Not receiving authentication messages or texts from overseas

[Michael_97290]

I recently ported my number from eir to 3 and I’m currently not receiving texts from international numbers. My bank is in another EU state, however I am not receiving the verification code texts, so I'm unable to do authentication for online transactions. I am also not receiving regular text messages from friends and colleagues abroad. 

Can you advise on how this can be fixed please? Due to the banking issue I need this resolved ASAP. I am on the PrePay 20 plan, I changed to this plan from the PrePay30 plan on the 4th May. Thanks 

[Michael_97290]

Nobody is able to help here??

[Three_Stacey]

Hi @Michael_97290 👋 this is not what I like to hear, so let's take a look.

I'll need a little more info to start this investigation, so please answer these questions.

- What make and model phone are you using?

- What bank are the texts coming from?

- Is it just international texts that your not receiving? 

- Are these texts come from one specific country or different countries?

- Are you able to text your friends and colleagues abroad?

Once I get these answers I'll be able to decide on next steps.

[Marc_07933]

Hi can anyone help with the same issue with both PTSB & Revolut. So frustrating and logged a call almost a week ago and chasing up every second day. Loan repayments missed, bills not paid.     

[Michael_97290]

Hi Stacey,

- What make and model phone are you using?

iPhone 12

- What bank are the texts coming from?

Santander Bank Polska (Poland)

- Is it just international texts that your not receiving? 

Yes just international. I'm receiving domestic Irish texts without issue.

- Are these texts come from one specific country or different countries?

No, multiple countries. Known texts from Poland and India have failed.

- Are you able to text your friends and colleagues abroad?

I haven't sent any texts to numbers abroad

I've received a case ID following a live chat with three customer care, I can provide this by PM if required? Thanks. 

[Three_Stacey]

Hi @Marc_07933 I'd love to help. Do you have the reference number from the investigation care started? I can take a look and see if there has been any progress made or if I can help it move along.

[Marc_07933]

Thanks a mill Stacey. Ticket number is 241496.  

[Three_Stacey]

Perfect thanks @Marc_07933 please PM me your name, number, full address and date of birth and I'll take a look at your account and get you an update on the investigation.

Also, can you let me know when was the last time you tried to receive a verification code please?

[Michael_97290]

Hi @Three_Stacey 

Any response to this? The other guy who has hijacked my thread with a completely different issue seems to be getting the help here instead of me. I’d appreciate a response as I cannot currently use my bank account due to this issue. I need it sorted asap please. Thanks 

[Three_Stacey]

@Michael_97290 it would be great if you PM me with your reference number.

So that I can review your account please also provide your name, number, full address and date of birth.