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!