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OTP not coming through after switching to EE

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gleonov
Investigator
Investigator

‎08-05-2022 01:46 PM

I recently switched to EE, transferred my number from another network (Three). Since then, Natwest and crypto.com apps (both banking in this case) - are not able to deliver OTPs to my phone.

 

I contacted 150 and got put through to "level 2 advanced technical support" who gave me advice to do lots of things, none of which have resolved my issue. On the final note I was told that it's an issue on 3rd party side for not being deemed "secure enough" to pass on messages sent from their end.

 

I am sorry but this is not acceptable service. It is working perfectly fine on both of those apps on my other phone that has EE, and somehow just the action of moving numbers causes an issue like this to arise. I am then given wrong advise ("secure enough" - clearly it works on another phone with EE for bot apps). 

 

EE has so far provided inconsistent and bad advice and also not resolved the issue as explained above.

 

It is clearly the migration of the number from Three to EE that has caused the issue from the day the number got migrated and EE has not done anything to rectify the issue that is clearly down to that move, nothing to do with the third party app security.

 

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21 REPLIES 21
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bristolian
EE Community Star
EE Community Star
In response to gleonov

‎08-05-2022 08:15 PM

Just on one specific point..

 

@gleonov wrote:

If the issue cannot be resolved by Tuesday morning, I will be going to Vodafone and trying my luck there.

Adding another port to (what is arguably) an incomplete port has potential to add further complication to what is already likely a "fiddly" problem and I'd personally recommend getting this rectified with EE first.

 

I don't believe EE C/S are failing to take responsibility here, but from what you've described this needs an investigation case raising. To achieve that may require some further persistence on your part.

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gleonov
Investigator
Investigator
In response to bristolian

‎08-05-2022 09:32 PM - edited ‎08-05-2022 09:35 PM

Not clear on the exact solution - but it seems since the port on Wednesday and many calls to 150 (and this forum OP) - the issue is solved.

 

To update/make final observations, the OTPs started working just after I went to Mobile Data and checked out different Network Providers on my phone (switched to Vodafone - original mobile network the number was registered, Three, O2, and back to EE again/Auto). Obviously there was no signal on non-EE networks, but it has coincided with receiving the OTP finally after that round. It might be just that EE finally reset my connection somehow - so thanks for that if that's what solved it; all apps now work with OTP (not down to single 3rd party issue).