OTP not coming through after switching to EE

[gleonov]

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.

[bristolian]

Hi @gleonov 

Can you receive text messages from other mobile users OK?

Can you receive text messages from any "OTP" or automated-type senders?

What advice/suggestions did CS make?

[gleonov]

I can receive messages from Poland, I can receive messages from the UK. I can also send messages to both of those locations. Both to people on and not on my contact list.

I also tried using a different phone with the SIM, and same issue persists - no OTP from Natwest or crypto.com.

I have spoken to the third party apps and there's nothing on their end that is failing - they confirmed messages were sent.

[James_B]

Hi @gleonov,

If our Tech team were unable to see any issues preventing you from receiving texts, the next step would be to report the issue to the app providers. They may need to flag the issue with their SMS gateway provider to resolve the issue.

James

[gleonov]

@James_B I am in touch with them and I have advised them on what you proposed.

I also know as you see from the OP that the message is not present on another EE number for the same apps, nor was it present previously on my Three network. I am not sure how they can resolve this issue but will let you know.

[James_B]

Hi @gleonov,

It could be that their gateway is still trying to send the text into your old network or that their security protocols have flagged the change in network.

When you first spoke to them, did they try re-registering your mobile number in their system?

James

[gleonov]

@James_B I have now spent 3+ hours with EE on the phone in the last 3 days, time on this forum and 2h+ with my third party app providers. 

The 3rd party apps have helped me reset the phone number being associated with my accounts and I am going to presume (having been with some of them for over 7 years now, switched providers 3-4 times with the same number) that the issue on the side of EE having not experienced this before for OTPs when switching from other networks (Vodafone to 3, 3 to Tesco, Tesco to 3).

If the issue cannot be resolved by Tuesday morning, I will be going to Vodafone and trying my luck there. Shame, since my wife has had no issues on EE, but she also never had to do switching of numbers in the last 5 years. 

I still expect more from providers (network or 3rd party) to have these issues squashed and solutions streamlined, as it's in the best interest for both the major third party and the network provider. This has wasted a lot of my time and I feel like this deserves national attention. Seems responsibility is somehow left with the customer, which is preposterous when trying to access even a simple app as Natwest Banking - a well established British business.

[MozzaSec]

The problem is the Porting number process has a number of technology steps that the donor network has to preform, including routing of SMS from their Network and Gateways to EE and this breaks.

I have an issue with a ported number, not receiving any non- EE originated SMS, and this was a port from Gamma to EE, and it looks like Gamma have messed something up, my assumption is removed an entry from there Network Databases. 

Vodafone will have the same problem as o2 or any Virtual Network, as it is Three who host the dialing plan for your 07 dialing code, and they need to do some work i would imagine to fix your issues.

The 3rd Party SMS gateway providers don't care to be honest, as they only work to acceptance on their gateway and it leaving, and SMS is not a guaranteed delivery service, just like email

[Chris_B]

@gleonov   It might be worth asking EE to reset your line if they haven’t tried this already.  

[gleonov]

@MozzaSec That makes sense, which only reinforces my concern - the issue and responsibility of accepting to allow and accept the transfer of numbers, from one provider to another - should be a well oiled process by now. Might need to get in touch with OFCOM as well as national reporting since it seems the issue is beyond just a simple matter of me not having a service or two work as expected.