GOMO network and failure to receive SMS

jimbob1255 · 26-02-2020 10:50am

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.

jimbob1255 · 26-02-2020 10:51am

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?

mickotoole · 26-02-2020 12:07pm

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?

ivorb · 26-02-2020 3:37pm

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).

Ten Pin · 26-02-2020 4:07pm

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

mickotoole · 26-02-2020 4:22pm

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.

jimbob1255 · 26-02-2020 4:37pm

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 · 26-02-2020 4:40pm

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 · 26-02-2020 5:00pm

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.

Renjit · 26-02-2020 5:49pm

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.

mickotoole · 27-02-2020 1:55am

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.

irishchris · 27-02-2020 1:59am

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

jimbob1255 · 27-02-2020 8:10am

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?

mickotoole · 27-02-2020 1:33pm

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 · 28-02-2020 7:59pm

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 · 01-03-2020 8:45am

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 · 01-03-2020 8:46am

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 · 03-03-2020 12:30pm

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.

jimbob1255 · 05-03-2020 6:03pm

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.

mickotoole · 05-03-2020 9:35pm

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

rn · 13-03-2020 11:49pm

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.

pg17 · 15-02-2021 7:14pm

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.

mickotoole · 15-02-2021 10:18pm

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.

New Home · 25-02-2021 1:45am

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.

miamee · 26-02-2021 2:06pm

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 · 26-02-2021 2:12pm

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

New Home · 26-02-2021 2:13pm

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

miamee · 26-02-2021 4:15pm

It was a Gomo issue, back now

CoBo55 · 02-04-2021 12:22pm

I got a Gomo sim today I haven't started the porting process yet as I'm worried about not receiving the 2F texts. Is this still a problem or has it been resolved? I'll be moving from VF.

Dufflecoat Fanny · 06-05-2021 8:06pm

Im not getting 2FA texts or passcodes. I can't tax my car online or even top up my revolut card. this gomo sim is useless.

Gooser14 · 06-05-2021 8:16pm

Dufflecoat Fanny wrote:

Im not getting 2FA texts or passcodes. I can't tax my car online or even top up my revolut card. this gomo sim is useless.

Some people have 2FA text problems with ported numbers. Did you port your number? I ported my number from Three & have not had any problems.

Dufflecoat Fanny · 06-05-2021 8:20pm

I can't send texts now either ffs. getting error 38

Dufflecoat Fanny · 06-05-2021 8:21pm

Gooser14 wrote: »

Some people have 2FA text problems with ported numbers. Did you port your number? I ported my number from Three & have not had any problems.

I ported from vodafone last year. Was able to get 2FA texts no problem until lately now i can't even send texts

Riesen_Meal · 06-05-2021 8:23pm

Dufflecoat Fanny wrote: »

I ported from vodafone last year. Was able to get 2FA texts no problem until lately now i can't even send texts

Strange, I wonder is it a phone setting?

Very frustrating I can imagine...

I switched to Gomo when they first came out and have no issues getting any 2FA, ported from Eir...

Dufflecoat Fanny · 06-05-2021 8:35pm

I have a spare sim in other slot its 48 network. its sending texts fine, its the 3 network. I switched my security number to that one with BOI online but they haven't updated it with 2FA yet. Hopefully it will be sorted tomorrow during office hours

New Home · 06-05-2021 9:58pm

For 48 (IIRC), it turned out that the missing 2FA messages were ending up in the "Spam and blocked" folder (click on the three dots of your inbox to find it). It could be the same problem.

Also, for anyone whose phone went through an android update recently, check that the access point name settings haven't been changed by default from data.mymeteor.com to mms.mymeteor.com - this caused a lot of problems on my phone, which were immediately fixed once I changed that setting back to what it was.

Dufflecoat Fanny · 06-05-2021 10:19pm

New Home wrote: »

For 48 (IIRC), it turned out that the missing 2FA messages were ending up in the "Spam and blocked" folder (click on the three dots of your inbox to find it). It could be the same problem.

Also, for anyone whose phone went through an android update recently, check that the access point name settings haven't been changed by default from data.mymeteor.com to mms.mymeteor.com - this caused a lot of problems on my phone, which were immediately fixed once I changed that setting back to what it was.

nothing in the spam folders. internet works fine just can't send texts or receive 2FA texts

_Kaiser_ · 06-05-2021 10:22pm

Fieldog wrote: »

Strange, I wonder is it a phone setting?

Very frustrating I can imagine...

I switched to Gomo when they first came out and have no issues getting any 2FA, ported from Eir...

Not having any issues either.. PTSB, Revolut, Paypal, Credit Union, Microsoft etc

My number has been through the main networks over the years but ported in from 3 when GoMo launched and haven't ever had a problem

opus · 07-05-2021 11:10am

No real help I'm afraid but same for me, just looked at the SMS messages there & they're all authentication texts as people have all moved to WhatsApp or Viber. A few are Avant Money, An Post, PTSB, Paypal & Parcel Motel.

CoBo55 · 07-05-2021 11:16am

All working fine for me I just registered for the vaccine and got the text.

