17-10-2018 06:27 PM - edited 17-10-2018 06:27 PM
19-10-2018 08:56 PM
Hi, I have stopped receiving One Time Passcodes (OTP) from my bank, Santander. I have not recently changed anything, network, device or anything else. I have previously received these messages but now don't. I have contacted my bank and they confirm everything is in order at their end and the messages are showing as sent. A check online suggests that this is a recurrent issue but usually seems to affect people who have recently ported a number across from another network. I cannot tell when this change took place, it worked when I last used it, in September, but hasn't worked over the last few days. Phone is iphone 6s and is up to date. Any ideas?
19-10-2018 09:44 PM
@4lan I had a similar issue awhile ago and I found out that I accidentally selected the wrong phone number that the message was sent to from within the app. What others are experiencing with changing networks is not the same issue that your having. Nothing about your settings with EE or Santander have changed. Other having this issue it was their bank trying to send the message via the customers old network gateway and this is not your issue.
20-10-2018 06:19 AM
Hi Chris, The phone number has been checked, and double checked, and it is definitely not that which is my issue. I have checked that I have not blocked the Bank's number from my call list. I have also read that EE are now somehow blocking 'sales and marketing messages' and that this is causing some people problems when receiving messages from 'short code numbers'.
20-10-2018 07:47 AM
Try turning off iMessage. (Any text will go via EE SMS gateway rather than via Apple)
Also are you connected to WiFi calling or the 4G network?
20-10-2018 09:37 PM - edited 20-10-2018 09:38 PM
I don't understand why, but turning iMessage off has allowed me to receive a raft of OTP codes that were sent. Thanks for the help. I received this type of message previously with iMessage on, wierd. Thanks for the help.
20-10-2018 09:44 PM
Thanks for letting us know as this is a common problem. Messages via iMessage go via Apple so the bottleneck is with Apple. Don't forget if you send an emoji now to anyone you will be charged so maybe turn iMessage back on once you are done.
26-10-2018 08:14 AM
02-11-2018 10:03 AM - edited 02-11-2018 10:05 AM
I have recently moved from PAYG to Pay Monthly (my number was moved to a new SIM card on Saturday 27th Oct). Everything was working well, and I got the last SMS on Tuesday at 15:37.
I can send texts, but I am not receiving them. It's very frustrating to not receive them as nothing can be done with online banking or any 2FA service used (and I use 10+ of them daily).
I have tried changing the network manually as suggested (to O2 and back) and switching to airplane mode and back - nothing worked. Restarted the device several times as well. Device is Huawei Mate 20 Pro (new device delivered on 26th Oct).
What can be done to resolve this issue please?
EDIT: Just to add that I've been using EE for 3+ years now and never had this issue while on PAYG SIM card/number.
02-11-2018 11:52 AM
No, I can't receive messages from other people, and I've just tried texting myself, that didnt' work either (phone refuses to send a text to my number).
02-11-2018 01:42 PM - edited 02-11-2018 01:45 PM
I've just tested this, and no I can't receive calls either 😞 I didn't know I have this problem as well! The last call I got was on Tuesday at 10:17am.
02-11-2018 02:50 PM
Thank you for the information. I've called the support team, we've tried several things and there's no apparent issue or resolution for now, so I will be speaking to a second tier suppor team later today.
I will post here once the issue has been resolved (and how it got resolved).
04-11-2018 09:46 AM
Ok, called again in Saturday morning, went straight to level 2 support. My account was "reset" while I was on the call. After restarting the phone I got all missing texts and I can now receive calls as well. So all resolved now.