SMS verification code from Bank blocked by EE!

[orrla]

From last Tuesday, 29/11/22, SMS verification codes from my Bank in Poland are not getting through to my EE phone in UK. 

I am not able to access my money!

I reported this issue on Nov. 30th, (ID: 19393710), spoke to 150, was called back on 2nd Dec/22, at 6pm, and after long session of listening to Christmas songs, and answering same questions over and over again, I was told that there in nothing that could be done.

So again, I asked to look at exactly same problem I had with EE in Dec, 2020, (ID:14510264), that it was sorted then, but was told that she will call me back on 3rd, Dec, at 6pm, waited but, no call was made!

I have no access to my Bank account, but EE seem not to care!

What else can I do?

Bank tells me the issue is with the Operator, ... not uncommon I can see from this forum!

Can EE sort it out, PLEASE?!!

Many thanks!

[Leanne_T]

Hi @orrla

I'm sorry to hear this, once you get through the team will get this looked into for you. 

Leanne.

[orrla]

I did. Nice man looked into it, and came back to tell me to call banks and tell them to send messages in different way.

REALLY?????

It looks like EE team does not have numbers to banks in PL!???

Many people in same position were told the same, he said....

REALLY?!!!

[James_B]

Hi @orrla,

I'm sorry our Technical Support Team were unable to resolve this problem for you.

If they couldn't see any trace of the attempted text messages, it could be an issue with the text gateway used by your bank. I'd recommend getting back in touch with them to let them know there were no issues found at a network level.

James

[orrla]

I only know what they tell me! ... but, they all managed to make it work, for few days (mid December), and it does not work again! No SMS comes through, although bank sends them, and has a proof!

I called, same story: not our fault...!

Do know.

[ABSafe]

Hi,

We are having the same issue with SMS verification codes being sent from an international number to the EE network. It sounds like the same situation as this user is seeing.

Our security provider has tested calling and sending an SMS from the same country (Estonia) to our client and the calls are SMS are sent OK. This means international calls and texts are enabled. However, when sending automated SMS verification texts, they do not send.

We have tested with two clients on EE and both do not get the texts so it seems a network issue and somehow the SMS texts are being treated differently to standard texts.

Can you please share some more information on what could be happening here as I've seen multiple issues on here. 

[Leanne_T]

Hi @ABSafe 

Thanks for coming here. 

Please call us on 150 and our tech gurus will run through some troubleshooting with you to get this looked into. 

Thanks. 

Leanne.

[ABSafe]

Hi,

Thanks but I am not on the network myself, this is just trying to work out why they are not sending to our clients. Calling your tech support has clearly not helped the original poster.

Can someone not publicly shed some light on what is possibly happening?

Can you confirm if these verification texts are treated differently to standard international texts? 

[Leanne_T]

Hi @ABSafe 

The account holders experiencing this issue will need to get this looked into by our tech gurus who can raise a support ticket if needed for the texts not being received from this international number. The team can provide further information after getting this looked into in more detail. 

Leanne.

[ABSafe]

Hi,

We are not going to tell all our EE customers to call you, they won't even understand what to say.

As the issue is affecting multiple people, it seems to make more sense to try and work out what the connection is here.

If you can't help we will just tell them to use another network provider. 

[Leanne_T]

Hi @ABSafe 

I am very sorry this would need to be investigated with the account holders by calling us on 150. 

Thanks. 

Leanne.