Problems receiving texts and then getting them ages afterwards numerous times

[LW54]

I bought a new 5G Motorola G7 phone in April to enable me to use it in the US as my old phone wasn’t compatible. I immediately had  difficulty receiving texts so couldn’t access bank, online shopping etc. I would often then receive the texts much later and duplicated many times. 

I was given a new 5G SIM card to replace my old sim but the issue didn’t resolve. I contacted O2 numerous times and just before I went away it was escalated to a higher level to be looked into. While in the US for three weeks, I received texts with no problem so I thought it had been resolved. However on my return two days ago I was annoyed to find out that I have the same issues as before. I’m really fed up with this and thinking of changing provider as it doesn’t seem to be able to be resolved. As it worked in the US it can’t be my phone and I feel it must be an O2 technical problem. Receiving texts and OTPs is crucial nowadays for accessing so many things and for reminders for appointments etc. 

[MI5]

@LW54 

There is a known issue with Moto phones on the O2-UK network which is being investigated currently.

[pgn]

From an earlier case:

"This is a known issue that's impacting select devices with a Mediatek chipset, such as the OPPO X5 Lite, Oppo Reno 8, Motorola G60s, OPPO A94 or OPPO A57s. Vendors are working on software updates to resolve these issues but these updates may arrive at different times, separate to one another.

For the OPPO X5 Lite the good news is we have just approved a new build with the SMS fix, so that will start rolling out within the next week or so.

For anyone experiencing a multiple SMS issue that's not one of the above devices or has a Mediatek chipset, this won't be a known issue and is unlikely to be related. In these cases I'd suggest getting in touch with our teams via Social Media so we can check into this further."

Links to O2's Social Media channels in the link just below this post, @LW54 

[LW54]

Thanks for your speedy replies. My phone is a Motorola but not one mentioned in the list above. I followed the social media link that was given but to be honest I wasn’t sure which link to follow to get help with my particular issue and to find out if my phone is one of those involved. I’m not particularly technical and wondered if the fix is being developed by O2 or Motorola? 

[MI5]

@LW54 

It's a joint issue between both Moto and O2.

You'll get a firmware update at some point to fix it.

Make sure your phone is set to auto update in settings.

[LW54]

Thank you. My phone is already set up for auto updates. Just hope it gets fixed soon as it’s been ongoing since I bought my phone almost two months ago. Thank you for your help