topic Re: Unable to receive OTP’s in Tech Support

Unable to receive OTP’s

DavidAllan — Wed, 23 Mar 2022 21:31:22 GMT

I’ve been having a nightmare really. Tried calling O2 about this and got nowhere. I’m having an issue with my service where I can receive all other text messages fine but not any OTP’s and SMS where it shows a name instead of a number (I.e LLOYDSBANK or AMAZON instead of a short number 0020200)

I’ve tried network resets, factory resets. Customer services have added and lifted bars to see if that does it. Nothings worked. I tried putting my sim into an old android phone. It received some of the OTP’s I’ve requested over the past few days but stopped there and wouldn’t receive any new ones.

I’ve tried everything and the fact that both my IPhone and my old android phone are having issues with OTPs tell me it’s an issue on O2s side.

Re: Unable to receive OTP’s

MI5 — Wed, 23 Mar 2022 21:57:25 GMT

There have been many such issues reported and it is seemingly on the increase.

We believe our community team have raised this with O2.

Any updates @Martin-O2 @RafaC @lewys-gp ?

Re: Unable to receive OTP’s

DavidAllan — Wed, 23 Mar 2022 22:12:57 GMT

I hope so. I’ve just joined o2 so if it can’t be fixed soon. I’ll probably end up leaving whilst I’m in cooling off

Re: Unable to receive OTP’s

Martin-O2 — Thu, 24 Mar 2022 11:24:53 GMT

@MI5, @DavidAllan I've confirmed there is a known issue with the one time pass codes. A fix is in the works so I'll update you as soon as I have more news.

Re: Unable to receive OTP’s

DavidAllan — Sun, 27 Mar 2022 08:13:33 GMT

Would it help to know at all that it doesn’t just affect OTP’S for me? It also affects sending an SMS to my number from my number.

Re: Unable to receive OTP’s

pgn — Sun, 27 Mar 2022 09:17:40 GMT

Haven't tried the old SMS to myself trick in a while. Here's a trick in this one, for info:

(For a delivery notice, on O2, prefix msg with *0# - that's a number zero in there!).

Re: Unable to receive OTP’s

DavidAllan — Sun, 27 Mar 2022 11:58:41 GMT

No delivery text either, tried it when texting someone else and it worked fine. But texting myself isn’t working properly either. I wonder if it’s a symptom of the same issue.

Re: Unable to receive OTP’s

DavidAllan — Fri, 01 Apr 2022 09:25:16 GMT

@Martin-O2 Is there any update on this issue?

Re: Unable to receive OTP’s

ffiscool — Sun, 24 Apr 2022 21:13:27 GMT

all mine have stopped since Thursday. The only one that comes through, is Paypal. I have spoken to my bank a few times and they are at a loss.. most times I can get round it, but one or two places, I need the OTP. I appreciate you have chased it.. it is just so frustrating

Re: Unable to receive OTP’s

NR66 — Wed, 06 Dec 2023 13:44:23 GMT

I had the same problem after moving from Vodafone to O2 albeit on a new iPhone15. Not sure if this would work for all but I turned off wifi on my phone, then initiated an OTP from one of the sites that requires them. That worked. I then turned wifi back on and initiated several other OTP requests, all of which also worked. Since then it has been working fine.

Re: Unable to receive OTP’s

Oxonian — Wed, 06 Dec 2023 20:36:47 GMT

@NR66

You have posted onto the end of a thread that was last active eighteen months ago, hence the absence of a response.

I am tagging @DavidAllan and @ffiscool in case they are still active on this forum.

Re: Unable to receive OTP’s

DavidAllan — Wed, 06 Dec 2023 22:28:39 GMT

In my case, I was a new O2 customer, not porting in a number. O2 ended up having to escalate it to their network team, who deactivated my number on the network and set everything up from scratch. It looked like when their system provisioned my account, something went wrong which caused my issues.

Re: Unable to receive OTP’s

Oxonian — Thu, 07 Dec 2023 19:06:23 GMT

@DavidAllan

Thanks for the input ; it sounds like your issue was something of a one-off.