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GOMO network and failure to receive SMS

sim_eire

Hi all, I have signed up with GOMO and noticed that SMS from certain people (not all) are failing to be received on my end. Also I tried to sign up with online banking and AIB Notification code wasn't coming through via SMS. Has anyone similar experience?

I tried getting help on GOMO chat but that was useless, their response was "If you're having problems receiving SMS from a bank or other organisation we advise you to contact them directly with your query. We have found in some of these scenarios that these messages are being sent using a route that we cannot support. Unfortunately, there is nothing that can be done at our end to facilitate the messages being delivered to your phone at this time. "

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miamee

It was a Gomo issue, back now

New Home

Try switch to aeroplane mode and back again, sometimes that works with data, you might just be lucky with calls, too.

New Home

I've just tested, it's working ok for me Miamee.

miamee

On the topic of issues with Gomo is anyone having trouble making calls on the network today? Neither myself or partner can make calls, just nothing connecting.

New Home

I've just started having problems with this tonight, I was waiting to get a passcode to verify a payment but nothing came through (and I tried rebooting the phone, changing various settings, etc). Funnily enough, this was working up to 2 weeks ago. I'll ring my bank in the morning, but this is hugely annoying, I hope it can be easily resolved.

NVM. It was a problem with the bank, for some reason they defaulted back to my old mobile number.

mickotoole

pg17 wrote: »

@mickotools Can you tell me which site you used to check your HLRs - I tried https://phonenumber-lookup.info/ but it now only gives minimal information and says "Operator's HLR rejected the request" for all numbers I tried VF, GoMo, 3, Tesco and one foreign number.

It's been a while since I did it but I think it was the same sir that you referenced in your message. I had a very good chat with someone knowledgeable in GoMo and he told me it was down to an error by the previous provider not portng the number across properly. If you're having issues I would contact your previous provider and get them to sort it out.

pg17

mickotoole wrote: »

I've attached 2 screenshots. One from a Virgin Mobile number ported to GoMo (the one with the errors) and the other screenshot from a GoMo number that was not ported (everything looks good there).

Have we any recourse here? How do we make GoMo listen and take action?

@mickotools Can you tell me which site you used to check your HLRs - I tried https://phonenumber-lookup.info/ but it now only gives minimal information and says "Operator's HLR rejected the request" for all numbers I tried VF, GoMo, 3, Tesco and one foreign number.

My case journey has come to an end with no resolution. Gomo were in regular contact. They say they checked the porting, rechecked the routing, sent me multiple test calls that I reviewed. But still no solution to 2FA or automated tests deliveries. They have offered a month's credit on my account. So I'll stay another month to make use of that, then I'll jog on. Life is too short to be complaining to an idiot.

mickotoole

jimbob1255 wrote: »

Anyone get any closer to fixing this? I'm still back and forth with them and not really sure if they are actually contacting my previous network or just kicking the can down the road everytime I message them.

I've only just now got around to testing this and can confirm that my wife's phone is now getting OTP codes that previously weren't being delivered. If anyone else is having this issue I would suggest contacting your previous provider and ask them to update the routing on your number. It might be quicker than going through GoMo

jimbob1255

Anyone get any closer to fixing this? I'm still back and forth with them and not really sure if they are actually contacting my previous network or just kicking the can down the road everytime I message them.

jimbob1255

Not sure if anyone else is experiencing this issue still but GOMO are now taking action by contacting your previous provider as it is a routing issue. Mine is still back with my previous network so I can't be sure it works but I imagine it will.

Ivorb mentioned they fixed this for him months ago and seemed to be by contacting his previous network so they knew the fix all along just didn't communicate it between eachother it seems? Not really sure what that was about.

Either way if you contact them now they are attempting to do something about it.

mickotoole

jimbob1255 wrote: »

Did you get a chance to check did this work?

Not yet. Been busy all weekend so haven't had a chance. Will update the thread when I know

mickotoole

jimbob1255 wrote: »

Did you get a chance to check did this work?

Not yet. Been busy all weekend so haven't had a chance. Will update the thread when I know

jimbob1255

mickotoole wrote: »

They rang me. They said that they were going to chase this up with Virgin Media on my behalf and also asked if I could get some extra information from the app developer that was sending the OTP.

