topic Re: Advice on recent issue with our clients and MFA in Mobile Services

Advice on recent issue with our clients and MFA

Adam311 — Thu, 04 Apr 2024 08:31:33 GMT

Hi,

We have an application and have noticed an increase in clients that use EE only not getting the MFA codes. We can see they are trying to be delivered but not being accepted. Firstly not sure who i can speak to as not an EE customer myself just trying to get the texts to your customers. Secondly has there been any changes to rules or updates to customers phones in the last few days that could see an increase in undelivered Text Messages.

Thanks.

Re: Advice on recent issue with our clients and MFA

James_B — Thu, 04 Apr 2024 11:32:57 GMT

Hi @Adam311,

Welcome to the EE Community. 🙂

I'd recommend asking any EE customers affected to contact technical support who'll be able to take a look at this at an account level and raise a support ticket to resolve the issue if needed.

James

Re: Advice on recent issue with our clients and MFA

Adam311 — Mon, 08 Apr 2024 11:31:40 GMT

Hi James, We did ask a client to speak to EE and EE unhelpfully said that it wasnt there problem!.

I can see in the log files from AWS some of these are not getting through only to EE all other providers work so would point to a carrier problem over how we are sending them. I have message id's that I would like someone to be able to check to see reason why these are getting blocked. I am seeing if we can change our outgoing number.

The strange thing is that some EE sim cards are working, but a fair percent our not.

Not sure if you can advise or assist any further.

thanks

Adam

Re: Advice on recent issue with our clients and MFA

James_B — Mon, 08 Apr 2024 13:50:07 GMT

Hi @Adam311,

If only some EE users are seeing the issue, it suggests it isn't likely to be a network problem.

James

Re: Advice on recent issue with our clients and MFA

Adam311 — Mon, 08 Apr 2024 13:55:18 GMT

The error code from Amazon points to EE blocking the number though?. So it might not be across all devices, but if the number is getting blocked and EE can tell me why then I can figure it out as in is it an EE Business policy type or from certain old sim cards like t-mobile/orange etc. The fact it works for every other provider 100% is bizzare, its been happening since last Thursday so wondering if EE has changed any spam filters.

I need some assistance over suggestions if possible, any help greatly appreciated.

Re: Advice on recent issue with our clients and MFA

James_B — Mon, 08 Apr 2024 14:06:31 GMT

Hi @Adam311,

If it was a spam filter, I'd expect it to affect every EE customer in the same way.

Do the affected customers have anything in common? A recent number port, are they roaming etc.?

Can they receive other OTP codes successfully?

Have you tried raising it with Amazon support?

James

Re: Advice on recent issue with our clients and MFA

Adam311 — Wed, 10 Apr 2024 16:03:07 GMT

Hi James,

Still struggling, we still only have the problem with EE numbers, however I have tried on a PAYG sim and also a couple of people who are with EE and its working.

I have had a look at the file and all we get from EE is the response

providerResponse: Unknown error attempting to reach phone,

Re: Advice on recent issue with our clients and MFA

Leanne_T — Wed, 10 Apr 2024 17:06:44 GMT

Hi @Adam311

How many numbers are affected?

Do you know if they are all using the same device?

Thanks.

Leanne.

Re: Advice on recent issue with our clients and MFA

Adam311 — Fri, 12 Apr 2024 10:54:47 GMT

Hi Leanne,

I have checked we have around 10-20 failing at the moment a day. All with same error. They are different devices. I was googling and saw a different thread with someone with similar problem but new number port. Can i ask is there a difference between standard SMS and MFA texts?

Also we would be sending i believe from eu-west-1

I have just aquired some pay as you go EE and tried with two people on EE internally and all working. It works for all other providers so it looks like since last week there is some change for EE Business Sims that have new restrictions or changes. Looking at the error via AWS they have said the following are standard reasons for not receiving the texts.

I can ask the clients to contact EE as a standard response, but if EE can advise then happy to help etc. We are looking to change the sending number, but that will take time.

Blocked as spam by phone carrier
Destination is blacklisted
Invalid phone number
Message body is invalid
Phone carrier has blocked this message
Phone carrier is currently unreachable/unavailable
Phone has blocked SMS
Phone is currently unreachable/unavailable
Phone number is opted out
This delivery would exceed max price
Unknown error attempting to reach phone

Re: Advice on recent issue with our clients and MFA

Leanne_T — Fri, 12 Apr 2024 12:14:57 GMT

Hi @Adam311

To investigate the texts and get this looked into further the users impacted would need to call us and the team will be happy to help.

Leanne.

Re: Advice on recent issue with our clients and MFA

Adam311 — Fri, 12 Apr 2024 12:20:01 GMT

Thanks Leanne, We have just had a user on the phone with this issue so sent them the data to raise with EE. I would say we have tried this with one client and EE said that it was not there problem, but said this within a few minutes so not sure how that conclusion was reached. I saw another post where someone is also having problems with there MFA codes not coming through.

Will be interesting to get the feedback. I could understand if was 100% blocked but its not all EE but is only EE if that makes sense.It appears to be business accounts currently.

Re: Advice on recent issue with our clients and MFA

Leanne_T — Fri, 12 Apr 2024 15:47:39 GMT

Hi @Adam311

Thanks, if the account holders get in touch with the business team they can perform checks to see what could be causing this and help to get this raised with the relevant team if needed.

Leanne.