OTP's not being received

[Dg9]

Hi,

I ported my number to o2 Tuesday ( 2 days). I am having problems receiving OTP's but only from some providers. Have tried restarting phone, using an alternative phone, all to no avail. I did a chat where  I was told to restart my phone, when i said I had was just told to wait 24hrs. Can anyone lend any assistance as I am unconvinced with just waiting in hope as a solution ? With only 7 days of the cooling off period remaining I am considering cancellation as the best option.

[pgn]

@Dg9 - this failure mode has not been seen for a few weeks, there was a spate of them a while back.

These were asked to be flagged by the Forum managers, so @Martin-O2 and @RafaC and @Breanna - can you please follow up on the OTP message failure remediation and get back to @Dg9? Thanks.

[Cleoriff · Accepted solution]

@Dg9 

Some tips here Guide: Text Message Tips (not sent or received) 

If you message O2 on Facebook (https://o2uk.co/O2CFB) , Twitter (https://o2uk.co/O2CTW) or Instagram (https://o2uk.co/O2CIG) , they should be able to help you with this

[pgn]

Hi @Dg9 - if you can, reach out to O2 Social Media Team, links for FB or Twitter just below - seems they have the magic runes to get your OTP SMS messages flowing again 🤞

Otherwise get ready to pull the 14-day pin 😬

As here: https://community.o2.co.uk/t5/Tech-Support/3D-card-verification-not-receiving-verification-texts/m-p...

[Dg9]

Hi @pgn , 

Many Thanks for your replies.

Only joined O2 Community this morning.

Just enrolled on twitter, firstly tweeted my problem @o2 (now deleted),  then sent a message to o2@o2 , am I correct in this ?

Kind Regards,

[Breanna]

Hey @pgn thanks for the tag.

No ongoing issues with this at the moment so reaching out to support on Social media is the good choice here @Dg9. 

[pgn]

https://twitter.com/o2 is what I use - if you follow them in Twitter, you should then be able to send your query as a Direct Message, the envelope, rather than a public tweet, @Dg9 

Might need a public "Hi" first to get their attention, though 

[Dg9]

Hi,

Alas Not Solved.

Been in conversation with the Social Media (Twitter) Team since last Thursday. Slow going with no progress to date. In desperation I  resorted to another web chat on Saturday lasting an hour. The Tech team is supposed to be calling in the next 3 working days, I am neither confident nor optimistic  about this. Is it just caused by a setting on my account ? Is there any further assistance possible from here e.g. @O2Lisa .

[Breanna]

Hey @Dg9! Thanks for the update. @O2Lisa is on today so maybe she can come in with assist here. 

[O2Lisa]

Hey, thanks for the tag @Breanna 😊

@Dg9 I'm so sorry to hear this, I'll message you privately and look in to this for you.