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SIM Swap Fraud

Catherine_T
Retraité / Retired
Retraité / Retired

*July 14, 2021 Update*

 

We are pleased to announce that as of July 14, 2021, SIM card changes have been re-enabled in My Account

 

We temporarily disabled all online SIM swaps in March, to protect our customers from SIM swap fraud.

 

We have now implemented an additional step in the form of a 2 factor-authentication code to secure this process.This code can be sent via SMS or email, and must be verified to complete the SIM swap.

 

For more details, please see below.

 

Jade_S_1-1626272487403.png

 

All the information below can be found in this Help Article. 

 

---------------------------------

 

*March 8, 2021 Update*

To protect our customers from SIM swap fraud, we have temporarily disabled all online SIM swaps through Self-serve. To change your SIM card, please submit a ticket here

 

Customer safety and security is our priority, and we are working on permanently securing the online SIM swap process. In the meantime, we recommend that you continue following the steps outlined below to protect against fraudulent activities.

 

-------------------------------

 

Hey Community,

 

We’ve noticed some cases of SIM swap fraud, and wanted to help our customers better understand what SIM swap fraud is, what to do if you’ve been targeted, and how to prevent it in the future. 

 

All the information below can be found in this Help Article. 

 

What is SIM swap fraud?

 

Efforts by fraudsters to gain unauthorized access to customer accounts with the goal of accessing banking information is on the rise. As part of our commitment to protect our customers’ personal information, we have robust security protocols in place that are designed to protect the privacy and security of our customers.

SIM swap fraud, or SIM jacking, is a type of fraud that occurs when fraudsters gain access to your Self Serve account, to replace your SIM card information with their own. After replacing your SIM card, all communications will be redirected to the fraudster’s device. They will then be able to intercept recovery SMS/calls, and gain access to your personal banking, ecommerce, email and social media accounts. 

 

How does SIM swap fraud happen? 

 

Fraudsters can obtain customer Self Serve account credentials through malware, phishing attempts or data breaches on websites where login credentials are the same as your Self Serve account. 

 

What do I do if I’ve been targeted by SIM swap fraud?

 

If you have been targeted by SIM swap fraud, we recommend you take the following actions to secure your account:

  • Change your Self-Serve account password and security question immediately to lock the fraudster out of your account

 

  • Put your phone into Lost/Stolen mode to suspend the fraudster’s service, to do this follow the below steps: 
    • Log in to you Self-Serve account
    • Go to Plans and Add-Ons, then select “lost/stolen phone”
    • Select “suspend service”

 

Catherine_T_1-1612535117310.png

 

 

  • Then, submit a ticket here - our Moderator team will be able to restore your original SIM card. 
  • We also recommend contacting your financial institutions to ensure your banking and credit card accounts have not been accessed, and checking your social media accounts for any suspicious activity. Make sure you change your passwords to these accounts immediately. 
  • You may also want to report the fraud to your local police and the Canadian Anti-Fraud Centre at 1-888-495-8501, as well as contact the two national credit bureaus to request a copy of your credit reports and place a fraud warning on your file (Equifax Canada Toll free:1-800-465-7166 and TransUnion Canada Toll free: 1-877-525-3823).

 

How to protect against SIM swap fraud? 

 

Given the increase the telecommunications industry has seen in fraudulent activity like SIM swaps and unauthorized porting, we recommend that Canadians take the following steps to protect themselves:

  1. Protect your information: limit the amount of personal information about you online; fraudsters can use this information to verify your identity when attempting to swap your SIM. Be careful to not click on phishing emails (and texts) that ask you to provide and/or validate private information. 
  2. Guard your phone number: don’t add your phone number to any online accounts where it is not necessary. The fewer accounts you have associated with your number, the lesser your risk.
  3. Use strong and unique passwords for each of your accounts: using the same password across multiple accounts is a hacker’s jackpot. When you use the same password across different accounts, remember that once they successfully hack one account, they’ve hacked them all.  We also recommend that you change your passwords, including your Self-Serve password regularly.
  4. Set up authentication methods that aren’t text based: often, online accounts will require you to set up two-factor-authentication (2FA) for added protection; with 2FA, you need to authenticate yourself with something in addition to your username and password, such as a code that is sent to your device by text. With SIM swap fraud on the rise, you may want to use something other than your phone number for 2FA like an authenticator app or security key.

