Unauthorized number porting

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I'm a Participant Level 1 access
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

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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Re: Unauthorized number porting

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. 



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I'm a Participant Level 1 nickgx
I'm a Participant Level 1

Re: Unauthorized number porting

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

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Solution

Re: Unauthorized number porting

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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I'm a Participant Level 2 Ann8554
I'm a Participant Level 2

Re: Unauthorized number porting

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?

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Re: Unauthorized number porting

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! 🙂 

 



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I'm a Participant Level 1 CanadianJim
I'm a Participant Level 1

Re: Unauthorized number porting

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

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I'm a Participant Level 1 robh11
I'm a Participant Level 1

Re: Unauthorized number porting

Hi Nick,

As I understand Fido's current policy, if someone tries to port out my number, Fido will send me a warning text before acting, and if I don't respond, Fido will go ahead with the 'porting out'.  The problem with this policy is that if I don't see the text because I am in a meeting or if I don't have my phone with me for the day, Fido will go ahead and do as the scammer has requested.  You are allowing a non response to your text to your customer to be your trigger for doing what the scammer wants.  In my opinion, you need to require some alternative form of verification and a clear positive response from your verified customer in order to eliminate this kind of scam activity.

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I'm a Participant Level 1 666666666666666
I'm a Participant Level 1

Re: Unauthorized number porting

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 

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I'm a Participant Level 2 Ann8554
I'm a Participant Level 2

Re: Unauthorized number porting

@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?

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