Not receiving OTP

[HMac]

I’m unable to access online banking because the OTP being sent by Santander is not being received on my IPhone since I switched to O2 about a week ago.  I’ve spent hours and hours speaking to various technical people all of whom point the finger at Santander!  However, after visiting my bank and confirming they are using my correct mobile number (they actually rang me to test) it’s clearly something to do with my move to O2 and porting my existing number.  From looking a various forums I’m not the only one to experience this problem so any advice and timescales to resolve the issue would be welcome

[MI5]

@HMac 

The OTP files need to be ported too so have obviously been missed.

Message them on Social Media. Facebook (https://o2uk.co/O2CFB) , Twitter (X) (https://o2uk.co/O2CTW) or Instagram (https://o2uk.co/O2CIG)

[japitts]

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@MI5 wrote:

@HMac 

The OTP files need to be ported too so have obviously been missed.

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There's no such thing as "OTP files" in number portability. OTP is a type of text message.

[MI5]

Not what O2 have told us in the past, but thanks for your input.

[japitts]

My post was not based on what CS or any front-line briefing might say. OTP's are nothing more than automated/bulk-SMS, where the core-network is concerned.

[Enlli]

So then, where does this problem lie? Not getting OTP text is a common problem on O2

[jonsie]

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@HMac wrote:

I’m unable to access online banking because the OTP being sent by Santander is not being received on my IPhone since I switched to O2 about a week ago.  I’ve spent hours and hours speaking to various technical people all of whom point the finger at Santander!  However, after visiting my bank and confirming they are using my correct mobile number (they actually rang me to test) it’s clearly something to do with my move to O2 and porting my existing number.  From looking a various forums I’m not the only one to experience this problem so any advice and timescales to resolve the issue would be welcome

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....especially after number ports!

[madasaf1sh]

The problem will lie in how the messages are delivered, as some SMS providers have direct connections into the Networks via API's whilst others just send them out as a normal SMS 

And just because you can receive a phone call doesn't mean an SMS from Santander's provider will be received, I would attack this from both sides contact o2 and ask them to liase with the network who own your number (you dont own your number), and also Santander and get them to speak to IT and the 3rd party provider.. 

I would also be asking Santander to explain why they are ignoring the FCA in sending insecure 2FA messages via SMS 

[Enlli]

Santander have been a problem for quite some time. They cropped up frequently on Virgin before the switch to O2

None of my banks use SMS 2FA

[japitts]

Fractionally beaten to the reply by the previous. Once an SMS is within the O2 (or any other MNO) network, then it uses the same routing data as any other SMS or call.

This is why it's often a good test to establish whether person-to-person (known as "Mobile Originated" or MO) SMS are similarly affected as automated ones.

I disagree that there's anything inherently wrong with SMS as a means of delivering OTP - by being a universal technology that works on any mobile (smart, internet connected or otherwise), it's a good "one size fits all" solution. If individuals want to use a different method, let them.

The problem in all these scenarios is that first-line support on both sides of an equation will be very quick to blame the other, rather than correctly deal with a problem by following an agreed escalation procedure.