Two Factor Authentication from GoPro

[mtbrider]

There seems to be an issue with EE blocking certain SMS senders, I have an issue not getting SMS two factor authentication text messages from GoPro to access my account (paypal, ebay, and others all fine for now) .  The last time I got a 2FA sms from GoPro is came from sender 'NOTICE'  and I cannot check the originating number. 

All was fine back in March  but now I don't receive the messages and can only assume that EE has decided to block what it considers to be a 'spam' originator for SMS messages, it would be good if there was a way to see blocked sms via the app.  

I have contacted GoPro support and the suggestion is that SMS are sending from their system, and as SMS messaging is not like email with ways to check deliverability I am now needing to reduce security on my account.

Any assistance on this EE?

[mtbrider]

This seems to be an issue with EE blocking certain SMS senders, I have an issue not getting SMS two factor authentications from GoPro to access my account (paypal, ebay, and others all fine for now) .  All was fine back in march but now I don't receive the messages and can only assue that EE has decided to block what it considers to be a 'spam' originator for messages, it would be good if there was a way to see blocked sms via the app.  

[bristolian]

Can you receive SMS from other automated sources?

[mtbrider]

Yes, as mentioned sources such as paypal, FexEx, Adobe, Evri etc all good.

[infinitywaiter · Accepted solution]

You would be best suited here contacting EE directly, as only they will be able to sort out your issue here.

https://ee.co.uk/contact-ee/technical-support/mobile-phone

Sounds like a provisioning issue.

Also, it isn't just purely an EE fault here.

GoPro users have posted about the exact same thing on their own GoPro Support Pages for many years now.

Lots of other mobile phone users, who are not EE customers, have had issues with their various mobile operator blocking short code text messaging.

Before now for example, it has been an issue for uses of T-Mobile...

I ran into an issue where t-mo was blocking sms short codes. Customer service was able to fix it.

Or users of iPhone who had issues with text messages failing or not receiving etc, after Apple put out an IOS upgrade.

[bristolian]

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@infinitywaiter wrote:

Sounds like a provisioning issue.

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This is not a provisioning issue.

Reporting to EE-CS for further checks and very likely a fault case raising, is the correct course of action.

[mtbrider]

I looked into the GoPro community and a lit of the issues mentioned were not UK based, I don't have access to a non EE sim at present to be able to try an alternative network as a troubleshooting process. It is not like I am a new customer migrating from elsewhere, I have had the same account and number for 20+ years through One2One >T-Mobile >EE.
Turning off 2FA is not a huge issue (I would prefer to have it enabled however), but now wondering if there are other automated SMS services that could be being blocked. My main issue is that email providers give us the ability to find what they consider spam in a handy location, but SMS messages get binned off without having an option.
Time to call EE CS and see if there is any change to things in the last two weeks...

[gazglasgow]

Firstly it's a complete waste of time calling EE CS. They are completely unable to resolve this network issue for you. I was infuriated at the inability for this issue to be raised to a higher level. Basically the network team who deal with issues like this are completely detached from the end user and have no idea the frustration caused when messages are blocked. There is no way for the end user to request a message sender to be added to a white list.

In response to your exact issue I have had the same problem and with GOPRO as well. Ultimately the solution is to disable 2FA. It would however be helpful if GOPRO would introdude authentication using an app as an alternative.

EE did block the messages from NOTICE around March / April of this year. I proved the point by regaining access with no 2FA, (opened a supprt ticket), and entering a different mobile number. Firstly my work colleauge who was on EE and no joy. I next tried my friends number on O2 and bingo it instantly worked.

I found a rater cumbersome work around. I had a spare Android handset so bought a THREE SIM from Poundland and stuck it in the phone. Changed the registered number on GOPRO to this new number and then installed the SMS to email forwarder app. The phone just sits at home and sends me an email every time a text is received. Works a treat!

.......That was until last week when it appears THREE have now blocked the messages as well. Back to square one!

[bristolian]

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@gazglasgow wrote:

.......That was until last week when it appears THREE have now blocked the messages as well. Back to square one!

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Without knowing the specifics of why 3UK have blocked any messages, it does rather suggest that something about GoPro's messages are falling foul of anti-spam measures - and they need to resolve this.

[gazglasgow]

Sorry but your reply is not a solution. It's a total waste of time calling EE CS. Perhaps you could call them once again on my behalf and discover for yourself that they can do absolutely nothing about this issue. There is no means or possibility to have the staff escalate this to the relevant network team that could solve this.

Yes GoPro users have been complaining of this for years but as have many other users of services that use 2FA text messaging.

Text messaging in general is a not a reliable means to carry out 2FA but the issue in question here is a service that was working and then suddenly stopped working with EE blaming Gopro and GoPro blaming EE. It's a waste of time to try and get anyone to take charge of the problem and properly investigate.