topic Re: Not receiving some texts (verification codes, some texts from companies etc.) in Tech Support

Not receiving some texts (verification codes, some texts from companies etc.)

cantharella — Wed, 19 May 2021 09:15:59 GMT

Suddenly out of the blue I started having problems with receiving some text. Mostly it affects verification codes sent as a part of 2 step authentication - most of the time I don't get them all, sometimes they come a few hours later. I also had a few other texts that I was meant to receive but didn't, or they came late (things like booking confirmations or delivery update from the Royal Mail).

This is really annoying me, and it means I might get locked out of my online banking, work email, and many other important things that use 2 step authentication.

I'll add that I've been with the O2 for more than 10 years on Pay Monthly, use an iPhone XR (had it for almost 2 years). My software is up to date (updated recently) but the problem started before the last update. I tried things like restarting the phone, resetting network settings etc. - it didn't help. I checked network coverage in my area, all okay.

Re: Not receiving some texts (verification codes, some texts from companies etc.)

Cleoriff — Wed, 19 May 2021 09:22:49 GMT

@cantharella

Check and see if you have a Spend cap applied.

Also short codes can be premium rate services so you might have a block on your account which will need checking by customer services.

All numbers in this guide

Edited to add this guide

Re: Not receiving some texts (verification codes, some texts from companies etc.)

cantharella — Wed, 19 May 2021 10:22:55 GMT

Thank you for your reply. I do not have a Spend cap, never had it, I checked. I still receive some texts from short codes, just not all of them. I don't have any blocking on my account.

Re: Not receiving some texts (verification codes, some texts from companies etc.)

MI5 — Wed, 19 May 2021 10:30:28 GMT

@cantharella

We recently had another customer with this issue which turned out to be a faulty phone.

Can you try your sim in another phone to see if you can receive them then?

Re: Not receiving some texts (verification codes, some texts from companies etc.)

cantharella — Wed, 19 May 2021 11:22:45 GMT

I tried putting my SIM card in a different phone, still the same issue, couldn't receive verification texts (tried 3 different websites, so definitely not their fault).

Re: Not receiving some texts (verification codes, some texts from companies etc.)

MI5 — Wed, 19 May 2021 11:25:37 GMT

So must be an account or sim issue then @cantharella

Pop into your local O2 shop and get a new sim to rule that in or out next.

Re: Not receiving some texts (verification codes, some texts from companies etc.)

cantharella — Tue, 08 Jun 2021 18:54:45 GMT

I have replaced my sim card and even upgraded my phone (had iPhone XR, now iPhone 12). The problem still persists, I still don't receive texts with verification codes and possibly some other texts (from Royal Mail, DPD, other companies etc). I'm very frustrated

Re: Not receiving some texts (verification codes, some texts from companies etc.)

MI5 — Tue, 08 Jun 2021 19:22:19 GMT

So that just leaves an account issue which customer service need to check for you @cantharella

Re: Not receiving some texts (verification codes, some texts from companies etc.)

cantharella — Fri, 23 Jul 2021 09:27:24 GMT

My problem still persists and haven't found any solution, despite getting a new SIM card and a new phone, and spending along time on the phone to Customer Service.

Still don't get most short-code texts, which causes me a lot of problems because so many things rely on 2 steps verification now - I got locked out of my work email (luckily my IT team sorted it), couldn't fill out online forms before a dentist appointment, couldn't access files sent by a client etc. So annoying!!!

I found Customer Service rather unhelpful - when I call 202 I have to tell the same story again & again - do they not have any notes of the issue on my account? Every time the person I speak to asks me bright questions like 'do you have a spending cap' when they should be able to see I don't! Or they make suggestions I speak to Apple. Then they 'fill out the form' to pass it on to the Technical Team. Last time I called on the 13/07 I was told the Technical Team would call me in 5 working days. It's been 8 working days, they haven't called me, so I called 202 again, was told all they could do is to fill out the form again and the Technical Team would call me in 3 working days! Fuming 😞

Re: Not receiving some texts (verification codes, some texts from companies etc.)

gmarkj — Fri, 23 Jul 2021 13:35:10 GMT

Can you lean in to support @O2Georgina @O2nath_ci or @Anonymous?

Re: Not receiving some texts (verification codes, some texts from companies etc.)

Anonymous — Fri, 23 Jul 2021 13:55:05 GMT

@gmarkj Thanks for the Tag @cantharella will private message regarding the issues

Many thanks

O2Simon

Re: Not receiving some texts (verification codes, some texts from companies etc.)

AnUrbanPenguin — Fri, 23 Jul 2021 20:52:08 GMT

Hi,

I am also having the exact same problem with verification texts not coming through. Everything else is working perfectly fine, just not getting verification texts and its getting really annoying.

It was working fine until around a month ago now they dont come through. Any help please?

Re: Not receiving some texts (verification codes, some texts from companies etc.)

cantharella — Mon, 02 Aug 2021 13:58:41 GMT

I have finally been contacted by O2 Technical Team. They say they can't see those messages because they haven't been received by their network at all, so they can't help me. They can only investigate messages if they were received & failed on their network. So, basically, for them, it's not their problem. I asked why their network was unable to receive those messages if they were sent by the sender, but they couldn't explain. Then they tried to suggest that the problem was with the handset - but couldn't explain why I'm having the problem on a second phone now. They offered no advice on what to do next, it felt they were just telling me to go away and stop bothering them.

I'm extremely disappointed. I've been an O2 customer for more than 10 years. I have just renewed my contract, partly because one of the suggestions from Customer Service was that this problem was caused by a fault with my old phone. I wasted time calling them for weeks, only to be told they can't do anything for me. Now I have a choice to either live with the problem for another 22 months, or pay almost £700 to move to a different network.

I asked to put a formal complaint through, but really, all I want is for my phone to work as it used to.

Re: Not receiving some texts (verification codes, some texts from companies etc.)

BillyBilly — Tue, 14 Dec 2021 08:22:39 GMT

I have the same issue. Spent a week changing and checking everything (no need, it was all ok;). It O2 giving a third rate service to pay as you go customers.

Re: Not receiving some texts (verification codes, some texts from companies etc.)

WhyOtwo — Sat, 12 Mar 2022 11:05:16 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 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

Re: Not receiving some texts (verification codes, some texts from companies etc.)

Carmelo — Sat, 19 Mar 2022 19:03:44 GMT

I HAVE THE SAME PROBLEM I WANTED TO KNOW IF YOU HAVE SOLVED IT PLEASE. THANKS t

Re: Not receiving some texts (verification codes, some texts from companies etc.)

WhyOtwo — Sat, 19 Mar 2022 21:38:56 GMT

Not quite. O2 did eventually call back and assured me it could be fixed. I was told that they would provide an update every five days… that was 7 days ago and I’ve heard nothing. However, short code messages from vendors that were not working are now working, so something has changed, but there are others that still don’t come through.

Re: Not receiving some texts (verification codes, some texts from companies etc.)

Glover — Tue, 05 Apr 2022 10:39:04 GMT

Me Too!

Re: Not receiving some texts (verification codes, some texts from companies etc.)

MaxCG — Thu, 27 Oct 2022 11:18:26 GMT

Just switched to O2 and same issue. It's a deal breaker as work in IT and many 2FA only allow text.

No issue before ported and normal texts coming through fine.

I'm in my returns period so has O2 made any progress with this?

Re: Not receiving some texts (verification codes, some texts from companies etc.)

Enlli — Thu, 27 Oct 2022 11:22:34 GMT

Sounds like the files for 2FA have not ported across. I'll tag an advisor

@O2Lisa can you help