topic Re: Facing a peculiar issue with SMS service, Please help in Get Support

Facing a peculiar issue with SMS service, Please help

jayesh46 — Thu, 06 Jan 2022 06:52:12 GMT

Hello,

Can someone please help in resolving a very peculiar issue I am facing with my SMS service?

I am trying to reset my CIBC application password using SMS authentication, however, I am not receving the only SMS for CIBC verification codes and able to send/ receive SMSes for normal use. How to tackle this? this is urgent and CIBC cant helps me much.

Regards

Jay

Re: Facing a peculiar issue with SMS service, Please help

computergeek541 — Mon, 18 Jan 2021 05:00:57 GMT

@jayesh46 wrote:
I am trying to reset my CIBC application password using SMS authentication, however, I am not receving the only SMS for CIBC verification codes and able to send/ receive SMSes for normal use. How to tackle this? this is urgent and CIBC cant helps me much.

Are you a new customer and have you ask for a number to be ported in? Sometimes after a number port, I have read that these type of 2FA authentication text messages sometimes don't start working again until after 48 hours.

Re: Facing a peculiar issue with SMS service, Please help

will13am — Mon, 18 Jan 2021 05:18:00 GMT

@jayesh46 , I am a CIBC customer and I have no problems receiving 2FA SMS codes on 3 different accounts. Have you ever got it to work? IIRC they allow 3 phone numbers to be added. Only the mobile number will work with SMS. The other two can do calling. In fact, have you tried getting the code via phone call?

Re: Facing a peculiar issue with SMS service, Please help

jayesh46 — Mon, 18 Jan 2021 05:29:37 GMT

@computergeek541 I have ported my number in the month of November. I was also under the impression that it takes a few days for new customers, but now it's almost 2 months. And this is only happening with 2FA messages, do they differentiate messages at the network level? i.e. commercial, personal, regulatory, etc.?

Re: Facing a peculiar issue with SMS service, Please help

Brent_liza1 — Mon, 18 Jan 2021 05:50:41 GMT

Try this. I hope it works. sometimes the Authenticator is wrong inside the phone. This can happen when daylight savings time hits.

If you are using Android

Go to phone settings
Depending on your phone - click Additional settings / General settings / System, ...
Click Date and Time
Enable Automatic date and time
If already enabled, disable it, wait a few seconds and re-enable it

and if using Authenticator app try this

Go to the main menu on the Google Authenticator app,
Click Settings,
Click Time Correction for Codes and
Click Sync Now.

If you are using IOS

Go to your phone settings
Click General
Click Date & Time
Enable Set Automatically
If already enabled, disable it, wait a few seconds and re-enable it

Re: Facing a peculiar issue with SMS service, Please help

Dunkman — Mon, 18 Jan 2021 05:52:14 GMT

@jayesh46

Unlikely to be an issue with porting if it was done in November.

Maybe try simple things like rebooting phone. Network reset. Check whether you blocked any certain numbers in your phone.

You could also put your SIM card in another working phone. This helps determine whether hardware issue versus Public mobile service problem.

Re: Facing a peculiar issue with SMS service, Please help

cavemantoronto — Mon, 18 Jan 2021 05:52:27 GMT

@Brent_liza1 wrote:
Try this. I hope it works. sometimes the Authenticator is wrong inside the phone. This can happen when daylight savings time hits.

If you are using Android
Go to phone settings
Depending on your phone - click Additional settings / General settings / System, ...
Click Date and Time
Enable Automatic date and time
If already enabled, disable it, wait a few seconds and re-enable it
and if using Authenticator app try this
Go to the main menu on the Google Authenticator app,
Click Settings,
Click Time Correction for Codes and
Click Sync Now.
If you are using IOS
Go to your phone settings
Click General
Click Date & Time
Enable Set Automatically
If already enabled, disable it, wait a few seconds and re-enable it

Wrong time zone or wrong time would make message have the wrong time but it would still come.

