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Discussion topic: Not receiving OTP

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This message was authored by Fayelouise2016 This message was authored by: Fayelouise2016

Re: Can not receive verification SMS after porting from Tesco Mobile

Sorry, maybe I was not clear, I said I had completed all trouble shooting by sky.

they have escalated the issue to another team, but from reading other comments on the community this seems to be a know issue and not just a new one.

This message was authored by Daniel0210 This message was authored by: Daniel0210

Re: Can not receive verification SMS after porting from Tesco Mobile

Posted by a Superuser, not a Sky employee. Find out more

@Fayelouise2016 

The issue we've seen has mainly been customers moving over from O2. At least you know it's being investigated. 


▪️I AM NOT A SKY EMPLOYEE ▪️
Sky customer since 2001
with: Sky Q | Sky Superfast Broadband | Sky Talk | Sky Mobile
NOTE: I only provide help on the forums and NOT via PM
This message was authored by Fayelouise2016 This message was authored by: Fayelouise2016

Re: Can not receive verification SMS after porting from Tesco Mobile

Tesco Mobile uses 02 and this maybe the issue. I would have thought if this was a previous issue then a fix would be in place 

This message was authored by Daniel0210 This message was authored by: Daniel0210

Re: Not receiving OTP and verification codes

Posted by a Superuser, not a Sky employee. Find out more

@MA2001 

To save duplication I have merged your post into a thread already discussing this topic. 


▪️I AM NOT A SKY EMPLOYEE ▪️
Sky customer since 2001
with: Sky Q | Sky Superfast Broadband | Sky Talk | Sky Mobile
NOTE: I only provide help on the forums and NOT via PM
This message was authored by Fayelouise2016 This message was authored by: Fayelouise2016

Re: Not receiving OTP

Any update on this, I have the same issue

This message was authored by Clareridds This message was authored by: Clareridds

Re: Can not receive verification SMS after porting from Tesco Mobile

Hi @Fayelouise2016

 

I'll look to get some more information for you regarding this issue. I need a few more details from you please to get this started. 

 

Can you list all banks, websites, organisations and gov websites etc that you are trying to access where a passcode is needed and I can pass these onto a techincal team to look into? 

 

Thank you,

Clare

 

Community Manager

Clareridds

Community Manager

 

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This message was authored by Clareridds This message was authored by: Clareridds

Re: Not receiving OTP and verification codes

Hi @MA2001 

 

I'll look to get some more information for you regarding this issue. I need a few more details from you please to get this started. 

 

Can you list all banks, social media platforms and which university organisations etc that you are trying to access where a passcode is needed and I can pass these onto a techincal team to look into? 

 

Thank you,

Clare

 

Community Manager

Clareridds

Community Manager

 

Have a story you want to share with us? Send your Thanks to Sky here

This message was authored by Daniel0210 This message was authored by: Daniel0210

Re: Not receiving OTP and verification codes

Posted by a Superuser, not a Sky employee. Find out more

@Clareridds 

Hi Clare, there's another thread ongoing concerning this issue

https://helpforum.sky.com/t5/Sky-Mobile/Not-receiving-OTP/td-p/4229611 


▪️I AM NOT A SKY EMPLOYEE ▪️
Sky customer since 2001
with: Sky Q | Sky Superfast Broadband | Sky Talk | Sky Mobile
NOTE: I only provide help on the forums and NOT via PM
This message was authored by Fayelouise2016 This message was authored by: Fayelouise2016

Re: Can not receive verification SMS after porting from Tesco Mobile

HSBC UK

Santander

Gov.com

Whats app

Amazon

Tesco Mobile.

NHS website

Microsoft verification

 

i can not set up any of my apps without this info.

 

This message was authored by Clareridds This message was authored by: Clareridds

Re: Not receiving OTP and verification codes

Thanks @Daniel0210 - will also share this information with our tech team 👍

Clareridds

Community Manager

 

Have a story you want to share with us? Send your Thanks to Sky here

This message was authored by MA2001 This message was authored by: MA2001

Re: Not receiving OTP and verification codes

Hi,

it is Barclays and my university organisation (the university of south wales), also Snapchat, Facebook and I suspect many more that I haven't yet tried.

ideally I need this sorted out by Monday, because my cooling off period ends on Saturday next week and if this issue is not resolved I will unfortunately have to terminate the contract and go back to my old provider 

This message was authored by Daniel0210 This message was authored by: Daniel0210

Re: Not receiving OTP and verification codes

Posted by a Superuser, not a Sky employee. Find out more

@Clareridds 

Thanks, I'll put a covering post in the other thread. 


▪️I AM NOT A SKY EMPLOYEE ▪️
Sky customer since 2001
with: Sky Q | Sky Superfast Broadband | Sky Talk | Sky Mobile
NOTE: I only provide help on the forums and NOT via PM
This message was authored by Daniel0210 This message was authored by: Daniel0210

Re: Not receiving OTP

Posted by a Superuser, not a Sky employee. Find out more

The Community Management Team have been made aware of this issue, and another thread on the same problem, and it's being passed to a Technical Team. 


▪️I AM NOT A SKY EMPLOYEE ▪️
Sky customer since 2001
with: Sky Q | Sky Superfast Broadband | Sky Talk | Sky Mobile
NOTE: I only provide help on the forums and NOT via PM
This message was authored by FV1959 This message was authored by: FV1959

Re: Not receiving OTP

I am having the same problem, I ported over from O2 and kept my number and am on the phone to Sky about it as I am writing this.  So far they have not been able to find the fault which I am not happy about.  I have phoned them three or four times before but they say they have escalated the problem up but when I phone back they tell me it's not been escalated.  If this is not resolved today I will go back to O2

This message was authored by Fayelouise2016 This message was authored by: Fayelouise2016

Re: Not receiving OTP

Snap, i am giving them untill the end of the day or i am going back, i was told it was not esculated and then i was told it was. 

I am not filled with confidence i must say.

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