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One Time Passcodes

T
Rank

I have had an extremely frustrating time so far with trying to get One Time passcodes through from Bank, Universal Credit, Paypal etc. 

I bought a new Iphone 14 from Id Mobile on Monday 31st July. and the number ported on the Tuesday. Able to send messages and call fine, but I am still having an issue with getting One Time passcodes through from the above places. It has been extremely frustrating. Have done everything the Live Chat agents havve told me. Issue has been passed to the Technical Team but nothing seems to be getting resolved, 9 days after the number has ported.

As you can imagine this is extremely frustrating and I am extremely unhappy that this has not been sorted yet. I ported from EE and had absolutely no issues with getting One Time Passcodes through with them on the same number, so it is obviously an issue with the Port at the Id Mobile End. 

My frustration is nothing seems to be getting done. No text or email from Id Mobile to say whether the situation will be resolved. It is also extremely frustrating also not being able to speak to someone on the phone from Technical Support about this. I am at the end of my tether to be honest. 

I have had absolutely no problems with other Ports or changing phones etc, only this one to Id Mobile. 

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Best answer by andewhite 9 August 2023, 12:06

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11 replies

andewhite
Rank
Userlevel 8
Badge +9

Sounds like an SMS routing issue @trueblue2901. 

Are you able to send and receive SMS messages on your iPhone 14 - not Apple iMessages, but GSM SMS messages?

iD Mobile are great when everything works, but very frustrating to deal with when something needs fixing.

Tom
Rank
Userlevel 7
Badge +4

Hi @trueblue2901 

 

I’m sorry to hear this, I’d recommend keeping in touch in this case so that the tech team can get to the bottom of this and resolve this.

 

Tom

I hope I was able to help you with your question. If my answer resolved your issue, then please mark my answer as ‘Most Helpful’ using the button below the message with the answer.
T
Rank

Sounds like an SMS routing issue @trueblue2901. 

Are you able to send and receive SMS messages on your iPhone 14 - not Apple iMessages, but GSM SMS messages?

iD Mobile are great when everything works, but very frustrating to deal with when something needs fixing.

Hi Andewhite. Yes I am able to send SMS messages ( the green ones ) Imessages are blue. So everything is working fine there. It is obviously an Id Mobile isssue where Passcodes are not being sent through to the phone. Id Mobile chat has been pretty futile I’m afraid.

andewhite
Rank
Userlevel 8
Badge +9

I think OTP messages from banks and the likes are usually generated using their own, or a suppliers, computer system. These systems pass the information to mobile networks via specialist SMS network gateways.

It seems this can sometimes go wrong, especially after the mobile network routing needs to change when you transfer your number from one supplier to another. 

Unfortunately @trueblue2901, I’d not be optimistic the iD tech team can fix this issue, although I hope they manage to do so. In my experience, iD tech team appear to be a black-hole, stuff goes in but nothing comes out.
🤞

T
Rank

I think OTP messages from banks and the likes are usually generated using their own, or a suppliers, computer system. The systems pass the information to mobile networks via specialist SMS network gateways.

It seems this can sometimes go wrong, especially after the mobile network routing needs to change when you transfer your number from one supplier to another. 

Unfortunately @trueblue2901, I’d not be optimistic the iD tech team can fix this issue, although I hope they manage to do so. In my experience, iD tech team appear to be a black-hole, stuff goes in but nothing comes out.
🤞

It has worked previously on the past phone with EE using the same number. It makes no sense that they're not coming through on this new phone with the new ported number on Id Mobile. Very frustrating.

Mohammed
Rank
Userlevel 7
Badge +10

Hey @trueblue2901,

Have you had any movement on this?

Happy to PM you to look into this further.

Usually, we’d get examples, raise a ticket and then pass to Three UK.

They check the logs and find out what the issue is, e.g. OTP codes coming to network but not being delivered or if it’s not reaching at all.

This is why it’s important to provide the most accurate logs possible.

Once they make changes, it should start working.

 

Mohammed

 

I hope I was able to help you with your question. If my answer resolved your issue, then please mark my answer as ‘Most Helpful’ using the button below the message with the answer.
T
Rank

Hey @trueblue2901,

Have you had any movement on this?

Happy to PM you to look into this further.

Usually, we’d get examples, raise a ticket and then pass to Three UK.

They check the logs and find out what the issue is, e.g. OTP codes coming to network but not being delivered or if it’s not reaching at all.

This is why it’s important to provide the most accurate logs possible.

Once they make changes, it should start working.

 

Mohammed

 

Hi Mohammed. No unfortunately not. Tried Halifax and Natwest earlier today and still not getting one time Passcodes. Id Mobile Live chat say nothing is blocked but it obviously is. We have had to get another pay as you go Mobile to receive Passcodes. At least we can access them through this. Poor service from Id Mobile I’m afraid. I will keep trying the Live chat. We have had no texts or anything. Was told they’d text and email to say if / when the problem would be sorted but nothing. Very poor and disappointing. 

T
Rank

Hey @trueblue2901,

Have you had any movement on this?

Happy to PM you to look into this further.

Usually, we’d get examples, raise a ticket and then pass to Three UK.

They check the logs and find out what the issue is, e.g. OTP codes coming to network but not being delivered or if it’s not reaching at all.

This is why it’s important to provide the most accurate logs possible.

Once they make changes, it should start working.

 

Mohammed

 

Hi Mohammed. No unfortunately not. Tried Halifax and Natwest earlier today and still not getting one time Passcodes. Id Mobile Live chat say nothing is blocked but it obviously is. We have had to get another pay as you go Mobile to receive Passcodes. At least we can access them through this. Poor service from Id Mobile I’m afraid. I will keep trying the Live chat. We have had no texts or anything. Was told they’d text and email to say if / when the problem would be sorted but nothing. Very poor and disappointing. 

I’ve sent examples to Live Chat last week but nothing was resolved.

Kash
Rank
Userlevel 7
Badge +7

Hi @trueblue2901,

We are sorry to hear about this.

Do you still require assistance with this? Is so, please let us know and we can PM you.

 

Kash

I hope I was able to help you with your question. If my answer resolved your issue, then please mark my answer as ‘Most Helpful’ using the button below the message with the answer.
T
Rank

Hi @trueblue2901,

We are sorry to hear about this.

Do you still require assistance with this? Is so, please let us know and we can PM you.

 

Kash

Hi. Yes I do please. Please pm me. Thank you.

Mohammed
Rank
Userlevel 7
Badge +10

Hey @trueblue2901 

We’ll shortly send you a Private Message to your Community account, so we can discuss your issue further.

To access your messages, click your profile picture in the top right hand corner and then click ‘Private Messages’.

Alternatively, if you are currently logged in, you can use the following link: https://community.idmobile.co.uk/inbox/overview

We’ll see you there.

Mohammed

 

I hope I was able to help you with your question. If my answer resolved your issue, then please mark my answer as ‘Most Helpful’ using the button below the message with the answer.

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