topic Re: One time passcodes in Tech Support

One time passcodes

Veee — Sun, 07 Feb 2021 11:38:20 GMT

Hi there

For some reason I can no longer get OTPs. They used to work fine, then last Saturday (30.01.21) they stopped coming through and I cannot work out why. I've checked my blocked numbers and I'm sure they are ok, and I've reset the network settings. Nothing is working. It means I can't access parts of my banking and can't pay for things through my credit card as they always send an OTP. Please help!

Re: One time passcodes

Cleoriff — Sun, 07 Feb 2021 12:25:11 GMT

@Veee

You are the third person this week with the same issue.

There may be a premium bar on your account, in which case O2 would need to remove it.

However, due to the number of people with this same issue, I will ask our account advisors to check this out for you.

They won't be on until tomorrow at 8am @O2Lisa or @O2Georgina could you look at this please?

Also if there is a general solution, could you let us know what it is?

Re: One time passcodes

Veee — Sun, 07 Feb 2021 12:33:11 GMT

Thanks, it would be such a relief to get it sorted, I feel like I'm going round in circles!

Re: One time passcodes

Cleoriff — Sun, 07 Feb 2021 12:39:24 GMT

@Veee

Come back to the thread tomorrow morning and @O2Lisa or @O2Georgina will contact you via private message to ask for some account info from you.

Re: One time passcodes

Veee — Sun, 07 Feb 2021 12:40:40 GMT

Ok, thanks Cleoriff

Re: One time passcodes

Benjigirl — Sun, 07 Feb 2021 16:01:45 GMT

I have been having the same problem for 2 days! Very frustrating when I cannot complete my grocery order! I have checked the network staus in my area and my local mast is being repaired. Strange because I can call and text but not receive any OTPs from Santander or M&S. Santander have confirmed that they have sent me OTPs.

Re: One time passcodes

Cleoriff — Sun, 07 Feb 2021 17:59:50 GMT

@Benjigirl wrote:
I have been having the same problem for 2 days! Very frustrating when I cannot complete my grocery order! I have checked the network staus in my area and my local mast is being repaired. Strange because I can call and text but not receive any OTPs from Santander or M&S. Santander have confirmed that they have sent me OTPs.

@O2Lisa @O2Georgina are you able to help @Benjigirl as well please?

Re: One time passcodes

O2Georgina — Mon, 08 Feb 2021 08:06:12 GMT

Morning @Cleoriff Thanks for the tag.

@Veee I will send you a private message now

Re: One time passcodes

O2Georgina — Mon, 08 Feb 2021 08:17:07 GMT

Thanks again for the tag @Cleoriff

@Benjigirl I will send you a private message now so we can look in to this for you

Re: One time passcodes

Cleoriff — Mon, 08 Feb 2021 08:22:08 GMT

Busy, busy, busy this morning @O2Georgina

Sorry, but things always seem to happen at the weekend.

Re: One time passcodes

O2Georgina — Mon, 08 Feb 2021 08:23:33 GMT

@Cleoriff Its fine

Re: One time passcodes

Veee — Wed, 10 Feb 2021 16:28:39 GMT

Hi everyone
I’m not sure who, but someone at O2 has resolved my issue and I had all of my lost texts come through this morning 😁. I’ve no idea what the issue was, but thank you for sorting it!

Re: One time passcodes

MI5 — Wed, 10 Feb 2021 16:31:44 GMT

@Veee

It appears the general issue was fixed late last night.

Others that had reported problems with texts have also reported a resolution.

Re: One time passcodes

Cleoriff — Wed, 10 Feb 2021 18:36:05 GMT

Good to hear @Veee. Apparently the network team were made aware of the many people with the same issue and it was sorted.

Re: One time passcodes

Seasonedtruth — Fri, 30 Apr 2021 12:16:48 GMT

Please I've got this problem too. Can you assist

Re: One time passcodes

Mbf — Sun, 26 May 2024 18:34:37 GMT

I know this is a very old thread but I am having the same issue. It's very frustrating. Can anyone help?

Re: One time passcodes

Oxonian — Sun, 26 May 2024 20:37:39 GMT

@Mbf

This is a starting point :-

You might also want to look at :-

Re: One time passcodes

Mbf — Sun, 26 May 2024 20:52:57 GMT

Thank you for your advice. Unfortunately I have tried all of the above barring trying the sim in another phone. I think it is a problem with o2 as it's only o2 numbers and otp that is an issue unfortunately 😞 everything else works fine

Re: One time passcodes

Oxonian — Mon, 27 May 2024 10:01:04 GMT

@Mbf

I would try the SIM in another 'phone if at all possible ; that facilitates you narrowing the problem down to handset or SIM.

If you live locally to an O2 retail store, it might be worth popping in and getting a replacement SIM, just in case your SIM is deficient :-

Store locator | O2 UK | Find Your Nearest O2 Store

https://stores.o2.co.uk/

Please remember to take photographic identification with you ! 👍