Hey there ​@helen_lamb1, sorry to hear that. How long has this been an issue for please?

Did OTP/MFA messages work before now on our network?

Do normal texts work?

Thanks,

Tyler

Texts worked until a couple of weeks ago.  Now, nothing is coming through except iMessage.

its affected NS&I login, Microsoft Authenticator and finance apps.  They are able to push through a phone call, but the SMS element doesn’t work, and on some apps it’s the only option to move forward.  There is no one to speak to about this, people are just completely stuck and unable to go about their everyday business.

Not everyone has or wants to communicate via social media, plus the live chat fails to launch and takes you round and round in circles!!!

Settings>phone>my number 

does not show the correct number - but won’t let me amend.

Hey there ​@helen_lamb1, I completely respect that, however, I am just stating that we are indeed contactaable via numerous methods. With the live-chat, you need to type “Speak to an agent” to get through to one. If you’re having issues with the live-chat loading, then please explain what happens so we can assist further with that.

In terms of your number not showing correctly, that is likely the issue. What phone do you have please?

Thanks,

Tyler

It’s an iPhone 15.  So I carried out the steps - Settings>phone>my number

which showed a number completely unrelated to mine.  But then when I came out of that, a few minutes later all my messages suddenly started to ping through.

So, it makes absolutely no sense.  But for the benefit of others having this issue, this seems t have resolved it, for now!

Hey there ​@helen_lamb1, that’s great to hear, and why I suggested checking your settings to ensure your number shows correctly, as when it shows incorrectly, this can cause these kinds of issues. Sometimes after a new update the settings revert you back to the iD phone number from when you originally joined us, or sometimes randomly happens for no reason at all, our sincere apologies for that.

We’re glad to hear all is sorted and let us know if any further queries!

Thanks,

Tyler