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.

[Soshelp]

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. 

[CY07]

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.

[Jupjup-123]

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.

[Jupjup-123]

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.

[Jupjup-123]

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.

[VirginPlusAntgio]

Hey there @Jupjup-123, 

It can take around 24 to 48 hours for the re-routing to complete itself. 

Let the Community know if you're still having 2FA issues.

[RetiredFromTheAcademy]

Just wanted to add that, I too, had the same difficulties obtaining 2FA verification texts from Virgin+.  I also bank (as another customer mentioned) at Simplii Financial (and Manulife One) and could not get the verification text numbers for the 2FA process.   I read about the solution and implemented it and it did indeed work.  The point I am trying to make is that the "technical support staff" should know about this remedy.  I did speak to Virgin+ support and they suggested I speak to the individual banks (tech departments) and have them work out a solution (which they could not do).  If Virgin+ tech support had advised me of this at the very beginning, I could have solved the issue a lot sooner.  

   As further background, I just switched to Virgin+ Mobile (31st of December 2022) and I use an Apple iPhone 11.  

Now I'm a happy camper and receiving my verification texts...

[CY07]

The problem was solved by itself after 2.5 month's not good carrier i'm looking another one when i find better carrier I'll switch right a way.

[Soohee]

YO I HAVE SENT "INFO " AND "HELP" TO 28849. BUT IT DOESNT DO ANYTHING. I STILL DONT RECEIVE VERIFICATION TEXTS FROM WHATSAPP! PLEASE FIX IT ASAP 

[VirginPlusAntgio]

Hey there @CY07 and @Soohee, 

The current method can and will fix the majority of a 2FA error, however it is not a guarantee as new errors can occur from either end.

If 48 hours has elapsed and still no 2FA, check the steps below;

• Confirm the phone number from which the 2FA notification originate was not added to your phones reject/ignore list by mistake.
• Contact the institution or app developer to make sure the error is not coming from their end.
• If everything is in order, you will need to get in touch with our technical support team so they can open an inquiry on the matter.

[LanceLance]

Hi Moderator,

I have had this issue since Jan 28, 2023. I am not able to receiving verification codes from Simplii or CIBC. I have tried the 'HELP' and 'INFO' 'fix' on Feb 2, 2023 and have yet to see any changes (today is Feb 6, 2023). I have read through this thread and it appears that I need to get in touch with your technical support. What is the best way to do so?

Thanks in advance.

[VirginPlusAntgio]

Hey there @LanceLance , 

That is definitely odd and we will be happy to help where we can with your 2FA issue. 

To get started we will need some details from you 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

[LanceLance]

For anyone looking at this thread:

At the beginning I tried:

- texting INFO or HELP to Twilio as per instructions on this thread

- doubling checking that bank numbers are not blocked

After a month of back-and-forths with Twilio, Virgin, and CIBC it has been resolved - I can't attribute the fix to any of the three because it just started working out of nowhere (I had taken no actions on my end, just periodically bugging the above three who would consistently give me the 'still working on it responses')

So shout out to the mystery man/woman who fixed the issue for my phone number.!

[CypressJoe]

Hey There,

I'm having a similar problem, I've been with Virgin for 8 years and haven't had a problem with receiving bank codes until 6 months ago. Now I'm not getting codes from an international bank. Have tried the 28849 info text, without luck. I've also call technical support who gave me a 3rd party web site to try, www.dxd.ca, who are a design company, go figure? I don't think the bank is using short code sending as we were getting the text codes from a 10 digit number. Unfortunately we will have to change carriers if we can't resolve this problem.

[VirginPlusAntgio]

Hey there @CypressJoe, 

Welcome to the Community and thanks for your post. 

From time to time, the routing 28849 trick can take some time to correct itself and wanted to check with you if it is now working?

You also mentioned speaking with our technical support team, have they opened a ticket in regards to your inquiry?

Looking forward to hearing back from you.