OTP Verification sms not received

[kpsandown]

For some reason I am now unable to receive OTP Verification sms messages on Moto G9 Plus.  Other messages from same companies are being received.  Can anyone suggest a fix as this is causing major problems. Was working a few months ago.

[Zach_R]

Hi @kpsandown,

Thank you for your post and welcome back to our community forums. We're here to help.

I'm very sorry to hear that you're having a bit of trouble with your mobile service lately. Is it only OTP messages that are affected, or are you having trouble with sending and/or receiving other messages or calls?

Thanks,
 

[kpsandown]

Hi Zach

Noticed this with Amazon at first then with my investment account last week.  Can receive normal sms texts from both.  I now notice that this "issue" has been discussed on this forum for many months and it doesn't seem that Virgin can supply a fix.

May have to consider moving away as this is becoming a more and more important matter as more companies are using Vertification sms.

Keith

[enlli]

These OTP issues were first acknowledged as a fault by Virgin Mobile 15 months ago. (They have been going on longer). All you will get is the promise that the technicians are working on it as a priority) 

I'll not defend Virgin on this one.

[Zach_R]

Hi @kpsandown,

I'm very sorry about this. May I ask what diagnostics and troubleshooting you've done thus far in an effort to remedy this?

Thanks,
 

[kpsandown]

What am I supposed to do?  Check the forum thread, Virgin know about this and won't/can't fix.  Time to go I think.

Keith

[kpsandown]

Zach - I suggest that question should be directed at Virgin and perhaps they should read the thread!!

[Zach_R]

Hi @kpsandown,

I would recommend turning Airplane Mode on and leaving it on for at least 30 seconds, and then turning it back off. This can help to reset your connection to the local network which can help to alleviate issues like this.

If that doesn't help, please then turn the handset off and leave it off for at least 30 seconds before powering back on. Again, this helps to reset your connection to the local network.

Let us know the outcome after doing the above. If the issue remains then we can investigate further.

Thanks,
 

[kpsandown]

Hi Zach

Done.  Requested new OTP from my investment company and nothing arrived.

Will contact the company tomorrow and ask if they can use my back-up PAYG sim from a different provider.

This is too important to leave.

[kpsandown]

Hi Zach

Cannot rerquest any more OTP codes otherwise my investment account will get blocked.