Not receiving sms from FNB bank since porting from Cell C

[Munch]

Since porting from Cell C to Vodacom about 2 weeks ago I no longer receive sms from FNB. This includes inContact, online banking OTP's and verified by visa OTP's.

I receive all other sms from other sources including Capitec bank, other Vodacom numbers, other Cell C numbers. I have not tested MTN or 8ta.

I have contacted Cell C, Vodacom and FNB on the issue.
Cell C seems to think nothing they can do as my number is now ported.

FNB insists the problem is not with them. They also provided me with logs proving the sms's were sent and delivered to SMSC.

Vodacom have changed my message center number and checked settings on my device and ruled out antivirus etc. I have tried to escalate using Hello Peter and from a branch and no one ever gets back to me on the escalations. The branch claimed to have opened a ticket with IT.

I suspect there are routing tables that need to be updated. This usually happens after the port response. Maybe one of the networks were down for maintenance when my port response was sent and not all parties routing tables were updated. In that case maybe the port response needs to be resent or routing tables updated with Vodacom by IT.

I know Vodacom has assisted others with this problem on this forum in the past. The people I speak to don't really know what a routing table is so seem to ignore any mention of it.
If anyone has experienced this problem how did you resolve it?
If a Vodacom representative reads this can you assist?

 

[blunt]

I had a similar issue with my girlfriend porting from 8ta to Cell C, everything worked fine except she received no SMS's from ABSA at all. After emailing back and forth (ABSA also checked and they said from their side the SMS's showed as delivered) and phoning support I finally was told that 8ta's porting department (where the number originated) had to specifically allow "banking sms's" to be routed to Cell C, got through to someone who worked in the porting department and got it sorted out straight away - issue was finding someone with a clue.

Might be the same thing..

 

[Saajid]

I suspect there are routing tables that need to be updated. This usually happens after the port response. Maybe one of the networks were down for maintenance when my port response was sent and not all parties routing tables were updated. In that case maybe the port response needs to be resent or routing tables updated with Vodacom by IT.

^^ This. The routing tables don't have all the correct entries for your number. I'm sure if you contact Jannie or one of the Vodacom reps, they'll be able to sort it out for you.

I've had the same problem before every time I ported:
- from Virgin Mobile to MTN (could not receive SMSs or calls from Virgin mobile or Cell C numbers)
- from MTN to Cell C (could not receive messages from FNB)
- from Cell C to MTN prepaid (this is the only port that worked without a problem)
- from MTN prepaid to MTN contract (see below)

My current issue is that I am unable to receive SMS messages from Facebook. So I am unable to make use of 2-factor authentication any more. I contacted Facebook and got no response. I took it up with MTN, and they said that there is nothing wrong from their side. Sigh...

 

[VodacomData]

Thanks Saajid am on it ....

^^ This. The routing tables don't have all the correct entries for your number. I'm sure if you contact Jannie or one of the Vodacom reps, they'll be able to sort it out for you.

I've had the same problem before every time I ported:
- from Virgin Mobile to MTN (could not receive SMSs or calls from Virgin mobile or Cell C numbers)
- from MTN to Cell C (could not receive messages from FNB)
- from Cell C to MTN prepaid (this is the only port that worked without a problem)
- from MTN prepaid to MTN contract (see below)

My current issue is that I am unable to receive SMS messages from Facebook. So I am unable to make use of 2-factor authentication any more. I contacted Facebook and got no response. I took it up with MTN, and they said that there is nothing wrong from their side. Sigh...

 

[Munch]

Thanks Saajid am on it ....

thank you

 

[Saajid]

Thanks Saajid am on it ....

thank you

Cool stuff. Let us know if you get sorted out.

 

[Munch]

I received a sms from Cell C on the 31st confirming that my query was received with reference: 3103102333 and that I would be notified when resolved. I assume that is a result of an action taken by VodacomData. However I have received no further feedback. Could you please follow up on this?

 

[VodacomData]

Hi

That was logged with cell c as the problem is on their side with routing tables.

Muderick tried calling you and says he sent you an sms.

Regards
VodacomData

 

[Munch]

I am not getting any progress on this issue? It still seems like everyone is pointing fingers at each other?

 

[VodacomData]

Muderick is still waiting on response from Cell-c

I am not getting any progress on this issue? It still seems like everyone is pointing fingers at each other?

 

[Munch]

I have spoken to Cell C and have heard their side of the argument. According to Thato they did escalate the issue to IT who did check all routing tables are pointing to Vodacom. They insist the problem now lies with Vodacom. What exactly has Vodacom done on their side besides escalate to Cell C? Has Vodacom IT looked into it yet? I have previously through other channels logged this and been promised IT tickets will be logged and I would be guaranteed a call from IT in 24 hours but received none. At the end of the day I am now a Vodacom subscriber and the Vodacom is responsible for correcting the service. So please escalate this to whatever channels necessary to get this fixed. It has been over a month now without SMS and I am unable to perform banking without major difficulties. Maybe please check your own routing tables.

 

[Munch]

This issue is finally resolved after a 3 month long fight with Vodacom, Cell C, MTN, FNB.
It was very frustrating and costly(time and money) to me to get this sorted. The problem was MTN needed to update a routing table. I expected a routing problem from the start and getting people to listen and even understand the problem is very hard.

 

[SlothZA]

This issue is finally resolved after a 3 month long fight with Vodacom, Cell C, MTN, FNB.
It was very frustrating and costly(time and money) to me to get this sorted. The problem was MTN needed to update a routing table. I expected a routing problem from the start and getting people to listen and even understand the problem is very hard.

My wife is having the same problem after porting from MTN to Vodacom a months back. She is not receiving any messages from FNB. Do you perhaps have any contact details for the person at MTN who was able to help fix this?

 

[Noquarter]

I ported from MTN to Cell C about 6 months ago. Never had any problems with bank notifications not received from ABSA.

 

[cavedog]

I now have the same problem with my number..... I ported from Cell C to Vodacom and now I am unable to receive SMS from MTN numbers. All other networks works fine. Tried calling 111 and they had me change the message centre number that did not fix anything.....

I know its a routing issue or something in that line but trying to explain it to the person on the otherside of the phone is impossible. I called MTN porting department and they said nothing they can do for me the request needs to come from Vodacom and not me.

Looks like I need to port this number out again to have routing updated again.....

Vodacom is actually a nice network that allow LTE and decent 3G speeds for prepaid users. MTN does not even allow LTE for prepaid users so I guess I will port to Telkom Mobile....

 

[cavedog]

Anyways ported my number back to cellc prepaid tonight and now I can receive sms from MTN numbers again.... So was a routing issue but fixed now since I ported back.