Phone number has been given away by my network without my knowledge or permission.

PhiloCypher

I've actively used this number for the last 15 years but 4-5 days ago I lost all connection to the network and have had several people inform me since then that when they have called or texted me a complete stranger replied asking who they were. He has apparently had this/my number since he changed network about 3 weeks ago. As such, one would assume he has received every work related or personal correspondence intended for me in that time. Assuming the network is at fault(and I am) do they have case to answer ?

Atlantic Dawn

Do you regularly keep it topped up and in use? I think some networks have conditions that if it's not in use once every 30 days they can recycle it.

galgar

Have you not paid your bill? I do believe they hold onto your number if you have an unpaid bill as they want to get paid.

PhiloCypher

I'm prepay . I top up once a month, and I've both texted and received plenty of texts in the last month so there was no reason for them to believe my number was now defunct and thus available for them to reuse.

beauf

Atlantic Dawn wrote: »

Do you regularly keep it topped up and in use? I think some networks have conditions that if it's not in use once every 30 days they can recycle it.

I think it would depend on the contract. I know one of mine takes 6 months to expire. 30 days would be impractical, do any actually have it that short? Or are you just guessing.

Chromosphere

You need to ring the operator and explain what has happened and tell them you are making a formal complaint.

Ask for a reference number for the complaint and note it.

Then contact ComReg.

There are rules about how long numbers must be inactive before they're reused.

The most likely reason for this is a porting error where somehow your number has been unintentionally ported to another network.

The only way you'll get to the bottom of this is by contacting your last mobile operator and asking them to sort it out.

Manach

First, I'd hope the OP get his phone number back.

My understand of the various EU Data Regs, is that this is information that is personal - ie associated with an individual that can identify them. Thus there is an onus on the Operator, above and beyond what is in the contract between them and the OP, to ensure this is handled in an appropirate manner. Giving it away, IMHO, does not seem to have fullfilled this.

Chromosphere

It's possible that someone hasn't followed the number porting rules correctly and just put through a port without confirming ownership of the number.

E.g. someone walked into a shop, said their number is 08X 123 4567 and the network just accepted that statement at face value and put through a port without going through the normal procedure of verifying the phone is yours by ringing it / texting it.

It's also possible it's a typo made multiple times that resulted in the wrong number being ported over.

OP needs to contact their network and get response.

If that doesn't work next stop is ComReg and threat of Data Protection Commissioner too.

drunkmonkey

Someone has ported your number by mistake get into a store in the morning and get them to port your number back, most networks have to send a verification text to a number before it can be ported. Shouldn't really have happened unless your network hasn't the proper checks in place. You'll be able to get your number back, see will the chap that has your number give you the text verification number if you call him from the store, that's the quickest way to get it back.

PhiloCypher

Chromosphere wrote: »

You need to ring the operator and explain what has happened and tell them you are making a formal complaint.

Ask for a reference number for the complaint and note it.

Then contact ComReg.

There are rules about how long numbers must be inactive before they're reused.

The most likely reason for this is a porting error where somehow your number has been unintentionally ported to another network.

The only way you'll get to the bottom of this is by contacting your last mobile operator and asking them to sort it out.

My intention was to go to my local 3 store . Would you advise against this in favour of a more formal complaint process ?

drunkmonkey

PhiloCypher wrote: »

My intention was to go to my local 3 store . Would you advise against this in favour of a more formal complaint process ?

For speed go to the store, you'll be back on air by 12. They'll also be able to tell you what happened. Your man needs you to give you that verification text though when the store send it in the morning.

Chromosphere

The quickest way to get it back is to contact your operator first thing in the morning.

It isn't necessarily your operator that's the problem.

You shouldn't have to deal with the other person at all. We have no idea whether this is accidental or malicious. So, I wouldn't advise the OP to go trying to make contact with the other party.

Your contract is with your network and your network will want to sort this out ASAP.

Most likely they'll just reverse the port and follow up internally with whoever caused the mess up.

If you're on Three:

Call 1913 from any phone.
or go to the Talk to : Three forum on Boards.

