topic Re: Not receiving OTP texts after PAC transfer in Network

Not receiving OTP texts after PAC transfer

Jcroppa — Sun, 11 May 2025 07:00:14 GMT

Hi,

After moving to three and porting my phone number I don't seem to be receiving verification emails from apps e.g. banking apps, NS&I etc. all other texts / calls working ok.

Can anyone help?

I noticed there are a few other similar threads, but no solutions.

Re: Not receiving OTP texts after PAC transfer

jr0 — Sun, 11 May 2025 08:30:31 GMT

Where did you port from? I mean who was you previous operator? Let me guess O2?

Didn't ask, but when was your porting or transfer meant to complete?

Re: Not receiving OTP texts after PAC transfer

Jcroppa — Sun, 11 May 2025 09:15:10 GMT

Correct O2 and I had a text from three on Thursday that all was completed.

Re: Not receiving OTP texts after PAC transfer

PeteG — Mon, 12 May 2025 08:45:22 GMT

That's not so good.

It sounds like the port in will need to be double checked by the support team in order to make sure all of the routing is fully updated.

Pete.

Re: Not receiving OTP texts after PAC transfer

Jcroppa — Mon, 12 May 2025 11:04:49 GMT

I've just had an email from ****@gmail.com claiming to be three support.

Is this legit?

Re: Not receiving OTP texts after PAC transfer

JonathanB — Mon, 12 May 2025 11:09:33 GMT

Hi @Jcroppa,

We don't use @gmail.com emails to contact customers so this sounds like phishing or some sort of scam. It looks like it could be a personal email, so we've removed this from the post.

The best thing to do with an email like this is forward it to report@phishing.gov.uk

Here's a link to more info about how to recognise and report scams.

Thanks,
Jonathan

Re: Not receiving OTP texts after PAC transfer

mrscee168 — Mon, 12 May 2025 14:27:39 GMT

@PeteG there are several of us reporting the exact same issue after porting from 02 last week - at least 4 or 5 that I can see on the thread I started @chrisamos1 and I both told that the porting is ' successful' clearly it's not and there is a wider issue here. Anything you can do to help join the dots would be appreciated.

Re: Not receiving OTP texts after PAC transfer

Anonymous — Mon, 12 May 2025 14:48:33 GMT

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

Re: Not receiving OTP texts after PAC transfer

JonathanB — Tue, 13 May 2025 10:26:24 GMT

Hi everyone,

We're still awaiting an update from our porting teams, but a similar topic was also shared that turned out to be a handset settings issue, so I'd encourage everyone to check out: Not receiving SMS Verification Text messages for some applications.

Please let us know if this helps.

Thanks,
Jonathan

Re: Not receiving OTP texts after PAC transfer

Sls1972 — Tue, 13 May 2025 20:16:20 GMT

I've just ported from Vodafone to Three and I'm having the same issue. I can't receive 2FA texts from eg banking apps or universal credit.

Sms are slow to send too. I called three and they've told me it was a failed porting and they'll need to look into it. I don't have iphone I have a samsung s25 so no option to turn off messaging as the other help states on this forum. I've just got to hope that three fix it.

Re: Not receiving OTP texts after PAC transfer

Jcroppa — Wed, 14 May 2025 06:59:22 GMT

Hi,

Any update, the query I had open with three support has been closed stating not a three problem.

This is becoming a real issue for me and lots of other customers, based on the number of messages.

Re: Not receiving OTP texts after PAC transfer

JonathanB — Wed, 14 May 2025 09:05:25 GMT

Hi @Jcroppa,

We're still looking into this issue, but this has been escalated to a high priority. I'm making sure all the feedback on this is highlighted, so hopefully it won't be too much longer till this is sorted out.

Thanks,
Jonathan

Re: Not receiving OTP texts after PAC transfer

JonathanB — Wed, 14 May 2025 15:27:06 GMT

HI @Jcroppa,

Have you started to receive these messages since this afternoon? Some others have mentioned receiving some of their OTP/verification messages earlier.

Thanks,
Jonathan

Re: Not receiving OTP texts after PAC transfer

Jcroppa — Wed, 14 May 2025 18:39:07 GMT

Hi Jonathan,

Yay, looks like it's working.

Thanks

Re: Not receiving OTP texts after PAC transfer

mrscee168 — Wed, 14 May 2025 18:45:53 GMT

Same! @JonathanB what was the issue? Feel way too invested in this now....

Re: Not receiving OTP texts after PAC transfer

JonathanB — Thu, 15 May 2025 11:57:57 GMT

Awesome news! Thanks for confirming, very glad to hear we managed to solve this.