NS&I website login problems with telephone code

dogfonos

Anyone else had this problem?

Entering an on-screen six digit code via telephone is the second part of the two-factor authentication process to log into NS&I accounts. It's the part that usually goes wrong and prevents me from logging in.

This issue has plagued me for months and has never worked consistently. There's no issue with the first part of the login process - I use an online password manager. Problem comes with the second part where I select a 'phone number (previously set up with a choice of two numbers - one landline and one mobile) on which to receive a call from NS&I so that I may enter the six digit number into the 'phone that's displayed on screen. The 'phone call instructs me to press the hash key if I'm expecting this call. When I do so, I clearly hear the tone generated by pressing the 'phones hash key but it seems the key press tone is rarely detected/recognised/heard at the NS&I end. I know this system can work because it has before, albeit intermittently.

I spoke to a human at NS&I who asked questions and filled a form out whilst we spoke but he seemed fixated on my PC and browser, though I don't see what's that got to do with this particular problem. I hold out little hope of a fix.

Just interested to know if anyone else has had similar issues with the NS&I website login. Is it a known weakness?

mikb

Do you have a second land-line phone that you could test it with in case the DTMF (tone) generation is failing in the one you're using? Just to rule the phone out as a source of the problem?

I'm not surprised NS&I support didn't understand the problem ...

Olinda99

also I believe as long as you don't clear the NS&I cookies then once you have verified the browser you don't need the phone call or text again after the first time

dogfonos

mikb said:

Do you have a second land-line phone that you could test it with...

Yes, should have said I also used a second landline 'phone which did the same thing.

Olinda99 said:

also I believe as long as you don't clear the NS&I cookies then once you have verified the browser you don't need the phone call or text again after the first time

I do have strong security on this PC, possibly excessive. NS&I probably can't track me so I'll back off protection for the NS&I website and try again.

Odd thing...

I was notified, by email, of three replies yesterday to my original post yet only two are currently showing here. Odd. The reply from JamesRobinson48 isn't showing in this thread but in it, he suggests I get a text message sent to my mobile instead of a voice mail. Whilst that wouldn't be ideal for me, it may be the only option if altering my PC security settings don't help.

Many thanks for your responses - appreciated.

coastalkid

Having the same issue, hash key not being recognized on either landline or mobile phone. Complained to NS&I told it wasn't a problem their end I should contact my phone provider. I pointed out out I had two providers and used two phones so clearly it was an NS&I fault, told it was their 'policy' to say it wasn't - absolute idiots.

dogfonos

coastalkid said:

Having the same issue, hash key not being recognized on either landline or mobile phone. Complained to NS&I told it wasn't a problem their end I should contact my phone provider. I pointed out out I had two providers and used two phones so clearly it was an NS&I fault, told it was their 'policy' to say it wasn't - absolute idiots.

Has the whiff of Horizon about this, though thankfully without the devastating consequences.

The NS&I website recognises the hash key on my mobile about 50% of the time yet never recognises the hash key on any of my three landline handsets. I've spent too many life-sapping minutes on the 'phone to NS&I customer support (cannon fodder?) so whilst this situation isn't ideal, it will have to do.

If I were a perpetual optimist, I'd say that's progress of sorts. If I were a realist, I'd say NS&I haven't a clue what's going on.

Swipe

Typical NS&I. As safe as your money may be with them, this is why you should not keep funds there that your require quick access to.

missedopps

I have been having this problem today 17 June 24.  I went through the login page on my laptop, NS&I sent a passcode to my phone, I entered passcode on my laptop and was sent back round to an empty login page to start all over again. 

My browser is updated, my clock time and date on laptop and phone are both correct and I have cleared the cache - all as suggested by NS&I but I am still stuck.  I have been able to access my account using my partner's laptop but there is no explanation as to why I can't access my account on my laptop.  On the phone NS&I tell me the problem is with my laptop yet I was able to access my account two weeks ago without any difficulty.  I have made repeated attemps and made phone calls to NS&I with no result.

There doesn't seem any way to raise a complaint and know that it is going to be traced and an answer provided by NS&I.  Also, I am not able to access the Chat help service and phone help is only available office hours (Mon-Fri and weekend hours Sat-Sun).  I find this appalling.  I have the entire proceeds of my house sale sitting in a bank account and I am unable to get help with the online account using the two factor id system that NS&I insisted upon giving me. Terrible service and very worrying for me as I need to complete a house sale next week.

ColdIron

Cache and cookies are the obvious starting point. Try a different browser on your laptop. If that works try your browser in safety mode and then private/incognito mode. The point that it stops working may help you identify the cause

Beddie

Try downloading a different browser on your laptop - chrome/firefox are perfectly safe, or use Edge which is already installed on Window laptops. Anything different will do, or even your phone.

Hope you get it fixed!

joanne2460

Missidopps, very scary. Did you get it resolved?
I've had a frustrating two days trying to access my savings account. The OTP texts are not coming through to my phone after more than about 15 tries. 8 phone calls going through the same things, tried two different browsers, switched everything off and on again, been in touch with EE who confirmed that the texts weren't getting through. Did everything that they suggested. I was told yesterday by one of the call handlers that they had put a complaint in to the tech department but one of the people I spoke to today said that they had no record of it. Todays person told me that they'd put a complaint in, gave me a reference number and said to try again in 72 hours. I transferred some money over the phone but in our scam aware times this really doesn't feel secure. Especially if you're dealing in large sums. Just dreadful.