topic Re: Not receiving OTP codes in SIM cards & Porting

Not receiving OTP codes

Babington — Fri, 09 May 2025 08:16:44 GMT

I have recently moved to EE and kept my number. I can't receive OTP codes. I've spoken to EE on 150 several times and it's still not sorted. I contacted one of my online accounts and they gave reset my info their end but it still doesn't work. It seems there may be a porting issue having read previous posts? I'm going round in circles and need to sort this. If I can't sort as soon as I will have to go to a other provider and leave EE in my 14 day cooling off period. HELP!

Re: Not receiving OTP codes

bristolian — Fri, 09 May 2025 08:22:07 GMT

When exactly was "recently" that you ported-in? Have you received the port-in complete notification by text?

Can you receive person-to-person texts? And are all automated texts affected, or just those form particular senders?

Can you expand on what you mean by "spoken to EE several times and it's still not sorted" - what exactly was advised, and offered by means of solution?

Re: Not receiving OTP codes

Babington — Fri, 09 May 2025 08:47:32 GMT

Thank you for your reply Bristolian

My porting was completed on Monday and I received a text from EE to confirm this. I was advised to turn my phone off and on again to activate.

I have tried to log onto my HMRC account, NS&I, my motor insurance and other online accounts and I am not receiving the OTP for any of these.

I spoke to EE who said they had refreshed and updated the network settings. This did not sort the issue. I spoke to EE again and they advised waiting a further 24 hours. Still not working.

I rang one of my important online accounts and we reset everything their end to ensure there wasn't an issue. With this in mind I believed it was logical to assume that if doing this sorted the issue then maybe I needed to reset all my online accounts. However this did not solve the issue.

Therefore it appears to me the most likely reason for this is that the porting has not been correctly carried out?

I am now waiting a further call back from EE

Re: Not receiving OTP codes

bristolian — Fri, 09 May 2025 09:04:19 GMT

Sounds like you're doing the right things so far. If multiple automated senders are affected, it does point away from any of them being at fault.

CS should be following their technical escalation process if the first-line script fails to resolve, and ultimately a single-user-fault should be raised - this will have a reference beginning INC.

Re: Not receiving OTP codes

Babington — Fri, 09 May 2025 17:16:22 GMT

Thanks Bristolian

Escalated this morning to level 2, call back, eventually sorted then all the 100s of OTPs came through bombarding me at the same time 😂

Thanks for your help 🙃

Re: Not receiving OTP codes

Michael_D — Sat, 10 May 2025 07:26:47 GMT

Thanks for the update @Babington.

I'm glad to hear that the level 2 team have been able to identify what was causing this and get it working for you.

Take care and have a great weekend 🙂

Michael

Re: Not receiving OTP codes

Babington — Sat, 10 May 2025 09:45:45 GMT

Thanks so much @Michael_D @and you too 😊