Fido number hacked?

Fido number hacked?

Fido number hacked?

SOLVED
si
I'm a Contributor Level 2
I'm a Contributor Level 2

Fido number hacked?

I had an extremely upsetting experience yesterday with Fido, and I am now seriously worried that my phone number may be compromised, and Fido is doing NOTHING to re-assure me.
I have a prepaid Fido account, I only ever use my phone for emergencies, and I NEVER text message anyone. Yesterday, I saw that my account balance was $1.50 less than it was supposed to be. I checked the call history and text history on my phone and nothing showed up, I had to go to the Fido website to see that 2 text messages had been sent using my phone number. Again, I did NOT send these two text messages, and absolutely no one has access to my physical phone other than me. I called Fido customer service, and yes, they reimbursed me the $1.50, thank you, but they did not tell me what happened, was my phone number hacked? Is there a glitch in the Fido system? Why doesn't Fido investigate this? This is very serious, as my number was used by who-knows-who to send text messages, is this what they call spoofing? I had to ask Fido to disable text message sending option, just so I can be reassured that this will not happen again, and even though I don't ever text message anyone anyway, it bugs me that I have to resort to having my SMS sending capabilities blocked. Why doesn't Fido find out who sent these messages, and how they did so, since it wasn't me and it wasn't from my phone? I'm sure they can find out, and be able to see what these messages were. Why don't they do it? The Fido person I spoke to wasn't very helpful, telling me to call Nokia to check what's wrong with my phone!!!  I've had this same Nokia phone for 15 years now, and there is absolutely nothing wrong with it, Nokia is certainly not the source of this hijack, why doesn't Fido investigate? Again, no one ever uses my phone but me, and I ABSOLUTELY did NOT send these two text messages yesterday. Someone used my number to do so. Why doesn't Fido investigate?

 

 

Accepted Solution

Re: Fido number hacked?

Solved by Former Moderator FidoMaria

Hi @si!

 

I just want to clarify that it's not possible for someone to remotely use your phone number. For messages to be sent from your phone number, your SIM card must be in use and a number can't be activated on two separate SIM cards at the same time.

 

That said, I'll go ahead and send you a PM so we can take a closer look into your account. Talk to you soon!

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25 REPLIES 25
greggo
I'm a Participant Level 3

FYI. I have Fido prepaid. Same thing happening to me. 16 calls to international numbers. While my phone was off.

Hey @greggo,

Welcome to our Community Smiley

That's definitely strange. What phone model are you using, is it a Smartphone? Have you recently gotten any new apps on it?



greggo
I'm a Participant Level 3

It is a basic phone with no apps. In fact, the phone has been turned OFF and SIM card removed for the past week, and 7 more outgoing SMS on my account. If you verify in HLR, you should see my phone is not registered when these charges were made.

greggo
I'm a Participant Level 3

FYI here are the type of charges while phone was off with SIM removed

 

April 07, 2017 04:49PM 011 535 XXX-XXXX Outgoing SMS -- $0.75
April 07, 2017 04:46PM 011 535 XXX-XXXX Outgoing SMS -- $0.75
April 07, 2017 11:43AM 011 535 XXX-XXXX Outgoing SMS -- $0.75
April 05, 2017 01:12PM 011 535 XXX-XXXX Outgoing SMS -- $0.75
April 03, 2017 11:37PM 011 535 XXX-XXXX Outgoing SMS -- $0.75
April 03, 2017 07:00PM 011 535 XXX-XXXX Outgoing SMS -- $0.75
April 02, 2017 10:04PM 011 535 XXX-XXXX Outgoing SMS -- $0.75

 

**Edited numbers for privacy**

Thanks for the details, @greggo. I'm sending you a PM so we can look at this more closely.

