topic Re: OTP's not being received in Tech Support

OTP's not being received

Dg9 — Thu, 11 Aug 2022 06:42:16 GMT

Hi,

I ported my number to o2 Tuesday ( 2 days). I am having problems receiving OTP's but only from some providers. Have tried restarting phone, using an alternative phone, all to no avail. I did a chat where I was told to restart my phone, when i said I had was just told to wait 24hrs. Can anyone lend any assistance as I am unconvinced with just waiting in hope as a solution ? With only 7 days of the cooling off period remaining I am considering cancellation as the best option.

Re: OTP's not being received

pgn — Thu, 11 Aug 2022 07:35:36 GMT

@Dg9 - this failure mode has not been seen for a few weeks, there was a spate of them a while back.

These were asked to be flagged by the Forum managers, so @Martin-O2 and @RafaC and @Breanna - can you please follow up on the OTP message failure remediation and get back to @Dg9? Thanks.

Re: OTP's not being received

Cleoriff — Thu, 11 Aug 2022 07:37:56 GMT

@Dg9

Some tips here Guide: Text Message Tips (not sent or received)

If you message O2 on Facebook (https://o2uk.co/O2CFB) , Twitter (https://o2uk.co/O2CTW) or Instagram (https://o2uk.co/O2CIG) , they should be able to help you with this

Re: OTP's not being received

pgn — Thu, 11 Aug 2022 11:06:35 GMT

Hi @Dg9 - if you can, reach out to O2 Social Media Team, links for FB or Twitter just below - seems they have the magic runes to get your OTP SMS messages flowing again 🤞

Otherwise get ready to pull the 14-day pin 😬

As here: https://community.o2.co.uk/t5/Tech-Support/3D-card-verification-not-receiving-verification-texts/m-p/1555070/highlight/true#M22135

Re: OTP's not being received

Dg9 — Thu, 11 Aug 2022 11:48:55 GMT

Hi @pgn ,

Many Thanks for your replies.

Only joined O2 Community this morning.

Just enrolled on twitter, firstly tweeted my problem @o2 (now deleted), then sent a message to o2@o2 , am I correct in this ?

Kind Regards,

Re: OTP's not being received

Breanna — Thu, 11 Aug 2022 12:05:57 GMT

Hey @pgn thanks for the tag.

No ongoing issues with this at the moment so reaching out to support on Social media is the good choice here @Dg9.

Re: OTP's not being received

pgn — Thu, 11 Aug 2022 13:02:01 GMT

https://twitter.com/o2 is what I use - if you follow them in Twitter, you should then be able to send your query as a Direct Message, the envelope, rather than a public tweet, @Dg9

Might need a public "Hi" first to get their attention, though

Re: OTP's not being received

Dg9 — Mon, 15 Aug 2022 10:58:47 GMT

Hi,

Alas Not Solved.

Been in conversation with the Social Media (Twitter) Team since last Thursday. Slow going with no progress to date. In desperation I resorted to another web chat on Saturday lasting an hour. The Tech team is supposed to be calling in the next 3 working days, I am neither confident nor optimistic about this. Is it just caused by a setting on my account ? Is there any further assistance possible from here e.g. @O2Lisa .

Re: OTP's not being received

Breanna — Mon, 15 Aug 2022 11:02:43 GMT

Hey @Dg9! Thanks for the update. @O2Lisa is on today so maybe she can come in with assist here.

Re: OTP's not being received

O2Lisa — Mon, 15 Aug 2022 11:10:59 GMT

Hey, thanks for the tag @Breanna 😊

@Dg9 I'm so sorry to hear this, I'll message you privately and look in to this for you.

Re: OTP's not being received

HLP22 — Fri, 19 Aug 2022 06:47:33 GMT

Hi Dg9, was this issue ever resolved for you? As I’m having the same problem and getting nowhere.

Re: OTP's not being received

Cleoriff — Fri, 19 Aug 2022 08:07:47 GMT

@HLP22

I'll tag in @O2Sarah- to see if she can help. @O2Sarah- is one of our account advisors and will ask you some questions related to your account Look for the Private message in the envelope icon, top right hand sight of the page.

Re: OTP's not being received

O2Sarah- — Fri, 19 Aug 2022 09:17:25 GMT

Morning @Cleoriff 🙂

Thanks for the tag

@HLP22 I will private message you so we can look into this.

Re: OTP's not being received

Cleoriff — Fri, 19 Aug 2022 10:17:42 GMT

Thanks @O2Sarah- x