GOMO network and failure to receive SMS

skinny90 wrote: »

Hi All,

So I am being blocked from authenticating into work apps

This is becoming a nightmare from a 2fA aspect

A couple of questions

Is this fixable?

How long does it take to resolve

What can comreg do to solve this?

Thanks

It’s a nightmare. Not receiving and 2FA txts from bank or credit union, or dept of social welfare. To say ‘this is not a route we support’ as an answer is pathetic for a phone network.
Have lodged an email complaint to gomo and Comreg. Will see if it gets sorted. If not will have to port to a different network

Received this reply from them today in relation to my complaint. Am I to take from this that some customers will be able to receive the SMS, and some won’t, and if you can’t then you won’t ever be able to? Bizarre to say the least. Ive already told them that my partner (also a gomo customer, can receive the very same texts from the very same organizations).

“Hi winter2019,
We're sorry you are not receiving your 2-Factor Authentication text messages. Unfortunately, there is nothing GoMo can do as these text messages are being sent by your chosen service through a 3rd party SMS provider. We have been advised by these providers to let our customers know to wait 48 hours after porting over, For anyone that is affected, we have conducted extensive testing and have found these texts are not reaching our network. If the issue persists, please get in contact with your chosen service and let them know the issue is persisting after 48 hours.
Kind Regards,
GoMo Complaints”

Absolute dead end. Comreg also a dead end as because GOMO are replying with that automated message about 3rd party service provider sending the messages apparently since I'm getting an explanation (whether it be correct or not) they are calling that satisfactory and closing my case. So if anyone gets any further and gets it fixed please post here

I also switched back to Three, all services are perfect again.
GoMo and their attitude + competence is pathetic.

GoMo was not able to solve, what more check in detail my issues since end of November.

ivorb wrote: »

I joined GoMo mid-Nov and had the same issue: No SMS from customers on Three and no SMS from Irish banks.

We went back and forth for 3 months with them telling me it wasn't their problem, it was the problem with the SMS Providers.

Eventually KBC bank gave me a nugget of information, saying that their messages to me were coming back with the error 'Unknown Subscriber'. I'm no expert, but from doing more research I figured out GoMo messed up my HLR record (Home Location Register) probably when they ported my number from Virgin.

When I told GoMo what the problem was, they fixed it in hours (by updating my HLR record). BTW, I checked my HLR record using phonenumber-lookup.info. If your HLR record is missing 'IMSI', 'Ported Network', etc., you'll have problems receiving some SMS.

You are 100% correct. I have been having the same issues as you and have contacted banks And GOMO over and over, if I see that prewritten message about it being a third party service problem and not theirs I think I'll go mad. Anyway used that website to check my number and my girlfriend's (who is also GOMO but receives all texts) mine is missing a load of stuff compared to hers. Contacted gomo customer service and had to tell ask him 4 times to send off to get this checked for me but looking at this you should be correct.

Excellent stuff, will update when they get back to me to let everyone know if this is definitely the case and not just a once off.

Once my HLR was fixed, I was able to receive 2FA messages from KBC and AIB (first time since joining GoMo three months ago).

GoMo claimed that it was Virgin's fault when my number was ported from Virgin to GoMo. They also claimed they sent my request to Virgin to fix my HLR and Virgin fixed it. I don't know why they needed to ask Virgin to do that, or what proof they have it was Virgin's fault.

I take a lot of what GoMo claim with a pinch of salt. I don't believe the extent of their SMS problem is beyond their control, and I think the HLR is a big part of it.

If GoMo doesn't have the ability to run a MVNO, then Comreg should take away their licence.

ivorb wrote: »

When they get a complaint about SMS routing, why they don't check the HLR as a first step (its free and takes 1 second). In my case they said they escalated it through management, so you'd imagine the fix would trickle down to the whole department.

I also can't understand why GoMo doesn't run a batch job to check all their customers' HLR records. Also you'd imagine they would have an automated check after a number is ported to GoMo. If GoMo has expertise in running a mobile company, they are doing a great job hiding it.

You’re mistaking them for a competent network. They’re not.

rn wrote: »

Anyone any luck getting gomo to fix your HLR entry quickly? I've just logged the 3rd support request, including the information about HLR entry this time. Hopefully this will work. And Quickly.

Contact ComReg. Nothing else will help. For my college on this way it was fixed.

ivorb wrote: »

Just an update on this. I was dubious about GoMo's story about asking Virgin to fix the problem, so I contacted Virgin. They got back to me and stated that GoMo never sent them any request.

I went back to my previous provider to ask was it up to them to fix. They have no access to do anything with my number once it moves according to them. Last response from comreg for me was over a week ago telling me they are finally looking into it. Make sure everyone gets onto them about this issue

I just topped up my daughter's phone and charged twice, 2x 9.99. There is any Gomo contact no.?

Gooser14 wrote: »

Why did you manually top-up? GoMo automatically debit the amount due from your registered debit/credit card.

I did not choose the automatically debit option, in fact i did not see it, supposed to be optional like PayPal.

mickotoole wrote: »

I've wasted about 90 minutes arguing with them online. Here is what I received

we can assure you that GoMo is not fixing this for any customers as the issue does not reside on our network. 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.

If after first registration your details are not validated with the SMS provider or the service provider (i.e BOI, AIB etc.) then the issue with the details not populating is on their end, not GoMo’s.

What is so frustrating is that I signed up with GoMo without porting my number. My wife signed up at the same time but she ported from Virgin. I can get SMS from banks/online services but my wife cannot. So when they say that it is a routing issue they are talking out of their arses. If it was a routing issue then it would affect all GoMo numbers surely? The only thing she can do now if find another provider. GoMo have absolutely no intention of dealing with this.

Yes they are talking out their holes which is what is driving me mad. There is no talking to them and they comreg are taking there word at face value when they send the same message you received back to comreg which is making me even more frustrated.

mickotoole wrote: »

I've sent them a few different messages now and this is the latest reply ...

Hi There,

Thanks for getting in touch!

Unfortunately the response it sounds like you have previously received would be the answer, as this HLR issue being reported isn't the cause, and it is either the routing from your bank's third party used for the texts or your previous provider which is causing this issue, it's not something we can fix on our end unfortunately.

So it looks like this is the official line with GoMo and they have decided that they are not going to spend anymore time on it. So utterly frustrating.

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.