Not receiving some texts (verification codes, some texts from companies etc.)

[cantharella]

Suddenly out of the blue I started having problems with receiving some text. Mostly it affects verification codes sent as a part of 2 step authentication - most of the time I don't get them all, sometimes they come a few hours later. I also had a few other texts that I was meant to receive but didn't, or they came late (things like booking confirmations or delivery update from the Royal Mail).

This is really annoying me, and it means I might get locked out of my online banking, work email, and many other important things that use 2 step authentication.

I'll add that I've been with the O2 for more than 10 years on Pay Monthly, use an iPhone XR (had it for almost 2 years). My software is up to date (updated recently) but the problem started before the last update. I tried things like restarting the phone, resetting network settings etc. - it didn't help. I checked network coverage in my area, all okay.

[Cleoriff]

@cantharella 

Check and see if you have a Spend cap applied.

Also short codes can be premium rate services so you might have a block on your account which will need checking by customer services.

All numbers in this guide Guide: Coronavirus Community Help and Support 

Edited to add this guide Guide: Text Message Tips (not sent or received) 

[cantharella]

Thank you for your reply. I do not have a Spend cap, never had it, I checked. I still receive some texts from short codes, just not all of them. I don't have any blocking on my account.

[MI5]

@cantharella 

We recently had another customer with this issue which turned out to be a faulty phone.

Can you try your sim in another phone to see if you can receive them then?

[cantharella]

I tried putting my SIM card in a different phone, still the same issue, couldn't receive verification texts (tried 3 different websites, so definitely not their fault).

[MI5]

So must be an account or sim issue then @cantharella 

Pop into your local O2 shop and get a new sim to rule that in or out next.

[cantharella]

I have replaced my sim card and even upgraded my phone (had iPhone XR, now iPhone 12). The problem still persists, I still don't receive texts with verification codes and possibly some other texts (from Royal Mail, DPD, other companies etc). I'm very frustrated 

[MI5]

So that just leaves an account issue which customer service need to check for you @cantharella 

[cantharella]

My problem still persists and haven't found any solution, despite getting a new SIM card and a new phone, and spending along time on the phone to Customer Service.

Still don't get most short-code texts, which causes me a lot of problems because so many things rely on 2 steps verification now - I got locked out of my work email (luckily my IT team sorted it), couldn't fill out online forms before a dentist appointment, couldn't access files sent by a client etc. So annoying!!! 

I found Customer Service rather unhelpful - when I call 202 I have to tell the same story again & again - do they not have any notes of the issue on my account? Every time the person I speak to asks me bright questions like 'do you have a spending cap' when they should be able to see I don't! Or they make suggestions I speak to Apple. Then they 'fill out the form' to pass it on to the Technical Team. Last time I called on the 13/07 I was told the Technical Team would call me in 5 working days. It's been 8 working days, they haven't called me, so I called 202 again, was told all they could do is to fill out the form again and the Technical Team would call me in 3 working days! Fuming 😞 

[gmarkj]

Can you lean in to support @O2Georgina @O2nath_ci or @Anonymous?