Unauthorized number porting

Unauthorized number porting

Unauthorized number porting

SOLVED
I'm a Participant Level 1

Unauthorized number porting

I recently heard about a new problem of people having their phone numbers ported fraudulently to unauthorized criminals. What is the best way to protect my Fido phone number from this type of illegal activity. I use the normal 2 factor verification all of my sensitive email and banking. However most these 2 step verification request go by text to my phone. This practice becomes useless if the unauthorized user has taken control of my phone number. 

Does Fido have a procedure in place that protects me from having my number ported to a new carrier without my being aware of the transfer.

Accepted Solution

Re: Unauthorized number porting

Solved by Moderator

Hey @nickgx,

 

We take our role of protecting our customers’ personal information very seriously. As fraudsters use evolving techniques to try to take advantage of wireless consumers, we continually strengthen processes to prevent unauthorized porting.

 

Whenever a port out is requested, you'll be advised by SMS right away for security purposes. If the port out wasn't authorized, you'll be directed by the SMS to call the Validation Team.

 

Hope this helps! 

 

 

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31 REPLIES 31
I'm a Participant Level 3

I totally agree with Robh11. Unless you (Fido) get a clear and unequivacable response from us (customer), you should not proceed with the number porting. Actually, I would like to see Fido impose something more robust than the current SMS process. Ideally, a porting request should be challenged with a PIN confirmation from the client. Or alternatively, have a "Do Not Port Out Number" setting in our account profile that we can enable or disable ourselves.

 

Cheers,
Carl 

Moderator

Hello @access and welcome to the Community.

 

I can totally understand why you are concerned about this. We would be happy to go over your options with you.


I'm sending you a PM now to get this looked into. Hope to talk to you soon. 



I'm a Participant Level 2

Can you send me info on how to better protect myself. I don't want to be scammed or have my bank scammed. How do I request port protection? Can I just add a note to my file?

Hey @Wishmaster666

 

We replied to your other post.



I'm a Participant Level 1

Hey @FidoKenny, can you please message me as well? I'd like to find out options for locking down my account. 

Hey @nickgx,

 

We take our role of protecting our customers’ personal information very seriously. As fraudsters use evolving techniques to try to take advantage of wireless consumers, we continually strengthen processes to prevent unauthorized porting.

 

Whenever a port out is requested, you'll be advised by SMS right away for security purposes. If the port out wasn't authorized, you'll be directed by the SMS to call the Validation Team.

 

Hope this helps! 

 

 



I'm a Participant Level 1

Hi

This is not really helpful, the same thing happened to me first of all when u get the SMS, even if you notice at the same time, there is no way to respond directly to that, so you have to call the number provided rather than directly respond to the SMS, the number provided is 1-866-405-8694 which is the answering machine for fraud detection team, so rather than someone helping you they decided to just take the message and who knows when they get back to you! so technically I someone decides to take your number FIDO has no procedure to protect you and they can't do jack **bleep** about it, you will have 3 days with no number, have to find a way to call the customer service, go through the hassle of following up, if you lucky enough the could retrieve your number after 4 days and you have to go to FIDO store in person to get a new sim card and old number , if you unlucky like me they don't even give u a simple apology and ask you to go to store and get a new sim card and new number , this is ridiculous, I have decided to go with another provider after this happened.

I'm a Participant Level 2

Hi FidoClaudia,

 

Has this SMS validation been applied to all Fido customers or do we have to set it up first?

 

If we have to request to receive this SMS first, how should I go about doing that for myself?

Hey @Ann8554,

 

When a port-out is requested you will receive an SMS with the alert right away. There is nothing to set up or to request on your end. 

 

I hope that clarifies things! 🙂 

 



I'm a Participant Level 2

@FidoAnthony ,

 

Thanks for your response. Like many commented, if it is simply an alert it might not be enough as I may be at work or busy and miss the sms. Is there a way to simply prevent the port-out or put a restriction on my account to prevent it unless I confirm by SMS or in person with ID *before* the port is allowed/completed?

I'm a Participant Level 1

If you don't respond to the text request for verification does that stop the process or does not responding implicitly approve the process?