topic Re: Can't receive verification code and get through to customer care in SIM cards & Porting

Can't receive verification code and get through to customer care

Ebuka1997 — Wed, 19 Jun 2024 18:18:30 GMT

I am quite frustrated with EE, I ported over from Lyca and retained my mobile number but since then I have been having sporadic issues with receiving verification codes. I receive some verification codes but I don't receive others. I am trying to register on the NHS app for a medical issue and I have tried multiple times but can not receive a verification code. I have also tried to call 150 and actually talk to somebody but it says EE will send me a text about that and *crickets* I receive nothing and I am not able to talk to anybody. How do I resolve this issue then please.

Re: Can't receive verification code and get through to customer care

Ebuka1997 — Wed, 19 Jun 2024 18:26:37 GMT

Currently having the same issue, it's frustrating. They need to do something about this.

Re: Can't receive verification code and get through to customer care

Leanne_T — Thu, 20 Jun 2024 07:18:36 GMT

Hi there @Ebuka1997

Thanks for coming to the community.

How long ago did you port your number?

Does the correct phone number show in your device settings?

Speak soon 🙂

Leanne.

Re: Can't receive verification code and get through to customer care

Ebuka1997 — Thu, 20 Jun 2024 10:20:24 GMT

Hi Leanne Good Morning and thanks for replying.

I have ported the number about 16 days now. The correct number shows and I have done multiple tests done, it is still the same issue. This seems to be a common issue moving over from other networks, perhaps EE could have let customers know there is such a risk before moving their sim over and entering into a contract.

I might have to leave and move to another network if this isn't resolved because from reading there seems to be no solution to this and its seriously hindering what I can do. I can't access the NHS app to check my the results of my tests and book appointments, I can't access my bank and sign up for different apps because I need this otp code.

What else can i do in this case, I am seriously frustrated with this. Thanks you

Re: Can't receive verification code and get through to customer care

Leanne_T — Thu, 20 Jun 2024 11:46:37 GMT

Thanks for coming back to me @Ebuka1997

In this case, please call us on 150 and select technical support and one of the team will get the account looked into and refresh your settings if needed.

Leanne.

Re: Can't receive verification code and get through to customer care

Idkay_ — Sat, 22 Jun 2024 14:22:57 GMT

I’m experiencing the same issue and the technical support option is not working as well.

Re: Can't receive verification code and get through to customer care

Ebuka1997 — Sun, 23 Jun 2024 13:30:11 GMT

I managed to get through to the technical team but till now, my issue has not been solved. I’m just astounded that EE hasn’t figured a way around this since it seems to be a common issue or at least inform customers before entering a contract.