Resolved: Issues with receiving Duo 2FA calls for Bell and Virgin users

Monday, January 4, 2021

Resolved (Jan 6, 10:40 a.m.): Bell and Virgin mobile users should be able to receive Duo 2FA authentication phone calls again. Please note Duo calls may appear to be coming from Canadian phone numbers outside Ontario.

Questions or concerns? Contact the IST Service Desk, helpdesk@uwaterloo.ca or ext. 44357.
 



What is happening? Bell and Virgin mobile users may be experiencing issues with receiving Duo 2FA authentication phone calls. IST is working with the vendor to resolve the issue and more information will be shared when available.

What do users need to do? Users can accept 2FA prompts using the alternative methods below:

  • Duo Push: enroll your device by going to https://2fa.uwaterloo.ca/duo/enroll and accept Duo Push prompts using the Duo Mobile app
  • Enter a Passcode: select the ‘Enter a Passcode’ option from the Duo Prompt screen to enter a passcode generated via the Duo Mobile app or via SMS
    • For VPN, use 'sms' as the second password to generate a passcode via SMS

Questions or concerns? Contact the IST Service Desk, helpdesk@uwaterloo.ca or ext. 44357.

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