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authentication /OTP to log into the site

ssimmmo
Explorer

‎04-07-2026 10:32 AM

So Joined EE last week from Lyca and ported number over which is fine. I have set my number for OTP  but i am not receiving the text for the PIN, So added a temporary mobile number in and that seem to work but not my main number? Any one got any advice as the EE message team are very confused why its not working. 

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5 REPLIES 5
Peter_W
EE Community Support Team

‎04-07-2026 12:53 PM

Welcome to the Community, @ssimmmo 

Occasionally when a number port completes certain files may not fully transfer; is it just one time PINs that don't seem to be coming through here, or is it other calls / texts too?

Also are these PINs coming specifically from EE, or are the ones from other services affected as well?

Peter

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ee_user14
Skilled Contributor
Skilled Contributor

‎04-07-2026 01:01 PM

@ssimmmo wrote:

Any one got any advice as the EE message team are very confused why its not working. 

This is hilarious.

The purpose of a CS department is to resolve customer queries. Yet a customer contacts them with a problem and they basically shrug their shoulders. In this situation I'd have been sorely tempted to ask them "well can you please find someone who does know?" or "please find out".

And then file a complaint about a CS team quite prepared to leave you standing.

Peter has got good advice too - see if you can narrow down whether all texts are affected, or just those from certain senders. Try testing if you're not sure.

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Peter_W
EE Community Support Team
In response to ee_user14

‎04-07-2026 01:18 PM - edited ‎04-07-2026 01:19 PM

@ee_user14 To be fair on the Messaging team, they're primarily trained in billing rather than technical support, so such a query wouldn't typically be the kind of thing they're specialised in.

You're absolutely right that they should be communicating what the best place to advance the query would be, though.

If you give us a call @ssimmmo and follow the options towards technical support, they'll be the guys best equipped to investigate these issues further.

Peter 

ee_user14
Skilled Contributor
Skilled Contributor
In response to Peter_W

‎04-07-2026 01:29 PM

@Peter_W wrote:

To be fair on the Messaging team, they're primarily trained in billing rather than technical support, so such a query wouldn't typically be the kind of thing they're specialised in.

You're absolutely right that they should be communicating what the best place to advance the query would be, though.

Valid points on both fronts - tell the customer they're not trained, and direct towards those who are.

A discussion point might be whether no advice is better than bad advice!

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ssimmmo
Explorer

‎05-07-2026 08:56 AM - edited ‎05-07-2026 09:00 AM

So it seems only be the EE OTP, Which means issues with the Port forwarding even though the status is complete, I had issues after 4 days where my Number advised the call it was not recognised, Went through all the resetting etc  and then Said I do not believe this is my device and advised down to the port, after 2 hours it some how sorted after leaving the chat, lol look i am not going to complain about the Chat with the Team coming from Lyca Mobile that's another world lol 

 

So normal text and calls are coming through fine. To me fair Gemini made a good point, Check premium text and calls are enabled on setting on EE site, I cant find that any where on the site. 

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