Ported to iD Mobile – normal service works, but OTP / verification texts still not arriving (Three says provisioning is complete)

Hi ​@Adam123, 

I do apologise that you unable to make or receive calls however I can confirm that the number has moved over. Please check if the number under settings is showing correctly:

For iPhone:
- Please go to Settings> Phone> My Number.
- Please change it to the number you wish to keep. It might not allow to change or save immediately.
- If the number does not change kindly open the Settings app. Tap General. Scroll down to the bottom of the list. Tap Reset. The "Reset" option is at the bottom of the Settings menu. ... Tap Reset Network Settings. Enter your passcode if prompted, then tap Reset Network Settings to confirm your choice. This will help.

For android:
To check or update the number shown on your Android device, please follow the steps below:

📱 Check your phone number in settings
1. Go to Settings
2. Tap About Phone or About Device
3. Select Status
4. Tap My phone number
📌 On some devices, this may appear under SIM Status or SIM Card Status within the Status menu.

💬 Update number in Messages app (if applicable)
If your number is showing incorrectly in messaging:
1. Open the Messages app
2. Tap More (⋮)
3. Select Settings
4. Tap Advanced
5. Select Phone number
6. Enter the correct number associated with your SIM
7. Tap OK to save

🔄 If the number is still incorrect

Please try the following:
* Remove the SIM card
* Restart the device
* Reinsert the SIM card
* Check again in Phone Settings

🔍 Further troubleshooting

If the issue persists after rebooting:
* Insert the SIM into a different device
* Send a text message and check whether it displays:
- Your correct (ported) number, or
- The temporary number

This will help determine whether the issue is with the SIM or the handset.

Owethu

Hi Owethu,

Thank you for your response.

I need to be clear that the troubleshooting steps you have provided are basic checks that I have already completed multiple times, including confirming that my number is correctly shown on my iPhone, resetting network settings, restarting the handset and reinserting the SIM.

The issue remains unresolved.

My core mobile services are working:
* Calls are working
* Standard text messages are working
* Mobile data is working

The only service that is failing is authentication / OTP messaging, which is a critical service. I am unable to receive codes from key providers including Barclays, Amazon and work authentication systems, which means I am being locked out of important accounts and services. Some providers, such as PayPal, work, which clearly points to a network provisioning / routing issue rather than a handset issue.

I have also reviewed the iD Mobile community forums and can see that a number of customers have experienced similar OTP routing problems after porting a number. Some appear to have been resolved, while others have remained ongoing. That is not something I am prepared to accept.

I am still within my cooling-off period. I moved my number across in good faith expecting a fully functioning service, and at present that is not what has been provided. This issue has now been ongoing since Friday, which is unacceptable for something as essential as authentication messaging.

Please stop cycling through generic troubleshooting steps and escalate this directly to the appropriate technical team / Three network specialists to investigate OTP / short code provisioning and routing on my account as a priority.

If this cannot be resolved promptly, I will need to seriously consider cancelling within my cooling-off period, as I cannot remain with a provider where access to banking and work authentication services is unreliable.

I would appreciate a clear technical update on what is being investigated and an expected timescale for resolution.

For completeness, I would also like to make you aware that this is now my fourth reported ticket regarding the same issue.

On previous occasions, I have been advised that the matter has been resolved or closed. However, the problem remains exactly the same and has never actually been resolved.

What is even more concerning is that I have also been told that confirmation updates would be sent to me by text or call to confirm resolution, yet I have not received those communications either, which only further highlights that there is clearly an ongoing messaging / routing issue affecting my account.

At this stage, I need genuine technical investigation and a proper resolution, not repeated closure of tickets without the fault being fixed.