OTP not being sent

[Bryan_Jacobs]

Has this problem been fixed for everyone? I'm still having issues 

[Paulleach]

Still not working for me.

[western1897]

I'm now sorted on my investment site - the solution was driven by them with Sky. I can also get on to NS & I ok, albeit there's a messsge on the front page acknowledging people struggling to get OTPs - not sure this has been solved 

[Amber31]

Worked for what I needed it for (NS&I) but haven't required another OTP since. However, I have bought a new SIM with another supplier as I was out of contract with Sky and was disgusted with their lack of information/urgency/apology!

[Marie0416]

Yes mine is sorted thankfully 

hope everyone else gets sorted soon 🤞

[Bryan_Jacobs]

This is the email I was sent this morning 

Good morning Bryan,

I am writing to you regarding your complaint with Sky Mobile, I hope this message finds you well.

We have received confirmation that the issue our customers were facing when trying to receive one time passcodes has been resolved. Could you please test this and reply to let us know if you are now able to receive one time passcodes? 

Kind regards

Kimberly

[Hotspur+Vik]

I'm getting so fed up with this now, it's been a problem for a whole month. I wrote on here a couple of days ago to say the problem had been fixed and I was receiving my OTPs, but once again today I was unable to make a credit card payment as the OTP didn't arrive. This is ridiculous. I would leave Sky, but I remember when I quit Lyca last year it was because I wasn't receiving SMS's so there's obviously a wider problem.

[James19752]

Well, I have just tried again and it still doesn't work for me from Santander.

I spoke to them on Friday am and they said it should be fixed with 24-48 hours.

[Clemmie479]

It seems the problem I had with OTPs is sorted (for now at least). I remain disappointed with Sky's response time and willingness to divulge information though, it's taken the shine of them for me. I won't renew my contracts with them. 

[AnnKinge]

I have received my first Santander OPT in a month !  I reported to Sky on 14th March - was told 24 hours, then I was told 3-5 days and on 19th March I was again told 3-5 days. When that didn't happen I gave up. all other OTPs coming through fine just affecting Santander. Today one came through. I do find it strange it's only affecting Santander

[Coxy13]

I am unable to receive text messages - including OTPs, doctors links etc very important stuff 

earlier I couldn't call or receive calls but that has been restored, however texting hasn't. 

[Daniel-F · Accepted solution]

Hi all,

Thanks for your continued feedback and comments regarding this issue. 

Work has been done to resolve the majority of the issues seen with our supplier however I am noticing still a bit of noise on the thread with customers saying things have not been working still.

I would like any users who are still having issues to complete another OTP request.  If this is still not working, please use this example whilst completing our form we are using to collating individual examples found here: https://forms.office.com/e/dUU97GjGSU

 We are looking for examples within the last 48 hours.

Thanks,

[James19752]

Mine is still not working after nearly a week.

Just phoned Sky to be told that they are still working on it and to give them another 2-3 days!

This is just not good enough.

I have no access to my online banking, as I need the OTP to get it reinstated.

Sky, get it sorted! Not good enough for the size of company you are.

Let's hope compensation follows for those affected, as it is very frustrating and stressful.

[Paulleach]

Mine is still not working, and I'm not surprised.

[Tudor1]

It has been 3 and a half weeks now since I've been unable to access my mobile banking due to the problems of not being able to receive OTP's.  I read on this forum about having the OTP sent to me my email address.  I have tried twice with Santander but for some reason this does not work either.  I think it time to cancel sky mobile and close and transfer my bank account!