topic Re: Not receiving incoming text messages in Tech Support

Not receiving incoming text messages

JuhiPatni — Tue, 02 Jan 2024 18:02:03 GMT

Hi,

I am facing the issue of not receiving any incoming text messages - outgoing text messages are working fine. Everything was working fine up until 18th December 2023, and then incoming messages stopped out of the blue. I have contacted customer service and raised a ticket for the same. I also went to O2 store where the agent tried to fix this by swapping over to a new SIM card, but it didn't work. I was told that this has been raised with the technical team and they will get back.

I got a call today from O2, stating multiple people are facing this issue, and I am not the only one, and the team is working on priority to fix the issue. However, I could see posts going back to 2022 for the similar issue.

Could someone let me know how to get this resolved please. I am facing lots of issues due to this, as I am not able to make any payments or work with any MFA application.

Re: Not receiving incoming text messages

MI5 — Tue, 02 Jan 2024 18:16:02 GMT

@JuhiPatni

Check guide

Re: Not receiving incoming text messages

madasaf1sh — Tue, 02 Jan 2024 18:16:28 GMT

@JuhiPatni

All we can do on this customer to customer forum is tell you to persist with o2..

Did you port your number in to o2 by any chance, as it could be that the network that owns your number have removed some config.

Also have a look at these guides

Re: Not receiving incoming text messages

JuhiPatni — Wed, 03 Jan 2024 10:55:34 GMT

Thanks @MI5 for your reply. Have tried all the basic steps previously having gone through the posts. O2 have agreed it is an issue from their side, but not able to give or commit to any ETA.

Re: Not receiving incoming text messages

JuhiPatni — Wed, 03 Jan 2024 10:58:11 GMT

Thanks @madasaf1sh for your reply. My number was originally Lycamobile number which has been ported multiple times with different providers - Three, Virgin etc. It got moved to O2 when Virgin merged with O2, and has been working fine for many months with O2 prior to 18-Dec-24.

Re: Not receiving incoming text messages

Ewa2410 — Wed, 03 Jan 2024 17:49:20 GMT

Hi , im facing same issue from the same time like you. Just now got a ref number for this case but they couldn’t tell me how long it will take them to fix it .
is it problem resolve for u ?

Re: Not receiving incoming text messages

Oxonian — Wed, 03 Jan 2024 19:18:10 GMT

@Ewa2410

if you are asking @JuhiPatni, you need to tag the original poster thus ! 👍

Re: Not receiving incoming text messages

Ewa2410 — Thu, 04 Jan 2024 00:45:25 GMT

@JuhiPatni

I am facing same issue , exactly same time with not receiving text messages. I’ve been told is issue on them side and as soon as they will try to fix up. I was Virgin Media also before and transferred to o2 when they switch together with Virgin..

Re: Not receiving incoming text messages

Anto-Muscas — Thu, 04 Jan 2024 13:02:33 GMT

I got exactly the same issue. I have three numbers on my account and from about 20th of december I can't receive any SMS. My number come from Lycamobile and been ported to Three first, and Virgin Media after.

I've been moved to O2 when the joined the accounts. I've already change all the SIMs whit no changes.

I'm thinking to move to another company.

Re: Not receiving incoming text messages

Ewa2410 — Thu, 04 Jan 2024 13:40:31 GMT

@Anto-Muscas

Did you try to contact o2? Have you got any reference number about that case ?

Re: Not receiving incoming text messages

Anto-Muscas — Thu, 04 Jan 2024 14:31:56 GMT

@Ewa2410

Yes, I've contact O2 in every way I could: Thru Messenger, the app MyO2, the website and the phone.

I got 2 times a reference number but I can't find them anymore, it's not on the emails received.

EDIT: I just received another reference number, It's 27419410

Re: Not receiving incoming text messages

Ewa2410 — Fri, 05 Jan 2024 20:28:00 GMT

@Anto-Muscas

I did . Got 2 ref number and still nothing . Today new SIM card arrived, I will see if will work .
Other person tried, and they said wait till 8.01 .

Re: Not receiving incoming text messages

gozgoz — Sun, 07 Jan 2024 12:24:14 GMT

@Anto-Muscas

i am

having the exact same problem. I merged from Virgin everything was working fine and then around 20 December this happened. Has swapping the sim helped please ?

Re: Not receiving incoming text messages

Oxonian — Sun, 07 Jan 2024 12:39:04 GMT

@gozgoz

Whilst you are waiting for @Anto-Muscas to reply, you might wish to review :-

Re: Not receiving incoming text messages

Anto-Muscas — Sun, 07 Jan 2024 16:32:48 GMT

@gozgoz

Unfortunately not at all.

I asked for the PAC codes for all of my numbers.

I don’t know if is a coincidence but I received a text on 15/12/2024 saying about works to improve the lines due on 20/12/2023.

I wonder if these work caused the issues.

Re: Not receiving incoming text messages

Ewa2410 — Mon, 08 Jan 2024 07:56:00 GMT

@Anto-Muscas

replacwment SIM is not working, I fight with o2 since 2.01.24. Have exactly same issue .

Re: Not receiving incoming text messages

Iz008 — Mon, 08 Jan 2024 17:17:25 GMT

I’m having the exact same issue. I moved from Virgin to O2 and everything was fine until 16th of December. I have called O2 so many times now, I’ve also gone in store a few times. And I’ve even contacted them on social media. They are useless. They will spend majority of the time trying to shift blame onto your device and tell you to reset this and reset that, when that doesn’t work they admit that it is an ongoing problem and it’s their fault. Every single time I called I was told to keep restarting my phone and wait 24 hours. So, I was told to wait 24 hours every 24 hours until a whole week passed. Now, I’m being told to wait 10 days since they have filled a form for technical support. On Friday I was told to wait 10 days, since I know they are liars I called again the next day. The agent said a form hasn’t been submitted and told me to wait 10 days. This has happened every single day for nearly a week.

Im trying to leave O2 now, and they keep trying to text me the PAC code. Whilst knowing I can’t get text messages…

Re: Not receiving incoming text messages

Oxonian — Tue, 09 Jan 2024 20:05:31 GMT

@Iz008

There have been occasional examples on this forum of users reporting PAC codes being received by means other than text. If you call Customer services on 202 and are particularly assertive, you might get your PAC orally. An alternative would be to engage with O2 via social media :-

If you decide to go down the route of calling 202, just after 8.00am is recommended as it is less busy.

Please keep us informed of developments.

Re: Not receiving incoming text messages

Ewa2410 — Wed, 10 Jan 2024 07:34:23 GMT

@JuhiPatni @Oxonian @Iz008 @Anto-Muscas @gozgoz

My phone start receiving txt messages like they’ve said to wait until 10.01 .
I have restart my phone and all messages come through .

issue fixed finally after nearly a month

Re: Not receiving incoming text messages

Cleoriff — Wed, 10 Jan 2024 07:49:11 GMT

@Ewa2410

Pleased to hear yours is sorted ......at long last!!