topic Re: OTP codes issue in Network

OTP codes issue

mrscee168 — Fri, 09 May 2025 15:20:34 GMT

Experiencing the same issue as others have reported -:unable to receive OTPs from anyone other than 3 having recently ported. Cannot make bank payments, log into several accounts, or reverify my WhatsApp. So incredibly frustrating to see this known issue and it cannot be addressed for at least 72 hours meanwhile the clock is running down for me to return the handset and cancel in cooling off period. All the while I'm unable to use my banking and other critical apps. Really regret moving from 02. Tried everything!

Re: OTP codes issue

MattJ — Fri, 09 May 2025 16:32:14 GMT

I'm having exactly the same issue, number was ported from O2 on Tuesday and also not able to receive OTPs other than from three

Re: OTP codes issue

mrscee168 — Fri, 09 May 2025 16:48:29 GMT

Omg it is SO bad. So they ' investigated' and found all supposedly fine with the porting and just ' closed' my query without any explanation. The customer service is horrific. I will send the phone back but will now end up without whatsapp my primary messaging app for several days as I can't reregister it on my old phone. Have you got anywhere with them??? Sounds like it's a known issue.

Re: OTP codes issue

MattJ — Fri, 09 May 2025 16:57:11 GMT

So far I've only been on live chat with them, was transferred about a bit and told everything was OK. Eventually was told they apparently have raised a case and should hear back within 7 days

Re: OTP codes issue

mrscee168 — Fri, 09 May 2025 17:09:25 GMT

Ah ok. Well for me they raised a case and closed it within a few hours as apparently everything is fine. Going to cancel the contract in the cooling off period as it has been really challenging so far and can't risk it not getting sorted.

Re: OTP codes issue

jr0 — Fri, 09 May 2025 17:44:37 GMT

Hi again

if @MattJ is also having problems with O2 it is sounding that the problem could have been between O2 and Three.

None of you will get you problem fixed over the weekend. Just in case the problem had been resolved and you are not aware please enable airplane mode and then disable it a moment later.

@mrscee168if you have a device contract and you are in the cool off period, but the service is not the expected because the of the porting issues, imo you should be allowed to extend the cool of period. Maybe check T&Cs.

Re: OTP codes issue

mrscee168 — Fri, 09 May 2025 18:08:16 GMT

Thank you! Good thought will check.

Re: OTP codes issue

chrisamos1 — Fri, 09 May 2025 21:58:07 GMT

Same issue for me and the same message from them saying 72 hours to fix but based on comments from others I’m unsure they will fix it. I’m less than 4 days in from O2 and if it is not fixed I’ll also be cancelling as I need OTP to be able to work

Re: OTP codes issue

mrscee168 — Fri, 09 May 2025 22:22:03 GMT

Hmm sounds like there are a few of us with this issue is there a moderator that can help? They now closed my query saying it has been resolved when clearly it hasn't. Also not confident they will fix it when they insist everything I'd fine.

Re: OTP codes issue

Jcroppa — Sun, 11 May 2025 07:33:42 GMT

Hi,

I have the same issue AND ported from O2. I was told to contact verification code issuers.

I will keep an eye on this thread and raise another call with three support.

Re: OTP codes issue

jr0 — Sun, 11 May 2025 08:22:54 GMT

To narrow down if it's a problem with Three or the other network operators that might be involved try the following if you can (be bother with, after all it's their mess to clean but you are the one suffering so the usual mention of complaining to ofcom and ombudsman might expedite or get their proper attention)

1 if you have someone else on three ask them to ring or send a text to you - if works try the next point

2 from another network (non three, the likes of EE or voda or vmo2 or even fixed phone) ask someone to call you or send SMS to you.

If both points work there's no problems with portability. 😊

If only the first works it's likely to be something on vmo2 and/or the mobile operator owner of the phone number.

If 1 doesn't work it's unlikely 2 will work. And in that case I'd say, pop in back the O2 SIM if you can and repeat 1 and 2 (always ask to ring or text the porting number). in this scenario (with O2 SIM in) if 2 works that means O2 and/or the number owner didn't complete portability. In case 1 works that also means three hasn't done portability.

Tagging the moderators to see if they can help

@JonathanB @Maxine @PeteG

Re: OTP codes issue

mrscee168 — Sun, 11 May 2025 08:27:50 GMT

Hmm more and more of us appearing. I've had absolutely no traction with customer service either just going round in circles.