If they don't follow up immediately, I'd suggest you get onto ComReg.

drunkmonkey

He'll need a new sim card, quicker in store.

Chromosphere

drunkmonkey wrote: »

He'll need a new sim card, quicker in store.

He won't necessarily need anything at all as his existing SIM can be reactivated on most networks. They didn't invalidate it. They've just accepted a port request to take the phone off the network.

The most important thing is to get onto the network ASAP so this third party isn't getting all your mobile calls and texts!

You could even try ringing Three now. They might have 24 hour cover as their call centres are manned overseas too.

drunkmonkey

Chromosphere wrote: »

He won't necessarily need anything at all as his existing SIM can be reactivated on most networks. They didn't invalidate it. They've just accepted a port request to take the phone off the network.

The most important thing is to get onto the network ASAP so this third party isn't getting all your mobile calls and texts!

You could even try ringing Three now. They might have 24 hour cover as their call centres are manned overseas too.

On 3 he'll need a new sim, they can't reactivate a sim. If he was previous o2 they might be able to.
He's better off in a store than trying to sort that over the phone.

PhiloCypher

drunkmonkey wrote: »

Someone has ported your number by mistake get into a store in the morning and get them to port your number back, most networks have to send a verification text to a number before it can be ported. Shouldn't really have happened unless your network hasn't the proper checks in place. You'll be able to get your number back, see will the chap that has your number give you the text verification number if you call him from the store, that's the quickest way to get it back.

Oh I'm definitely keeping my number and getting this sorted. But my question is what then ? do they have a case to answer in the courts or is a new phone and a "Whoops sorry for the inconvenience" the best I can hope for ?

foggy_lad

PhiloCypher wrote: »

Oh I'm definitely keeping my number and getting this sorted. But my question is what then ? do they have a case to answer in the courts or is a new phone and a "Whoops sorry for the inconvenience" the best I can hope for ?

Forget getting a new phone out of it!

If three are the same as they used to be it could take several weeks and complaints to ComReg and the Data commissioner to get this sorted out.

beauf

In my experience you have to go to three store, get a new sim, (probably need proof of ID etc ) then get onto support online or phone and activate the sim.

The phone/online can't verify your ID and the store doesn't handle the activation issue.

My immediate concern would be blocking the sim with the number. Also contacting, anyone who would have contacted you, to let them know what has happened, and find out what was sent to you in the last 3 weeks.

Chromosphere

Main thing is he needs to get the port request cancelled, re-activating the phone is only a minor issue. I'd be far more concerned that someone else is getting all my calls, texts, potentially WhatsApp and iMessage etc as they're all based around your phone number.

Ring 1913 ASAP to get the ball rolling. Call in to get a SIM if you need to after that.

If someone's done an unauthorised port, your original network is losing revenue too. They'll be as keen to get this fixed as you are!

Is your prepay account registered?
If so, it should be easier.

drunkmonkey

PhiloCypher wrote: »

Oh I'm definitely keeping my number and getting this sorted. But my question is what then ? do they have a case to answer in the courts or is a new phone and a "Whoops sorry for the inconvenience" the best I can hope for ?

You could try, comreg would take a very dim view of it but it doesn't seem like 3's fault, to port to 3 they need to send a text to the phone with a code on it. It looks like your man changed network and moved your number to what ever network he's moved to, it's what ever network he's on fault. I'm sure they'd give you a new phone rather than a fine from comreg but it's that network you'd need to talk to when it's all sorted. Wouldn't be 3's fault in this case.

drunkmonkey

Chromosphere wrote: »

Ring 1913 ASAP to get the ball rolling. Call in to get a SIM if you need to after that.

Theres' no porting this hour of night, nothing can be done, keep it simple drop into a store in the morning, he will need a new sim. Getting customer care involved now will just complicate things nothing is going to happen tonight.

Chromosphere

You're not going to know what network it was, as you don't own the number, Three does.

Also it won't be Three who'll be in trouble, it's whatever network took the number over without authorisation.

