Not Receiving International SMS Messages at Home in USA or in Iceland
bikearama
Newbie

I have been struggling to get international SMS notifications on my Samsung Galaxy S20+ from my bank account in Iceland. There is no error on the bank's end. It says that a code has been sent, but I never receive. We've had a bank account in Iceland since 2015 and received these second factor authenication notifications for years before they stopped working a couple years ago.

I've spent 3 hour-plus sessions on the phone with Verizon Wireless to try to sort it out on their end this month, and have been told at the end of each of those sessions that the case has been escalated to a Tier 3 engineering group and that I would receive a response in 24-48 hours. 72 hours + later I called back the second and third time after not receiving a response, just to go through the same thing again.

Four months ago a Verizon representative signed me up to begin paying $10/month on two lines specifically to receive international SMS messages as the way that particular representative thought would fix my issues, but nothing has changed.

Further information: SMS notification from my Icelandic bank does not come through when I am in the United States or when I am in Iceland.

Also, pictures texted internationally don't come through from Iceland whether I am in the United States or Iceland, and I can send pictures to Icelandic numbers so that they look like they send on my device, but are never received by the Icelandic phones.

When I am in Iceland I can send pictures to people in the United States using my phone on TravelPass and am able to receive pictures on cellular and wifi.

Please help. This is very frustrating and problematic that we cannot get into our Icelandic bank account to pay bills, etc. without verifying our authenticity with an SMS.

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14 Replies
vzw_customer_support
Customer Service Rep

We're so sorry to hear you've been having trouble receiving international messages from Iceland, bikearama. We appreciate your efforts thus far and want to ensure there is a resolution for you. I'm so glad to hear we have already been working on this and that this concern was escalated. Was a ticket ever created for this issue? Is the message coming from a five digit number or an Iceland number? Are you currently in the U.S. or Iceland? -Danielle

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bikearama
Newbie

We are in Iceland for the next two days.

A support request was created on 12/14/2022 and another one created 12/23/2022.

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vzw_customer_support
Customer Service Rep

Are there issues with the short code text messages (like from your bank) or all texts in general?

*Aly

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bikearama
Newbie

Sorry code texts from the bank don't come through. Regular text messages come through and go out, but pictures do not go out or come through. I sent a picture too a friend in Switzerland yesterday and my phone said it sent, but was never received on my friend's phone.

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vzw_customer_support
Customer Service Rep

bikearama, we definitely want you to remain connected anywhere you go. Please send us a Private Note, so we can assist you here.

*Bee

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bikearama
Newbie

Hello, I'm still watching this thread. Is there any new news?

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vzw_customer_support
Customer Service Rep

Good afternoon, bikearama! We are here to help! Can you please send us a private message to better assist you? 

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bikearama
Newbie

I do not know what type of number the bank sends the notification text from. It is coming from their bank website landsbankinn.is but I don't know whether it is a regular 7-digit Icelandic number or a 5-digit number.

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vzw_customer_support
Customer Service Rep

Good morning and Happy New Year!! Please send us a PM, so we can look into this for you!! 

*Nicole

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bikearama
Newbie

Hello, is this still a live thread?

While I am flattered that I've been promoted from Newbie to Content Contributor to Master to Avid Returner, I'd much rather someone just help me out with my issue with my phones not receiving SMS messages when sent to them internationally whether I'm in the USA or in Iceland since I'm paying an additional fee specifically for International SMS and phone calling on both of my lines.

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vzw_customer_support
Customer Service Rep

 

We would be happy to assist you with your concern. Please private message us for further assistance.     *Mabell

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bikearama
Newbie

Sounds good. How do I private message you? I don't see any way to do it through this forum.

Thanks

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vzw_customer_support
Customer Service Rep

We are sending you a PM now to assist you further.  Thank you.

-Sean

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jav6
Champion - Level 3

@bikearama wrote:

Sounds good. How do I private message you? I don't see any way to do it through this forum.

Thanks


To PM, click on the requestor's profile name.  Specific agents are unable to receive PM's so you have to send them to vzw_customer_support.  Whether the specific agent that requested the PM is online when you respond and sees the message is hit or miss at best.

Private Message profile.jpg

...Just another VZW customer...trying to offer some assistance...
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