 

While Public Mobile is actively working on ways to help keep our customers safe, please make sure to stay vigilant, and be aware of any suspicious activity. 

 

- The Public Mobile Team

 

197 REPLIES 197

@Junaidnur 

I'm not quite sure the problem you are having....pm does not support esims and an esim is imbedded in an esim enabled phone.  Do you need a reliable retailer to purchase a pm sim card?

 @Junaidnur : Why do you think you're in a SIM card swap hack situation? The option to change SIM in the self-serve is gone. How would this happen? What symptoms are you having that leads you to this conclusion?

Pawprints1986
Town Hero / Héro de la Ville

@hTideGnow I hate that so many companies are forcing it... You can't even make an Instagram account now without it. I tried giving it a fake number from one of those receive text free sites, but it didn't work and now that email is banned. It's not a bank account, it's social media. Its getting ridiculous...

 

Especially if it makes swaps like this all the more easier

 

Can we once and for all make it so you have to act if you *want* the swap, or phone number port to happen legitimately? As of now doing nothing means you want the switch. So if someone's asleep, at work, etc they'll have no idea in time and then these things will happen more... Even if we have to call the main telus line. It's a hassle but less a hassle than having to possibly replace all ID and every single account/card/password... 

@Junaidnur  not sure what the problem you have.. did you meant the SIM you got from your area are all fake or being "tampered"?   If you are worry, I guess you can order directly from PM, but it might be a lengthy delivery.

 

 

Danielle5368
Good Citizen / Bon Citoyen

Very informative, thanks 


@Pawprints1986 wrote:

@hTideGnow I hate that so many companies are forcing it... You can't even make an Instagram account now without it. I tried giving it a fake number from one of those receive text free sites, but it didn't work and now that email is banned. It's not a bank account, it's social media. Its getting ridiculous...

 

Especially if it makes swaps like this all the more easier

 

Can we once and for all make it so you have to act if you *want* the swap, or phone number port to happen legitimately? As of now doing nothing means you want the switch. So if someone's asleep, at work, etc they'll have no idea in time and then these things will happen more... Even if we have to call the main telus line. It's a hassle but less a hassle than having to possibly replace all ID and every single account/card/password... 


Did you try a Fongo number.  It’s free and does receive texts. But have to pay to send. It works for confirmations perfectly. 

lemonkitkat
Good Citizen / Bon Citoyen

I cancelled my public mobile service one month ago and ported my Number to Fido, without issue. This evening at about 10pm I received an email from PM:


Let’s get
your number
transferred.

Hi _______,

We’re so happy to have you with Public Mobile. All that’s left for you
to do is transfer your number <***>***-**** over.
There’s a 2-factor authentication process involved, so you’ll just need
to respond to an authentication SMS sent by your previous provider.


I have not asked for a number transfer. I have not received a text asking for a number transfer. I am and have been unable to log I to my PM account since I did the port to Fido, as the log in service does not recognize my email so I cannot verify other aspects of my account. What is happening here? Am I experiencing sim swap fraud?


@lemonkitkat wrote:

I cancelled my public mobile service one month ago and ported my Number to Fido, without issue. This evening at about 10pm I received an email from PM:


Let’s get
your number
transferred.

Hi _______,

We’re so happy to have you with Public Mobile. All that’s left for you
to do is transfer your number <***>***-**** over.
There’s a 2-factor authentication process involved, so you’ll just need
to respond to an authentication SMS sent by your previous provider.


I have not asked for a number transfer. I have not received a text asking for a number transfer. I am and have been unable to log I to my PM account since I did the port to Fido, as the log in service does not recognize my email so I cannot verify other aspects of my account. What is happening here? Am I experiencing sim swap fraud?


This isn't a case of SIM card swap fraud as you're no longer a Public Mobile customer.  Your Fido number can't be transfered without your authorization. Simply ignore the message.