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.

[VirginPlusKris]

Hi there, @Wey. Welcome to the Community.

We're happy to hear you've taken the time to speak to Tech Support. Please make sure to share the results and whatever details you can with the Community. 🙂

In the meantime, could you try out the steps provided by @VirginPlusAntgio in the accepted solution? Do keep in mind that it may take 24-48 hours for any changes to come into effect.

Looking forward to hearing back from you.

[Wey]

Morning Kris, as told by the technical representative in your company yesterday, I restarted my phone this morning after taking my SIM card out for several minutes and put it back, it works now, 2FA messages are coming as normal. Not sure what is the real reason for it, but I did send INFO or HELP to 28849 like you guys mentioned yesterday afternoon. Seems it needs some patience to wait for the fully porting finish but it would be better to let new transferred subscribers know in advance so they will not be confused when 2FA is not coming, doing this will help Virgin Plus for gaining more subscribers and even better reputation, I guess. Cheers!

Oh, one more 2FA message is coming, have to leave and check for it now...... 🤣🤗

[Please_help]

Hi, I just activated my account with Virgin on Sunday and I am not getting verification codes via texts from certain companies.  I tried texting INFO or HELP to 28849, they provided me with an email (support@twilio.com).  I contacted them for support but the email has been "deprecated".  Their help centre is difficult to navigate and I am unable to reach the customer support team.

Has the solutions been updated?  Maybe the short code has changed for Virgin.  It has been 2 days and I cannot access some of my accounts.  Any help on this would be appreciated!    

[VirginPlusAntgio]

Hi there @Please_help,

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

[Chillilil]

Hi @VirginPlusAntgio,

I am also not receiving 2FA/verification texts after switching over from a different provider.  I had sent HELP to 28849 on Tuesday but still unable to receive any 2FA/verification text today.

Please assist.  Thank you.

[Chillilil]

Problem solved.  May be the 28849 takes 72 hours to reboot.

[Marie_]

Hi - 

I just transferred from Bell to Virgin and since the transfer, I'm not getting 2-step verification code (text message) from various site such as Desjardins, Ticketmaster, ARC, etc.). I already tried to text Help and info to 28849 and did not work and also did not received any confirmation. I also called twice the customer service support both time they said they will call me back, still nothing. If this is not resolved in the next 2 days, I'm going back to Bell because I need 2-step verification code to work. Thanks! 

[Marie_]

@VirginPlusAntgio  (see above). Thanks! 

[Wey]

Based on my own experience  when transferring to Virgin Plus, it took 2 to 3 days for the 2FA  porting system back to normal, and don't forget to restart your phone when the time comes. 

[Marie_]

@Wey Been more than 4 days and no confirmation message or anything 

[Wey]

Weird.🤔

Try to restart your phone, or it's the time for VirginPlus Service Guy @VirginPlusAntgio  to  further investigate. Good luck!  

[VirginPlusKris]

Hi there, @Marie_. Welcome to the Virgin Plus 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

[Salmon]

I'm not receiving SMS verification messages (from WhatsApp), but my phone works fine otherwise and can receive texts. The previous post with a similar issue did not help (the suggestion to msg HELP to 28849 provides a link to an email that no longer works).

[Jazz1]

Hello haveing the same problem i tried this and is still not working any other suggestions? 

Many thanks 

[VirginPlusKris]

Good morning, @Jazz1. Welcome to the Virgin Plus Community, and thank you for your post.

As also recommended by @VirginPlusAntgio, have you reached out to your financial institution to confirm the issue is not coming from their end? Are you having issues with using 2FA with any other services, or just your bank?

Additionally, by chance have you recently ported into Virgin Plus from another provider? If so, it may take a few days for 2FA to come fully back online.

Looking forward to hearing back from you.