Basically this is a screw up, but it could equally be an attempt at an ID theft or fraud. So, be very careful that you get this sorted as fast as possible.

drunkmonkey

Chromosphere wrote: »

Main thing is he needs to get the port request cancelled

It's already complete. The number needs to be ported back to an active sim in the morning.

Chromosphere

drunkmonkey wrote: »

Theres' no porting this hour of night, nothing can be done, keep it simple drop into a store in the morning, he will need a new sim. Getting customer care involved now will just complicate things nothing is going to happen tonight.

The store will just contact customer care who will sort it out. The only advantage is that they can physically see your ID and hand you a new SIM, if necessary.

Three will have an internal team that deal with porting and either the store or the 1913 call centre staff can raise an issue with them to get this sorted out.

Just do whatever method is quickest first thing in the morning.

Not everyone's right next to a 3 store and some people have to be at work in the morning and may not be able to take time out to get to a store.

The absolutely fundamental thing is that they get the ported number off the other person's account ASAP.

Reactivating it is only a minor issue in comparison.

PhiloCypher

Have taken all your advice on board am informing people who'd be contacting me of the situation. Had already messaged all three's social media platforms before I posted here, so will see what I wake up to in morning before going to my local store to sort things out. If its not sorted to my satisfaction ill be making a formal comreg complaint. Thanks guys .

Atlantic Dawn

I'd make a complaint either way, someone has made a serious mistake.

Chromosphere

Make a formal complaint to 3. While it's something beyond their control, it's where you have to start the process.

You should also raise the issue with ComReg as they're ultimately responsible for designing the porting process and regulating how it operates.

What worries me is that so many other services hang off your mobile number these days e.g. WhatsApp and other messaging services, some accounts use SMS as their second authentication factor e.g. some online banking services etc etc.

I don't think it's good enough for the 'system' to just lose your number like this. It is likely to be an accident, but they'd want to get their act together as one can easily see how something like this could be used in targeted data theft / fraud.

It shouldn't be relying on 'good practice'. There should be a technical barrier to prevent this happening in the first place. E.g. a confirmation text to the original handset that has to be responded to.

"You have received a request to move your phone number. To continue text YES"

or something like that.

drunkmonkey

3 have one in place it sends a code to the number you then have to give it to 3 before the port.

endacl

PhiloCypher wrote: »

Oh I'm definitely keeping my number and getting this sorted. But my question is what then ? do they have a case to answer in the courts or is a new phone and a "Whoops sorry for the inconvenience" the best I can hope for ?

Would having the error reversed not be a good result?

foggy_lad

Chromosphere wrote: »

Make a formal complaint to 3. While it's something beyond their control, it's where you have to start the process.

You should also raise the issue with ComReg as they're ultimately responsible for designing the porting process and regulating how it operates.

What worries me is that so many other services hang off your mobile number these days e.g. WhatsApp and other messaging services, some accounts use SMS as their second authentication factor e.g. some online banking services etc etc.

I don't think it's good enough for the 'system' to just lose your number like this. It is likely to be an accident, but they'd want to get their act together as one can easily see how something like this could be used in targeted data theft / fraud.

It shouldn't be relying on 'good practice'. There should be a technical barrier to prevent this happening in the first place. E.g. a confirmation text to the original handset that has to be responded to.

"You have received a request to move your phone number. To continue text YES"

or something like that.

Normally a text is sent to the number to be ported which contains a code which is supposed to be provided to complete the port. Sometimes this can be overlooked/ignored in a busy store.

A complaint to Three(Who are most likely blameless) and also to ComReg and the Data Commissioner should concentrate the minds of the people who are responsible for this.

lifeandtimes

PhiloCypher wrote: »

Oh I'm definitely keeping my number and getting this sorted. But my question is what then ? do they have a case to answer in the courts or is a new phone and a "Whoops sorry for the inconvenience" the best I can hope for ?

Why would they give you a free phone?

Seems like a genuine error and even so by a different provider,3 may give you some free credit for the trouble once its reversed but thats at their discretion and i certainly dont see them giving you a free phone

foggy_lad

lifeandtimes wrote: »

Why would they give you a free phone?

