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Issues receiving OTP text messages


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. 


Mod Team

486 REPLIES 486

Thanks for coming back to us @HDVM.

I would be happy to take a further look into this for you but would need to confirm a few details over via private message, please look out for my message and we can get started.



Thanks for confirming your details via private message @HDVM, I have raised this issue with our 2nd line faults team to be looked into further. They should be getting in touch with you in the next 24 to 48 hours with an update on this issue.

Please let me know, if you dont hear from them and we can get this looked into further with the team.



Joining in

Having a painful time navigating the text/WhatsApp support line... it keeps taking me full circle so I have to re-enter everything again and again. Expecting better than this. 

Welcome to the community @Z7 and thanks for taking the time to post.

I'm sorry to hear of the issues that you're having and can see that you have tried all of our help tips and not had any success. I would be happy to take a further look into this for you but would need to confirm a few details over via private message, please look out for my message and we can get started.



Hi.  I'm not being funny or blaming you personally but if you look back a few pages I've been through this process many, many times with exactly the same result - nothing solved.  I've had enough of banging my head against the wall of denial and am just waiting the prerequisite amount of time before contacting Ofcam to get this solved.  Not being able to receive an OTP from Virgin Mobile to set up my Virgin Mobile account and view/manage my bills is incredible.  This isn't going to get fixed, that is obvious.

phillstevens, as previously mentioned, best to just dump these muppets, and save yourself a years hassle. Find a decent provider, ANYONE but VM.

I spent well over a YEAR trying to get this sorted, finally, moved to '3'. Now, ALWAYS get the OTP/2FA, within minutes, EVERY TIME. 

I wasted a year, listening to VM's B/S that they were 'looking into this' and 'we are working hard to find a solution'  which  they STILL have not found, after 2 YEARS.. 

Move on, and get peace and satisfaction elsewhere.... Many 'ex' VM customers have.. 🤐

Yeah, don’t see many other options. OTP is an essential service these days. Even VM use it so seems crazy they can’t deliver them. They haven’t really even tried to help which is so frustrating. 

Well what a disaster. Philstevens and HughJarsse  I know your going to say I told you so but I felt I would give the VM team a chance to resolve my tech fault, yes I have been given the old goosestep run around.  They sent me a new sim which was very efficient and yes the problem still exists No OTP or 2FA, I can't even set up my gmail acount let alone do any banking or access my Tax account without OTP or 2FA . To add insult to injury on requesting a PAC code to transfer to Talkmobile I am told I will be charged a early cancellation fee, I've had the issue since I started the contract on the 24th April.   I have registered a complaint with the complaints dept. and will take it further. The frustration is I've had to deal with several VM people been told I have been referred to a technical team and not heard a dicky bird from them. I cannot complain about the way any of them  have communicated they have all been polite but the lack of integrity regarding following through and sorting the problem is disgraceful. Suffice to say I don't believe they can sort it and will not come clean about what is a serious fault with the Virgin Vodaphone arrangement       


Our sincere apologies for the trouble you are having with this. 

I understand my colleague Steven spoke to you via PM on Friday and referred this to our second lines faults team. 

It can take 24- 48 working hours for the team to get in touch so hopefully you will hear from them tomorrow.

Let me know if there's any issues. 

Forum Team

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I'm sorry but I've had enough  requested a PAC code and signed up with Talkmobile . VM have had 2 years to sort this issue out you only need to look through the thread VM are still making excuses with no real solutions. I will be taking the issue up with Martin Lewis Complaints as they need to  issue a health warning when advertising your Mobile contract deals.