OTP not received from bank , how to fixed

Also having this problem with NHS login. I need to reorder my prescription but can’t log on.

Hi @Richardwg @DJDar,

Welcome to the Community!

If you’re using Android and have RCS chat enabled in Google Messages app, it might be worth trying the following steps:

1. Turn OFF RCS chats (“Chat features”) in the Google Messages app.
2. Turn OFF the handset and carefully remove the iD SIM.
3. Check the SIM card is clean and undamaged, before re-inserting the iD SIM.
4. Turn ON the handset.
5. Turn ON RCS chats.

It’s always worth resetting your network settings and trying again.

Kash

It has now been confirmed by NHS helpline that there was a network fault that caused this problem. It seems that service providers are either unaware of faults when queried or are unwilling to admit to them. In either case, the responsibility for solving the problems is thrown back at the customer with complex diagnostic tests and resets that risk losing various settings on the phone. I wish providers would take more care to investigate the cause of problems before assuming that the fault lies with the customer. There does seem to be a recurring issue with the connection between business messaging systems and phone provider networks (as was shown when Three failed to convey the government’s emergency signal test). No doubt there is a lot of finger-pointing going on which does nothing to help consumers.

Hey there @Richardwg, we’re very sorry to hear that, and thank you for letting us know.

Please let us know if you’d like us to investigate further.

Thanks,

Tyler

I spoke to somebody on chat two days ago after trying all the suggested recommendations which none have worked. They advised a manager confirmed there were issues which would be resolved within 24 hours, which I presume isn't true.

Can this be resolved as it seems to be a common issue or is it somebody ID are unable to resolve as they are.an essential part of having a mobile contract which cannot be worked around.

Hi ​@Glenn1234 

Thank you for getting in touch. 

We are sorry to hear you are experiencing an issue with receiving OTP’s.

Did the team advise if a ticket had been raised for your issue?

Are you having problems receiving all OTP’s or any particular ones?

Thanks, 

Natalie 

I was only advised on Saturday that it would be resolved in 24 hours but I don't believe a ticket was raised.

It seems to be all OTPs as all my banks and NHS aren't working without contacting them if that's an option.

Im in the same boat 
OTPs not comeing through from certain accounts 

pretty shocking really as I cant access my bank account or other accounts preventing me from working ?

Can we get an update asap !?

Hi ​@Glenn1234 

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.

Thanks, 

Natalie 

Just been in my private messages and nothing !!?? 

This services is an absolute Joke !

I am also not getting the OTPs. After following the steps to reset RCS chat, I am not even getting any texts at all.

Hey there ​@Richard Penrith, we sincerely apologise for this. Three UK are aware of a network issue currently, affecting some customers from receiving OTP’s.

Three UK are working to resolve this issue ASAP for all customers affected. Our apologies for this and we hope this is back working shortly.

Please check for updates here:

• Service Status. F.A.Q.

Thank you for your patience.

Kind regards,

Tyler

I assume you will be crediting bills for loss of service 

Nope! Why? Read the terms and conditions that you agreed to when signing taking out your plan ​@Richard Penrith (4.6.2).

​@WelshPaul Are you reping for ID ? 
god awful service and regardless of any T&Cs they should be crediting customers for loss of service and lack of customer service 

If that’s what you want, then don’t be cheap and pay for it by getting yourself a business plan that comes with a suitable SLA ​@Richard Penrith.

What I want ?  sending/recieving txts/calls should be the minimum expectations of phone contract , regardless of the price ….. 

Im not cheap , just dont like wasting time chasing up service issue ,  some of have better ways of spending time …… 

You asked for compensation in the form of a bill credit. If that’s what you want, then don’t sign a contract that denies you just that! No hardware, software, or service will ever be fault-free, and that’s exactly why SLAs exist. 

I pay £15 a month for unlimited data, texts, and voice calls with only a one-month minimum term. That includes access to 5G, no speed caps, and no annual price increases. Sure, it’s annoying when things break, but as long as they don’t break often, and when they do, are fixed in a reasonable timeframe, then I am one happy customer.

Hi ​@Richard Penrith 

We apologise for any inconvenience this issue may have caused. 

As your plan is for personal and not business use, we would not be able to offer compensation towards this issue. 

Thanks, 

Natalie