Not receiving OTP codes after moving to EE

[Sally145]

Hi, I moved to EE about a week ago - I kept my old number from my old provider. The number transferred over a week ago however I am not receiving the OTP from my bank. I have spoken to EE but what they done didn't work, can you advise what I do next?

[bristolian · Accepted solution]

Can you receive person-to-person texts, or are all incoming SMS affected?

You did the right thing in contacting EE-CS to report this issue, they have a process to resolve issues like this. How were things left with them, what did they offer by means of resolution when you told them that the issue was still ongoing?

If you've not already done so, contact CS again and make sure they are clear that whatever it was they tried previously, hasn't worked. Please don't hang up the call until you're happy the issue has either been resolved, or that a single-user fault has been raised.

[Sally145]

I can receive all other texts just not the OTP texts or authorisation codes for the same bank.

They said it should resolve itself within 24 hours - I spoke to them through chat when you ring 150 rather than on the actual phone. Do you recommend I speak to someone on the phone rather than through that chat option?

Thank you.

[bristolian]

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@Sally145 wrote:

I can receive all other texts just not the OTP texts or authorisation codes for the same bank.

They said it should resolve itself within 24 hours - I spoke to them through chat when you ring 150 rather than on the actual phone. Do you recommend I speak to someone on the phone rather than through that chat option?

Thank you.

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Are you saying that only one specific sender is affected? But other senders - including automated ones - are affected? That would tend to suggest an issue with the sender if so.

If you were advised the issue should be resolved, and it's not - then yes - you need to report to CS that further action is required. Use option 2 to speak to an agent.