Issues paging with Verizon vtext

[Derek Culberts1]

Hi everyone, last night we began experiencing an issue with email notifications sent to Verizon phones via phone number @vtext.com. The issue appears to be intermittent with about a 33% success rate. ServiceNow consistently creates the notification, and sends it, however about 2/3's of the time the user doesn't receive. This is an issue because we run a 24x7 on-call rotation as a heathcare IT team. Other carriers such as Google Fi and Sprint have a 100% success rate, suggesting the issue is with Verizon. Has anyone else seen this over the last 24 hours, or ever? 

An additional question is, I know Verizon has an enterprise messaging service (EMAG), does anyone know if ServiceNow can integrate with this service? Is anyone using Verizon EMAG with ServiceNow? If so, how does it work and what is your experience with it?

[Shane J]

Have you tried their MMS address instead?

mobile-number@vzwpix.com

Blatantly taken from here:

https://www.howtogeek.com/howto/27051/use-email-to-send-text-messages-sms-to-mobile-phones-for-free/

[Derek Culberts1]

Thanks for the advice on @vzwpix.com that does appear to work, however because it is MMS the notification will appear as a group text. So if 20 people are sent a notification via @vzwpix.com all 20 will be on the text. Not the end of the world, just an observation from testing. 

I'm considering creating an on before insert business rule on the sys_email table that replaces @vtext.com with @vzwpix.com... however I consider that a band-aid rather than a fix. 

[Derek Culberts1]

Hi Allen, thank you for posting the update! I did more testing this morning and we are still experiencing this issue as well (I sent a test page to 6 VZW phones and only 1 received the message, which is less than yesterday womp womp womp...)

In response to your questions above

-Do people have the same area code? yes all are the same area code (928)

-Do people have the same phone? this is over ALL phones (android or iOS)

-Have you yourself contacted Verizon customer service to see what they say? - We have contacted Verizon... the concern with contacting Verizon is they do not support vtext... they want you to purchase EMAG. Which is fair enough, however I'm finding it difficult to find any information regarding an integration with Verizon EMAG and ServiceNow.

[Allen Andreas]

Yeah, I think this just may be a temporary issue going on and not the norm. We'll see.

Anyways...that's about all I can offer for help and updates.

If you don't mind and have the time, please go back through this thread and mark any other reply as Helpful, if it was. Thanks!

[DHarris1]

Hello Derek,

Despite this being very old content, our company is experiencing the same problem and Verizon is pushing EMAG integration. Did your company end up purchasing it? If so, did you get it to work with ServiceNow and is it working well? I am trying to compare it to Twilio.