E30M3 · 08-05-2021 7:38am

CoBo55 wrote: »

All working fine for me I just registered for the vaccine and got the text.

I wouldn't assume that means it's working fine. I also got a Vaccine text with no issue but cannot get texts from Insurance Company, They investigated over a period of weeks and gave me a final response letter stating that they believe the issue is with my network provider.

GOMO Chat was a wasted hour and the operator closed the chat and cut me off as I was insisting it was their issue and the operator wasn't interested.

I have raised a complaint and that is currently being looked into and I will go to COMREG after that if not resolved as the behaviour of the Rep on Chat was unacceptable (I have a transcript of the chat saved)

I may ultimately get nowhere but I will exhaust the avenues available before I port off.

CoBo55 · 08-05-2021 10:32am

E30M3 wrote: »

I wouldn't assume that means it's working fine. I also got a Vaccine text with no issue but cannot get texts from Insurance Company, They investigated over a period of weeks and gave me a final response letter stating that they believe the issue is with my network provider.

GOMO Chat was a wasted hour and the operator closed the chat and cut me off as I was insisting it was their issue and the operator wasn't interested.

I have raised a complaint and that is currently being looked into and I will go to COMREG after that if not resolved as the behaviour of the Rep on Chat was unacceptable (I have a transcript of the chat saved)

I may ultimately get nowhere but I will exhaust the avenues available before I port off.

It's been said a million times now the problem lies with your old provider not handing over to GoMo properly. The only service I didn't get a text from was Netflix but when I was with VF I didn't get a text from them either I did it more for curiosity than anything else. You need to chase your old provider.

E30M3 · 08-05-2021 3:42pm

CoBo55 wrote: »

It's been said a million times now the problem lies with your old provider not handing over to GoMo properly. The only service I didn't get a text from was Netflix but when I was with VF I didn't get a text from them either I did it more for curiosity than anything else. You need to chase your old provider.

I don't see anything said here a million times and if this is the issue I expect GOMO to know about it and advise me or correct that with my old provider.

CoBo55 · 08-05-2021 4:09pm

E30M3 wrote: »

I don't see anything said here a million times and if this is the issue I expect GOMO to know about it and advise me or correct that with my old provider.

Maybe it's in another thread. GoMo can't fix what your previous provider did incorrectly and neither can comreg. You need to contact your previous provider.

E30M3 · 08-05-2021 4:31pm

CoBo55 wrote: »

Maybe it's in another thread. GoMo can't fix what your previous provider did incorrectly and neither can comreg. You need to contact your previous provider.

I'll let my complaint with Gomo Run its course and then decide. I expect my current provider to have the means to advise me if there is an issue and what needs to happen to resolve that rather than insist there is nothing they can do and cut me off.

Dufflecoat Fanny · 08-05-2021 4:53pm

Here's their reply when I told them I'm not receiving 2FA texts from boi, credit Union etc. And I can't send texts either.

i there,

Thanks for getting in touch!

If you don't notice any issues receiving calls/texts from one provider in particular, would you be able to find out the network that the company uses to send their short codes to you? As we can then look into fixing this routing issue with them.

For further queries you can also contact us via webchat at https://gomo.ie/help-support/
Thanks!
The GoMo Team

I mean Jesus Christ how am I supposed to know anything about networks and short codes of bank of Ireland. Lazy bastards couldn't be arsed.

New Home · 08-05-2021 4:57pm

How about asking BoI?

Dufflecoat Fanny · 08-05-2021 5:27pm

New Home wrote: »

How about asking BoI?

They should have all that information at hand and I'm nothing going to contact every single company that I'm not receiving texts from. They didn't give me an explanation why I can't send texts anymore either

New Home · 08-05-2021 6:12pm

How can they have that information at hand? They'd need to contact every single company out there that might be sending codes to their customers. Even if they did, the information could become obsolete very quickly if the sender changed their provider. You're the one who's not receiving texts from BoI, plenty of other GOMO users do, so it's a problem limited to certain customers, not to everyone, which means that it would make more sense to address that one issue for that one customer as an individual problem. I have no affiliation to GOMO aside from being one of their customers, but I've worked in customer services a long time and the phrase "Help us to help you" springs to mind. Out of curiosity, how many other companies are you not receiving texts from?

Jesus Wept · 08-05-2021 7:18pm

Dufflecoat Fanny wrote: »

Here's their reply when I told them I'm not receiving 2FA texts from boi, credit Union etc. And I can't send texts either.

i there,

Thanks for getting in touch!

If you don't notice any issues receiving calls/texts from one provider in particular, would you be able to find out the network that the company uses to send their short codes to you? As we can then look into fixing this routing issue with them.

For further queries you can also contact us via webchat at https://gomo.ie/help-support/
Thanks!
The GoMo Team

I mean Jesus Christ how am I supposed to know anything about networks and short codes of bank of Ireland. Lazy bastards couldn't be arsed.

Got the same ****e. Can't get KBC OTP, so can't actually move my money to pay rent.
Got an Ulster Bank txt though.
Pain in the hole

GOMO network and failure to receive SMS

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