topic Re: Sim hijack in SIM cards & Porting

Sim hijack

S050403 — Fri, 28 Jun 2024 06:28:44 GMT

Yesterday my e-sim was hijacked. EE fraud contacted me and managed to deactivate the replacement e-sim and told me my existing sim would be reactivated within 1-2 hours. It hasn’t been. After 2 further calls to EE I’m still not on the network. I’m now stuck with no phone so cannot call EE and the fraudsters have accessed my bank account and emails and PayPal. All of which I cannot reset passwords for until I have access to my phone number. Help!

Re: Sim hijack

Christopher_G — Fri, 28 Jun 2024 06:43:49 GMT

Hi @S050403

Welcome to the community.

I'm really sorry to hear that. I recommend speaking with our Mobile Care team as soon as possible so that they can look into this further.

Chris

Re: Sim hijack

S050403 — Fri, 28 Jun 2024 07:53:11 GMT

Is there a way to talk to the team without calling them? Obviously my phone isn’t working.

Re: Sim hijack

chistery — Fri, 28 Jun 2024 08:07:43 GMT

How did the fraud dept get hold of you if your eSIM had been taken over?

Re: Sim hijack

S050403 — Fri, 28 Jun 2024 08:37:06 GMT

They called me. But within an hour of their call I had been removed from the network.

Re: Sim hijack

chistery — Fri, 28 Jun 2024 08:38:43 GMT

They called you on the number they said had been hijacked?

If it had been sim swapped, it would be dead and unable to receive calls.

Are you sure you were really talking to EE?

Re: Sim hijack

S050403 — Fri, 28 Jun 2024 09:12:04 GMT

Yes. I did speak to EE last night on my partners phone and they confirmed that it was EE I was talking to. They called me within minutes of getting the replacement e-sim request I I assume maybe the sims had not yet swapped over? I can’t use my partners phone now as he is at work until this evening and I’m keen to get this sorted as I said as the hackers have accessed all my accounts with my bank email and I can’t call anyone so feel very helpless!

Re: Sim hijack

S050403 — Fri, 28 Jun 2024 09:37:40 GMT

Yes. When I spoke to EE they did confirm it was them I was speaking too. They called me within minutes of having the request for the replacement sim so I assume the sim transfer had not occurred by then. I was told on that call that my service would be resumed within 2 hours. I’m now without a phone and unable to access and banking or funds and can’t contact my bank to sort this out. I can’t even pay for the parking in town to visit the EE store to see a person.

Re: Sim hijack

Christopher_G — Fri, 28 Jun 2024 09:42:49 GMT

Hi @S050403

I've sent you a private message to get some information from you. Please have a look and get back to me.

Thanks

Chris

Re: Sim hijack

chistery — Fri, 28 Jun 2024 09:51:21 GMT

Hopefully if you can reply to the message from @Christopher_G you can get the help you need, but at any point did you call EE or did they call you and say they were from EE?

Re: Sim hijack

S050403 — Fri, 28 Jun 2024 10:45:43 GMT

Originally EE called me and I called them back. When I called EE from my partners phone they did confirm what has happened but kept telling me to just wait and my sim will reactivate itself or go to an EE branch.