Urgent Issue: Unable to Receive One Time Passcodes (OTPs)

[ryanhdyt]

Hello everyone,

I’m reaching out to see if anyone else has experienced similar issues or has any advice. For the past 2 months, I’ve been unable to receive one-time passcodes (OTPs) via text message on my EE phone number. This problem isn’t isolated to a single sender – it affects multiple services including my bank and several essential applications.

This situation has been incredibly frustrating as it prevents me from accessing important services and completing necessary transactions. The reliance on these OTPs for security and verification purposes makes this issue particularly urgent.

I’ve contacted EE technical support multiple times about this. Each time, I’m assured that there are no problems with the service. However, despite these assurances, the issue persists. I’ve tried the usual troubleshooting steps like restarting my phone, checking my message settings, and ensuring a stable network connection, but nothing seems to work.

Has anyone else faced a similar problem with EE or any other network? Any advice on how to get this resolved would be greatly appreciated. I’m hoping to find a solution soon as this is causing significant disruption to my daily activities.

Thanks in advance for any help or suggestions!

[ryanhdyt]

Hi, 

I have same problems with this. I migrated from Voxi to EE, and after that i can't received any OTP text until now. 

[bristolian]

You've not mentioned whether you are able to receive texts from non-automated senders. Are you?

What have EE offered you by means of further assistance? CS may have advised you they can't see anything wrong, but have they offered to raise a fault ticket for further investigation by technical teams?

That would be the correct process.

[ryanhdyt]

1.Receiving Texts from Non-Automated Senders:

•Yes, I am able to receive text messages from non-automated senders such as friends and family without any issues. The problem specifically occurs with one-time passcodes (OTPs) and other automated messages from services like my bank and several applications.

2.Assistance Offered by EE So Far:

•I have been informed that there are no visible issues with the server.

•EE technical support has reset the system on their end and advised me to restart my phone. Despite following these steps, the issue remains unresolved.

•No fault ticket has been raised for further investigation by the technical teams.

[bristolian]

---

@ryanhdyt wrote:

•EE technical support has reset the system on their end and advised me to restart my phone. Despite following these steps, the issue remains unresolved.

•No fault ticket has been raised for further investigation by the technical teams.

---

I'd recommend contacting CS again, and requesting a fault ticket is raised, on the basis that their advice thus far has failed to resolve.

[ryanhdyt]

Thank you for your suggestion. I have contacted CS, and they have connected me with an Apple technician. Unfortunately, none of them have been able to identify the issue I am experiencing.

I also just discovered that I cannot receive OTPs either via text or through the call option (if the app I am trying to register offers this option).

Additionally, I have transferred my eSIM number to another phone to check if the issue is with my current device, but the problem persists even when using a different phone.

I would appreciate any further assistance you can provide.

[James_B]

Hi @ryanhdyt,

Our Technical Support Team on 150 are best placed to help you with this.

James

[ryanhdyt]

Thank you for your response. I have already contacted the Technical Support Team on 150, and they were unable to resolve the issue. I was then connected to an Apple technician, but the problem still persists.

I have contacted them and they still couldn’t identify the issue. They told me that no messages are reaching their system. I wouldn’t be this frustrated with the problem if I knew where the issue lies.

They always seem to believe that the fault lies with third parties, such as the bank or whoever is sending the OTP to my number. This might make sense if it was just one party, but I have experienced this issue with multiple parties such as Monzo, Tilt, Square, Lloyds, Revolut, and several other applications that I may have forgotten.

Considering this, could you please escalate the issue or suggest any further steps I should take?

Alternatively, should I replace and use a new number because it seems this problem started when I ported my number from my previous provider to EE? Is it possible to then revert to my current number afterward?

I appreciate your assistance.

[bristolian]

---

@ryanhdyt wrote:

Thank you for your response. I have already contacted the Technical Support Team on 150, and they were unable to resolve the issue. I was then connected to an Apple technician, but the problem still persists.

---

It's the basic function of a support team to either resolve an issue, or escalate it until someone can.

Passing what is clearly a network issue, onto a device support team, sounds to me like a failure of that process.

It may not be straightforward, but I'd recommend calling them back and requesting a fault investigation ticket is raised. Otherwise you will likely keep going round in circles with no resolution.