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

PhiloCypher · 14-08-2016 11:31PM #1

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 · 14-08-2016 11:34PM

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 · 14-08-2016 11:34PM

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 · 14-08-2016 11:43PM

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 · 14-08-2016 11:45PM

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 · 14-08-2016 11:47PM

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 · 14-08-2016 11:49PM

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 · 14-08-2016 11:52PM

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 · 14-08-2016 11:55PM

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 · 14-08-2016 11:56PM

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 · 14-08-2016 11:57PM

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 · 14-08-2016 11:59PM

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 · 15-08-2016 12:00AM

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

Chromosphere · 15-08-2016 12:02AM

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 · 15-08-2016 12:04AM

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 · 15-08-2016 12:05AM

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 · 15-08-2016 12:08AM

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 · 15-08-2016 12:08AM

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 · 15-08-2016 12:10AM

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 · 15-08-2016 12:11AM

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 · 15-08-2016 12:12AM

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 · 15-08-2016 12:13AM

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 · 15-08-2016 12:14AM

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 · 15-08-2016 12:15AM

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 · 15-08-2016 12:28AM

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 · 15-08-2016 12:32AM

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

Chromosphere · 15-08-2016 09:29AM

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 · 15-08-2016 09:42AM

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

foggy_lad · 15-08-2016 09:45AM

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.

endacl · 15-08-2016 09:45AM

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?

lifeandtimes · 15-08-2016 09:53AM

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

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

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