 

 

 



si
I'm a Contributor Level 2
I'm a Contributor Level 2

Hello @greggo,

Si, original poster here, the recipients' numbers of the countless text messages that have been charged to my Fido account for close to a month now also start with 011 535, all of them, except for one, which starts with 011 491. I've mentioned these numbers to the Fido people here in private messages. I was told by a Fido representative from another department that 011 535 indicates Cuba mobile numbers. Be they Cuba, or Timbuktu, that doesn't matter to me, I didn't send them, my phone did not send them, my SIM card did not send them. Someone or something is somehow doing so remotely, or there is a glitch in the Fido system that is the source and cause of all of this.

 

greggo
I'm a Participant Level 3

Hi Si.

I also have a bunch of 491 numbers charged. As I said, my phone was off, with SIM card removed, so either an issue with Prepaid platform, or the SMS platform. None of these "Outgoing SMS" show up in the phone history. Pretty sure other people are affected, they just have not noticed yet!

I've had to power up the phone now, but Fido says they are investigating.

One thing I forgot to mention was that I had changed my SIM card a short while ago. Don't know if thishas anything to do with the cause, but had not seen the charges with the old SIM. But since the phone was off, and SIM completely removed, it points more to Prepaid or SMS node issues.

greggo
I'm a Participant Level 3

Did a quick search of previous SMS issues like this. Seems it has been around for a while (Same issue seen in 2013):

 

COMMUNITY SPECIALIST
This is a known billing issue. A small group of customers are affected. Our techs are working to fix the issue.

We apologize for the inconvenience.

si
I'm a Contributor Level 2
I'm a Contributor Level 2

It is Saturday afternoon, April 15, 2017, and I've just checked my Fido balance, and I see that 5 more outgoing text messages have been charged to my account, all 5 close to within a 24-hour period.

 

 April 14,    2017  04:29PM    011 535 XXX-XXXX  Outgoing SMS    --   $0.75 
 April 14,    2017  04:29PM    011 535 XXX-XXXX  Outgoing SMS    --   $0.75 
 April 14,    2017  04:29PM    011 535 XXX-XXXX  Outgoing SMS    --   $0.75 
 April 13,    2017  06:58PM    011 535 XXX-XXXX  Outgoing SMS    --   $0.75
 April 13,    2017  03:31PM    011 535 XXX-XXXX  Outgoing SMS    --   $0.75

 

Fido Call Centre agents have told me that I can contact them whenever I feel it necessary to ask them to re-adjust the balance (to what it was since the last adjustment). The balance on my prepaid account is now $1.20. The next one of these SMS charged to my account would bring the balance to 45 cents. With a balance of 45 cents on a prepaid account like mine, I assume no other of these international messages should go through, as I assume Fido does not allow negative balances on prepaid accounts, right? I want and need my phone line to remain active, and since I don't ever use the phone to make calls (except the rare emergency), and I don't ever text message anyone, I should be allright for a while with a balance of 45 cents.

 

FidoRanya
Former Moderator

Hey @si

 

As you mentioned, it would not be sufficient to have an outgoing international SMS sent out . 



si
I'm a Contributor Level 2
I'm a Contributor Level 2

Thank you @FidoRanya for confirming that Fido will not allow prepaid balances to drop in the negative range. I now have a 45 cents balance, as another outgoing 75 cent SMS was charged to my number yesterday:

 

April 15,    2017  05:02PM    011 535 XXX-XXXX  Outgoing SMS    --   $0.75

 

I normally wouldn't feel comfortable with a balance so low, but because of this ordeal that I've had to live through for exactly one month now, I will deliberately keep it at .45, and I will monitor my account closer than usual to make sure it stays above zero. I'll contact Fido Call centre to update them on this, and would ask them to eventually credit my account only when comes the time to pay my monthly fees.

I do hope Fido resolves this soon, and I do hope for an explanation. Has my number been hacked? If so, I don't want to chance porting the number to another carrier, and having the same issues. I'd have to change numbers. If however, the problem lies within the Fido system, I would keep this number that I've had for a very long time and take it elsewhere. Come on, Fido, you've got the tools and resources to figure out what's been happening, and to make it stop. I know I'm just a lowly prepaid customer of little importance to you, but this has been going on for far too long now. Please fix it already.

FidoCatherine
Former Moderator

Hi there

 

I'm sorry you feel this way!

