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.

[MoonKinght]

Hi @VirginPlusAntgio 

I have ported from Bell to VirginPlus day before yesterday and all my bank(CIBC/HSBC) OTP have stopped working. 

Could you please help with same?

[VirginPlusAntgio]

Hey there @MoonKinght , 

Welcome to the community and thanks for your post. 

We will be happy to help. Before we investigate further, have you tried the re-routing trick mentioned above on this thread? 

One thing to keep in mind, after sending the SMS, the re-routing can take several hours to correct itself and in some rare cases 24 to 48 hours. 

Keep us posted on the results.

[MoonKinght]

Hi @VirginPlusAntgio,

Yes I have tried the trick and I have passed the 48hour mark this morning.  Could you please help me with the issue. I am stressed out as none of the Bank OTP's seems to be flowing.

[VirginPlusAntgio]

Thanks for the details @MoonKinght , 

This can happen when a phone number is newly ported from one provider to another and we will be happy to look into it and help where we can. We've sent you a private message with some information that 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

[MoonKinght]

Hi @VirginPlusAntgio 

Thank u for your response. I have replied to your message.

[DNA21]

Hi @VirginPlusAntgio ,

I ported a line over to Virgin Plus on April 6th and ever since, have not been able to receive 2FA text messages from banks, emails and from other apps too. I did the proposed solution you mentioned above and sent "HELP" to 28849 on April 11 and so far nothing is working. Not getting any 2FA texts from anywhere (email, banks etc). 

I tried asking help from the Virgin Plus technical team but the person who was chatting with me had no idea what 2FA or OTP even is...

If you can please help me out that would be great as these 2FA are essential to me.

[VirginPlusNick]

Hi there @DNA21 
Thank you for your post and welcome to the Community. We'd like to take a look into this 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 messag

[JS2621]

I switched to Virgin Mobile last week.  Since then texts from CRA (Canadian Tax Authority) are not coming through.  This is required for 2FA to access their site which I do several times a week.  I tried texting INFO and HELP to 28849 as I read in another post about 2FA texts getting blocked, but they wouldn't even send.  Any ideas?

[VirginPlusAntgio]

Hey there @JS2621 , 

This can happen when a phone number is newly ported from one provider to another. We wanted to check in to see if the rerouting trick worked as it can take a little while to correct itself depending on the sender. 

Hoping to hear from you soon.

[JS2621]

No, this has not worked.  I 'chatted' with technical support and they had me try a couple of other numbers to send texts to.  That was unsuccessful. I am now told to contact CRA directly.  This is not helpful since they are on strike and I have now been locked out of my CRA account for trying to change the 2FA method.  Also found that texts are not received from one of my banks.  This is really frustrating.

[cdkorea]

Hello,

I have had the same problem since Apr. 29. The VirginPlus Support team only sent "HELP" or "INFO" messages to 28849. But there were no changes and the problem wasn't solved. 

During the weekend I didn't use my bank account & CRA.

Please let me know how to fix it perfectly and as soon as possible.

Thanks,

[VirginPlusAntgio]

Hi there @JS2621 and @cdkorea ,

Thank you for your post and welcome to the Community.

We'd like to take a look into this 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

[Viral]

Hello everyone, I am having a problem since long time that I do not receive any one time password (OTP) or verification codes from specific numbers or authorities. I called virgin to check on that matter but they couldn't resolve. 

Anyone have idea about that or having similar issue. Needs your suggestions or solutions.

[VirginPlusKris]

Hi there, @Viral. Welcome to the Community.

We wanted to check in and see if you were still having issues with your 2FA. Have you tried sending INFO or HELP in a text message to 28849, as originally suggested by @VirginPlusAntgio?

Looking forward to hearing back from you.

[Wey]

Have the same issue of not receiving any 2FA messages since transferred from Telus to VirginPlus, called service representative and he could not solve the issue and forwarded to technical department, who asked me to wait till 72 hours for a fully porting in. Will check tomorrow again to see if the issue is gone or not. Really weird as it is not an individual issue but lots of person encountering the same inconvenience, VirginPlus should do something to stop this from happening again. BTW, is this a technical issue?