Trouble Sending RCS Messages

[hsbcejanvan]

Hello,

My wife and I each upgraded our Pixel 7s to Pixel 9s.   Her upgrade went well, but mine had issues. Phones are all Telus phones.

Since upgrading, I'm not able to send RCS messages with Google Messages to iPhone users that have RCS messages enabled. I'm also not able to send RCS messages to Android users - until they first message me - which sometimes requires sending as an SMS first. RCS groups seem to be ok.

Between myself and Business Customer Care we've done the following:

• Turned off RCS messages, turned back on. Cleared cache and storage in Messages.
• Factory reset phone
• Returned new phone and received replacement phone
• Tried sending RCS messages on a brand new phone without transferring data or restoring from backup
• Went to a new sim card
• Tried new esim
• Tried same sim card in wife's phone - can't send messages either
• Went back to Pixel 7, that could send RCS messages without a problem.... It now has the same issues and can't send RCS messages as before

It's frustrating because message conversations flip back and forth between SMS and RCS.  And I can't disable RCS because then I can't use the group chats.

I've had no success and really not sure what else to do...

[TELUS_Support]

Hello hsbcejanvan, RCS issues are tricky since we don't have access to this system, we can only assist in case of regular SMS issue. I'm assuming  something went wrong during the phone swap, do you still have your old devices? If you do, can you connect to Wi-Fi and turn off RCS in your old devices? Can you also confirm that your mobile data is working with and without Wi-Fi? Have a quick look here https://support.google.com/messages/answer/7189714?hl=en for more support info and keep us posted! Thanks! 

[hsbcejanvan]

Hello... thanks for your reply and suggestion - it's one that hasn't been made thus far.

I still have the old device... when I checked it previously while connected to wi-fi, it said RCS messages were not available for this device and to insert a sim card.

I did try the above link and went through with it.   I'm assuming it worked, as I got turfed from all RCS group chats and my wife got notifications on her phone for each group, that I had left the group :D.  After that, I did clear cache and storage for Messages and Carrier Settings, left for about 30mins and restarted the phone.. and no fix to the issue.

[TELUS_Support]

Thanks for trying, were you able to find some support directly on the Google page? It may take up to 2 days before you start seeing a change or that your new device becomes fully register with RCS chat. I had this delay issue in the past when changing from an S23+ to an S25+. Sadly we don't have access to this service here so our support options are limited.

[hsbcejanvan]

Thank you.  No success as of yet.  I'll keep checking out the Google Messages support pages.

[TELUS_Support]

if your data is working (mobile or Wi-Fi) the issue is either directly with the RCS service or your device. For the moment I doubt it's a hardware issue so let us know if you find anything on the Google side of things. You can also try to turn it off for 24 hours and reconnect tomorrow. 

[hsbcejanvan]

Hello,

Yes, data seems to be working correctly for all other purposes - both wifi and mobile.

I did leave RCS off for 24 hours, after disabling RCS directly from the google website as mentioned above.

Still no such luck.

Going back and forth now via email with "the highest tier of support" says their e-mail from Google after sending logs and spending an hour online with them via chat - although their proposed solutions are back to the elementary... make sure your apps are updated and make sure your RCS chats say "connected" in your settings. 🙄

Thanks for the suggestions.

[TELUS_Support]

Thanks for following up and I found this note in my system regarding a possible issue with RCS. "RCS not registering after device swap/upgrade (Android Only)." So basically our support team is investigating an issue with this service and we'll keep you posted.