My O2 account was hacked!

on 30-09-2011 12:38
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on 30-09-2011 12:38
I called O2 and discovered that my security question had been changed along with my home address and e-mail address. Someone had clearly managed to access my O2 account online and ordered himself a phone at my expense. Since the user name and password are known only to me, either O2's site security is extremely poor or someone inside O2 has accessed my information. Either way, I'm not impressed.
The customer service adviser was very helpful and promised that the fraud department would investigate and call me. However, eight days later I have heard no word from them and in the meantime I can do nothing about changing my contract while there is an issue with my account. I was planning to get a new phone, possibly the new iPhone when it comes out, but now I'm very concerned about O2's security. I've been with them for over ten years but I'm seriously considering whether I want to continue with them now.
The only piece of good news is that the phone was delivered one day and blacklisted the next.
Has anyone else had this happen? If so, how did O2 handle it?

on 30-09-2011 15:52
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on 30-09-2011 15:52
In the mean time it would be a good idea to check your security procedures as your info is already 'out there' . Both real world and computer. Also check your credit report in case you have been signed up to anything else. You bank can give you advice on protecting yourself (ask them about CIFAS).

on 18-10-2011 19:33
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on 18-10-2011 19:33
If only I could get hold of the thieving get!!! :robotmad:

on 19-10-2011 11:39
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on 19-10-2011 11:39
I think its far more likely that the security issue is at your end.
I'd like to know how. My computer is only accessible to me and my user name and password are not written down or stored anywhere. Other than the O2 site being less than secure, I can't imagine how anyone could obtain my details.
After complaining that I hadn't heard from the fraud department I was told that they had tried to contact me on the 27th. This was not true; I'd had no missed calls, even from withheld numbers. When they did contact me the next day, they informed me that it was possible someone had blagged his way past the security measures by calling with little more than my name and telephone number. I'm not sure how true that is, but if it is, it doesn't say much about their security.
After a round of issues with billing and a retention adviser who deliberately tried to mislead me, I've jumped ship. I was with O2 for over ten years and now I have the new iPhone on another network. I hope O2 can afford to lose customers who are prepared to commit to that kind of outlay.

on 19-10-2011 19:38
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on 19-10-2011 19:38
I didnt want to move away from o2 because I l;ike the perks you get with concert gigs, but this isn`t good enough.
I`m now stuck with a £36 x 24 month contract until this is resolved.
Great.
Eddie

on 25-10-2011 00:28
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on 25-10-2011 00:28

on 25-10-2011 10:30
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on 25-10-2011 10:30
For example, if you bin your mail, they could start with your name and address , if you have used public wifi they can read all your emails, including any that are from O2, there are just so many ways they can exploit that it's a mistake to assume anything about how it "must" have happened. That's why the mobile networks have dedicated fraud teams, they all suffer from this.
In my paranoia I never bin anything until its shredded, but I'm sure there are other ways they can get me too


on 25-10-2011 11:58
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on 25-10-2011 11:58

on 25-10-2011 16:07
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on 25-10-2011 16:07
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on 25-10-2011 23:39
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on 25-10-2011 23:39
Perhaps you'll let us know how you get on.
Sky Unlimited Broadband - Windows 10 - Nexus 4 Android 5.1.1

