topic Re: Not receiving texts from abroad in Mobile Services

Not receiving texts from abroad

willmow — Wed, 08 Mar 2023 16:11:37 GMT

I am experiencing an odd issue that is seriously hampering my ability to verify/confirm things like identity, and thus run my daily life:

Issue: certain transactions conducted here in the UK via mobile apps require me to confirm my identity (or email/phone), e.g. banks, digital signature providers, mountain rescue organisations... To do this, the organisation/company sends an SMS text message with a code, which I must enter in the app. This works faultlessly if the organisation is in the UK (using a UK app), but I receive no such texts if the organisation is in (say) Switzerland (and I'm using their app). Something stops these texts from getting through. It happens time and again and with a variety of apps/organisations.

Can anyone shed any light on this frustrating behaviour? It feels like it's security related. It's not my phone, as it happens on two different ones.

Re: Not receiving texts from abroad

Leanne_T — Wed, 08 Mar 2023 17:33:25 GMT

Hi @willmow

Thanks for coming to the community.

Are the other phones having the same issue also on EE?

Just to check, are you connected to WiFi when this happens, or using a VPN?

Speak soon 🙂

Leanne.

Re: Not receiving texts from abroad

XRaySpeX — Wed, 08 Mar 2023 17:58:59 GMT

Have you registered your mobile phone with these foreign firm in International format, i.e. dropping the initial '0' & prefixing it by '+44', e.g. +44 7123456789?

Re: Not receiving texts from abroad

willmow — Wed, 08 Mar 2023 18:43:37 GMT

Yes, both phones are on EE. Yes, connected to WiFi, no VPN.

Re: Not receiving texts from abroad

willmow — Wed, 08 Mar 2023 18:44:21 GMT

Yes, international format.

Re: Not receiving texts from abroad

Leanne_T — Wed, 08 Mar 2023 18:51:24 GMT

Thanks @willmow

Are you able to request the text when not connected to WiFi to see if you receive this?

Have you reported this to the company to see if they have any reported issues?

Leanne.

Re: Not receiving texts from abroad

willmow — Wed, 08 Mar 2023 19:20:16 GMT

The issue is present whether on mobile internet or wifi. Company swears the problem is not their end.

Re: Not receiving texts from abroad

Christopher_G — Thu, 09 Mar 2023 07:40:48 GMT

OK, thanks @willmow

I recommend speaking with our technical support team so that they can look into this for you. Please come back and let us know what happens.

Chris

Re: Not receiving texts from abroad

willmow — Fri, 10 Mar 2023 09:57:24 GMT

Just spent quite some time with EE's Technical Support. They were very thorough and ran all sorts of checks. Apparently there is nothing on my account that could be blocking these numbers, and so they surmise that the foreign systems are having problems interpreting the UK number format (or similar). I now need to have an earnest chat with the foreign senders of the SMS texts, which no doubt will end in failure! Oh well... thanks to all for your suggestions.

Re: Not receiving texts from abroad

Katie_B — Fri, 10 Mar 2023 10:47:29 GMT

Hi @willmow.

Thanks for coming back and keeping us posted.

Katie

Re: Not receiving texts from abroad

Dilemma — Thu, 06 Jul 2023 09:29:11 GMT

Hi, did you ever manage to get this resolved? I am trying to receive verification code by SMS from Singapore and nothing coming through. So frustrating!

Re: Not receiving texts from abroad

James_B — Thu, 06 Jul 2023 10:20:15 GMT

Hi @Dilemma,

Welcome back to the community. 🙂

Are you able to receive other texts successfully?

If you are, please contact the service that is sending the verification code to report the problem.

James

Re: Not receiving texts from abroad

willmow — Thu, 06 Jul 2023 10:37:15 GMT

I have concluded that some organisations block cross-border verification SMS texts. Luckily for me, those that are more "internationally aware", such as banks ,do not - their texts get through.

Re: Not receiving texts from abroad

willmow — Mon, 30 Oct 2023 16:44:40 GMT

Just had a long chat with a Level 2 technician regarding activation, etc. text messages from foreign organisations (e.g. banks) not getting through. In my case, he found that the texts containing the codes I needed to activate my account are indeed being received by EE, but they are being automatically blocked from being transferred to me due to EE's new text message fraud prevention filter, which was launched in the last six months. It seems that foreign providers of text message services for banks, etc. are required to make certain changes to ensure their messages are not blocked by EE (and BT and others). If the messages are being blocked, it means these providers have not made the requisite changes, and it's down to us to complain to the foreign banks, etc.

Hope this helps.

Re: Not receiving texts from abroad

354- — Mon, 30 Oct 2023 17:07:28 GMT

Here's some more information - https://newsroom.ee.co.uk/ee-announces-new-security-technology-updates-to-improve-scam-detection/

Re: Not receiving texts from abroad

willmow — Mon, 30 Oct 2023 17:22:58 GMT

Though there's nowt in the EE article about bona fide texts being blocked and the immense inconvenience it causes us customers. I'm blocked from using my bank account for the foreseeable future and there's nothing I can do about it, as all these banking systems are computerised and automated and cannot be overridden.

Re: Not receiving texts from abroad

willmow — Thu, 21 Dec 2023 13:23:31 GMT

As the original poster of this topic, I am happy to announce that I found a WORKAROUND that works for me. It does not involve EE changing anything, or the foreign banks, etc. changing their SMS coding.

Quick reminder: EE's new SMS text message filter blocks suspicious messages from abroad (in my case Switzerland), but it also stops genuine messages from banks, etc. from reaching the UK. This is a source of frustration for many EE users.

Workaround: I discovered that my iPhone 12 Pro has an eSIM capability, which means it can accept more than one line at a time. I obtained a virtual PAYG eSIM from a Swiss network (free of charge) and gave the phone number to my bank, which registered it as my main number in place of my UK number. The bank's verification system sent an SMS to my new number. The SMS was not blocked by EE's firewall and I am back up and running.

The workaround appears to be as robust as the eSIM technology (i.e. very), and it has allowed me to get back to normal business without having to wait for giant organisations to change the way they work.

Re: Not receiving texts from abroad

bristolian — Thu, 21 Dec 2023 15:36:50 GMT

I wonder what frustrates users more - false positives causing genuine SMS to be blocked, or missed negatives that let spam texts through.

Especially when the false positive is the fault of the sender, not the MNO.

Re: Not receiving texts from abroad

Barb18 — Thu, 21 Dec 2023 18:32:41 GMT

Hello. I have the exact problem. Also abroad firm says it's EEs problem and EE says its abroad firm's. Was wondering if you somehow managed to solve it?

Re: Not receiving texts from abroad

bristolian — Thu, 21 Dec 2023 18:46:42 GMT

@Barb18 wrote:

abroad firm says it's EEs problem

They would say that, wouldn't they?....