CommzGate logs show that an SMS has been delivered but the recipient complains that he does not receive the SMS message, how do we resolve this discrepancy?
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CommzGate Support Official comment If you are on our Direct-to-Telco plan, the logs from the Mobile Operator is an almost certain technical proof from the Mobile Operator that the SMS was indeed delivered to the user handset.
The recipient has to check if there is any problem with his or her mobile handset.
Possible causes include:
-simple human error that causes the recipient to miss reading the incoming SMS message.
-sometimes the signal strength indicated on a handset is not accurate as it is not refreshed. we recommend restarting the handset.
-the handset's SMS app may have hung.
-it can be a permanent issue with the handset which would need to be replaced.
-check that there is no spam filter configured in their handset which may be blocking the SMS from being displayed.
If necessary, CommzGate can do a live test via teleconf call with the end-user at an arranged date and time. A quick test case includes switching the SIM to a different handset to check if the issue persists.
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