topic Re: authentication /OTP to log into the site in Mobile Services

authentication /OTP to log into the site

ssimmmo — Sat, 04 Jul 2026 09:32:02 GMT

So Joined EE last week from Lyca and ported number over which is fine. I have set my number for OTP but i am not receiving the text for the PIN, So added a temporary mobile number in and that seem to work but not my main number? Any one got any advice as the EE message team are very confused why its not working.

Re: authentication /OTP to log into the site

Peter_W — Sat, 04 Jul 2026 11:53:53 GMT

Welcome to the Community, @ssimmmo

Occasionally when a number port completes certain files may not fully transfer; is it just one time PINs that don't seem to be coming through here, or is it other calls / texts too?

Also are these PINs coming specifically from EE, or are the ones from other services affected as well?

Peter

Re: authentication /OTP to log into the site

ee_user14 — Sat, 04 Jul 2026 12:01:17 GMT

@ssimmmo wrote:
Any one got any advice as the EE message team are very confused why its not working.

This is hilarious.

The purpose of a CS department is to resolve customer queries. Yet a customer contacts them with a problem and they basically shrug their shoulders. In this situation I'd have been sorely tempted to ask them "well can you please find someone who does know?" or "please find out".

And then file a complaint about a CS team quite prepared to leave you standing.

Peter has got good advice too - see if you can narrow down whether all texts are affected, or just those from certain senders. Try testing if you're not sure.

Re: authentication /OTP to log into the site

Peter_W — Sat, 04 Jul 2026 12:19:09 GMT

@ee_user14 To be fair on the Messaging team, they're primarily trained in billing rather than technical support, so such a query wouldn't typically be the kind of thing they're specialised in.

You're absolutely right that they should be communicating what the best place to advance the query would be, though.

If you give us a call @ssimmmo and follow the options towards technical support, they'll be the guys best equipped to investigate these issues further.

Peter

Re: authentication /OTP to log into the site

ee_user14 — Sat, 04 Jul 2026 12:29:35 GMT

@Peter_W wrote:
To be fair on the Messaging team, they're primarily trained in billing rather than technical support, so such a query wouldn't typically be the kind of thing they're specialised in.
You're absolutely right that they should be communicating what the best place to advance the query would be, though.

Valid points on both fronts - tell the customer they're not trained, and direct towards those who are.

A discussion point might be whether no advice is better than bad advice!