Seems like a genuine error and even so by a different provider,3 may give you some free credit for the trouble once its reversed but thats at their discretion and i certainly dont see them giving you a free phone

There are so many checks to be done before a port is put through that a genuine error is highly unlikely. Once a complaint is made and the port is found to have been unrequested by the holder of the number then the operator that requests the port should rightly be fined several thousand Euro for their negligence/incompetence.

cruizer101

May be hard to get but I would also be looking to try get a list of all texts sent to your number as others have indicated various security texts could have been sent to your number even if you can get a list of the numbers that sent texts to your number during that period. Either way I would encourage you to follow up with ComReg it is an absolute disgrace that it was able to happen and there should be serious fines and reviews of how it did happen.

lifeandtimes

foggy_lad wrote: »

There are so many checks to be done before a port is put through that a genuine error is highly unlikely. Once a complaint is made and the port is found to have been unrequested by the holder of the number then the operator that requests the port should rightly be fined several thousand Euro for their negligence/incompetence.

Yes the operator who requested the port,in this case not the ops,they cant blanket stop a port request as customers are allowed switch providers at will,especially on ore pay as there is no contract,so in this situation it seems its not the ops network that made the error but another network...i switched providers 8 weeks ago,went into the shop,gave my number and they had my number on my new phone before the sales person had finished the sale.

I understand the op is aggrieved but this attitude of the compensation culture going through courts to get a big win against a big company is crazy.

His provider probably wont give him anything as it wasnt their fault and he could complain through comreg to the other provider who will fine the provider for whatever protocol wasnt followed but all he'll probably get is a written apology,certainly not a free phone

Chromosphere

foggy_lad wrote: »

Normally a text is sent to the number to be ported which contains a code which is supposed to be provided to complete the port. Sometimes this can be overlooked/ignored in a busy store.

A complaint to Three(Who are most likely blameless) and also to ComReg and the Data Commissioner should concentrate the minds of the people who are responsible for this.

That's my point though.
It shouldn't be possible to override or overlook it.

It should be a dialogue like:

Customer walks into shop:
Asks to move number.
Shop does whatever confirmations they usually do.

Porting system (agreed by all networks) then sends the customer a request like : "Hello, you have requested to move your number to another network. To confirm, text YES to 50000"

When the *system* (not the sales representative in the shop) gets that information, and confirmation it would then authorise the port.

Alternatively, a port shouldn't be possible without knowing the existing SIM card number. E.g. last 4 digits required to complete the port.

It simply shouldn't be possible to do what has been described by the OP. It's not like the technology isn't there to implement this! It should be easy.

gizmo555

Chromosphere wrote: »

Alternatively, a port shouldn't be possible without knowing the existing SIM card number. E.g. last 4 digits required to complete the port.

Just ported my number to Lycamobile on their website, and that's more or less how they do it. To request the port, you have to provide the full 19 digit SIM card number for both the new Lycamobile SIM and the provider you're porting from.

Chromosphere

There should be a ComReg mandated standard way though. Not everyone is as careful.

PhiloCypher

Just to update . Went into the 3 store today with my complaint and they said they couldn't help me on their end and advised me to ring customer care. They offered to let me call them from there but went home to do it instead as the place was a furnace. So I go home and call them and explain my issue. they are just as baffled as the store girl is but said if i register a new sim under my number it should retrieve it. I activate and insert the new sim and the issue seems to be resolved . The girl suggests I register on three.ie and enter my details/pass word etc so if the other guy tries to re-register my number under a new Sim he can't(without my password). So foolishly thinking I'm back in business we part ways. Grabbing my house phone I try and call myself . It rings straight through to voicemail. I try texting . That goes through. So I rang them again to tell them I can't send or receive calls. After being put on hold for 15 mins I was informed they have forwarded my complaint to their technical team so they can resolve it and that they will get back to me in about an hour, and that a call from her supervisor will follow . In the time I've been waiting for that call they have since texted me telling me they have to investigate the case further and will update me in the next 24 hours.

I think they're ****ting themselves, they know they have ****ed up big time and that if it can happen to me it can happen to anyone due to their obviously shoddy standards and practices.

irishgrover

PhiloCypher wrote: »

.......

