Two-Factor Authentication Settings keep disappearing

[5progface]

Hello again Chris,

update on 2FA

Passcodes from BT Not received on mobile.

Texts Are received from BT on mobile.

Destination for passcodes changed to email, Passcode received.

Email received from BT confirming the change.

Destination for passcodes changed to mobile number, Passcode not received.

I left the webpage open on “We have sent your passcode” for 15 minutes, hoping to receive a passcode. Nothing received.

The BT technical team on webchat advised me to contact my phone provider, which I did, and they maintain that there is no problem at their end.

[Christopher_G]

OK, thanks for the update, @5progface. 

Can I just confirm that you were able to receive the passcode by email and have access to your account?

Chris

[5progface]

Affirmative

[Christopher_G]

OK, thanks @5progface 

I'm not sure what caused this issue with not being able to receive the passcode by message. We'll keep an eye out for other users reporting the same thing.

Chris

[5progface]

There was a problem reported in May this year, to which DanielS  Moderator replied.

Message number two in this Thread.

Passcodes are received from All other websites for which I have 2fa set up on. Only have this problem with BT.

[5progface]

Hello again Chris

It seems strange that I can receive Texts from BT on my mobile, but cannot receive passcodes.

[Christopher_G]

Yeah, I read that post, @5progface.

We'd need some more recent examples and information to be able to raise a ticket for this. If more users post on this thread, we can reach out and compare information to see if it's an issue with a specific provider.

It's good that you were able to change the destination of the passcode and get access to your account. If that wasn't the case, I'd have recommended speaking with our technical support team so they can raise it as an account issue and investigate it further.

Chris

[5progface]

Thanks Chris,

I have never had a problem accessing my account.

Also as I have mentioned previously, I Have spoken to the Technical team, and they advised me to contact my mobile provider, I contacted my provider and they advised me that there were No problems at their end.

[5progface]

Attempted to contact Technical support, wait time approx 20 minutes.

Waited 80 minutes then gave up.

My previous chat number with Techs on this subject is 2145425 if that's any help.

[5progface]

Result of chat with Technical team this morning