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.

[overseassss]

Hi,

I am currently overseas and looking to receive a text message for the 2FA of the overseas bank, with the Canadian number. It was working when I was inland, but now I couldn't. I can't even send the 'Help' text to 28849. It failed to send out. Could you help? It's very urgent.

[VirginPlusAntgio]

Hey there @overseassss , 

Welcome to the community and thanks for your post. 

It sounds like you may be having issues connecting to the local network where you are. 

In some cases you will have to get your device to manually register to the local network where you're currently located;

On Android got to Settings > Mobile Networks > Network Operators > Choose the Network you would like to connect to. (You may need to repeat the step until you connect to an eligible network)

On Apple got to Settings > Cellular > Cellular Network or Network Selection > Toggle Automatic to Off > Choose the Network you would like to connect to. (You may need to repeat the step until you connect to an eligible network)

Try that out and let us know if it worked.