Not Receiving Santander OTPs

[JaiSkorpio]

Ever since I changed over to the Three network, I've not been able to receive One Time Passcodes (OTPs) from my bank (Santander). I've contacted the bank who have verified my phone number, and that the messages are being sent, I've contacted Three who have verified that I am able to receive SMS messages and tested the service on my device. They also raised my Spend Cap in case that was causing an issue (the OTP messages are free). I've since been back to the bank who have again verified that everything is right at their end. So now I'm back here.

I've now missed a payment on my mortgage because I cannot transfer money out of my account, as I cannot verify the OTP on my phone, and everybody keeps batting me backwards and forwards. Is it worth contacting the ombudsman to have this taken seriously? I really don't know what to do now because nobody is taking responsibility. I am able to receive SMS from everybody else, good signal, I've restarted the device many, many times. Is there some sort of technical "fix" for this issue? I can't be the only one...

[Elvis1977]

we have the same issue, New iphone 15, and the Bank confirms OPT sent.. no help from 3 so far..

[ketchup701]

To any moderators reading this:

I demand immediate attention resolving this issue, as I cannot access personal accounts.

Your support acknowledged the issue but closed the case without any timelines for a fix.

[Dtliddle]

@QueenV83 did you port in from another network?

[QueenV83]

Have you had any luck sorting this. I am in exactly the same position and really need it fixed 

[Dtliddle]

Could this be a split port issue? Do you know what provider Santander use to send their SMS messages? Perhaps they use the provider you ported from and the port wasn't fully completed?

[JohnD]

Hey @JaiSkorpio 

That's really frustrating to hear. I'll send you a PM to get you in touch with some colleagues that can help. We'll need to get some info from you and get this escalated.

To view your private messages on the community, click on your avatar image in the top right of any community page, then "Messages".

Thanks,
John

[Sarkhell]

I have the same issue I can’t receive my OPT not any text message, but I can send texts from my three number 

[sc1999]

There are a number of posts mentioning other, the problem is thar people never, well rarely, come back and accept a solution which makes it harder for others.

I cannot help and I am not prepared to read through the posts to see if anyone found a solution.

I would suggest a pm to a moderator as they are you best chance of a solution.

[JaiSkorpio]

Again, I cannot find any other questions that mention Santander, or even bank OTPs. I can only find results about Three's OTPs which I am receiving.

I would be interested to see if anyone else in the community has had this problem before, and what action was taken. As far as I can see, I am the only one still.

[QueenV83]

Have you had a solution to this? I am in exactly the same position and no one is helping!!