topic Re: Remote devices - two factor authentication has broken ability to log in in Tech Support

Remote devices - two factor authentication has broken ability to log in

Mike38 — Sun, 01 Jun 2025 16:04:24 GMT

I have a remote device, monitoring some remote equipment, but I can't sign into O2 because O2's new two factor authentication INSISTS on sending it an SMS, which of course I can not read because the device is not a phone but a remote device. I have tried explaining this in the most simple terms to billing support but I don't think they get it, possibly because they have been told not to get it. After all IOT devices don't generate much revenue.

Has anyone found a solution to this? It seem the only way to log in is to go to the remote location, take out the SIM and put it in a phone, get the SMS. That's not viable. Not even remotely viable. Why can't a different method of verification be used? E.g, an SMS to another phone number?

Re: Remote devices - two factor authentication has broken ability to log in

jonsie — Sun, 01 Jun 2025 16:17:19 GMT

Easy to say but you could have set that up yourself before putting the sim in the device

There is an option in My O2 to add an additional number for 2FA

Try reaching out to social media to see if the code can be sent to you via email

Links below

Re: Remote devices - two factor authentication has broken ability to log in

pgn — Sun, 01 Jun 2025 16:52:38 GMT

That Additional Number for 2FA appears to have changed lately, @jonsie - see here:

https://community.o2.co.uk/t5/Tech-Support/New-Sim/m-p/1796138/highlight/true#M56928

Re: Remote devices - two factor authentication has broken ability to log in

jonsie — Sun, 01 Jun 2025 16:59:12 GMT

I still have an EE number as a viable option though?

Re: Remote devices - two factor authentication has broken ability to log in

pgn — Sun, 01 Jun 2025 19:19:21 GMT

@jonsie wrote:
I still have an EE number as a viable option though?

Possibly if set up a while ago, and tested - all I know is as described here: https://community.o2.co.uk/t5/Tech-Support/New-Sim/m-p/1796133/highlight/true#M56927

I can only enter a UK mobile number (an O2 PAYG one) in the "International" box, and it never appears as an option to use when battling that 2FA challenge...

It's phenomenally poorly thought-out, I feel!

Re: Remote devices - two factor authentication has broken ability to log in

MI5 — Sun, 01 Jun 2025 19:30:10 GMT

You need to change your normal contact number to a different one then the system will give you the option of both numbers without having to add the normal number.

Re: Remote devices - two factor authentication has broken ability to log in

pgn — Sun, 01 Jun 2025 19:37:14 GMT

Thanks.

In typical O2 fashion, hardly intuitive and a bit of a kluge...

So the section called "other phones" is really only another avenue for O2 to contact the contract owner, not that O2 ever honour the promise of a callback from what I read 🤨

Re: Remote devices - two factor authentication has broken ability to log in

MI5 — Sun, 01 Jun 2025 20:23:45 GMT

Indeed, seems so.....