I got an email to say that Eir had been chatting to Virgin and that they updated the routing for this GoMo number. This suggests an issue on the Virgin Media side. I haven't had a chance to test it yet but once I do I will update the thread. If this in fact the case then it really is not a GoMo issue and, if you're cynical, you could argue that this was Virgin Media trying to cause problems for customers moving to GoMo.

More updates when I have them.

Did you get a chance to check did this work?

mickotoole

jimbob1255 wrote: »

Did you ring Eir directly to get this info? Are Eir going to handle this case for you or did they pass it back to the Muppets on GOMO customer service?

They rang me. They said that they were going to chase this up with Virgin Media on my behalf and also asked if I could get some extra information from the app developer that was sending the OTP.

I got an email to say that Eir had been chatting to Virgin and that they updated the routing for this GoMo number. This suggests an issue on the Virgin Media side. I haven't had a chance to test it yet but once I do I will update the thread. If this in fact the case then it really is not a GoMo issue and, if you're cynical, you could argue that this was Virgin Media trying to cause problems for customers moving to GoMo.

More updates when I have them.

jimbob1255

mickotoole wrote: »

Ok some progress at least for me. I got to talk to a guy in Eir. Very knowledgeable guy too. I got some insight into what was going on. It seems, at least for my particular case that the port of the number didn't go through properly. They are going to follow up with Virgin to see what went wrong. Hopefully this will lead to some kind of resolution for all affected. I'll post an update when or if this all gets sorted out.

Did you ring Eir directly to get this info? Are Eir going to handle this case for you or did they pass it back to the Muppets on GOMO customer service?

irishchris

jimbob1255 wrote: »

Cheers for this update. Did you do anything or have to contact 48 when you ported over to them to fix it or did the porting to 48 and porting back simply fix it?

It was a nightmare to Port away from gomo as every network I tried to change to I couldn't receive their text to confirm number to Port. In end I had to go into Vodafone shop and they rang by number to confirm in shop and ported it there. Then switched following month to 48 and two months later ported from 48 to gomo by just filling out the gomo port page

mickotoole

Renjit wrote: »

Fibonacci them.

Ok some progress at least for me. I got to talk to a guy in Eir. Very knowledgeable guy too. I got some insight into what was going on. It seems, at least for my particular case that the port of the number didn't go through properly. They are going to follow up with Virgin to see what went wrong. Hopefully this will lead to some kind of resolution for all affected. I'll post an update when or if this all gets sorted out.

Renjit

mickotoole wrote: »

Yeah,

I'm writing up an email now that will go to the CEO of Eir and the Director of Customer Operations. I will also be adding complaints@gomo.ie to the list. I will send the email daily until I get a reply and after a week if I don't get a reply I will email twice daily ...

Fibonacci them.

jimbob1255

Lol think I've annoyed them yay.

Unfortunately we have given you all the information we have and cannot assist in this issue. The lack of customer details for 2 Factor Authentication is solely with the SMS provider, not the operator (GoMo). We have completed extensive testing on this issue and we have proved with Bank of Ireland and AIB that they are receiving the 2FA requests, however, it takes time on their systems for your details to be populated after first registration with a new mobile network. Thanks for chatting with me today.
Representative Mathew has left the session
Chat session ended

Literally sent them one message and this was the response I got and then they left the chat.

mickotoole

Yeah,

I'm writing up an email now that will go to the CEO of Eir and the Director of Customer Operations. I will also be adding complaints@gomo.ie to the list. I will send the email daily until I get a reply and after a week if I don't get a reply I will email twice daily ...

jimbob1255

mickotoole wrote: »

The plot thickens ... My wife was trying to sign up to our kids school app but she couldn't because she could not receive the OTP. I logged a call with the app developer and this is what I got back ...

Our SMS provider, Twilio, who issues the OTP codes for registration with our App has generated the OTP code and attempted to send it to your wife's phone on 7 occasions.  We have received the error message below in return so the OTP was not delivered to her phone:

30005 The destination number you are trying to reach is unknown and may no longer exist.

I have included here a screenshot of the initiation of the OTP code if that might help you.

