topic Re: No OTP codes in Tech Support

No OTP codes

GeoffUK — Sun, 19 May 2024 10:14:32 GMT

Hi,

Hoping someone here can at least advise on the best course of action.

I left EE and my number was ported across to O2 48 hours ago. Since then, calls and messages have worked fine, but I have been unable to receive any OTP codes via text, which is preventing me from logging into things like online banking. As I am currently going through a switch, I need access and had anticipated that this would not be a problem.

Customer service has been less than helpful, they keep telling me to turn the phone off and on! It’s now been “escalated” but with no timeframe and I don’t get the sense that they understand the issue.

Is there anything I can do at this point - I really do need to be able to log into these things. I did look on another post on here, which suggested porting issues but this has been resolutely denied by the people I’ve spoken to.

Appreciate any help or guidance!

Re: No OTP codes

MI5 — Sun, 19 May 2024 10:23:08 GMT

@GeoffUK

When a number is ported there are a number of different files that need to be moved and various switches need changing on both the old and new networks.

Occasionally the files for OTP's are missed or take a while longer to activate on the new network.

Push customer service to get that all your port files were done.

Re: No OTP codes

GeoffUK — Sun, 19 May 2024 10:33:02 GMT

Thanks, that’s as I thought - but I’m not having a lot of luck - twice they’ve said the port is fine but I am not convinced that they have actually looked other than to say, yes the number works.

I guess it’s a waiting game at the moment, but (on the assumption that the promise is kept!) I’ll see what they say today/tomorrow.

Re: No OTP codes

MI5 — Sun, 19 May 2024 10:36:10 GMT

@GeoffUK

Keep pushing them and nudging on social media 👍

Re: No OTP codes

japitts — Sun, 19 May 2024 11:35:35 GMT

OTP's use the exact same routing data as any other text messages or voice calls, but automated/bulk messages may use different core network routes than person-to-person texts.