Re: OTP codes issue

mrscee168 — Sun, 11 May 2025 08:35:33 GMT

Thanks for your efforts to help @jr0

Re: OTP codes issue

MB22 — Sun, 11 May 2025 09:51:03 GMT

Exactly the same problem for me - ported over from O2 four days ago and realised two days ago that I'm not getting any OTPs except from three themselves. Contacted customer service and eventually was told the 72 hours thing. Not holding out much hope on it getting resolved.

I'm also not getting all standard texts through. I've tested this and anyone also on three network I get 100% of the texts through; anyone on another network such as O2, I get maybe 50% of sent texts, the other half just never arrive.

Here's where it also gets interesting/confusing. Maybe someone with technical knowledge can explain this and it may be a short-term workaround for others: I got a new phone as part of the switch. I still have my old phone. Once I realised there was a problem with texts post number port, I put my new three sim in my old phone to see whether it would work any better on there. I then tried logging in to an account that needed an OTP code and the code text came through straight away. I then put my three sim back into my new phone and tried the same account again. Code came through straight away again. 'Ok great, problem solved' I thought, maybe something got reset by swapping the sim between the phones. But no, when I then tried another account that also needs OTP codes it didn't come through. So every other OTP code that isn't from three is still not coming through on the new phone with the exception of the one I tested with my three sim swapped into my old phone, which continues to work.

Presumably, in a pinch, if I put my three sim back into my old phone and go through various accounts that need OTPs to log in I could replicate the process and 'unlock' them one by one for my new phone. But I'm not going to, partly because (obviously) it's not a long-term solution and this needs sorting out properly but also because I want to be able to test whether it has been or not.

Re: OTP codes issue

mrscee168 — Sun, 11 May 2025 10:44:16 GMT

Interesting- I tried putting the sim into my old phone as had seen this in my random googling but didn't work for me. No idea if I'm getting all texts either as I guess if I'd missed them I wouldn't know and most people I message with would use WhatsApp. Did you get anywhere with customer services ? I've been told so many different things - including that it may be a faulty sim ( don't think this is plausible) and to go to the three store . Every time I call I have to go through the full explanation again and told to check spam filters and reset mobile network all which I did on the first call.

Re: OTP codes issue

MB22 — Sun, 11 May 2025 11:09:50 GMT

I spoke to them on Friday and yes we went through the resetting the mobile network and all that stuff. Then I was told it was going to be referred to the technical team and would take 72 hours. I've had a call back from the same customer service agent just now saying that as far as technical are concerned there's no issue at three's end and asking me if the issue is resolved. I told him it certainly isn't so he's updated the system to refer it back and apparently I should get a further call back from someone tomorrow. I doubt anything will have been resolved before then and they'll probably just keep stringing it out further.

Re: OTP codes issue

jr0 — Sun, 11 May 2025 11:53:52 GMT

I forgot that some of you may have RCS active and in this case the SMS is not really standard ( it's like SMS over cellular/WiFi data provided by Google/android and apple). Also it makes sense to me that not every company/enterprise is using Three to send OTPs, and that is probably why @MB22 can get OTPs from three but not for other stuff or 50/50. So my apologies for the SMS option when gave the troubleshooting options and instead maybe call and wether it rings (no need pick up).

For doing cellular data your phone number it is not required (this done using an even longer number called IMSI)

Re: OTP codes issue

MattJ — Sun, 11 May 2025 13:03:12 GMT

I've had no luck yet. Like others, I've been told to contact the companies I've been having issues with, but there are too many for them all to be at fault! I haven't heard anything back from the case they said they had raised either. The only message that has been successful was from three themselves, to log into my app and they sent a test message.

Re: OTP codes issue

mrscee168 — Mon, 12 May 2025 14:01:37 GMT

@MattJ @MB22 @Jcroppa @chrisamos1 quick update - I had a call from the escalations team and according to the porting team they are saying the porting was completed successfully. ' Everything is perfect' I really can't see what else it can be though given we all have exactly the same issue and I received otp codes without issue just a few hours before porting. ! It is now being escalated further. Has anyone else had any luck?

Re: OTP codes issue

Anonymous — Mon, 12 May 2025 14:49:04 GMT

Clear storage and cache in your Messages app, and then make sure that it is your current mobile number showing.