Facing a peculiar issue with SMS service, Please help

[jayesh46]

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

[Nezgar]

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@jayesh46 wrote:

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.

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I have seen a few other posts recently where incoming calls were failing and going straight to voicemail. A workaround was to try disabling LTE and forcing 3G-only mode. (aka HSPA or WCDMA) This worked for some people to restore incoming calls, so maybe worth trying on your phone as well since you mentioned incoming verification calls from CIBC were not working either.

Also check the usage history from the self-serve portal to see if there is evidence of the missed incoming calls and SMS. If a call or SMS is processed by Public Mobile network for your phone it should still show up there even if it is failed to deliver to the device...

[jayesh46]

Yeah, especially when you have to pay your bills during quarntine. Now I have tried it using another phone still no luck. So pretty sure now it is PM side issue and need immediate assistance on this.

[Dunkman]

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@jayesh46 wrote:

I did try to get an authentication code fro Paypal and its not working either. Now it seems like its an issue with 2FA's for all services.

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@jayesh46 

Slowly troubleshooting the issue.  Frustrating for you.  Moderators hopefully will respond within 24 hours and try the SIM card in another phone will provide valuable information.  Moderator response times are longer than usual.  

[jayesh46]

I did try to get an authentication code fro Paypal and its not working either. Now it seems like its an issue with 2FA's for all services.

[jayesh46]

No, I havent but let me see how it behaves with Paypal account activation.

[Dunkman]

@jayesh46 

Weird indeed.  Have you tried another company to send you an authorized text?  Like paypal? google account?  

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@jayesh46 wrote:

No, I haven't. I will get someone's phone to try this out. I have already mentioned it to moderators thrice. but no response yet. @CS_Agent 

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[jayesh46]

No, I haven't. I will get someone's phone to try this out. I have already mentioned it to moderators thrice. but no response yet. @CS_Agent 

[Dunkman]

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@jayesh46 wrote:

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.

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@jayesh46 

It is a peculiar issue.  

Did you try the SIM card in another phone?  That helps determine whether hardware setup issue versus PM service problem.  If PM service problem, you would need to contact moderator.  

[419mainstreet]

I think in this case you need to contact a moderator, because there is a block on short text codes. A specialist should be able to remove this.

[jayesh46]

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.

[Dunkman]

@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.  

[jayesh46]

@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.

[jayesh46]

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

[HALIMACS]

Hi @jayesh46 

Might this help?

1. From a Home screen, navigate: Settings  > Apps & notifications 
2. Tap Special access 
3. Tap Premium SMS access.
4. 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

[mh1983]

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. 

[stevenanto]

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

[Brent_liza1]

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 

[cavemantoronto]

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@jayesh46 wrote:

Yes, its an LG G7.

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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.

[jayesh46]

Yes, its an LG G7.

[jayesh46]

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

[Brent_liza1]

Are you using android?

[jayesh46]

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).

[cavemantoronto]

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@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

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

and if using Authenticator app try this 

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

If you are using IOS

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

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

[Dunkman]

@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.  

[Brent_liza1]

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

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

and if using Authenticator app try this 

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

If you are using IOS

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

[jayesh46]

@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.?

[will13am]

@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?  

[computergeek541]

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@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.

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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.