Not receiving OTP codes

[Babington]

I have recently moved to EE and kept my number. I can't receive OTP codes. I've spoken to EE on 150 several times and it's still not sorted. I contacted one of my online accounts and they gave reset my info their end but it still doesn't work. It seems there may be a porting issue having read previous posts? I'm going round in circles and need to sort this. If I can't sort as soon as I will have to go to a other provider and leave EE in my 14 day cooling off period. HELP! 

[bristolian]

When exactly was "recently" that you ported-in? Have you received the port-in complete notification by text?

Can you receive person-to-person texts? And are all automated texts affected, or just those form particular senders?

Can you expand on what you mean by "spoken to EE several times and it's still not sorted" - what exactly was advised, and offered by means of solution?

[Babington]

Thank you for your reply Bristolian

My porting was completed on Monday and I received a text from EE to confirm this. I was advised to turn my phone off and on again to activate. 

I have tried to log onto my HMRC account, NS&I, my motor insurance and other online accounts and I am not receiving the OTP for any of these.

I spoke to EE who said they had refreshed and updated the network settings. This did not sort the issue. I spoke to EE again and they advised waiting a further 24 hours. Still not working.

I rang one of my important online accounts and we reset everything their end to ensure there wasn't an issue. With this in mind I believed it was logical to assume that if doing this sorted the issue then maybe I needed to reset all my online accounts. However this did not solve the issue. 

Therefore it appears to me the most likely reason for this is that the porting has not been correctly carried out? 

I am now waiting a further call back from EE

[bristolian]

Sounds like you're doing the right things so far. If multiple automated senders are affected, it does point away from any of them being at fault.

CS should be following their technical escalation process if the first-line script fails to resolve, and ultimately a single-user-fault should be raised - this will have a reference beginning INC.

[Babington]

Thanks Bristolian

Escalated this morning to level 2, call back, eventually sorted then all the 100s of OTPs came through bombarding me at the same time 😂

Thanks for your help 🙃