Not receiving security texts after porting

[Sls1972]

I ported from Vodafone to Three today, mostly working however, security texts eg NHS app Universal credit, banks are not coming through.  Had no issue when I was Vodafone.  

SMS are also slow to send out.  

Presuming something hasn't quite worked in the porting? Lady i spoke to from Three first was not helpful.  2nd lady was but I'm lacking faith... 

Any suggestions?  

Thank you 

[JonathanB · Accepted solution]

Hi @Sls1972,

It looks like the more widespread issue with automated messages has been resolved. Please let us know if you still need any help.

Thanks,
Jonathan

[kaisza]

Hi Jonathan, 

I didnt want to start a new conversation as i think my issue is the same but please let me know if i should. 

I just ported to Three and i have been having the same issue. I cannot receive NHS A2P messages to my device. I checked to see if it is a NHS issue by registering a different number and it worked. I changed it back to my number and no messages are arriving which means i cannot log into my NHS App. 

[Sls1972]

I meant to add, you will get the three texts but theirs always seem to come through.  I did get theirs but no one else's. 

[Sls1972]

Contact 3 and tell them you are not receiving the OTP (one time passcodes).  Mine was a porting issue, they didnt port correctly. Get them to check it for you. 

[kaisza]

Thanks will try calling them

[JonathanB]

Hi @Sls1972,

The more widespead issues with receiving OTPs and verification texts appear to be resolved. Are you now receiving these? As I mentioned before, I'm not sure this explains everything you've been experiencing, but please let me know how you're getting on and if you're seeing any improvements?

Thanks,
Jonathan

[JonathanB]

Hi @Sls1972,

Sorry to hear about the issues with your port. We're looking into some similar issues around security/OTP (One Time Passcode) messages for a few customers who have recently ported. The element of your RCS not registering, and slow texts hasn't been mentioned by the others though,

Can you both make and receive calls okay? When you ring someone does it show them the number you ported or the temporary Three number? How about with normal texts from other mobiles, are they being received?

Thanks,
Jonathan

[Sls1972]

Hi Jonathan.

I can make and recieve calls okay.  I'm getting some texts. 

OTP are the ones not getting through, plus my number is stuck on verifying on RCS on google messages.  

Everything else seems to be working.  

I've checked the sim in my old phone same issue. OTP not being received. 

Three said it should be working tomorrow... and allow 72 hours but I'm not so sure. It's got to be a three issue as I had no problems on Vodafone whatsoever.  

[JonathanB]

Hi @Sls1972,

It sounds like this could well be a split porting issue based on what you've shared. I'm not certain your case is the same as the others we've been seeing as there's a few differences, or possibly you've been affected by 2 issues simultaneously.

Does your phone settings allow you to switch RCS off, or is it "stuck" on this on but verifying message? I think it may be best to switch it off till the porting issue has been addressed, then try activating again once you're receiving normal SMS consistently.

Did the team advise they'd raised an investigation with our porting team, and that they'd be back in touch within the 72 hours?

Thanks,
Jonathan