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Unable to receive shortcode sms

I am unable to receive a Shortcode Message.  All my phone settings are set to accept Premium Txts.  I have spoken to Customer Support and they confirmed there are no restrictions on my account.  I have a cap set up and am no where near the limit or limitations Virgin have in place to protect their customers.  I am trying to pay for a service via my mobile phone bill.  The company are able to verify my phone but are telling me that they are sending out an SMS re payment BUT I am not receiving it. 

I have Virgin saying its not them and I have the Company saying its not them.  And neither are able to advise what is preventing this. 

I have read all the online stuff re shotcodes msgs, but all these refer to sending them not receiving them?

  • Can someone please help me? 
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Message 2 of 13
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Re: Unable to receive shortcode sms

I know there are some services that Virgin don't allow charges to your bill, Google Play being one of them.

Whether this is connected, I'm not sure.

I'm a Very Insightful Person, I'm here to share knowledge, I don't work for Virgin Media. Learn more

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Message 3 of 13
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Re: Unable to receive shortcode sms

Thank U for ur reply, it isn't Google, it is a gaming site.  I have deposited on other sites using mobile phone bill but this site sends a text at the cost of your deposit + a small charge - which I'm OK with.  I don't deposit to these types of sites often and usually only small amounts e.g. £5/£10.

I did ask Cust Svc if there was any flags re the shortcode number or site, that could be preventing the transaction - they advised there wasn't!!!!! 

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Message 4 of 13
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Re: Unable to receive shortcode sms

Hi KazzyQ,

 

Thanks for your post and welcome to the community.

 

I'm sorry you're having problems receiving the short code messages you need. I can appreciate you're keen to understand what is happening. 

 

I just want to confirm if you're able to receive short code messages from any other companies?

 

This will help us understand if it's a problem from our side or the specific company you're trying it with.

 

Let us know.

 

Thanks

 

Melissa 

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Message 5 of 13
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Re: Unable to receive shortcode sms

If it is a set-up "charge to mobile bill", I believe that is not possible/allowed with Virgin.

If sent as a premium text, there's a good change Virgin's system is set to block it. Going back a year +,  plenty of people on here were complaining about being charged premium texts they never signed up too, this has seemed to gone very quite lately - so something has changed/being blocked?.

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BB 200 - Hub 3, Phone Talk w/ends, Mobile Sim only. Customer since 1993.
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Message 6 of 13
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Re: Unable to receive shortcode sms

Thanks for the reply. 

I have spoken to Virgin and actually asked if incoming premium (shortcode) sms' are block or not supported by Virgin, as at least there would be a reason for not receiving the SMS.

I was told they are not. 

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Message 7 of 13
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Re: Unable to receive shortcode sms

There are two sites that I use, that use this type of mobile phone deposit method. I have not been able to receive the premium sms from either. (they are sister sites both using shortcode 69888.

I have sent shortcode sms' re competitions and they have gone through OK.

I have also deposited on other sites using mobile phone bill method and they have gone through OK. 

 

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Message 8 of 13
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Re: Unable to receive shortcode sms

The 69888 mGage shortcode is listed on Virgin's list of shortcodes ok (search the PDF)  https://www.virginmedia.com/shop/shortcodes

Maybe your account has PRS set to on, something Virgin can turn on/off to block premium texts? (according to their Consumer Code of Pratice PDF).

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BB 200 - Hub 3, Phone Talk w/ends, Mobile Sim only. Customer since 1993.
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Message 9 of 13
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Re: Unable to receive shortcode sms

Thanks for reply. 

I have checked Phone settings and confirmed with Virgin that Premium Messages can be sent.  

I think the issue lies in being able to receive them. 

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Message 10 of 13
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Re: Unable to receive shortcode sms

Virgin online support stated they could not find any reason that my transaction is not being processed. 

They have sent me a new sim card, which I have started using.  I am still not able to deposit using mobile phone bill.

This is becoming increasingly frustrating, as Virgin say its not them and Phone Casino state the issue is with my carrier. 

The site lists Virgin as a Network that allows this service on there site.

CAN SOMEONE PLEASE TELL ME WHAT THE ISSUE IS, SO I CAN GET IT RESOLVED. 

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