topic Re: OTP/OTAC messages not being received in Tech Support

OTP/OTAC messages not being received

AS2023 — Wed, 19 Apr 2023 08:27:33 GMT

Hi all,

I recently ported my number to O2. It’s been over 24 hours since the port & everything looks ok on my device. Although annoyingly I was told I’d get a text before the move and I didn’t get anything. My old phone with my previously provider just stopped working and the number appeared on my new O2 sim.

ive reset my network settings. Checked my device settings to make sure the numbers updated. I’ve restarted my device more than once. Leaving 15 minute periods.

ive tried to resolve the issue by reading some of the articles on the community site. I’ve tried to call and use live chat.

The last live chat message I got told my it’s a mast problem although I have nearly full strength signal and I’m receiving emails, calls and other notifications on my device.

Does anyone have any other suggestions that can help fix my issue?

im not receiving OTPs from a few of my banks and HMRC.

I never had this issue with EE 😂

Re: OTP/OTAC messages not being received

MI5 — Wed, 19 Apr 2023 08:53:18 GMT

@AS2023

They have missed the porting files for OTP's

We’re just customers like you but it sounds like you’ll need someone to access your account which can’t be done from here. 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
Thanks

Re: OTP/OTAC messages not being received

AS2023 — Wed, 19 Apr 2023 09:04:36 GMT

Thanks for the reply. I’ve tried live chat again and seem to be getting somewhere… hopefully they will be able to fix it this time!

Re: OTP/OTAC messages not being received

Breanna — Thu, 20 Apr 2023 09:47:56 GMT

Were they able to get this sorted for you @AS2023?

Re: OTP/OTAC messages not being received

AS2023 — Thu, 20 Apr 2023 10:47:01 GMT

Hi @Breanna, unfortunately not. I ended up speaking with a floor supervisor or manager on your live chat yesterday. They said they’d reset some settings on their end but I’m still having the same issue today. I’ve made sure the number is correct in my settings. Reset the network settings on the device. Turned off the device for 15 minutes and restarted it. I’m not sure what else I can do 😂

Re: OTP/OTAC messages not being received

Breanna — Thu, 20 Apr 2023 10:50:54 GMT

Contacting on social media is often more effective than using the live chat. Have you reached out on Facebook, Instagram, or Twitter?

Re: OTP/OTAC messages not being received

MI5 — Thu, 20 Apr 2023 10:56:12 GMT

@AS2023

Resetting isn't going to help at all.

O2 need to obtain another set of porting files to complete the process for you.

Re: OTP/OTAC messages not being received

AS2023 — Thu, 20 Apr 2023 12:40:01 GMT

I’ve tried. I was told to wait a week. Doesn’t really help me 😂