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Kevh1907
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Not receiving OTP number and SMS code from Virgin Money unable to access account

I'm not receiving SMS verification / authentication codes from Virgin Money UK. I've been on the phone with them and they say others are having the same problem and the issue is with Virgin Mobile. I have tried the things mentioned in the other threads: airplane mode and rebooting the phone.

MeepCB24
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Re: Not receiving OTP number and SMS code from Virgin Money unable to access account

Same,

When I called Virgin Money two months ago about not getting an auth code they immediately asked if I was on Virgin Mobile and set my account to call my landline. However they appear to have reset to send to mobile but have not fixed the issue. So again I'm locked out of my account until they open again.

There is clearly an issue with Virgin Mobile and blocking some texts (this is not the first company that say they have issue sending texts to them) but also Virgin Money are useless for not having any alternative option but to wait till they open customer service lines again.

 

 

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HughJarsse
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Message 3 of 6
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Re: Not receiving OTP number and SMS code from Virgin Money unable to access account

This has been an 'ongoing' problem for over 18 MONTHS (see thread below!)

https://community.virginmedia.com/t5/Virgin-Mobile/Issues-receiving-OTP-text-messages/td-p/4328952/p...

VM are NO NEARER fixing this than when it was first reported, and it is VERY obvious that they are not even bothering, despite the repeated 'cut and paste' messages from 'staff'  stating that 'they are looking into it, and will post updates as soon as we have any news'  (after 18 months of this message, it's obvious that they 'don't have any updates, because there aren't any, and there NEVER WILL BE!!)

That's the TRUTH.

Best bet is to move on, cut your losses, and get a PROPER provider. (VM are the ONLY operator that DOESN'T provide this service)

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MeepCB24
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Re: Not receiving OTP number and SMS code from Virgin Money unable to access account

Yup, I've already started looking at the alternatives.

In a world were SMS is essential for such key things as security access, or texts from the NHS this is just not good enough and as you say no indication they have any intent to fix.

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John_GS
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Message 5 of 6
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Re: Not receiving OTP number and SMS code from Virgin Money unable to access account

Hi @Kevh1907 and @MeepCB24

Thanks for posting. I shall PM both now to get some details and get this passed on for you.

Best,

John_GS
Forum Team


Need a helpful hand to show you how to make a payment? Check out our guide - How to pay my Virgin Media bill

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John_GS
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Re: Not receiving OTP number and SMS code from Virgin Money unable to access account

Thanks for sending me those details @MeepCB24

I've flagged this now with the team. Best,

John_GS
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Need a helpful hand to show you how to make a payment? Check out our guide - How to pay my Virgin Media bill

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