topic Re: Unable to receive messages in Mobile Services

Unable to receive messages

Markab63 — Fri, 01 Sep 2023 10:05:00 GMT

This has just started this morning. I can send texts, call and receive calls, so it's just receiving texts that is the problem.

I'm on a Samsung S10+, with EE monthly account.

I have tried restarting, clearing the cache, etc. but nothing has made a difference.

I have several 2FA codes that have been sent to me, plus a personal message from a friend, so I know that I should be receiving something, but nothing is appearing and hence I'm assuming there is an issue in the network.

I need to access the accounts I was waiting for the 2FA codes for as a matter of urgency, so would appreciate help quickly.

Thanks, Mark

Re: Unable to receive messages

Christopher_G — Fri, 01 Sep 2023 12:11:10 GMT

Hi @Markab63

Welcome to the community.

Could you try sending a text message to your own number please? Just as a test. Let me know if it goes through.
Chris

Re: Unable to receive messages

Markab63 — Fri, 01 Sep 2023 14:21:43 GMT

Hi Chris, Just tried that and it worked, at least it came back immediately, so I'm assuming it went out and returned.

Cheers, Mark

Re: Unable to receive messages

Christopher_G — Fri, 01 Sep 2023 14:27:58 GMT

That's good, it means that the message centre is working and your phone can send and receive messages through the EE network, @Markab63

Are you still having the problem with other messages?
Chris

Re: Unable to receive messages

Markab63 — Fri, 01 Sep 2023 14:32:23 GMT

Yes. I'm afriad so. None of the at least 3 messages I'm expecting have arrived.

Mark

Re: Unable to receive messages

Christopher_G — Fri, 01 Sep 2023 14:56:37 GMT

OK, thanks @Markab63

It may be worth speaking to our technical support team so we can check everything from our side.

Chris

Re: Unable to receive messages

Markab63 — Fri, 01 Sep 2023 15:04:16 GMT

ok thanks!

Re: Unable to receive messages

Leanne_T — Fri, 01 Sep 2023 15:15:26 GMT

Let us know how you get on @Markab63

Leanne 🙂

Re: Unable to receive messages

Markab63 — Sat, 02 Sep 2023 10:34:38 GMT

Just to let you know that messages started to arrive again about an hour later, before I had time to contact the technical team. Did look they had got stuck somewhere, as when I requested a 2FA code from one account, I received two messages with different codes, so I'm guessing that the first one was the one from several hours before, having been given a "push" by the new request.

Re: Unable to receive messages

Christopher_G — Sat, 02 Sep 2023 10:42:30 GMT

Thanks for letting us know, @Markab63

Glad it seems to be sorted.

Chris