NS&I OTC (One Time Code) Problems Anyone ?

Bebe1980

Last night I made several transfers to my Direct Saver account and afterwards I tried to log in on NS&I to check whether the transfers had been successful...

I was then presented the "Add trusted device" screen, despite the fact that I use the device to log in monthly to check my premium bond wins etc.

So, annoyingly, I confirmed my Phone Number and clicked on Continue and waited for the call from NS&I to receive my OTC ...

The call came and I pushed the * (Star) button but unfortunately there was no OTC.. just silence... I pushed the * button again but still silence and again but nothing

I tried several times with 3 different phone numbers and each time it was the same - I got the call from NS&I but when I pushed the * button I received no code.

I contacted the support service (cut a long story short 3 times) and was told there was nothing they could do but raise a complaint, my concern would be looked in to. I asked how long it would take - perhaps 30 days !!!

BTW - I've tried it again today - like 12 hours later and it still doesn't work...

Have to admit, I was hoping they could just give me temporary access to my account so I could check the balance etc... very poor service - has anyone else had this problem - what were you told?

km1500

sounds about par for the course with NS and I tbh

Swipe

It worked ok for me yesterday to my landline.

Bebe1980

Tried again today (13/12) as it looked like NS&I had changed from calling to texting, as I suggested when I reported the voice message wasn't working properly...

Almost immediately... I got a call - same thing - voice message, push the star key - no OTP!!! 

Useless or what?

valiant24

I haven't had this recently but I have had all sorts of trouble with their OTCs.

Last time, in the summer, I tweeted them and got the standard reply ("We are unaware of any problems ...") even while there were 100s of similar tweets telling them there's a problem!

PRAISETHESUN

Sounds par for the course really. NS&I 2FA is a pain.

Haven't used a LL before, but I also usually get issues with the SMS codes when I need to log in. Usually end up having to request and enter the SMS code 2 or 3 times before it actually lets me log in to my account. I get there in the end, but it's a chore.

sausage_time

Bebe1980 said:

.....

I was then presented the "Add trusted device" screen, despite the fact that I use the device to log in monthly to check my premium bond wins etc.

.....

Slightly off-topic.  I guess you know you don't have to log in to check Premium Bond prizes?  Yes, I know you say "etc", but not sure there is much else to check monthly with NS&I.

https://www.nsandi.com/prize-checker

On topic - I have problems with trusted device status being lost, but I've always managed to re-secure with OTP. Maybe it takes a couple of goes sometimes.

Bebe1980

And again today... same thing... sent them a tweet

Bebe1980

You wonder what's going on don't you... reminds me of that Post Office scandal... Big company fails to properly test software and call center staffed with numpties echoing "no one else has complained... never heard of problems with the star key before..."

Not exactly rocket science is it?

Little annecdote to make my post a little more interesting:

"One-time passwords (OTPs) were introduced in 1981 by Leslie Lamport as a means to enhance computer system security"

So OTP/OTC's, have been around about 43 years.. and NS&I still cannot get it to work... perhaps they have their own in house team re inventing the wheel there.

wmb194

Bebe1980 said:

Last night I made several transfers to my Direct Saver account and afterwards I tried to log in on NS&I to check whether the transfers had been successful...

I was then presented the "Add trusted device" screen, despite the fact that I use the device to log in monthly to check my premium bond wins etc.

So, annoyingly, I confirmed my Phone Number and clicked on Continue and waited for the call from NS&I to receive my OTC ...

The call came and I pushed the * (Star) button but unfortunately there was no OTC.. just silence... I pushed the * button again but still silence and again but nothing

I tried several times with 3 different phone numbers and each time it was the same - I got the call from NS&I but when I pushed the * button I received no code.

I contacted the support service (cut a long story short 3 times) and was told there was nothing they could do but raise a complaint, my concern would be looked in to. I asked how long it would take - perhaps 30 days !!!

BTW - I've tried it again today - like 12 hours later and it still doesn't work...

Have to admit, I was hoping they could just give me temporary access to my account so I could check the balance etc... very poor service - has anyone else had this problem - what were you told?

Is this the issue where the time on the computer and the time on the phone don't match/aren't synchronised?

https://forums.moneysavingexpert.com/discussion/6510970/ns-i-website-login-problems-with-telephone-code

Bebe1980

@wmb194

I don't think so - same date and same time in hours and minutes.

I've now been advised to try two things:

1) Turn off wifi-calling - done that but doesn't make any difference.

2) Try using another service provider - unfortunately after going through security I was passed to the guy who was going to add another phone number and... I was then cut off   That's actually happened a couple of times in the past couple of days!

I'm going to watch some tv now and try again 2morrow.

Do you know what's really annoying about this (in a funny way)... I've been skint for the past 10 years but I recently inherited a fairly large chunk of money that I transferred to my direct saver account.

I'd just like to check it arrived!