topic Re: Not receiving OTP text messages in Tech Support

Not receiving OTP text messages

NP89 — Sat, 13 Nov 2021 23:15:05 GMT

I recently joined o2 from Sky. I was also porting my number over. The number port went through however I wasn’t receiving one time passcode text messages from my bank, credit card etc. I could send and receive messages from people but just not the text messages containing my one time passcode.
I have gone through all the trouble shooting; reset network settings, removed all blocked contacts, wiped the phone completely and restored it, countless restarting the phone, aeroplane mode etc

Still not receiving these texts and now I’m really struggling. I cannot access my bank, credit card apps, work related things that require a OTP

I have spoken to over 10 o2 employees and no one bar the last advisor were able to help at all.
I am so fed up of this issue now, I wish I never switched. I am within cooling off so really looking to cancel.
The last advisor has raised this to the number port team.
Where do I go from here?

Re: Not receiving OTP text messages

Bambino — Sat, 13 Nov 2021 23:43:23 GMT

@NP89 See if anything in this guide helps: Text Message Tips (not sent or received) - O2 Community

You can also reach O2 customer service via social media:

Facebook (https://o2uk.co/O2CFB) , Twitter (https://o2uk.co/O2CTW) or Instagram (https://o2uk.co/O2CIG)

Or 202 from your mobile, 0800 032 1402 from any phone or numbers here:
When it comes to the reason you are calling, stay silent for 15 seconds and you will be taken to the keypad options.
Press 2 for Everything Else
Press 5 for More Options
Press 7 for Anything Else which will put you though to someone.
Say 'Upgrade', 'Lost/Stolen', or 'Fraud' if the suggestion above doesn't get you through.
Best time to call is 8 am.

Re: Not receiving OTP text messages

NP89 — Sat, 13 Nov 2021 23:49:47 GMT

Thanks for your reply. I have been through these things but doesn’t resolve the issue.
I have also done a sim swap which hasn’t worked.
Just to confirm I have checked the number in settings is the correct/ported number - it’s an iPhone so no advanced message settings

Reason for me reaching out on here is I am getting no where with o2 over the phone

Re: Not receiving OTP text messages

MI5 — Sun, 14 Nov 2021 00:11:18 GMT

@NP89

Get out whilst you can.

So many issues with O2 and OTP's all unresolved.

Re: Not receiving OTP text messages

Zahid1978 — Wed, 12 Jan 2022 15:09:42 GMT

Hi I have had the same issue. O2 and Samsung no help at all for 10 days. Solved it by going into my Samsung account which has verication settings. I deleted my old device turned off wifi and used data. I started to receive the MSG's. U may need to mess with the odd setting in there.

Re: Not receiving OTP text messages

WhyOtwo — Sat, 12 Mar 2022 11:14:54 GMT

Did anyone ever get this fixed? I have the same issue. Can make and receive both calls and texts, but do not get authorisation codes for payments or logins. Very frustrating.

Only switched to O2 a few weeks ago (also from Sky) and it's been a painful journey... beginning to regret the decision.

I have a brand new iPhone 12, personal (O2) number on esim, work number on physical sim. Customer service couldn't help me and I am now waiting on a tech call from the sms team