topic Re: Not receiving two factor authentication codes in Pay Monthly

Not receiving two factor authentication codes

Jen_ld — Sat, 06 Sep 2025 07:01:42 GMT

Ever since joining o2 I have had nothing but trouble. It took 3 days for them to port my number, and I’m still not receiving 2FA text messages. I’ve been locked out of my banking app for about a week, including my Apple Pay as they cannot verify my cards.
I also can’t access half of the apps I use and pay for regularly like social media and streaming services etc 😞

I’ve rang o2 every night for the past 5 days and they just keep creating ‘tickets’ and assuring me it will be resolved within 24 hours. (Obviously it has not.)

I rang my bank to explain the issue to them and see if there is any other way they could verify me but they just said that without the code I could not access my banking. Thank goodness I have someone who’s just given me access to their bank cards for the past week. But if I didn’t I would have been completely screwed! It seems absolutely ridiculous that it could cause this much inconvenience?! Has anyone else had this problem? O2 customer service been royally useless!

Re: Not receiving two factor authentication codes

MI5 — Sat, 06 Sep 2025 08:51:11 GMT

@Jen_ld

Not uncommon unfortunately.

Message them on Social Media. Facebook (https://o2uk.co/O2CFB) or Instagram (https://o2uk.co/O2CIG) as they seem to be better at sorting issues.

Re: Not receiving two factor authentication codes

Anonymous — Sat, 06 Sep 2025 18:54:05 GMT

@MI5 I contacted CS on Instagram back in July, worse than useless doesn't even begin to describe them IMO, purely because for various reasons I no longer use Faceache or X.

Re: Not receiving two factor authentication codes

Oxonian — Sat, 06 Sep 2025 19:09:15 GMT

@Jen_ld

Re: Not receiving two factor authentication codes

MI5 — Sat, 06 Sep 2025 19:41:30 GMT

It's missing porting files.

O2 need to liaise with the porting team and the old network to resolve.

Re: Not receiving two factor authentication codes

Jen_ld — Sat, 06 Sep 2025 21:21:21 GMT

@MI5 Do you know if I would have the same problem if I ported my number to another network?

Re: Not receiving two factor authentication codes

MI5 — Sat, 06 Sep 2025 21:54:50 GMT

Hard to say either way @Jen_ld

Give the social media teams a chance to sort it for you before risking it.

Re: Not receiving two factor authentication codes

Jen_ld — Sat, 06 Sep 2025 22:20:56 GMT

@MI5 Thanks, I’m not very hopeful, but I will give it a day or so more. Just want anyone to even acknowledge it! Vodaphone’s 4.6 star CS rating on Trustpilot is looking a lot more promising than O2’s 1.2 star at this point 🤣

Re: Not receiving two factor authentication codes

MI5 — Sat, 06 Sep 2025 22:34:41 GMT

Sounds accurate @Jen_ld

Re: Not receiving two factor authentication codes

CariadCymru — Sat, 06 Sep 2025 22:43:23 GMT

If you port the number back to the network it was originally assigned to, @Jen_ld, your split port issues will be resolved. However, if you port it out to any other network, your issues will persist.

Re: Not receiving two factor authentication codes

MI5 — Sat, 06 Sep 2025 22:50:03 GMT

It's not a split port.

Re: Not receiving two factor authentication codes

Jen_ld — Sun, 07 Sep 2025 09:11:53 GMT

@CariadCymru ah I see. I can’t go back to EE as I have no service where I work with them. I might try Vodaphone though, as their CS is better so I’d have better chance of someone fixing it and getting it resolved atleast.

Re: Not receiving two factor authentication codes

CariadCymru — Sun, 07 Sep 2025 11:38:40 GMT

You claimed it was @MI5?

https://community.o2.co.uk/t5/Pay-Monthly/Not-receiving-two-factor-authentication-codes/m-p/1809158/highlight/true#M290926

Re: Not receiving two factor authentication codes

MI5 — Sun, 07 Sep 2025 11:54:45 GMT

I did not say a split port at all @CariadCymru

I said missing porting files. Completely different.

Re: Not receiving two factor authentication codes

CariadCymru — Sun, 07 Sep 2025 12:24:21 GMT

It’s pretty much the same situation! The solution is the same. The GCP (Gaining Communications Provider) needs to submit a request to the LCP, requesting the incomplete or missing files.

Re: Not receiving two factor authentication codes

MI5 — Sun, 07 Sep 2025 12:48:13 GMT

👍

Re: Not receiving two factor authentication codes

Jen_ld — Sun, 07 Sep 2025 12:59:23 GMT

@MI5 @CariadCymru spoke to them over social media (Instagram) and someone from technical rang me. I used your messages on this thread to help me explain what the problem may be- and it’s been fixed. Thanks guys!

Re: Not receiving two factor authentication codes

MI5 — Sun, 07 Sep 2025 13:11:52 GMT

Good to hear @Jen_ld 👍

Re: Not receiving two factor authentication codes

Anonymous — Sun, 07 Sep 2025 17:17:49 GMT

Vodafone were my first contract way back in 2003, they were pretty good except I discovered they were ripping me off on data charges.

My next contract might be with EE, I was with them about 16 years ago, only reason I left was because they didn't have the phone I wanted at upgrade time so I left in favour of O2 (bad idea yeah)