I think they're ****ting themselves, they know they have ****ed up big time and that if it can happen to me it can happen to anyone due to their obviously shoddy standards and practices.

I hope /wish this is the case, but am guessing that they simply have a.) no idea what is going on b.) don't really give a ****e c.) are just buying some more time to figure it all out....
Best of luck getting it all resolved.

drunkmonkey

See my first post, that was the quickest way to get it back and still probably is, you need the chap to give you the verification text and get a new sim in the store and port the number just as you were a new customer. You can worry about giving out later, just get your number back.
Surprised the store didn't do that you probably got someone clueless.

PhiloCypher

drunkmonkey wrote: »

See my first post, that was the quickest way to get it back and still probably is, you need the chap to give you the verification text and get a new sim in the store and port the number just as you were a new customer. You can worry about giving out later, just get your number back.

I registered a new SIM under my number and I seem to be back on the network and can receive texts but calls are just ringing straight through to my voicemail. No forwarding of a verification text from the other chap seemed to be required. Which is maybe a problem, as from what the girl on customer care suggested is that I'm basically just taking back my number with as little warning as it was taken from me. Just like me , he might find he has lost access to the network through that number and will have to call customer care to resolve it or get a new sim with a new number .

28064212

PhiloCypher wrote: »

I think they're ****ting themselves, they know they have ****ed up big time and that if it can happen to me it can happen to anyone due to their obviously shoddy standards and practices.

Have you actually read the thread? 3 are most likely blameless. Whichever network made the porting request are at fault, as they didn't verify the owner of the number

drunkmonkey

PhiloCypher wrote: »

I registered a new SIM under my number and I seem to be back on the network and can receive texts but calls are just ringing straight through to my voicemail. No forwarding of a verification text from the other chap seemed to be required. Which is maybe a problem, as from what the girl on customer care suggested is that I'm basically just taking back my number with as little warning as it was taken from me. Just like me , he might find he has lost access to the network through that number and will have to call customer care to resolve it or get a new sim with a new number .

The new sim would have a new number, something must be happening in the background or the other guy has it sorted at his side and had just left your sim out of a phone. Voicemail wouldn't be working unless you activate it I think.
It's a pity ye didn't come up with a plan together, if the number is on the ay back customer care should be able to tell you it's in process. Do they have your temporary number?

PhiloCypher

drunkmonkey wrote: »

The new sim would have a new number, something must be happening in the background or the other guy has it sorted at his side and had just left your sim out of a phone. Voicemail wouldn't be working unless you activate it I think.
It's a pity ye didn't come up with a plan together, if the number is on the ay back customer care should be able to tell you it's in process. Do they have your temporary number?

I don't have a temporary number. The new Sim is registered under MY number the one I've held for 15 years. When people text MY number I receive the texts. However when people call MY number it rings through to MY voicemail

Bazzy

PhiloCypher wrote: »

I don't have a temporary number. The new Sim is registered under MY number the one I've held for 15 years. When people text MY number I receive the texts. However when people call MY number it rings through to MY voicemail

Could be a divert set up

Dial ##002# and press call on your phone

will cancel all diverts on your phone

drunkmonkey

Restart the phone as well could be in the process of porting

PhiloCypher

Bazzy wrote: »

Could be a divert set up

Dial ##002# and press call on your phone

will cancel all diverts on your phone

Couldn't if I wanted to . I can't call or receive calls from my phone .

Bazzy

PhiloCypher wrote: »

Couldn't if I wanted to . I can't call or receive calls from my phone .

Its not a call as such its a request to the network if you have signal to receive a text it should come through

PhiloCypher

Bazzy wrote: »

Its not a call as such its a request to the network if you have signal to receive a text it should come through

Just says connection problem or invalid mmi code

Pro Hoc Vice

PhiloCypher wrote: »

Just says connection problem or invalid mmi code

Have you switched the phone off and on again?

PhiloCypher

Pro Hoc Vice wrote: »

Have you switched the phone off and on again?

Yes .