Virgin to O2 Sim Swap

[Carlamartine]

Hi everyone 👋 

I had a phone call from O2 saying that they had to change my Virgin SIM card over to O2. 
They said I would receive my new SIM card on Monday after 6pm. However, I noticed that my current SIM has been deactivated and has no service and I can’t make any phone calls. 

Please can someone help me with this query as I’m worried about having no service over the next few days.
thanks!

[jonsie]

Are you sure that this was a genuine call from O2?

There is a scam at the moment involving such calls

Check in My O2 that nothing has been ordered on your account

If you have any problems contact O2 as soon as possible

If all is ok then you have no option but to await the new sim card

[Enlli]

As per @jonsie this sounds very suspicious. O2 send out SIM cards Royal Mail letter post so very unlikely to arrive after 6pm. 

And getting a phone call from O2 is a very unusual occurrence 

[Carlamartine]

Hi everyone,

Thanks for the replies, I had uploaded this message on behalf of my mum as she was confused about the whole process.

Unfortunately, since looking at the numbers and through the forums I’ve realised that she has been scammed 😔 

She now can’t make or receive phone calls, luckily she didn’t give out any bank details.

Although she did ring 202 off her partners phone and they said something about sending a sim out to her, which was strange but as I wasn’t there, I’m not sure if something got lost in translation. 
She also had texts from O2 with security codes and gave one to the woman on the phone presumably so the scammers could access her account.

I have forwarded the numbers onto O2 7726, I’m just wondering what the next best steps are now?

im also going to speak to O2 tomorrow. 
Thanks 

[MI5]

@Carlamartine 

If you think you’ve been the victim of fraud – whether it’s because you’ve given details to someone over the phone, or clicked on a link in a suspicious text or email there are things you can do:
Contact your bank if you think you may have given out financial information. They can help protect your account and stop transactions.
Change your account and online account passwords. Not just your O2 account. All of them.
Forward fraudulent texts to O2 for free on 7726.
Contact Action Fraud on 0300 123 2040.
Call your Virgin Media or O2 customer services number if you think somebody’s taken out a contract using your details.
Virgin Media customers can phone 150 from their landline or 0345 454 1111from any other phone.
O2 customers can call 202 from their O2 phone or 0344 809 0202 from any other phone.

You can block the number that called you, or any number you think may be suspicious.

How to block a number:

https://www.samsung.com/us/support/answer/ANS00062352/

https://support.apple.com/en-us/HT201229

There are also these links to look at:

https://www.o2.co.uk/help/safety-and-security/phishing-and-smishing-advice
https://www.o2.co.uk/help/safety-and-security/unwanted-calls-and-messages
https://www.actionfraud.police.uk/

You can also reach O2 via social media:
Facebook (https://o2uk.co/O2CFB), Twitter (now X) (https://o2uk.co/O2CTW), or Instagram (https://o2uk.co/O2CIG)

[jonsie · Accepted solution]

The important thing is that you speak to O2 and report the fraud

You will need to be in the presence of your mum so she can give her permission for you to speak on her behalf

Please be aware that if any device has been ordered on her account the scammers may get back in touch and say it's been an error and to post the device back to an address that they give her

She musn't do this

Wait until fraud have been in contact and keep hold of the device until then

[Carlamartine]

Thanks for your advice everyone, I have sent the scam numbers to 7726 and completed an action fraud report on behalf of my mum, so she now has a crime ref number she can give to O2 when she calls them in the morning.

They ordered an iPad on her account 😡 

thanks again 

[jonsie]

Good luck and get her to change password

Don't forget what I posted about the possibility of the scammers calling back