Our SMS provider has generated and sent codes to your wife's phone since 20/02 without successful delivery of any of the codes.

If you could let me know if GoMo respond with any clarification to this issue that would be a great help to us if any of our other users face the same problem.

I will try once more with GoMo to see if I can get any traction.

Keep us updated as to what GOMO says 😂 round in circles again with them or sometimes you get the people who say I'll send that off to my supervisor and get back to you when they reply... But you never get an email then...

mickotoole

Our SMS provider, Twilio, who issues the OTP codes for registration with our App has generated the OTP code and attempted to send it to your wife's phone on 7 occasions.  We have received the error message below in return so the OTP was not delivered to her phone:

30005 The destination number you are trying to reach is unknown and may no longer exist.

I have included here a screenshot of the initiation of the OTP code if that might help you.

Our SMS provider has generated and sent codes to your wife's phone since 20/02 without successful delivery of any of the codes.

If you could let me know if GoMo respond with any clarification to this issue that would be a great help to us if any of our other users face the same problem.

I will try once more with GoMo to see if I can get any traction.

Ten Pin

As I've mentioned earlier in the thread, I had the same problem (damaged HLR record), but for some reason GoMo decided to fix mine. I have a suspicion that no-one communicates with each other at GoMo. No-one at GoMo will give their name to customers, which means when a problem is fixed, your can't even ask a specific person who knows how to fix the problem.

If you submit a SAR you might be able to find out how exactly Gomo fixed the issue. At the very least Gomo will have to put in some effort.

The regulator seems to have been captured by the regulatees

ivorb

As I've mentioned earlier in the thread, I had the same problem (damaged HLR record), but for some reason GoMo decided to fix mine. I have a suspicion that no-one communicates with each other at GoMo. No-one at GoMo will give their name to customers, which means when a problem is fixed, your can't even ask a specific person who knows how to fix the problem.

Comreg are useless. When I told them how my problem was fixed, but that there are many others who can't get it fixed, they couldn't care less. They're a light-touch regulator, who think their job is to compile stats. My advice is to keep nagging Comreg and refuse to close your case.

At GoMo, keep asking for your case to be escalated to a manager. If anyone wants to PM me, I can give them my name and number, which might help when telling GoMo how to fix the problem (or maybe it wont).

mickotoole

I've attached 2 screenshots. One from a Virgin Mobile number ported to GoMo (the one with the errors) and the other screenshot from a GoMo number that was not ported (everything looks good there).

Have we any recourse here? How do we make GoMo listen and take action?

jimbob1255

irishchris wrote: »

Just ported back today to gomo again. First time with them in November was a disaster. Calls not getting through and 2fa texts never arriving. My local new mast was just 4g enabled for eir so tonight would give them another chance. Port went through Tuesday straight away on time. Number seeing correctly this time in mygomo and so far banking 2fa texts coming through straight away. Tested Amazon 2fa also and they came through so seems finally had worked with this Port back from 48 this time. Previous Port was from lycamobile

Cheers for this update. Did you do anything or have to contact 48 when you ported over to them to fix it or did the porting to 48 and porting back simply fix it?

jimbob1255

mickotoole wrote: »

Same as you. Problem number cannot execute the lookup however all other numbers at my disposal can (including the non ported GoMo number)

Issue definitely stemming from here so.

irishchris

Just ported back today to gomo again. First time with them in November was a disaster. Calls not getting through and 2fa texts never arriving. My local new mast was just 4g enabled for eir so tonight would give them another chance. Port went through Tuesday straight away on time. Number seeing correctly this time in mygomo and so far banking 2fa texts coming through straight away. Tested Amazon 2fa also and they came through so seems finally had worked with this Port back from 48 this time. Previous Port was from lycamobile

mickotoole

jimbob1255 wrote: »

phonenumber-lookup.info

Could you try inputting the number having the issues into this website. Mine can't execute the lookup however all other numbers I know work can. Be interesting just to see another number that doesn't work. If yours is the same I will definitely be pushing the fact as to why ours can't execute it but the numbers that work can.

Same as you. Problem number cannot execute the lookup however all other numbers at my disposal can (including the non ported GoMo number)