very slow SMS

There are lots of sites with 2-factor authentication now that send a code via text messaging. At least half the time for most sites the message doesn't come until 20 minutes or so later, by which time they have expired. This has been going on for months now on multiple sites. For normal text messages from humans I don't normally see a delay. Anyone else seeing this?

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  • Hey David

    it's not common to receive delayed 2-factor authentication texts through multiple websites. I would recommend clearing the cache in your web browser to see if it that works. If that does not correct the delay then we will look in to troubleshooting your device. 

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  • What web browser? It starts with trying to log onto some site but I've used multiple browsers on multiple computers. In any case they normally say they have sent a code via SMS and display a form to enter the code, so the delay wouldn't be in the browser.

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  • Hi David,

     Just stepping in for Kofi here. It is strange that you are getting the regular text messages without delay but the 2-factor authentication ones with a delay. If you have tried on multiple computers we can eliminate the idea that it's the web browser which leaves us with either the server that is sending the code or an issue on our end. We would need to do some troubleshooting on your account to determine if anything is amiss with us and for that, you would need to reach out to our support team. We're open weekdays from 8 am to 1 am ET and on weekends from 8 am to 11 pm ET. Call, email or online chat and one of our representatives will check out your account for you. 

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  • I have noticed that the 2FA sms messages are very slow also. The messages are often expired before I receive them. I have had to turn off 2FA because of that. My credit card 2FA messages are almost immediate.

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  • Hi Doug,

     If you have already tried some of the troubleshooting steps above then we would have to troubleshoot the device from your account side. You'll need to reach out to our support team by phone, email or online chat so that one of our representatives can take a look for you. We are available on the weekends from 8 am to 11 pm ET and weekdays from 8 am to 1 pm ET. If you need our contact information it can be found here.

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  • I've disabled and re-enabled two factor authentication. It's working much better now. I'll keep monitoring it.

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  • Sounds good. Do keep monitoring it and if you notice the delay again please reach out to one of our support representatives who would be happy to investigate for you. 

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  • For what it's worth, Ting support did some reset operation and things worked better for a short time. But texts still come in very late maybe 20% of the time. Sometimes if I'm doing a 2FA I have to reboot my phone to get the message.

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  • Sometimes i wont get any text messages until i reboot my phone.  any suggestions?

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  • Hey Peggy, 

    I'm like 99% sure this is because the phone you're using on Ting doesn't support VoLTE. https://ting.com/blog/turn-on-volte/

    Basically, the frequencies that your current phone uses for calls and text messages are starting to be turned off and turned down on the towers, which means your phone has to work harder and compete with other customers in the area using those same frequencies.

    We identified this problem a few years ago if you'd like a little more technical explanation: https://www.reddit.com/r/ting/comments/9cqivk/over_4_years_and_now_this/e5cxh5j/

    The only real fix is to switch to a phone that does support Voice Over LTE. Once you do, the problems with not receiving text messages will disappear basically completely. Your problem is EXACTLY how it happend with my wife. Upgrading her phone fixed it completely. We ended up getting a secondhand phone from swappa.com, because we didn't want to spend a ton of money on a new phone.

    To clarify, this isn't a Ting-specific problem. This is how our upstream network provider works, and it's a unique problem that all 4 (now 3) carriers have faced and gone about different ways.

    If you'd like me to triple-check and get to 100% this is what's happening, email help@ting.com and let me know. I'll grab the ticket, confirm your account and go over the options as we understand them.

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