Can’t Set up WhatsApp

[PopeyeDAW]

Hi. After a recent software upgrade on my father in laws iPhone 14, he was unable to get into his phone ( didn’t know his passcode) To cut a very long story short he visited a local mobile shop who took it back to factory settings. Don’t ask! 
So wife and I have spent ages getting everything set up and that has been ok, but we cannot get WhatsApp to work. It opens the App and asks for his telephone number, which we enter. It then says it will send a code to the phone, nothing arrives. Another option is for them to call with a code. It calls the phone and asks for you to press 6  but it doesn’t respond to the keyboard. 
Each time you attempt this it fails and you can’t try again for 12 hours. 
Obviously we are trying WA themselves but they also say it can be carrier related too. 
would really appreciate some help - we are currently nearing divorce stage 🤣🤣

[bristolian]

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@PopeyeDAW wrote:

WhatsApp ....opens the App and .... then says it will send a code to the phone, nothing arrives....
Obviously we are trying WA themselves but they also say it can be carrier related too. 

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This will be carrier-related in so-far-as "I am not receiving a text message" is carrier-related.

Can you receive text messages from other automated senders? How about conventional person-to-person text messages?

Same question with the IVR keyboard response not working - can you enter options on other automated systems? Test using a call to any company who uses them, if you're not sure.

[PopeyeDAW]

Hi and thanks for replying so promptly 

yes the phone is receiving and sending texts ok. It is also calling out and receiving calls fine too. 

[Schockwave]

@PopeyeDAW , I know this may sound stupid, but have you put the phone number in correctly for What’s App?

[bristolian]

Given that the OP mentions receiving the call to verify instead, I assumed that (otherwise valid point) was covered.

If texts are otherwise being received OK, then the next step is to establish whether the WA-OTP's are being received onto EE's network and if so, why they're not being delivered. That's where EE-CS come into play...

I'd recommend the OP get some timed & dated examples of when OTPs are arriving as expected, and when they're not. Then contact EE-CS to report the non-receipt of specific examples. That call may require some persistence, patience and being willing to cover (arguably unnecessary) basics...

[PopeyeDAW]

It is a good question but yes. Have tried numerous times. 

[PopeyeDAW]

Thanks. Yes, had a good but ultimately unproductive call with EE-TS this morning. Checked and confirmed that nothing had reached their network. All other texts and calls to and from the phone are working normally. Will have to wait for WhatsApp TS to reply. Opened a ticket a few days ago but apparently it can take quite a while to get a response.