Account Setup - Bank Verification Codes Not Received

[WaldoHere]

Hi there.  I just started subscribed and transferred my Fido # today and the setup appears to be working - I can send receive SMS, data works, and I can make calls.  However, when I sign into TD Bank and I'm asked to receive a verification code via text or call (either!), I get receive no text or voice call from them, for some reason. What's the problem?

[softech · Accepted solution]

@WaldoHere you received incoming calls? 

A critical part to porting is to receive a text from your old provider (Fido) and you have to reply YES within 90 mins.  If you are not receiving calls and text on your PM sim card, and only outgoing calls work, then you might have missed the step and hence porting was not completed

There is a number to call to talk to live support,  they can re-trigger the process for you.  I will message the number to you via the Community inbox ( https://productioncommunity.publicmobile.ca/t5/notes/privatenotespage ) .  Check the envelope icon on top right.  Call them and get it fixed

[WaldoHere]

Important Update!

I ended up calling TD and talked w/ an agent.  He had me send the msg "HELP" to shortcode/phone # 83867... I also tried 83687, which I found elsewhere online.  No automated resonse received... thus, the agent argued, my carrier (Public Mobile) is blocking this shortcode, and i ought to request it be unblocked by my provider. 

While continuing to sort this out with PM customer support, something happened.
Even though i can send/receive SMS to friends and use data and make calls, ALL while using my new Public Mobile eSIM... the moment I tried switching back to using my previous Fido SIM instead, all the 2-step verification codes via SMS i was supposed to receive from my bank earlier today started rushing in!  So... my service HAS switched over to PM, for the most part, but not those that are used by 2-step verification services, which still travel to my OLD provider for some reason.  Also... curiously, I can still use data on my Fido SIM... though it remains the same day in which I switched to PM - I imagine this won't be the case tomorrow. 

So for now, I can switch between SIMs to get all that I need... but hopefully this will resolve itself to become 100% Public Mobile usefulness.

Again, for the record, both providers had the same phone # on record for me... i just ported it over from Fido to Public Mobile.

[softech]

@WaldoHere 

as said in my post above, it is not a matter of PM blocking it.  This is the usual trouble everyone needs to go through after porting.   The 2FA code will start working after a day to 3 days.  This is a delay with a technical reason as well as delay set to avoid sim fraud  

If you don't want to wait 3 days, you can call TD back and ask them to enable 2FA via email or help to setup TD Authenticator to get the code using the app instead of 2FA SMS.  

[WaldoHere]

I called TD and spoke with a rep.  He says he's encountered this before with a client. 
He had me text "HELP" to the correct TD text #(aka 'short code'?): 83867
Since I did not receive any response after texting 'HELP', the rep said it is a problem with my phone carrier... that they are currently blocking # 83867, and that I need to have Public Mobile unblock this # used in TD 2-step verification.

Public Mobile service rep, wherever you are... please unblock 83867 so I can access my bank account via 2-step verification!

[WaldoHere]

Thank you, i'll contact them.  I bill payments due in the next day or two, so this is kind of an urgent and unexpected hitch that needs solving.

[softech]

@WaldoHere 

First, do you receive any incoming calls and regular SMS (P2P) from friends?  If so, it is good, at least the porting was completed successfully

For 2FA text or other system generated text (A2P), it is normal for them to start coming later.   Systems take longer to find out you changed provider and to route the text correctly to the new provider (Public Mobile).    Also, financial institutions (banks) or government agencies (e.g, CRA)  put this delay on purpose too to avoid SIM Fraud

Usually they will start coming around the 3rd day after porting but it could take as many as 7 days for all the 2FA/A2P text to come.  

[WaldoHere]

A google AI response to searching "TD security code not received" included the following suggestion, among others I've already tried... is this likely the problem?

Check for Short Code Blocking:

Your phone or carrier might be blocking TD's short codes. Send a text to TD's short code (72585) saying "HELP" to see if it can be sent. If not, contact your carrier to disable short code blocking (Common Short Code Blocking)

[Chalupa_Batman]

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@WaldoHere wrote:

Hi there.  I just started subscribed and transferred my Fido # today and the setup appears to be working - I can send receive SMS, data works, and I can make calls.  However, when I sign into TD Bank and I'm asked to receive a verification code via text or call (either!), I get receive no text or voice call from them, for some reason. What's the problem?

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Hey @WaldoHere 

It can take up to 30 days for those to start working since you've moved to a new provider.

EDIT: It's a security feature the banks offer. Not sure if it will work but you can try contacting the bank to advise you've changed carriers...  maybe they can do something on their end so it works.