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Hi Aishwarya,

Thank you for your clarification.

We understand that Sonetel cannot guarantee delivery of verification SMS messages from third-party services. However, we would appreciate it if you could help us investigate whether anything may have changed on the routing or filtering side since the messages were successfully delivered previously.

For example, on Thu 23 Apr we successfully received an Apple verification SMS from short code 51472 on our Sonetel number +447520640482. The message was delivered correctly and appeared in the following format:

“SMS From 51472
Dear Admin,

SMS received on your Sonetel phone number 447520640482:

Your Apple Account code is: *****. Do not share it with anyone.”

Because these messages worked before and now suddenly stopped arriving on multiple numbers, we would like to understand whether any carrier routing, filtering policy, aggregator configuration, or anti-spam mechanism may have changed after that date.

Would it be possible for your technical team to perform additional diagnostics?
For example, perhaps one of our numbers could temporarily be monitored or configured for debugging purposes while we initiate a new Apple verification SMS, so your engineers can check whether the message reaches your upstream provider, is filtered somewhere in the chain, or fails before reaching your platform.

We are a long-term and relatively large customer of Sonetel and spend a significant amount monthly on your services. We would therefore greatly appreciate it if you could escalate this case internally and make every possible effort to help identify what may be causing this issue.

Thank you in advance for your assistance and cooperation.

Best regards