topic Re: Avoiding unauthorised SIM swap as a PAYG customer in Archived Posts

Avoiding unauthorised SIM swap as a PAYG customer

Peterg32 — Mon, 21 Dec 2020 13:16:09 GMT

Hi All,

I've been reading an increasing number of articles about unauthorised SIM swaps by criminals that go on to plunder bank accounts etc that rely on your mobile number for verification. This morning I checked my EE account (PAYG, monthly top-up by card number) and tried to find my home address as part of my checking. I couldn't find it: presumably this is due to the fact that I auto-pay by card monthly and EE has no need to reference the cardholder address?

So what I need to know is: if someone who isn't me phones up customer services and asks for my number to be SIM-swapped, what security is in place within EE to make sure this doesn't happen? How will an agent verify that it is actually me making the request (or not) ?

Re: Avoiding unauthorised SIM swap as a PAYG customer

Chris_B — Mon, 21 Dec 2020 13:33:53 GMT

@Peterg32 If you haven’t setup a password when you call customer services you’ll be asked 2 random questions and both questions have to be answered correctly. This can be anything from how much was your last bill to where did you get the device from.

Re: Avoiding unauthorised SIM swap as a PAYG customer

XRaySpeX — Mon, 21 Dec 2020 14:02:27 GMT

On PAYG you'll be more likely to be asked about your top-ups, like when, how much & how? EE hasn't the faintest idea where I bought my devices in which I use EE PAYG SIMs.

Re: Avoiding unauthorised SIM swap as a PAYG customer

Chris_B — Mon, 21 Dec 2020 15:23:26 GMT

@Peterg32 Obviously if you didn’t get the device from EE they can not ask you that. It’ll be account related questions that only you should know.

Re: Avoiding unauthorised SIM swap as a PAYG customer

Peterg32 — Wed, 23 Dec 2020 09:11:39 GMT

Thanks all. Yes, EE have no idea where I bought the handset, so it really looks as though it'll be down to whichever agent to spot a suspicious (in my eyes) request. I wonder if this is something that needs to be added to an account on the customer database as it's becoming increasingly common.