SMS not being received from multiple retailers

[wendyd27]

Hi

I am bout to cancel my EE account after being a member from a number of years can anyone prevent this??

I am not receiving SMS messages from multiple retailers including AMAZON UK App and LIDL PLUS App just to name two!!! All have the companies have stated that they are sending and it will be the 'Mobile Provider' that is blocking them all.  EE have not been able to help and I gave up and just haven't used those sites on my EE mobile contract but it is seriously inhibiting the convenience!

I am fed up of being caught in the middle of EE/Retailers/Microsoft - who earn millions each year and should be able to work this out between them without inconveniencing their customers!!

Any help greatly appreciated before I switch providers.

Thanks

[bristolian]

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@wendyd27 wrote:

EE have not been able to help

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Can you expand on what you mean by "EE have not been able to help" with this issue? Have you reported it to CS? And if so, what was their response?

Can you receive person-to-person texts? And can you receive automated texts from other senders?

[Northerner]

Hi @wendyd27 

What device and are you on EE PAYG or pay monthly contract.

Thanks 

[wendyd27]

Hi @Northerner 

I am on Iphone 16 monthly contract.

Thanks

[bristolian]

You have a short time after posting to edit, negating the need to put multiple short replies. Northerner is just a user like yourself, no-one from EE directly has responded to you.

I note you've not replied to my previous questions.

[wendyd27]

Hi @bristolian 

Yes I have reported originally to EE CS and spent nearly 2 hours on the call with them and been through lots of different options with them and the result was they said it was not EE and they couldn't help further and to contact Microsoft or Retailer again. 

I am receiving all other SMS person to person and can receive Otp's from some companies (ie EE, Bank, Paypal)  and all other services as normal.

Thanks

[bristolian]

If you're receiving SMS fine otherwise, I suspect this is probably caused by the anti-spam filter that EE use.

My understanding is that major, reputable, organisations, have guidance on how to ensure their bulk texts are not blocked by anti-spam facilities, but some may be more proactive with this than others.

EE-CS should be able to escalate your issue to a point where the incoming SMS logs are checked - to ensure (with dated & timed examples provided by yourself), that the missing texts are arriving on EE's network. This would then indicate where responsibility lies - if the texts aren't arriving, fault appears to lie with the third party. If they are logged by EE, then the issue is on-network somewhere.

It sounds like the former may be the issue in your case.

[wendyd27]

Hi @bristolian 

Thank you for you reply, it mirrors what Amazon have advised me.

I may have one last go with EE CS to attempt to resolve but lose the will to live with the length of the calls!

Thank you again for your responses and advice and apologies for the error post @Northerner 

[Northerner]

Hi @wendyd27 

Are you 100% sure you haven't blocked the numbers by accident. Have you tried verifying the numbers again via the associated apps. 

If this was an issue with EE filter then other numbers wouldn't work.

Thanks 

[bristolian]

Checking blocking is good advice for "not receiving texts from certain users" in general, but automated & bulk senders often send from a name rather than a number.

I've never known an Android phone have the ability to block these senders, can't comment on Apple.