topic Re: Cannot receive authentication text messages from various services in Mobile Services

Cannot receive authentication text messages from various services

nxva — Thu, 28 Sep 2023 13:37:37 GMT

Last night I realized that I am unable to receive authentication texts for both Activision blizzard and EA, i contacted those services and they have both said that the messages were sent and it was an issue with EE, this morning i called 150 and after checking my number they told me that those messages were automatically blocked across the network to prevent scams.

to give some context, activision blizzard uses a service called sms protect on free to play games to make it more difficult for people to make more than one account, if you cannot receive these authentication text messages then you are unable to play those games and you will be unable to until you can verify a phone number.

so now i am stuck, ee says they cannot remove the block but now i have lost access to accounts as they can only be authenticated by sms, is the only solution here to cancel my contract an move to another provider? i dont think it is right for ee to restrict my access to services at all and am really stressed.

Re: Cannot receive authentication text messages from various services

Northerner — Thu, 28 Sep 2023 13:55:29 GMT

Hi @nxva

If they have a history of spamming and EA, Blizzard have failed to implemen safeguards then the issue is with them not EE.

Can you not choose to send the code to email or use an authentication app?

Thanks

Re: Cannot receive authentication text messages from various services

nxva — Thu, 28 Sep 2023 14:06:08 GMT

as i said, blizzard uses sms protect to verify your account, if you cannot receive the sms then you cannot play the game, there is no other way, and EE has blocked the sender across the network, so it is definitely an EE issue

Re: Cannot receive authentication text messages from various services

Leanne_T — Thu, 28 Sep 2023 15:32:18 GMT

Hi @nxva

Can you receive authentication texts from other companies?

Have you received these before on EE?

Leanne.

Re: Cannot receive authentication text messages from various services

nxva — Thu, 28 Sep 2023 15:37:48 GMT

the only company i can receive them from is paypal so far, i have checked many, and have never had an issue receiving these in the past on EE, when i called up they verified that they can see one of the blocked numbers i tried this morning was Electronic Arts (EA) however the number was still blocked on the whole network... even though they recognized that it wasn't a scam and was from a legit company

Re: Cannot receive authentication text messages from various services

Leanne_T — Thu, 28 Sep 2023 15:42:34 GMT

I see @nxva

To get this looked into further, please get back in touch with our customer care team to see if they can offer any further support.

Leanne.

Re: Cannot receive authentication text messages from various services

nxva — Thu, 28 Sep 2023 15:51:07 GMT

unfortunately they said that the numbers cannot be unblocked, EE have accepted this and allowed me to leave my contract early as i cannot access services that i need and they can not/ will not do anything about it, at least i have sorted it now, even if it does mean i have the inconvenience of switching providers

Re: Cannot receive authentication text messages from various services

Leanne_T — Thu, 28 Sep 2023 15:52:56 GMT

I am very sorry to hear this and appreciate you letting us know @nxva

Leanne.

Re: Cannot receive authentication text messages from various services

nxva — Thu, 28 Sep 2023 16:10:57 GMT

if you could pass anything up the hierarchy to be looked at, i would definitely suggest asking whoever decides what authenticator texts have a network block and which are allowed through to take another look, as i joined EE as the company claims to be made for gamers, yet i am finding myself leaving my contract because the text needed to verify my game account was blocked by the system, however thank you for taking the time to respond

Re: Cannot receive authentication text messages from various services

Leanne_T — Mon, 02 Oct 2023 14:09:14 GMT

Hi there @nxva

I have been advised this should now be resolved?

Could you let me know if you receive the authentication texts?

Leanne.

Re: Cannot receive authentication text messages from various services

Estelle1964 — Wed, 11 Oct 2023 09:45:27 GMT

I couldn’t agree more. I used to be able to access my bank verification code but in the last month I cannot do this anymore with EE. They say they are trying to stop scamming but I would like to decide myself which texts I receive & not EE. What right do they have to decide who I can & who I can’t receive messages from. In fact I got a scam sms from a courier service. 😡