topic Re: Problems with receiving SMS OTP verification codes from international numbers in Mobile Services

Problems with receiving SMS OTP verification codes from international numbers

Theo77 — Wed, 27 Mar 2024 11:29:48 GMT

I know that there have been many threads already about this, but I have not found a solution so I am posting my own question.

I have been unable to receive almost all OTP's from international numbers since February 2023 (whether I'm abroad or in the UK). This specifically effects international numbers as most OTP's from UK numbers/companies work.

I have not changed anything on my side so I assume EE is blocking these messages as suspected spam.

One interesting example of this problem is logging in to some public WiFi networks abroad. They require me to enter my phone number, and then enter a code that is sent via text message.

As I try and connect to the same networks each year I can see how this situation has evolved:

• Before I ported my number over to EE from iD in Summer 2021,, I always received these texts within seconds

• In 2022 logging onto these same networks I mostly received the texts (one failed)

• In 2023 logging on to these same networks one was successful after a long 45 minute wait but many were not

• In 2024 none of these networks at all had a text that got through. I had to connect to WiFi using often very complicated alternative methods.

Do you think EE's spam detection systems are just getting stricter and stricter? Is there any solution without changing phone network?

Re: Problems with receiving SMS OTP verification codes from international numbers

Christopher_G — Wed, 27 Mar 2024 17:04:40 GMT

Hi @Theo77

What kind of phone do you use? It would be interesting to know if this same thing happens when you put your SIM in another phone. Are you able to try that?

Chris

Re: Problems with receiving SMS OTP verification codes from international numbers

Theo77 — Wed, 27 Mar 2024 17:22:05 GMT

I'm currently using an iPhone 15 Pro and also had this same issue on my iPhone 12 Pro before I recently upgraded. I don't think its the phone at fault as an eSIM from another network in the same phone always receives codes from these same public WiFi networks and from other websites within seconds. I don't have an Android phone I can test with.

Re: Problems with receiving SMS OTP verification codes from international numbers

Christopher_G — Wed, 27 Mar 2024 17:41:19 GMT

OK, thanks @Theo77

I recommend speaking to our Technical Support team so that they can take this information from you, check everything on your account from our side and raise it further, if needed.

Chris

Re: Problems with receiving SMS OTP verification codes from international numbers

bristolian — Wed, 27 Mar 2024 19:31:04 GMT

My understanding is that guidance on avoiding the risk of false-positive blocks on inbound foreign-SMS is available to all senders.

Operators are in something of a no-win situation here. Be seen to encourage spam-SMS on the one-hand, versus risk criticism for vastly reducing the problem because some genuine senders (who potentially don't follow guidance) get blackholed.

At least one other operator is now introducing a very similar system to that of EE.

Re: Problems with receiving SMS OTP verification codes from international numbers

Theo77 — Wed, 27 Mar 2024 19:49:05 GMT

That's very interesting to know. If you don't mind please do tell me which operator so I don't accidentally get a backup SIM from them.
Do you think customer service would be able to decrease the amount that are blocked for my account? Or is this unlikely and should I continue with the strategy of needing multiple SIMS active before I try to connect to one of these networks?
Out of interest if you'd like to know these networks include fairly busy and well-known locations such as:
• Zurich Airport and Geneva Airport (although one can technically instead get an access code through physically registering with ID/boarding pass at both, it just takes a lot longer)
• All networks in Switzerland using the Swisscom PWLAN system (including major supermarket chains, city-wide WiFi, hotels, motorway service stations and several major banks)

Re: Problems with receiving SMS OTP verification codes from international numbers

jusmee — Sun, 04 Aug 2024 12:06:16 GMT

Same problem here. Can no longer receive OTPs from UK when I am in Philippines. No problem ever previously. Problem started August 1st. Using android on a Samsung Galaxy S21 Ultra. Same problem when I tried my sim in another unrelated phone so it must be an EE problem? PLEASE HELP

Re: Problems with receiving SMS OTP verification codes from international numbers

Katie_B — Sun, 04 Aug 2024 14:01:53 GMT

Hi @jusmee.

Thanks for coming here.

Can you receive OTPs when you are in the UK OK?

Katie

Re: Problems with receiving SMS OTP verification codes from international numbers

jusmee — Sun, 04 Aug 2024 22:56:34 GMT

No problem in UK. Also no problem in Philippines until recently.

Re: Problems with receiving SMS OTP verification codes from international numbers

jusmee — Sun, 04 Aug 2024 22:58:42 GMT

Tried using VPN also but no help.

Re: Problems with receiving SMS OTP verification codes from international numbers

Peter_W — Mon, 05 Aug 2024 07:43:10 GMT

Thanks for confirming those details for us, @jusmee

Are you in the UK at the moment, or are you overseas?

Also when you're in the Philippines, can you successfully send texts to other numbers, and receive them as well?

Peter

Re: Problems with receiving SMS OTP verification codes from international numbers

jusmee — Mon, 05 Aug 2024 09:05:36 GMT

Currently in Philippines
Not receiving TEXTS either
Nothing! Everything was OK until last week. What has caused this please?

Re: Problems with receiving SMS OTP verification codes from international numbers

Peter_W — Mon, 05 Aug 2024 09:11:32 GMT

Thanks for confirming that @jusmee.

So are you not receiving any texts at all right now?

Have you tried sending a text as well to see if this is going through?

Peter

Re: Problems with receiving SMS OTP verification codes from international numbers

jmmagat — Sat, 14 Sep 2024 15:51:46 GMT

I'm from the Philippines with a +63 country code, two SIM cards on iPhone 15 pro max. I'm signing up for a trading platform today, that's based in the UK, and one of the sign up verifications is they would send a verification number like an OTP, in order for me to verify my account, and both my Philippine numbers are not receiving the OTP. I've tried dozens of times, including restarting my phone as well as my computer. To no avail. But my business partner, also with a +63 Philippine number WAS ABLE to receive the verification OTP. I don't know what restrictions the UK would have. I've only been to Europe in Spain earlier this year, and I've never been to the UK yet. I don't know what's wrong. Can someone have an idea what's going on?

Re: Problems with receiving SMS OTP verification codes from international numbers

XRaySpeX — Sat, 14 Sep 2024 21:09:24 GMT

@jmmagat : Your Philippine nos. have nowt to do with EE. Take it up with your Philippine provider.