Not receiving incoming 2FA Texts/SMS

[BobaFettucine]

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.

[Miff]

I’ve also been not receiving verification texts from a bunch of sites as well as not receiving texts from certain contacts (but I still receive them from most). I’ve reached out to support twice and sent HELP and INFO multiple times to 28849 and have yet to get the issue fixed. 

I’ve switched to Virgin from Bell since September last year. 

[VirginPlusAntgio]

Hey there @Miff , 

Welcome to the Community and thanks for your post. 

In order for the Community to best assist, some clarification will be needed;

• Was the verification texts(2FA) registered to a different phone number in the past?
• Have you verified your blocked/reject list in your phone to ensure they weren't accidentally entered?
• Have you contacted the sites that you're not receiving the 2FA's from to review your concern?
• What troubleshooting steps have you tried so far?

Looking forward to hearing back from you.

[Miff]

Hello Antgio

• All verification texts have been registered under the same number and I didn’t switch numbers
• I have checked the blocked/reject list and none are listed.
• I haven’t reached out to the separate sites yet but considering that I can’t receive texts from certain personal contacts as well I believe it’s a provider problem (VirginPlus).
• I have so far, under the advisement of a VirginPlus representative, network reset my phone and the problem persisted. 
  
  I have a IPhone 14 if that helps with understanding the problem 

[VirginPlusAntgio]

Thanks for the details @Miff , 

We've reached out via private message to have a closer look into your concerns with you.

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

Thanks.

[Travelbug1]

Trying to sign into WhatsApp, but I get an error message that says they can’t send my verification number via sms. 

[HoneyT]

Hi there,

I have not received 2FA / Authorization texts after transferring to Virgin today. I already tried texting HELP and INFO to short code 28849, to no avail. 

Thanks you.

[Yo]

I received a text after texting help and info to the short code. I received a text. Yet I can't receive 2FA from whatsapp.

[VirginPlusAntgio]

Hey there @HoneyT, 

Welcome to the Community and thanks for your post. 

We wanted to check in to see if you were still experiencing issues receiving 2FA notifications or it has resolved itself 72 hours after replying HELP and/or INFO?

@Yo , if you received a response, it means that your 2FA service is set up properly and you will need to get in touch with WhatsApp support for further review. 

Let the Community know if you have more questions. 

[HoneyT]

I have now started getting the 2FA messages. Thanks 

[Ready2Leave]

There is something wrong with this network preventing my phone number from recieving an initial verification SMS code. I have it on multiple apps. I have texted 28849 to confirm that I can receive a code. That works. I can receive codes from other apps. Two important work apps will not send me a verification code. One is Telegram. Many online communities within Canada experiencing the same issue. THIS IS NOT AN APP ISSUE. This is a Virgin mobile issue and unfortunately if this does not get resolved I will have no choice but to switch carriers to use an app. Bye Bye Virgin Mobile. Sincerely,  16 year customer.  

[VirginPlusAntgio]

Hey there @Ready2Leave  ,

Welcome to the Community and thanks for your post.

We're sorry to learn about the troubles you've been facing with your 2FA service and we're here to help.

We've sent you a private message with what we need to get started. 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

Looking forward to hearing back from you.

[Whaleng]

I am having the same problem, not abld to receive sms from CIBC.

I have been a virgin member for years with the same phone number.  I have always been able to receive sms text codes, but as of 2 weeks ago  I am unable to receive sms. I  sent HELP to 28849 and still nothing. Any idea how we can speed things up and get them back on track? I am In the process of purchasing  a house and CIBC is a good distance away. Thanks kindly 

[VirginPlusKris]

Hey there @Whaleng. Thanks for your post, and welcome to the Virgin Plus Community.

We're sorry to learn about the troubles you've been facing with your 2FA service and we're here to help.

We've sent you a private message with what we need to get started. 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

Looking forward to hearing back from you.

[SOE]

Hi, 

Not Receiving International OTP SMS (Krungsri Online Banking from Thailand)

I contacted Virgin Plus tech support a few hours ago. She said Virgin Plus cannot receive OTP SMS from the international bank. I told her that before I switched to Virgin Plus, I was using BELL and was allowed to receive OTP SMS from the same bank. Virgin Plus tech support said I need to contact the bank for an alternate method to receive OTP, such as by Email, which is impossible. 

I don't know what the big deal for Virgin Plus is. I don't know why they cannot allow OTP SMS for Virgin Plus users. Should I just switch back to BELL to receive the international OTP SMS service?

[VirginPlusKris]

Good morning, @SOE. Thanks for your post, and welcome to the Virgin Plus Community.

We're sorry to learn about the troubles you've been facing with your 2FA service and we're here to help.

We've sent you a private message to collect further details. 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

Looking forward to hearing back from you.