13-07-2020 16:58 - edited 05-10-2021 17:31
Hi All,
We are aware that some customers may be experiencing issues receiving OTP text messages.
Our support team are investigating this issue and we will update this thread with any progress.
Thanks
Mod Team
on 27-03-2021 15:03
on 27-03-2021 16:06
@ThommoHawk wrote:
Hi Thanks - I may try visiting a shop once one opens again after lockdown as I just cannot face the thought of trying phone support with them anymore..
regards
Paul
Not a Virgin Shop, they have all been closed down for good. Only so called phone support.
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on 28-03-2021 18:54
same issue with amazon and there is one other which i can not find paper i wrote name on
on 29-03-2021 12:53
Hi @wyre,
Thanks for the further info. I can see there hasn't been any recent updates given on this thread for a while, so I have requested some more information from the relevant team and will post back once I know more.
Many thanks,
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on 29-03-2021 13:41
Hi Molly, are you kidding. There are 10 pages of complaints, including several of us turning to CISAS. VM have given no satisfactory response to the issue. Is there nothing you can do?
on 29-03-2021 15:41
I wrote to the MD of Virgin Media and guess what?? No response!!
on 29-03-2021 15:44
Why don't we write to Watch Dog on TV? They seem to get things sorted
on 30-03-2021 14:50
Having gone to CISAS, a representative from Virgin CEO office rang me. They didn’t know the nature of my complaint, so I explained the situation. They said they had never heard of the problem of non-delivery of OTP’s so I directed him to this thread.
He ordered me a new SIM card and said he would phone the next day – I’m still awaiting that call.
On a good note, the SIM arrived, you had to text READY to a number then wait for a text telling you to change the SIMs over.
After texting READY, I saw that the network service had dropped so it would be impossible to receive further texts.
I took a chance and put in the new SIM – bingo! The text telling me to change SIMs came through immediately. Then I tried logging into one of my financial institutions where OTP’s had been a problem and the OTP came through within seconds.
My partner had the same problem so rang Virgin and persuaded them to send him a new SIM – same thing happed after texting READY, the cellular service stopped but on swapping to the new SIM it came back and OTPs started working for him again.
So, in the first instance demand a new SIM from Virgin – maybe their latest batch has some different config that resolves the problem.
30-03-2021 15:19 - edited 30-03-2021 15:21
Thanks naxman, however do you have normal phone signal where you are located?
I get the texts when I’m in an area with signal, but do not get them, nor calls reliably, when using the WiFi connect option as my office has zero phone signal. Virgin were aware of this when I joined them in January and they assured me that everything will work just fine for calls, texts etc even if only WiFi access is available.
Currently if anything requires 2FA / OTP whilst I’m at the office, the texts do not arrive and then all land in a flurry when I re-enter an area with phone signal. This is usually once I arrive at home in the evening, very useful - NOT..
on 30-03-2021 15:23
Glad that sorted out your problem. It will be interesting to see how long it keeps working properly for. That was the one thing VM tried with me about a year ago. Although I got the OTP the next time I tried it, the OTPs then stopped coming through again, as is still the case. Good luck!