Receiving texts

[Saskia12]

Hello, today I got my new phone and sim. My number has been transferred over but I’m having difficulty receiving verification texts from Santander, Apple Pay and Tesco. What would be the reason for this as I requested these at about 3:30 today and keep requesting them. 

[MI5]

@Saskia12 

It's a common problem with O2 unfortunately.

Contact O2 customer service for assistance on 202 from your phone.

[Saskia12]

Spoken to o2 and they’ve said that it normally takes up to 2 days to get all messages. Does anyone know if this will be sorted by tomorrow evening or if it takes longer that what I’ve been told?

[jonsie]

Try these tips

Guide: Text Message Tips (not sent or received) 

[MI5]

@Saskia12 

24 hours max but this issue is common with O2 and not just connected to new connections.

Keep on to customer services until they fix it.

[Saskia12]

Thank you so much. I hope it get sorted sooner rather than later as I hate now having access to mobile banking! What’s the right thing to ask when speaking to customer services about this as both people I’ve spoken too have said there’s not much they can do!

[jonsie]

@O2Lisahas assisted customers with this previously so look for a private message from her in the morning

can you please assist Lisa?

[MI5]

@Saskia12 

One time passcode (OTP) is what you need to report as the issue. 

Regular SMS messages will likely work normally.

[Saskia12]

Yeah I’ll call them again first thing tomorrow. I’m just confused how this in an o2 problem and not a Santander. The guy I spoke with earlier was so helpless and basically told me nothing could be done on o2s behalf.

[Breanna]

Hi @Saskia12 sorry you're having trouble with this. 

@O2Sarah- would you mind taking a look?