fact that people consider this a normal behavior is baffling. The real problem is that it's somehow legal for Apple to hijack your number and tie it into their system. I understand why it's done but there is no clear way of undoing it. This is not even remotely a normal user experience. SMS/MMS and iMessages should be entirely separate but somehow Apple is allowed to intertwine them altogether and prevent you from using your phone number to send text messages from any other device.

You know how I figured out solutions? I searched for them on the internet after already encountering the problem. Do you think it's acceptable behavior to expect the user to automatically know how to do this when they switch to a non-iOS device when it is not even remotely commonplace behavior? Expecting the user to just know something is asinine. I build and fix PCs, root Android, write code and have jailbroken iOS devices and still didn't know that I had to do this prior to ditching my iPhone. Even after following every step mentioned, the problem still wasn't fixed.

Blaming the user for a problem that is not even remotely user-oriented has to be one of the most asinine things I've ever heard. Apple hasn't provided any real fix for this bug because there is no benefit for them by solving it. Why assist people that are ditching their products?
Score: 6 Votes (Like | Disagree)

Top Stories

Apple Takes Legal Action Against Small Company With Pear Logo

Saturday August 8, 2020 11:09 am PDT by
Apple is taking legal action against the developers of the app "Prepear" due to its logo, according to iPhone in Canada. Prepear is an app that helps users discover recipes, plan meals, make lists, and arrange grocery deliveries. The app is a spinoff of "Super Healthy Kids," and the founders claim that they are facing litigation from Apple. Apple reportedly takes issue with Prepear's logo, ...

Kuo: Global iPhone Shipments Could Decline Up to 30% If Apple Forced to Remove WeChat From App Store [Updated x2]

Sunday August 9, 2020 10:17 pm PDT by
In a worst-case scenario, Apple's annual global iPhone shipments could decline by 25–30% if it is forced to remove WeChat from its App Stores around the world, according to a new research note from analyst Ming-Chi Kuo viewed by MacRumors. The removal could occur due to a recent executive order aiming to ban U.S. transactions with WeChat and its parent company Tencent. Kuo lays out...

Google Maps Debuts New Apple Watch App and CarPlay Features

Monday August 10, 2020 9:16 am PDT by
Google today announced the launch of several features for Google Maps on Apple products, including new CarPlay functionality and a new Google Maps app that works on Apple Watch. The new Google Maps app for Apple Watch works similarly to the iOS app, allowing Apple Watch owners to get directions for a car, bike, public transit, or on foot. The app supports estimated arrival times and...

2020 iMac Teardown Reveals Internal Changes and Similarities

Saturday August 8, 2020 12:44 pm PDT by
A teardown video, shared by OWC, reveals the internal changes in the new 2020 27-inch iMac. The 2020 27-inch iMac was announced earlier this week with 10th-generation Intel Core processors, AMD Radeon Pro 5000 series graphics, up to 128GB of RAM, up to 8TB of storage, a 1080p front-facing FaceTime camera, a True Tone display with a nano-texture glass option, higher fidelity speakers, and...

Apple Seeds iOS 14 and iPadOS 14 Public Beta 4 to Testers

Thursday August 6, 2020 10:05 am PDT by
Apple today seeded new public betas of upcoming iOS 14 and iPadOS 14 updates to its public beta testing group. Today's software releases, which Apple labels as fourth betas to keep them in line with developer betas, are actually the third betas that Apple has provided and they come two weeks after the prior beta releases. Public beta testers who have signed up for Apple's beta testing...

Apple Believes This German Cycling Path Logo Infringes on Its Own Logo

Wednesday May 1, 2019 9:51 am PDT by
Apple recently objected to the logo of a new German cycling path in an appeal filed with the German Patent and Trademark Office, according to German outlets General-Anzeiger Bonn and Westdeutscher Rundfunk. Apple reportedly takes issue with the logo's green leaf and supposed "bitten" right side, attributes the company believes are too similar to its own logo. The logo, registered with the ...

Supposed iPhone 12 Display Unit Leaks

Thursday August 6, 2020 8:13 am PDT by
An image supposedly of an iPhone 12 display unit has been shared online by leaker "Twitter user Mr. White". Compared to images of an iPhone 11 Pro display piece, this new unit has a reoriented display connector, reaching up from the bottom of the display, rather than from the left-hand side on iPhone 11 Pro. This may be due to the logic board moving to the other side of the device. A...

Foxconn Reportedly Begins Seasonal Hiring Spree for iPhone 12 Production

Monday August 10, 2020 7:03 am PDT by
Apple's largest manufacturing partner Foxconn has begun its seasonal hiring spree to assist with iPhone 12 production, offering employees who recruit qualified applicants up to a 9,000 yuan bonus, according to Chinese media reports. As usual, Foxconn needs as many hands on deck as possible at its factory in Zhengzhou, China to assist with mass production of the upcoming iPhones. Apple is...

8 Third-Party Home Screen Widgets That You Can Try Out Now on iOS 14

Wednesday August 5, 2020 12:56 pm PDT by
One of the biggest new features of iOS 14 is Home Screen widgets, which provide information from apps at a glance. The widgets can be pinned to the Home Screen in various spots and sizes, allowing for many different layouts. When the iOS 14 beta was first released in June, widgets were limited to Apple's own apps like Calendar and Weather, but several third-party developers have begun to test ...

New 27-Inch iMac's Storage Affixed to Logic Board, 4TB and 8TB Configurations Have Expansion Connector

Friday August 7, 2020 7:46 am PDT by
Following a report from German blog iFun.de that claimed the new 27-inch iMac's flash storage is soldered to the logic board, MacRumors has obtained additional information in an internal document for Apple technicians. In the document, Apple says that the flash storage is indeed affixed to the logic board and cannot be removed. However, for the 4TB and 8TB configurations, Apple says that a...