Belong Network Support Request

REF: 5000I00001zFjlwQAC

STATUS: OPEN
REQUESTED: 20/03/2020 04:10

ACTIVITY
19/04/2020 06:43 [ME] Hi Team, Tested as requested. I disabled all other methods of MFA on my Twitter accounts so only the option of SMS remained. Restarted device. Tried to receive codes twice. Both attempts to receive SMS from Twitter failed. Powered off device and powered back on. Tried again twice, both times failed. Timestamp of attempts (Darwin time +0930GMT): Restart of Device Attempt 1: 0631 19/04/2020 - No code received Attempt 2: 0633 19/04/2020 - No code received Power Off then Power On Device Attempt 3: 0640 19/04/2020 - No code received Attempt 4: 0643 19/04/2020 - No code received Is there perhaps something Telstra hasn't released when I churned across to Belong?
15/04/2020 16:32 [BELONG] Hello Auki, Apologies for late response. Due to COVID-19 we're currently experiencing a large number of cases which is impacting our response time. We have refreshed your network please power reset your device let us know if you still encounter same issue. if yes, please provide us the date and time stamp of the v-code attempts you requested on twitter at least 2 samples please. Thanks for being patient with us. Regards, The Belong Mobile Operations
04/04/2020 06:36 [ME] HI Team, Using the BELONG SIM these were the approximate times of when Twitter would have tried to send the code. Times are local to Darwin, NT (GMT +930) 30/03/2020 0622 (Galaxy S9) 0/03/2020 0632 (Galaxy S7)
03/04/2020 10:28 [BELONG] Hi Auki, Apologies for the late response. We know how important for you to have the verification code. Could you please provide us the timestamp of the v-code attempts you requested on twitter. This will help us investigating the issue with our network engineering team. Regards, Belong Mobile Operations
30/03/2020 07:29 [ME] As requested I have performed tests using an alternate device. More specifically I used two different devices My own Galaxy S9 and a Galaxy S7. With my Belong SIM inserted: NEITHER of these devices received Twitter verification codes sent to my Belong number. To further prove that it is not the device that has the issue I used a Telstra SIM and ran the same tests to the Telstra number. In this test BOTH these devices successfully received Twitter codes immediately. Again this issue only happened after I churned my number across from Telstra to Belong. Have your team considered that the churn was not fully successful? [ Link To Attachment]
28/03/2020 04:31 [ME] Hi Grace, I have been able to get Twitter codes on this same device using SIM card that are with other providers such as Telstra and Amaysim but I will try your suggestion and get back to you.
25/03/2020 12:29 [BELONG] Hi Auki, Thanks for getting back to us. As per checked here, all of your incoming and outgoing calls or text are all active on our system so you should be able to received even the code from 3rd party application on your Belong SIM. Can you please try to insert your Belong SIM card on a different device and checked if your able to received the code? Do you have other issues aside from not getting the code from your twitter account? Any error message that you encounter while getting the code on your phone? Your response is greatly appreciated. Cheers, Grace @ Belong Mobile
20/03/2020 14:15 [ME] Thanks for the messages, I am messaging back to keep this ticket open
21/03/2020 12:08 [BELONG] Hi Auki, Thank you so much for your patience. We have checked with our dedicated team and got to know that they are already working on this case. Our team will get back to you with an update. Thank you so much for understanding. If you would have further questions, you can visit our website at http://www.belong.com.au/support/mobile it will help you to go through the Faq's to answer all your queries. Thank you for being our valued customer. Regards, Sailasya@Belong Mobile Team.
23/03/2020 04:57 [BELONG] Hi Auki, Thank you for trusting us! Together with our professional team, we promise to do our very best to you. Thank you so much for your patience. As per your support request, we understand that you are unable to receive the Twitter verification codes while using the Belong network but you are able to receive codes while using the different network, we are here to help you. Upon checking our records we see that we have forwarded this case to our concerned team.And they are working on it. We have checked with our dedicated team and got to know that they are already working on this case. Please allow us 24 more business hours so that we can get back to you with an update Thank you so much for understanding. If you would have further questions, you can visit our website at http://www.belong.com.au/support/mobile it will help you to go through the Faq's to answer all your queries. Thank you for being our valued customer. Regards, Sindhuja@Belong Mobile Team.