Verification code not been sent to mobile

[BrianTierney]

I login into my account and i get the message that verification code is beeing sent to my mobile number but it never arrives.  I don't have my recovery code.

[Mark39]

Is the mobile number ending in 220 yours?

[BrianTierney]

yes - nothing has changed - I've been receiving these messages for a long time - on my current handset I can see messages back to August 2023

[Mark39]

I don't know what the cause might be, then, I'm afraid. There haven't been any other recent reports of Verification codes failing to appear, so it wouldn't appear to be a general Sky issue. 

I can only suggest what you've probably already thought about - giving Sky and / or your network provider a call.

Without the Recovery Code, it will be difficult to turn off 2 step verification, which would get around the problem, at least temporarily.

[caesarome]

Out of interest @BrianTierney what mobile network are you on, it isn't Sky Mobile is it ?

[BrianTierney]

thanks @Mark39 @caesarome 

yeah phoned Sky yesterday - no use at all - they actually ended up passing me through to cancellations - poor guy there didn't know what was going on!!! The cancellations guy suggested contacting Yahoo!

I was with virgin mobile - who I believe have now been taken over by O2 - I haven't tried them - cause I've been receiving other texts and notifications - but I'll give it a try.

I let you know how I get on.

[Mark39]

@BrianTierney there's a Sky support team that can turn off 2 step verification on your behalf, if necessary. Unfortunately it appears that their existence isn't well known amongst the front line advisers and I suspect it would be a struggle to be passed on to them, and may well require many attempts. 

You could try the account manager here to turn off 2FA. It still means a Verification code will be sent, but it's just conceivable that it might be processed a different way (clutching at straws, I'm afraid): https://accounts.sky.com/modify/mfa/methods

[BrianTierney]

@Mark39 - thanks - tried the alternative link - still no luck!  

I also contacted O2 who checked that there was nothing being blocked from their side - and they sent me several OTP codes during the call.

I'll try to track down this "top secret" Sky Support Team who can hopefully disable the 2 step verification for me.

[BrianTierney · Accepted solution]

Hi All

So I put my sim card into another handset and hey presto ! Verification code miraculously appeared.

I had cleared cookies and cache from my phones google chrome (I had seen mentioned in another post) so I don't really understand what the problem was (a bit annoying) but anyway problem solved and 2 step verification has been turned off.

Thanks again for all your help

[caesarome]

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@BrianTierney wrote:

Hi All

So I put my sim card into another handset and hey presto !

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Glad you have received it now. 

[Mark39]

Very odd. As long as it worked....! MFA can work safely as long as you have a separate note of the Recovery Code so that you can turn it off in an emergency even without having access to your email account.