topic Re: Incoming Texts/SMS From Banks Blocked in Mobility

Not receiving incoming 2FA Texts/SMS

BobaFettucine — Tue, 27 Feb 2024 13:39:26 GMT

I’m a new Virgin Plus customer, I switched over last week on Boxing Day and since then I am not receiving incoming text messages from banks who send the 2-step verification texts when you log into online banking or when you have to authorize a credit card charge by inputting a security code sent by SMS. This is happening with CIBC and Simplii Financial specifically. I’ve phoned the bank and they tried sending me test texts while I was on the phone and I never received them. I bought something online today and tried the SMS verification option and nothing came through so had to choose the voice option so the Virgin network must be blocking these texts. I’ve phoned customer service who said nothing is wrong from what they can see, have sent through a description of the problem via chat which hasn’t helped either. Have rebooted the phone many times and have enabled all communication preferences in my profile. If I cannot receive incoming texts then the service is not very useful especially as more and more services are using 2-step authentication via SMS. Any other new users experiencing the same issue? Please help. Thanks.

Verification codes

Boots1970 — Sat, 01 Jan 2022 03:46:55 GMT

Switched to Virgin last week and not receiving verification codes from banking apps and other apps that require a verification code. My wife is getting them on her phone but I’m not receiving them. Please help!!!!

Re: Incoming Texts/SMS From Banks Blocked

Boots1970 — Sat, 01 Jan 2022 03:47:42 GMT

Have you found the problem. I’m having the same issue.

Re: Incoming Texts/SMS From Banks Blocked

VirginPlusAntonie — Mon, 20 Nov 2023 18:36:35 GMT

Hey there @BobaFettucine and @Boots1970,

Welcome to the Community.

Can you try sending a text message to the short code 28849 with either the word INFO or HELP. This should reset the 2FA routing to your new device.

If you receive a return message from it, it means your 2FA service is functioning properly and you will need to reach out to the problematic provider of the 2FA for verifications (no need to reach out to the email mentioned in the return message).

If you do not receive a return from the message, the attempt will trigger a re-routing to occur and should resolve the issue within 24-72 hours.

Let the Community know if you have more questions.

Re: Incoming Texts/SMS From Banks Blocked

BobaFettucine — Tue, 04 Jan 2022 00:06:59 GMT

Hey @Boots1970 , haven’t found any solution up until now. I read in an RFD thread it takes 10 days for the issue to work itself out with CIBC and Simplii but I’ve already passed that mark and still having the issue.

Hope the solution @VirginPlusAntonie suggested works for us. Fingers crossed!

Re: Incoming Texts/SMS From Banks Blocked

BobaFettucine — Tue, 04 Jan 2022 00:08:26 GMT

Thanks @VirginPlusAntonie! I’ve sent ‘HELP’ to 28849 as you suggested. Hope this works.

Re: Incoming Texts/SMS From Banks Blocked

BobaFettucine — Tue, 04 Jan 2022 18:14:19 GMT

The texts from CIBC and Simplii are flowing through to me now. Your solution worked! Thanks again @VirginPlusAntonie!

CIBC

JuicyJ — Sat, 26 Mar 2022 00:42:18 GMT

Hello, ive recently switched to virgin plus and I am not receiving any card verification code texts from CIBC. What can I do?

Not receiving 2FA / Authorization texts - Already tried short code 28849

Glorydays29 — Wed, 01 Jun 2022 12:47:40 GMT

Hi there,

I am not receiving 2FA / Authorization texts since transferring to Virgin 2 days ago.

- Already tried texting HELP and INFO to short code 28849, to no avail after 24h.

Am I supposed to receive an answer when I text that short code? Not getting anything currently.

Thanks you.

@VirginPlusAntonie

Re: Incoming Texts/SMS From Banks Blocked

Glorydays29 — Wed, 01 Jun 2022 16:42:12 GMT

Did you get any confirmation text after texting HELP to 28849?

Re: Incoming Texts/SMS From Banks Blocked

VirginPlusAntonie — Fri, 03 Jun 2022 19:43:42 GMT

Hey there @Glorydays29,

Welcome to the Community and thanks for your post.

When a number is newly ported to a different provider, it can take a few days for the 2FA routing to be corrected.

Are you still experiencing the issue?

Re: Incoming Texts/SMS From Banks Blocked

Racecar94 — Sun, 11 Sep 2022 20:56:43 GMT

Hi @VirginPlusAntonie,

I am also not receiving 2FA/verification texts after switching over from a different provider yesterday.

I have also tried sending INFO or HELP to 28849, and have not received any verification texts I have requested since last night. Am I supposed to receive any confirmation message after sending INFO or HELP?

Thanks

Re: Incoming Texts/SMS From Banks Blocked

VirginPlusAntonie — Wed, 14 Sep 2022 12:06:25 GMT

That's a great question @Racecar94,

Since the routing can take up to 24 to 48 hours to complete itself, you may not receive any returns after completing the test.

Let the Community know if you're still unable to receive the 2FA notifications and we will do our very best to help.

Looking forward to hearing from you.

Re: Incoming Texts/SMS From Banks Blocked

Racecar94 — Thu, 15 Sep 2022 08:15:32 GMT

Hi @VirginPlusAntonie, I'm still not receiving any 2FA verification notifications.

Re: Incoming Texts/SMS From Banks Blocked

VirginPlusAntonie — Wed, 30 Oct 2024 12:26:42 GMT

Thanks for trying the workaround @Racecar94 ,

We would like to look into it further and have sent you a private message.

Please check your Messages within your profile avatar in the top right corner.

Unsure how to check or send a private message? See How to send a private message

One Time Passcode

Soshelp — Mon, 03 Oct 2022 16:08:43 GMT

I am unable to receive one time passcode from certain banks and financial institutions after switching over to VM very recently . I called and chated with VM and the issue still not being resolved. Not happy with this. I didn't have a problem before switching over to VM.

Re: Incoming Texts/SMS From Banks Blocked

CY07 — Mon, 17 Oct 2022 17:51:14 GMT

After Switching from telus to virgin plus last wednesday I'll get this error too and only CRA texting system works. When send text words help or info those number's find on www.txt.ca and didn't get any response from them but when you choose to auto phone call they call right away gave you to code.

Can't receive texts from banks

Jupjup-123 — Mon, 28 Nov 2022 04:05:28 GMT

Hello,

I cannot receive texts from banks anymore before I switched over to VirginMobile. Only van receive calls for verification codes from banks. Please help fix this issue. Thank you.

Can't receive texts from banks

Jupjup-123 — Mon, 28 Nov 2022 13:59:12 GMT

Hello, it was late and I realized I had so much typo in my previous post.

I meant to say this happened since I switched over to Virgin Plus on Nov 25th .

I need to get texts for verification codes from banks.

Please help fix this problem soon.

Thank you so much.

Re: Incoming Texts/SMS From Banks Blocked

Jupjup-123 — Tue, 29 Nov 2022 03:03:52 GMT

Hi @VirginPlusAntgi, please advise why I still have not received any response from 28849 yet? I have text 2x for help but no help at all. I am regretting that I had switched over to VM now.