+ Add Question

SMS reminder working erratically

R

Hi

I am based in India. My service provider is Vodafone India. I am receiving only SOME of my SMS alerts. Here are checks/ fixes that I have already tried:
- SMS reminders are already setup correctly (30 minutes before scheduled time) for all to-do's
- I tried using the Canada number, but that seems even less reliable than the USA number as far as sending SMS alerts is concerned
- Some of my earlier alerts were set with reminder at "0 minutes". I changed these as well to the standard "30 minutes"....that seemed to help for a day when the SMSs were coming through fine, but then I am again receiving only some alerts today, and missing several of them
- I am making sure that I am checking off/ completing all tasks in the previous day, so that the recurring tasks will appear in the next day's to-do list
- I seem to be receiving the "one-time" to-do SMS alerts, but the SMS alerts seem to be missing for the recurring "to-do's"

Could you please check and advise how to fix this asap, as this is getting a bit frustrating.

Regards
Rajiv

All responses

David Trey staff
Replied on Feb 06, 2014 - 11:41

Hello Rajiv,

Please tell me:
- Did you try both Canadian numbers? It's unusual that the US number works for you as it doesn't support international numbers for most cases.
- What due dates and times of some tasks for which you haven't received the reminder did you use?


Best regards,
David

R
Rajiv premium
Replied on Feb 06, 2014 - 20:40

Hi David,

I tried only one Canadian number. I will try the other one now as you suggest.

Most of my reminders are for daily recurring events. As I can see the problem seems to be mainly with recurring reminders, as I seem to receive the "one-time" reminders perfectly.

Note that I was initially receiving the reminders even for the recurring events, but a couple of days later they have gradually stopped. For instance, I haven't received both my reminders for this morning. Settings for them were as below:
1. every day @ 7am Notification: via Mobile SMS Timing: 30 minutes before
2. every day @ 7am Notification: via Mobile SMS Timing: 30 minutes before

The reminder notification is currently from the USA number. I will change it to the second Canada number (number ending 5494) and see if that makes a difference.

In the meantime, let me know if you need any further information, or can share any other ideas to resolve the problem.

Regards
Rajiv

R
Rajiv premium
Replied on Feb 07, 2014 - 01:02

Hi David,

Further updates.....I tried the Canada number (number ending 5494) for a few hours and missed ALL my reminders, including both recurring as well as "one-time" reminders.
Note: I did not even get the test SMS for the Canada number.

Next steps that I tried a couple of hours later:
- I tried the other Canada number (number ending 2756) and again did not receive even the test SMS
- I then tried the USA number and immediately received the Test SMS (this was working fine earlier too, so there's nothing new)

I have therefore reverted to using the USA number, and awaiting to see if there is any change in the reminders I am receiving.

Please let me know any other "fix" I should try in the meantime.

Regards
Rajiv

David Trey staff
Replied on Feb 07, 2014 - 06:49

Rajiv,

Based on some past report, there have been issues with SMS reminders in India due to some of them being blocked or numbers being on a "do not disturb" list. That said, are you sure there are absolutely no limitations for receiving international SMS messages by your provider?

There are two more things that we can try to identify the issue:

1. Please try to use email reminders with these tasks for a short while. This will ensure us if this is an issue with our reminder system that doesn't send them out or a specific SMS issue if email reminders work reliably.

2. If email reminders will arrive without any problems, please send your full phone number to david@doist.io we'll then sent a test through each host and pass it to our SMS provider.


Best regards,
David

R
Rajiv premium
Replied on Feb 08, 2014 - 01:34

Hi David,

The SMS messages are not blocked by the service provider as I am anyway receiving some of them, but not all. I have also applied for de-activating "do not disturb" on my mobile which should hopefully get done in the next couple of days.

I will try using e-mail reminders as suggested by you, and revert after testing it for a couple of days.

Regards
Rajiv

E
Erdem premium
Replied on Feb 10, 2014 - 07:44

Hi,
I am based in UK.
I got 2 sms reminders in the past from a Canadian number. Today I had reminders at 11:00 and at 12:30. Unfortunately, both of them did not work.

David Trey staff
Replied on Feb 10, 2014 - 11:21

Hello Erdem,

Please confirm - does this issue still persist now?


Best regards,
David

R
Rajiv premium
Replied on Feb 16, 2014 - 12:09

Hi David,

An update. I followed your suggestion and setup e-mail reminders. Even the e-mail reminders are working erratically. For instance, out of the 16 reminders I had for today, I received only five reminders, so 11 reminders were NOT received.

