Can't receive SMS verifications

[Georgeste94]

Hi,

I can't receive verification notifications from vendors. 

I receive 150 SMS text messages and can send and call.

I recently ported my number from Three and think this may be a factor?

Many thanks for any help.

George 

[Leanne_T]

Morning @Georgeste94 

Welcome to the community. 

If you give us a call on 150, our tech guides can complete a network reset for you to see if this resolves the issue for you. 

Let me know how you get on 🙂

Leanne.

[Georgeste94]

Hi, 

That doesn't work; all I get when I phone 150 is an automated voice and then quickly dismisses to provide you an SM to access a webpage. 

I get these automated text but when I access the webpage and find network issues, the page says it will send me a text but I don't receive this text.

Why is there no option to speak to a human. The automated voice says to speak to someone press "1" then sends a text to not speak to someone and hangs up

[bristolian]

The automated system doesn't require to press 1, it gives an option to press 1. If that system isn't working for you, just press an alternative option instead.

[Georgeste94]

I suggest you try calling 150 before replying; it clearly states "press 1 to speak to someone" and "press 2 for anything else".

I pressed both on two separate occasions and didn't get through to a human but the call ending and never receiving the diagnostic text message..... because I don't receive SMS'

[bristolian]

The wording given by the IVR is to encourage use of the "visual" service on option 1, but option 2 is a perfectly valid one and has options to speak to agents. Even if this was not the case, if one solution isn't working then trying an alternative is always a good choice.

I have called 150 (again) to confirm this.

[Georgeste94]

The solution from the alternative option was an SMS diagnostic. But the technical issue I'm experiencing clearly cannot be solved by the linear communication and outcome of an automated service; if this is there response 

[bristolian]

EE appear to have a policy of encouraging any query that can be resolved via self-service means, to be done so. Yours evidently cannot be and requires CS intervention - therefore the IVR should be treated as a means-to-an-end of speaking to an agent.

Whatever option works, use it!

As a sidenote, is it only automated texts you can't receive? Or are person-to-person SMS also an issue? The former could be an SMS-specific issue, the latter could suggest a port-in issue with your routing data.

[Georgeste94]

I think it may be porting as I changed my number to this EE one but maybe my old number is active or whatever on my account. As every SMS verification doesn't come through but some EE ones do and some do not.

I feel person to person works (checked early last month)