Ported number from EE to O2 and not receiving 2FA / Verification SMS messages / texts

[Vazzer]

Hi, I hope someone from Tech Support can help me on here because the normal routes have proved fruitless so far. I've moved to the O2 network from EE with a new phone and I'm having trouble with the number port. After the port, calls seem to be working fine, texts from individuals and O2 seem to be working but verification SMS texts from e.g banks, NHS, TfL, HMRC aren't coming through which is making app migration and accessing services painful.

I called O2 on 202 (live chat fails to launch) and I was told my phone wasn't working after some other basic checks and I was told to call the manufacturer. I didn't accept since there are reports of this issue all over the forum indicating an incomplete port. They said I would need to wait up to 5 days for a response from a back-end team but I'd be grateful an O2 tech can pick this up and check for me or if there are any settings on my account that need to be modified.

Thank you.

[Vazzer]

Thank you @jonsie 

I had already come across your helpful guide. I can confirm the message centre is set correctly and I tried the things you suggested but sadly no joy.

I've also tried:

• Resetting mobile network settings
• Restarting phone
• Disabling RCS
• Disabling Wi-Fi to ensure everything is going over the mobile network
• Removing the record of the temporary O2 number from my Google account

I called 202 again and they have escalated another ticket and I have another 5 - 7 day wait.

[Enlli]

@Dave-O2 Can you take a look at this please

[Dave-O2 · Accepted solution]

Morning @Enlli, thanks for the tag

@Vazzer Can you please drop me a PM  with the affected mobile number and i will see what i can do 👍

[Vazzer]

Thanks @Enlli  and @Dave-O2 .

@Dave-O2, I'll PM you.

[Vazzer]

I wanted to provide an update to this one given I think I'm close to having the issue fully fixed.

A second ticket was raised with the 'back-end' team (after my first one was closed) to investigate. When I got in touch with @Dave-O2 he could see both tickets and he took me through some of the tests and I was able to provide feedback that @Dave-O2 passed back to the back-end team.

On Friday the back-end team made some changes and I started to see some results late Saturday. I had a standard set of OTPs I was testing and the banking ones seem to be fixed. It was a little more hit and miss with TfL and NHS apps although they worked long enough for me to set up biometric authentication on the phone apps which stopped asking for OTPs. I could still test these through the website.

So I'm now monitoring the situation. I have access to my most critical services and I'll see how the week progresses.

@Dave-O2has been extraordinarily helpful and really communicative over the last few days. I cannot thank him enough.

Thanks also to @Enlli for asking @Dave-O2 to intervene - things felt like they started to move from this point. Thanks to @MI5 and @jonsie for their inputs too.

If I get more information as to the back-end changes I'll try and put together a bit of a write up to help others but I'll keep this one updated with any new information.

[Enlli]

Thank you for the update @Vazzer 

[jonsie]

Slowly getting there 👍