Hi Riki, sorry to hear you've been impacted by this issue.
There's no fix as far as I'm aware, though we've been asked to collect examples of impacted numbers along with some other data (devices etc) to help the teams who are looking into it. I'll get in touch via PM so we can confirm a few details so I can pass them on.
Yep the service and support from Virgin sucks big time!! I’ve wasted several hours trying to get sense/resolution out of them and still nothing. They said they would call back, and didn’t, twice and fobbed me off with several agents taking an age to respond on live chat, to then pass me on to ‘A N Other’ as it was ‘nearly the end of their shift’ - **bleep**!!
First chance I get to leave and move to a more worthwhile service I will be going. If they really cannot solve the problem then they should own up and compensate. All online requirements for 2 Factor Authentication are basically inoperative to me at present. One thing is for sure, my business will never use Virgin going forward unless sorted..
Sorry for the impact this has had ThommoHawk, I'd be happy to take a look and see if I can help further - if not I'll pass on your details to the teams who are looking into it - just look out for my PM.
I want to summarise here what we know and current solution, maybe it will be helpful for Virgin IT people in the future. Thanks also for help via PM.
BUG DESCRIPTION: some users report problems not receiving OTP
WHO APPLIES TO: both old users (for whom OTP worked for years) and newer (e.g. they have a 2-month card)
DESCRIPTION OF THE PROBLEM: OTP messages are not received, but often only from some sender: e.g. HMRC, banks, WhatsApp, other app (e.g. to the parking lot)
DO IT ALWAYS COME OTP: It happens that OTP occurs e.g. a day later elsewhere. Maybe because communication goes through another GPS transmitting mast?
SOLUTION THAT CURRENTLY WORKS FOR EVERYONE (May 2021): Contact Virgin office for card replacement. The process is fast and efficient, so far no problems have been reported on the forum after the exchange.