Can't receive 2FA SMS from short code numbers after porting in

[razorblade]

I ported from Freedom into Fido 2 days ago, and since haven't been receive 2FA SMS from short code numbers.

Trying to receive codes from CIBC, Tangerine, CRA. No joy on any - so it's not a sender issue.

1. SMS from regular numbers work just fine.

2. I've used Live Chat to contact in and have gotten two network resets already, still no joy.

Is there anything else I can try?

[razorblade · Accepted solution]

Fido mods : it's painfully hard to reach the tech support team. Depending on who you get as your first "customer solution specialist" , it's hard to get transferred to tech support. It's extra annoying to have explain everything to the first level agent and then get transferred and have to redo it all again to the tech support people. 

To fido customers : if you experience this after porting in (I ported in from Freedom) just give it a few days. It's annoying to not receive 2FA codes but tech support did nothing to help anyway, and everything started working after 48 - 72 hours. 

[FidoValerie]

Thank you for your feedback and for keeping us updated.

I do understand it's never fun to have to repeat yourself, but we want to make sure that the situation is looked into by customer service before transferring you over to Tech Support, so that we're sure everything is correctly set up in your account.

That said, I'm really glad to know this has since been resolved!

[FidoNick]

Hey @razorblade!

We'd love to help with this

To get this resolved, you'll need to contact us and speak with tech support directly. Before you do that, we'll need you to gather specific examples of short codes you aren't receiving. We'll need:

- The number it's coming from

- The date and exact time you requested it

We also suggest texting HELP to the short code to see if you get a reply and keep the incoming and outgoing examples as well as the tech team will need it. They'll then be able to open a ticket to have it investigated

I hope that info helps!