2 factor authentication not working

[Becks74]

I recently bought a new sim for my partner. 2 factor authentication now doesn't work on his phone!

[caesarome]

@Becks74 

Is this for his Sky email account or something else ?

Has he got a new phone number ?

[Becks74]

He ported his old number from a different network. It's for text message 2 factor authentication. It worked fine until the switch took place now codes don't come thru 

[caesarome]

All the account holder can do is to call Sky on 150 (say nothing when asked by the bot and remain on the line) to report this to them so they can take the details and pass it through to another team to investigate.

[Becks74]

Thank you. I was going to call them tomorrow, but thought I'd try on here first 

[Marrone]

Did you ever manage to get your problem resolved? My husband & I both changed to Sky mobile recently but are now experiencing serious restrictions with our online banking. I called AIB, who said it's a known problem (?) and then Sky, who said to contact AIB! It's more than 7 months since you posted & I'd like to know if Sky has fixed this for anyone. I've only got limited access to my bank account online, but my husband has no access to his.

[MrWeeber]

I have the same issue currently - I don't seem to get any authentication messages for any of the services I need to complete 2FA for over the last two weeks. 

I spoke to support who promised me the technical team was going to look into it, but so far no contact or resolution 😞 

[Marrone]

Don't hold your breath for a follow up. Sky helpline told me nearly a year ago that "it's a known issue" and they were already looking into it. I've never heard another thing since and still can's use 2FA.

[MrWeeber]

I hope that's not true or they will be losing my business, contract or no contract. 

I would take my whole family with me too!

[MrWeeber]

Just to update:

I have spent several hours discussing this with various 'support' members. I have no confidence that anyone really cares about my issue, you just get stock responses like 'I will escalate it' and no one will give a timeline. As such, I have zero confidence this will get resolved this week as I need it to be. 

I have spoken with the cancellation team, and they did at least agree to waive any cancellation fees for moving my families contracts elsewhere. However, it's very sad when a company would rather lose customers than deal with a critical issue in a timely manner.