One time passcodes

[Veee]

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!

[Cleoriff]

@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?

[Veee]

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

[Cleoriff]

@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.

[Veee]

Ok, thanks Cleoriff 

[Benjigirl]

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. 

[Cleoriff]

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@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. 

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

[O2Georgina]

Morning @Cleoriff  Thanks for the tag.

@Veee  I will send you a private message now

[O2Georgina]

Thanks again for the tag @Cleoriff 

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

[Cleoriff]

Busy, busy, busy this morning @O2Georgina 

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