Not receiving OTPs from overseas

[strike4A]

I am trying to login to Hellenic Bank in Cyprus either via their app or online from here in UK. In both instances they try to send a OTP via text to my phone as the last step to login. Previously this has worked but now it is not. Hellenic Bank say it could be an issue with my carrier, i.e. Sky.

I have an iPhone 14 Pro and roaming is on. Any help appreciated.

[caesarome]

Your issue might be related to this issue which is being discussed at length here:

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

[strike4A]

I read that thread but that seems to be for people not receiving OTPs at all. I get them from UK based banks, HMRC etc but not overseas. My number is registered in the correct international format with Hellenic Bank.

[Vix50]

I'm having the same problem, though it has worked previously. Don't log into Hellenic Bank that often, but it worked when I last did, which was arounf New Year.

[strike4A]

Did you resolve this? Just got off the phone with Sky and was advised no issues their end.

[Vix50]

No. I called cutomer service and they suggested a new sim, which never arrived and turned out was never sent. Anyway roll on to now, finally have new sim and 5 minutes to sit down and swop it, try again with Hellenic bank, and still no joy!

Am going to have to contact the bank ang Sky again. Someone has changed something somewhere, everyone is denying it is them, but I still cannot access my bank account!

[JNDY]

I am having this exact same problem!  It's been ongoing for several weeks now. 

I have registered with Hellenic and opened a Cyprus bank account as part of the Visa process but do not receive the OTP passcode to verify the account so I can log into it. 

Numerous calls to Sky and Hellenic customer support has not solved the problem! 

I got a new PAYG sim and used 5GB of data on a total of just 30 minutes international calls and still no luck. So it's costing a fortune to try and solve. 

What do people suggest? 

[strike4A]

I gave up in the end. Spoke to many tech people at Sky Mobile and they couldn't solve it.

Seems to be an issue between Sky Mobile and O2 who's network they use. Sky Mobile has some extra spam filter or whatever that blocks some genuine OTPs etc.

Ended up porting my number to O2 and I can now receive OTPs from Hellenic Bank no problem.

[JNDY]

Why on earth can't they sort it out though??

Can someone tell me is getting the OTP passcode a one-off thing for when you log in, or will one be needed every time you log in? 

If so, I think I might look to swap network providers myself, otherwise it's going to be a right hassle using a different sim every time just to log in. 

How long does it take to port your number across and go with another network? 

Not switched in years,.

[strike4A]

They couldn't sort it out for me because I was never able to speak to a Sky Mobile employee who had the full technical understanding of the issues. It was always a case of "we'll go back and talk to our tech team and come back to you". Of course, they never did and every time I called up to chase I had to start from square one and explain everything again. Thoroughly unsatisfying experience.

You don't need an OTP every time with Hellenic Bank. More of a periodic thing every once in a while and if you ever change the handset.

Porting very easy these days and can be done in a day.

[GeorgiosP1]

Hi all

I have exactly the same issue when I got a new phone and had to download the app again. I realised that I stopped receiving OPTs. I spoke to Hellenic Bank Customer service and advised me that there was no issue on their end. Spoke to Sky but no luck. Completely unable to assist.

But I called Hellenic Bank again to query and when I mentioned that my provider was Sky mobile they advised that they are aware of the issues and they proposed a different way of receiving the OTPs. 

Long story short, a technician from Hellenic bank called me the next day and altered their system in order to receive the OTP on an email, and going forward if I want to log on to the Internet bankking I;ll be receiving push notification from the app.

5 STAR customer service by the bank, 0 STAR to SKY Mobile.

[Vix50]

I too gave up with Sky. I got a new SIM and that didn't help. I spoke to Hellenic bank again and they activated various things on the app which I now access through face recognition and not only can I do what I want on the app, but it will then authenticate what I need for the computer. Five star ⭐️ to Hellenic bank and multi point to Sky