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.

[Boots1970]

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!!!!  

[Boots1970]

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

[VirginPlusAntgio · Accepted solution]

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.

[BobaFettucine]

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 @VirginPlusAntgio suggested works for us. Fingers crossed!

[BobaFettucine]

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

[BobaFettucine]

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

[JuicyJ]

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

[Glorydays29]

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.

@VirginPlusAntgio 

[Glorydays29]

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

[VirginPlusAntgio]

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?

[Racecar94]

Hi @VirginPlusAntgio,

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

[VirginPlusAntgio]

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.

[Racecar94]

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

[VirginPlusAntgio]

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