08-03-2023 04:11 PM
I am experiencing an odd issue that is seriously hampering my ability to verify/confirm things like identity, and thus run my daily life:
Issue: certain transactions conducted here in the UK via mobile apps require me to confirm my identity (or email/phone), e.g. banks, digital signature providers, mountain rescue organisations... To do this, the organisation/company sends an SMS text message with a code, which I must enter in the app. This works faultlessly if the organisation is in the UK (using a UK app), but I receive no such texts if the organisation is in (say) Switzerland (and I'm using their app). Something stops these texts from getting through. It happens time and again and with a variety of apps/organisations.
Can anyone shed any light on this frustrating behaviour? It feels like it's security related. It's not my phone, as it happens on two different ones.
08-03-2023 05:33 PM
Hi @willmow
Thanks for coming to the community.
Are the other phones having the same issue also on EE?
Just to check, are you connected to WiFi when this happens, or using a VPN?
Speak soon 🙂
Leanne.
08-03-2023 05:58 PM
Have you registered your mobile phone with these foreign firm in International format, i.e. dropping the initial '0' & prefixing it by '+44', e.g. +44 7123456789?
08-03-2023 06:43 PM
Yes, both phones are on EE. Yes, connected to WiFi, no VPN.
08-03-2023 06:44 PM
Yes, international format.
08-03-2023 06:51 PM
Thanks @willmow
Are you able to request the text when not connected to WiFi to see if you receive this?
Have you reported this to the company to see if they have any reported issues?
Leanne.
08-03-2023 07:20 PM
The issue is present whether on mobile internet or wifi. Company swears the problem is not their end.
09-03-2023 07:40 AM
OK, thanks @willmow
I recommend speaking with our technical support team so that they can look into this for you. Please come back and let us know what happens.
Chris
10-03-2023 09:57 AM
Just spent quite some time with EE's Technical Support. They were very thorough and ran all sorts of checks. Apparently there is nothing on my account that could be blocking these numbers, and so they surmise that the foreign systems are having problems interpreting the UK number format (or similar). I now need to have an earnest chat with the foreign senders of the SMS texts, which no doubt will end in failure! Oh well... thanks to all for your suggestions.
10-03-2023 10:47 AM