Re: Facing a peculiar issue with SMS service, Please help

jayesh46 — Mon, 18 Jan 2021 05:55:46 GMT

Yes, I tried the 'call' option too, still, no call received and again normal calls can be placed. I don't have any other mobile number to replace this current one or else I would have opted for that easy way out. Looks like somewhere I am not registered for these services, either at public/CIBC1(they confirmed no issue from their side).

Re: Facing a peculiar issue with SMS service, Please help

Brent_liza1 — Mon, 18 Jan 2021 05:59:48 GMT

Are you using android?

Re: Facing a peculiar issue with SMS service, Please help

jayesh46 — Mon, 18 Jan 2021 06:08:43 GMT

Thanks for your response. I did try things you have mentioned, never used google authenticator, but let's try to work with that one.

Re: Facing a peculiar issue with SMS service, Please help

jayesh46 — Mon, 18 Jan 2021 06:09:30 GMT

Yes, its an LG G7.

Re: Facing a peculiar issue with SMS service, Please help

cavemantoronto — Mon, 18 Jan 2021 06:12:59 GMT

@jayesh46 wrote:
Yes, its an LG G7.

Check if message is in the message app spam and archive folders. There's no notification if messsages go there but message will be still there if it got blocked by accident or detected as spam.

Re: Facing a peculiar issue with SMS service, Please help

Brent_liza1 — Mon, 18 Jan 2021 06:13:17 GMT

The only other thing I can think of is try clearing cache inside the messages app. I know it’s hard to pinpoint the issue especially with something so urgent. I’d recommend trying to change your network I know wouldn’t work then select public again. I hope something fixes for you

Re: Facing a peculiar issue with SMS service, Please help

stevenanto — Mon, 18 Jan 2021 10:51:16 GMT

Have you tried restarting your phone?

Maybe you blocked them in past?

let me guess. CIBC says it’s issues with your mobile and not their end

Re: Facing a peculiar issue with SMS service, Please help

mh1983 — Mon, 18 Jan 2021 12:51:14 GMT

If you're really in a bind, you could also install a VoIP calling/texting app such as Fongo or Textnow. I use Fongo (Canadian based) and while it doesn't include free outgoing SMS, you can receive SMS no problem. Good idea to have it as a backup number just in case.

Re: Facing a peculiar issue with SMS service, Please help

HALIMACS — Mon, 18 Jan 2021 13:41:35 GMT

Hi @jayesh46

Might this help?

From a Home screen, navigate: Settings

> Apps & notifications
Tap Special access
Tap Premium SMS access.
From the 'Premium SMS' access screen, tap the app then select an option:
Apps listed vary and only appear if they've previously been used for premium messaging.
- Ask
- Never allow
- Always allow

Re: Facing a peculiar issue with SMS service, Please help

jayesh46 — Mon, 18 Jan 2021 20:04:08 GMT

I tried this, but still havent got the sms from CIBC.

Re: Facing a peculiar issue with SMS service, Please help

jayesh46 — Mon, 18 Jan 2021 20:10:29 GMT

@CS_Agent Its taking you too long to respond to this issue. I tried every way possible to get this work out. Is there any number or contact to which I can reach out to resolve this? Its impacting my payment schedules and credibility. Please help.

Re: Facing a peculiar issue with SMS service, Please help

Dunkman — Mon, 18 Jan 2021 20:12:13 GMT

@jayesh46

Is your data working fine? data turned on?

I know that for some LG phones, for data to work properly, customers had to do a factory reset of phone. Not sure whether you want to try a factory reset. Need to back up your phone first.

Re: Facing a peculiar issue with SMS service, Please help

jayesh46 — Mon, 18 Jan 2021 20:15:02 GMT

Yes, my data working just fine. I would have considered the factory reset for sure but other services and sms'es just wrking fine. Its just CIBC calls/messages arent received. CIBC says everythign is fine from their side and they are sending codes everytime i request it.