Untitled Note

18563244939 Customer Name: Sam Smith Best callback number: (301) 355-0471 Customer's preferred callback time (with timezone): ASAP Email address: aims.dispatch923@gmail.com Problem: The phone number belonging to Ext 115 is not able to send or receive text messages, messages are simply not delivered and they only see the red button to retry to send text, this is the number 18563244939 Background: The phone number 18563244939 has already been registered with a TCR campaign, Telco Ops has already cleared this phone number as being able to text without any issues. Behavior: This number 18563244939 is not able to send/receive SMS Expected Behavior: This number 18563244939 should be able to send/receive SMS Steps to reproduce: Sent a test text to the customer, the customer didn’t receive the text. Asked the customer to send a text to the agent's phone number, the text was also not delivered and neither of the interactions is registered on the SMS log. Troubleshooting: Asked the customer to log out of their app and then log back in but they have mentioned that they have already done that in the past and it never worked, checked the customer's credits for SMS and there is still a bundle available, asked the customer to send some texts to a number the agent had available but the customer could not send any texts using this number, tried sending an SMS to the customer's number but it also didn't get delivered. I sent some SMS from my tester 17209611917 and cx never received it, not showing in the logs Telco case created 19891590, BW DASH SMS Status - TRUE, Has Campaign ID Bandwidth ticket created: Request #5387471 and the said:We have investigated the reported examples and confirmed that these messages are never reaching Bandwidth's network Cx logged in with the direct number 18563244939 Cx logged with main number ext password Samples: Sending number:8563244939 Receiving number:6619987345 Date and time: 08/29/23 5:31pm Time zone: Eastern Sending number:8563244939 Receiving number: 9092325836 Date and time: 08/29/23 5:32 pm Time zone: Eastern Sending number: 8563244939 Receiving number: 5134416115 Date and time: 08/29/23 5:24pm Time zone: Eastern Additional notes: The attempts that the customer has tried to make will be attached to this case as screenshots, since the interactions aren't reflected on the accounts SMS logs nor on SCP's logs at all. See Files/Notes for text samples.