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Santander banking issues

RedRocket
Investigator
Investigator

‎01-11-2022 10:25 AM - edited ‎01-11-2022 10:30 AM

Since last Monday I've been unable to logon to my Santander banking. We're on a Huawei 535 4g router with EE data sim. Before that it was fine. I went back and forth with Santander who did all their tests and checks and came back at the end of the week to say it was something to do with EE.

 

I also use Barclays banking and that's absolutely fine.

 

As of this morning I'm now getting similar errors when trying to logon to Xero.

 

Has there been an update or something that will have affected this please? Anything I need to do? Or does this need to be pushed to the tech team?

 

Thanks.

0 Helpful
6 REPLIES 6
XRaySpeX
EE Community Star
EE Community Star

‎01-11-2022 11:01 AM

Isn't Santander sending an OTP via an SMS to your router?

If you think I helped please feel free to hit the "Thumbs Up" button below.

To phone EE CS: Dial Freephone +44 800 079 8586 - Option 1 for Home Broadband & Home Phone or Option 2 for Mobile Phone & Mobile Broadband

ISPs: 1999: Freeserve 48K Dial-Up > 2005: Wanadoo 1 Meg BB > 2007: Orange 2 Meg BB > 2008: Orange 8 Meg LLU > 2010: Orange 16 Meg LLU > 2011: Orange 20 Meg WBC > 2014: EE 20 Meg WBC > 2020: EE 40 Meg FTTC > 2022:EE 80 Meg FTTC SoGEA > 2025 EE 150 Meg FTTP
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RedRocket
Investigator
Investigator
In response to XRaySpeX

‎01-11-2022 11:19 AM

Hi

 

No - it's a router so has no screen or other way in which to receive a message. This has only been happening since last Monday - before that it was fine. I logged on via the usual web page with my details. The only time I get an OTP is if I'm making a change which comes through to my phone.

 

Since last Monday I can only log on if I go in via a hotspot with my phone.

 

Thanks

0 Helpful
XRaySpeX
EE Community Star
EE Community Star
In response to RedRocket

‎01-11-2022 11:33 AM

Most of these mobile routers can do texts. You read them by logging into the router itself. Does it have an envelope light on it?

However, as you say, if the bank was sending an OTP it would have it down as to be sent to your phone.

If you think I helped please feel free to hit the "Thumbs Up" button below.

To phone EE CS: Dial Freephone +44 800 079 8586 - Option 1 for Home Broadband & Home Phone or Option 2 for Mobile Phone & Mobile Broadband

ISPs: 1999: Freeserve 48K Dial-Up > 2005: Wanadoo 1 Meg BB > 2007: Orange 2 Meg BB > 2008: Orange 8 Meg LLU > 2010: Orange 16 Meg LLU > 2011: Orange 20 Meg WBC > 2014: EE 20 Meg WBC > 2020: EE 40 Meg FTTC > 2022:EE 80 Meg FTTC SoGEA > 2025 EE 150 Meg FTTP
0 Helpful
RedRocket
Investigator
Investigator
In response to XRaySpeX

‎01-11-2022 12:08 PM

No, no envelope icon.

I get the following messages. The first one sometimes, and the second one always (or something similar that says "online banking isn't available", but mostly that one.

(In fact, in order to upload these images I had to log onto my hotspot - it just kept erroring otherwise.)

Screenshot 2022-11-01 at 11.28.57.pngScreenshot 2022-11-01 at 11.29.13.png

0 Helpful
Jon_K
Former EE Employee

‎01-11-2022 02:50 PM - edited ‎01-11-2022 02:51 PM

Hi @RedRocket.

 

I'd recommend reporting this to out Tech Team.

 

They'll be able to check your account and help you with this.

 

Jon

RedRocket
Investigator
Investigator
In response to Jon_K

‎01-11-2022 02:56 PM - edited ‎01-11-2022 03:06 PM

Thank you @Jon_K and thanks too for your input @XRaySpeX 

 

Edit: I've had a look and can't see so far how to report to the tech team online. Do you have any ideas how please?

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