The SMS reminders have virtually dried out. I am able to get alerts for any new reminders that I setup, but the existing ones have stopped sending out SMS notifications.

Please advise how this can be resolved, as I do am not seeing any value for the Premium membership I have paid for.

Regards
Rajiv

David Trey staff
Replied on Feb 17, 2014 - 06:53

Rajiv,

Please tell me, in what language are you using Todoist? We've noticed some issues with reminders when used not in English and we're looking into it.

Also, please note that in case this issue couldn't be resolved (though we'll do anything we can to resolve it), we would offer you a refund for your Premium payment.


Best regards,
David

R
Rajiv premium
Replied on Feb 17, 2014 - 11:40

Hi David,

I am using English.

Thanks for the refund commitment, but I would much rather want to continue with Todoist as I really like the user interface, and I have put in a significant amount of time to move all my reminders into Todoist....I just hope that the SMS reminder issue is sorted quickly as that was my main consideration in selecting your product.

Please suggest the next step for resolution.

Regards
Rajiv

David Trey staff
Replied on Feb 17, 2014 - 14:34

Rajiv,

I will pass this issue to the developers. If it was affecting only SMS reminders, it could be caused by your location (we've had past reports about some reminders not arriving in India and our SMS provider listed issues that may cause it which they can't overcome).

However, given that email reminders are affected as well, the cause must be different. We'll look into it.

If you can spot any pattern to this issue, please let us know, it would greatly speed up the process. For example - if only reminders set to a specific timeframe don't arrive or only reminders for tasks in a certain project etc.


Best regards,
David

R
Rajiv premium
Replied on Feb 18, 2014 - 05:50

Hi David,

It seems to be impacting the recurring events (E.g. every day, 3rd Tuesday of every month etc). The e-mail reminders for one-time events still seem to be working. Note that after I setup the e-mail reminders for all my events, at least initially (i.e. for 1-2 days) I was getting e-mail notifications even for the recurring events. Hence, there seems to be a trickling effect, i.e. all alerts are received initially, but slowly they start dropping off....quite similar to the way it was for the SMS notifications.

Regards
Rajiv

David Trey staff
Replied on Feb 18, 2014 - 07:34

Rajiv,

Thank you for this information, it seems to be related to the other issue we're investigating right now. I'll pass it to the developers.


Best regards,
David

R
Rajiv premium
Replied on Feb 24, 2014 - 00:55

Hi David,

Any updates? By when can I expect a resolution?

Regards
Rajiv

David Trey staff
Replied on Feb 24, 2014 - 09:06

Rajiv,

We're sorry for the delays, we're working on this issue now.


Best regards,
David

R
Rajiv premium
Replied on Feb 24, 2014 - 11:48

Thanks David....hoping for an early resolution

Regards
Rajiv

R
Rajiv premium
Replied on Mar 11, 2014 - 11:43

Hi David,

It is over a month since I raised this issue. Please advise by when I can expect resolution.

Regards
Rajiv

David Trey staff
Replied on Mar 11, 2014 - 14:34

Rajiv,

We're very sorry for the inconvenience, this was a complex issue which we've been working on, but a fix should come soon in the next update of our Android app. That said, it should take no more than a few days before we have a new version out.

We have extended the Premium time on your account by 2 months as a reimbursement for the inconvenience.


Best regards,
David

R
Rajiv premium
Replied on Mar 11, 2014 - 22:27

Thanks for the feedback David, and appreciate your extending my subscription.

Can I presume the fix will also work on my laptop (Windows 7)?

Regards
Rajiv

David Trey staff
Replied on Mar 12, 2014 - 08:15

Rajiv,

The fix will address adding reminders on all platforms.


Best regards,
David

R
Rajiv premium
Replied on Mar 30, 2014 - 11:30

Hi David,

Any update....its been quite long now!

Regards
Rajiv

David Trey staff
Replied on Mar 30, 2014 - 16:31

Rajiv,

We're very sorry for the delays, we're looking into this.


Best regards,
David

David Trey staff
Replied on Apr 03, 2014 - 11:26

Hello,

This issue has now been fixed. The fix will be deployed within a few hours.


Best regards,
David

R
Rajiv premium
Replied on Apr 04, 2014 - 03:10

Hi David,

Thank you....it seems to have started working since the last couple of hours. I will observe the performance and let you know if the issue recurs.

Appreciate the customer-friendly attitude of Todoist.....and BTW I love using the tool....its so easy, quick and intuitive.....please continue to keep it that way!

Regards
Rajiv