topic Re: SMS verification code from Bank blocked by EE! in Mobile Services

SMS verification code from Bank blocked by EE!

orrla — Sun, 04 Dec 2022 16:35:10 GMT

From last Tuesday, 29/11/22, SMS verification codes from my Bank in Poland are not getting through to my EE phone in UK.

I am not able to access my money!

I reported this issue on Nov. 30th, (ID: 19393710), spoke to 150, was called back on 2nd Dec/22, at 6pm, and after long session of listening to Christmas songs, and answering same questions over and over again, I was told that there in nothing that could be done.

So again, I asked to look at exactly same problem I had with EE in Dec, 2020, (ID:14510264), that it was sorted then, but was told that she will call me back on 3rd, Dec, at 6pm, waited but, no call was made!

I have no access to my Bank account, but EE seem not to care!

What else can I do?

Bank tells me the issue is with the Operator, ... not uncommon I can see from this forum!

Can EE sort it out, PLEASE?!!

Many thanks!

Re: SMS verification code from Bank blocked by EE!

bristolian — Sun, 04 Dec 2022 16:39:00 GMT

Have you spoken to EE C/S to follow up on the fault cases that were raised? That would be the recommended issue here.

This advice presumes you can receive text messages from other mobile users and indeed other UK-originated OTP's - if not, that would make this a different problem.

Re: SMS verification code from Bank blocked by EE!

orrla — Sun, 04 Dec 2022 16:42:13 GMT

Yes, all was checked. Phone, texts from UK, all ok.

It all worked until Monday!

It stopped.

Re: SMS verification code from Bank blocked by EE!

orrla — Sun, 04 Dec 2022 16:52:08 GMT

ID numbers I wrote above are for my C/S cases.

That new one supposed to call me las nigh but did no! ... living me in dark!

Re: SMS verification code from Bank blocked by EE!

bristolian — Sun, 04 Dec 2022 16:55:11 GMT

There isn't any account access on this public internet forum, hence the suggestion to call C/S for an update on your raised cases.

Re: SMS verification code from Bank blocked by EE!

orrla — Sun, 04 Dec 2022 16:58:02 GMT

If I call, will I get same woman? ..she was not very helpful!

Re: SMS verification code from Bank blocked by EE!

Northerner — Sun, 04 Dec 2022 18:00:47 GMT

Hi @orrla

Have you made sure international calls and text are activated on your account.

Also make sure you've used +44 on your bank app. It maybe they cannot send text messages internationally?

Thanks

Re: SMS verification code from Bank blocked by EE!

orrla — Sun, 04 Dec 2022 18:20:38 GMT

This is exactly the same phone I used day before, and again and again for months, and all worked! Nothing to do with my phone!

There is an error somewhere in programming, texts from a Bank in PL are blocked, probably recognised as spam, ..as in 2020, and it needs to be corrected.

'Not our fault' attitude does not get anyone anywhere.

Sure, I'll call 150 again tomorrow. Thanks!

Re: SMS verification code from Bank blocked by EE!

Leanne_T — Mon, 05 Dec 2022 08:19:15 GMT

Hi @orrla

I'm sorry this has happened when you called, please try us again and the team will see what they can do to get this sorted for you.

Leanne.

Re: SMS verification code from Bank blocked by EE!

orrla — Thu, 08 Dec 2022 15:28:33 GMT

All right! Thanks!

So I called, everyone was nice indeed, told me they will look into it and call me back - and since Tuesday I keep missing their calls (you know, I do go to bathroom or shop). Now I got txt case is resolved and closed BUT NO SMS COME THROUGH STILL!

Yeah, I am listening to Merry Xmas songs now...

How frustrating! No access to my online bank accounts in PL for 10 days now!!!!!

Re: SMS verification code from Bank blocked by EE!

Leanne_T — Thu, 08 Dec 2022 15:42:38 GMT

Hi @orrla

I'm sorry to hear this, once you get through the team will get this looked into for you.

Leanne.

Re: SMS verification code from Bank blocked by EE!

orrla — Thu, 08 Dec 2022 15:57:15 GMT

I did. Nice man looked into it, and came back to tell me to call banks and tell them to send messages in different way.

REALLY?????

It looks like EE team does not have numbers to banks in PL!???

Many people in same position were told the same, he said....

REALLY?!!!

Re: SMS verification code from Bank blocked by EE!

James_B — Thu, 08 Dec 2022 17:53:44 GMT

Hi @orrla,

I'm sorry our Technical Support Team were unable to resolve this problem for you.

If they couldn't see any trace of the attempted text messages, it could be an issue with the text gateway used by your bank. I'd recommend getting back in touch with them to let them know there were no issues found at a network level.

James

Re: SMS verification code from Bank blocked by EE!

orrla — Thu, 05 Jan 2023 19:59:58 GMT

I only know what they tell me! ... but, they all managed to make it work, for few days (mid December), and it does not work again! No SMS comes through, although bank sends them, and has a proof!

I called, same story: not our fault...!

Do know.

Re: SMS verification code from Bank blocked by EE!

ABSafe — Wed, 12 Jul 2023 12:29:48 GMT

Hi,

We are having the same issue with SMS verification codes being sent from an international number to the EE network. It sounds like the same situation as this user is seeing.

Our security provider has tested calling and sending an SMS from the same country (Estonia) to our client and the calls are SMS are sent OK. This means international calls and texts are enabled. However, when sending automated SMS verification texts, they do not send.

We have tested with two clients on EE and both do not get the texts so it seems a network issue and somehow the SMS texts are being treated differently to standard texts.

Can you please share some more information on what could be happening here as I've seen multiple issues on here.

Re: SMS verification code from Bank blocked by EE!

Leanne_T — Wed, 12 Jul 2023 13:15:55 GMT

Hi @ABSafe

Thanks for coming here.

Please call us on 150 and our tech gurus will run through some troubleshooting with you to get this looked into.

Thanks.

Leanne.

Re: SMS verification code from Bank blocked by EE!

ABSafe — Wed, 12 Jul 2023 13:52:43 GMT

Hi,

Thanks but I am not on the network myself, this is just trying to work out why they are not sending to our clients. Calling your tech support has clearly not helped the original poster.

Can someone not publicly shed some light on what is possibly happening?

Can you confirm if these verification texts are treated differently to standard international texts?

Re: SMS verification code from Bank blocked by EE!

Leanne_T — Wed, 12 Jul 2023 14:47:06 GMT

Hi @ABSafe

The account holders experiencing this issue will need to get this looked into by our tech gurus who can raise a support ticket if needed for the texts not being received from this international number. The team can provide further information after getting this looked into in more detail.

Leanne.

Re: SMS verification code from Bank blocked by EE!

ABSafe — Thu, 13 Jul 2023 10:47:23 GMT

Hi,

We are not going to tell all our EE customers to call you, they won't even understand what to say.

As the issue is affecting multiple people, it seems to make more sense to try and work out what the connection is here.

If you can't help we will just tell them to use another network provider.

Re: SMS verification code from Bank blocked by EE!

Leanne_T — Thu, 13 Jul 2023 10:52:23 GMT

Hi @ABSafe

I am very sorry this would need to be investigated with the account holders by calling us on 150.

Thanks.

Leanne.