Service Provider blocking auth SMS messages - how to escalate?

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Phil Hodey

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Apr 17, 2024, 8:08:05 PM4/17/24

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I have a web application used by 50,000 users across the UK. The system uses Firebase Auth with MFA authentication enabled.

Yesterday, all users on the EE & Vodafone network stopped receiving the MFA code via SMS. It looks as if EE is blocking messages from the google auth servers.

I've raised this with Google support and the latest status is that is it with a specialist team to resolve. However, I'm also told I will receive an update in 48 hours time! EE is the biggest network in the UK which means there are thousands of users currently locked out of the system.

Has anyone else experienced this before? My client is understandably very upset that their system is severely impaired and I have no way of fixing the issue apart from wait.