 

We've already discussed this matter by PM though.

 

Feel free to reach out by PM once again if you wish to discuss this further



Cawtau
Senior MVP

Hello Si,

 

  Welcome to the community!

 

  I understand it can be upsetting finding out that SMS/MMS was sent without your knowledge. However, I think it's unlikely your phone was hacked. People who hack phones usually rack up more usage than two messages.

 

  Additionally, when scammers use spoofed numbers, the accounts of people who own the numbers being spoofed are not compromised. The scammers simply broadcast a different number other than their own. They have no access to the number they broadcast.

 

  I think the more likely scenario is one of the apps on the phone is sending the messages. I understand it's an older Nokia phone so it's unlikely you downloaded any apps yourself. I'm referring to the ones that came with the phone. The same thing happened to my mother's old Nokia phone (a 6062, if i remember correctly). After a lot of researching, we figured out it was one of the pre-installed games that was sending the messages. I don't know why or how it started, it just started sending them -- a couple of SMS a month. I couldn't find any way of disabling the game or preventing it from sending the messages so I ended up blocking all outgoing SMS from her account. We have since updated her phone to one of my sister's old smartphones. Same number, same account, unblocked SMS and no more unknown messages sent.

 

  I understand this post might not provide a solution to your problem, but I hope it sets your mind at ease that your phone/account has unlikely been hacked.

 

Hope this helps Smiley

 

Cheers


KAPABLE-K
MVP

@si are you using a smartphone by any chance? If you are did you recently install any apps used to chat?

 

I know they are some apps when you install it, it sends out an invite to your contacts.



si
I'm a Contributor Level 2
I'm a Contributor Level 2

It is not a smart phone, it's a plain Nokia that I bought close to what must have been about 15 years ago. There are no apps installed. I only ever use it for emergencies.

Hello again,

 

  I understand your phone is not a smartphone. My mother's phone was not a smartphone either (Nokia 6026, circa 2005). It was one of the old flip phones. Even the old regular phones had some very simplistic games and applications pre-installed. That said, perhaps your phone even pre-dates her flip phone.

 

Cheers


si
I'm a Contributor Level 2
I'm a Contributor Level 2

It appears Fido's final position on this matter was that these two strange text messages that I was charged $1.50 for could only have originated from my phone device.  I don't know that Fido actually investigated or not, but they are wrong, 100% wrong. No one used my phone device to send these text messages, I certainly did not, nor did anyone else touch my phone device at any time, nor does anyone ever touch my phone device at any time, or have access to it at any time, only myself.
I asked that outgoing text messaging be blocked, as I mentioned before, I don't ever text message anyway. And I was told that, per my request, and to prevent this from happening again, outgoing text messages were blocked. This was 4 days ago. So, why did it just happen again, 75 cents missing from my prepaid account, no record of it on my phone, and I have to check online to see that I have been charged for another text message sent to a strange number totally unfamiliar to me.

This old phone of mine, a plain Nokia, with no camera, no apps, is certainly not sending these text messages by itself. And absolutely no one has access to it, just myself. Someone somehow has been using my number, not my phone device, but my number, to make and send these text messages. And despite having outgoing SMS blocked, it just happened again. Will Fido please look into this matter seriously. I am on pins and needles.

FidoMaria
Former Moderator

Hi @si!

 

I just want to clarify that it's not possible for someone to remotely use your phone number. For messages to be sent from your phone number, your SIM card must be in use and a number can't be activated on two separate SIM cards at the same time.

 

That said, I'll go ahead and send you a PM so we can take a closer look into your account. Talk to you soon!



si
I'm a Contributor Level 2
I'm a Contributor Level 2

"I just want to clarify that it's not possible for someone to remotely use your phone number. For messages to be sent from your phone number, your SIM card must be in use and a number can't be activated on two separate SIM cards at the same time."

 

So why are there still outgoing text messages being charged to my phone number despite the fact that I have shut my phone off, with the SIM card having been removed?

Hey @si,

I've replied to your PM Smiley