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2019-08-08 04:09 PM
Except they weren't actually porting - someone emailed them at 10:20pm and put my phone number on another Optus SIM. No phone calls or anything. That's acutally how they did it - they sent an email. No phone call.
THEN... I have a 40 minute chat session plus a 30 minute phone call where I state, in no uncertain terms, that my SIM has been cloned or ported, and every response I receive says that no changes have changed on my account.
I have the transcript. It's extremely infuriating. 40 minutes of me saying someone else has taken control of my account and 40 minutes of Optus saying there is nothing to worry about, no changes have been made to my account.
2019-08-08 04:22 PM
In this case it was a sim replacement.
Never seen any email support (unless its Enterprise support) with Optus, webchat would be the only other way.
Details such as drivers license number, dob etc would be needed for this process.
Perhaps they need to add further security to this process.
You can do a sim replacement via the website but it sends a sms to that service with a code that you then have to type into the website. As you had the service to start with would mean it was changed via webchat.
2019-08-08 04:44 PM
"Details such as drivers license number, dob etc would be needed for this process. Perhaps they need to add further security to this process."
Optus only recently added a new layer to this process (before Name, DOB and phone number) was all that was needed. Something like a licence number is now required too. Still not all that hard to circumvent it seems. Something like Telstra recently introduced procedure where the CS will send an SMS Code to your registered phone for verbal confirmation.
Its always a balancing act between customer convenience and account security. In this day and age when phones are often the hub of in individuals security, I think Optus have erred too far on the side of ease (for them and the customer).
2019-08-08 04:46 PM - edited 2019-08-08 04:49 PM
Here is my transcript - I dropped enough hints to them. I like the 'fluctuating network' comment. I'm pretty sure you can see that there is complete incomptence on the operators part.
|Optus||22:21:26||Hi, this is Ray from the Mobile Service Team, welcome to Optus LiveChat.|
|Me||22:21:44||Hi. I think someone is trying to take my phone number|
|Optus||22:22:27||May I ask how do you know that someone is trying to take your phone number ?|
|Me||22:22:39||I've just received a message from you saying my phone number had been changed|
|Optus||22:22:53||Just to confirm are you able to use the service ??|
|Me||22:22:59||OPTUSMSG: Hi, just confirming we've received your order update for XXXXXXXXXX. Your order reference is XXXXXXXXA. Need help? Chat to us online at http://yesopt.us/chat2us|
|Optus||22:23:09||Request you to fill the slider for me.|
|Me||22:24:00||Can you cancel this|
|Me||22:24:07||I can't make phone calls|
|Me||22:24:46||I'm worried someone is now using my number for 2FA|
|Me||22:25:53||Can you cancel this urgently|
|Optus||22:25:55||Thank you for the details. Please allow me few mins here|
|Me||22:26:21||Can you call me on XXXXXXXXXX that is my wife's number|
|Me||22:27:41||This is urgent. I have a lot of important services linked to that number|
|Optus||22:27:42||I am sorry to inform that as I am from Chat team I have limited access to make calls|
|Me||22:27:56||Can I call someone urgently?|
|Me||22:28:06||Do you have a number I can call?|
|Optus||22:28:33||Not to worry, allow me few mins here|
|Optus||22:28:44||I will let you know about the order from my end|
|Me||22:29:47||Is there a number I can call?|
|Optus||22:29:58||You can dial 133937|
|Optus||22:30:10||Open from 9 am to 5 pm Monday to Friday|
|Me||22:30:36||Is there an emergency number I can call NOW ?|
|Optus||22:30:54||I am sorry the team is closed at the moment|
|Me||22:31:17||Someone has attempted to port my number at 10:19pm|
|Me||22:31:36||10:19pm and you have no one I can call to stop this?|
|Me||22:31:48||I want a number I can call NOW|
|Optus||22:31:52||However, I checked the order number: XXXXXXXXA and I see that there is no changes made on the account . I would like to inform that you are in $85 My Plan Plus|
|Me||22:31:53||This is disgraceful|
|Me||22:32:07||Why can I not make calls?|
|Me||22:32:25||Why can I not receiving text messages?|
|Me||22:32:33||What is that order number about?|
|Optus||22:33:04||May I ask if there is any error message while making calls ??|
|Me||22:33:11||I received that message and now I can't make or receive calls|
|Optus||22:33:20||I would like to inform that it's blank order|
|Optus||22:33:37||Is there any error message ??|
|Me||22:33:43||Why is my SIM not working|
|Me||22:33:57||What is a blank order?|
|Optus||22:34:08||There is nothing in the order|
|Me||22:34:15||I received that message and now I can't make or receive calls|
|Me||22:34:26||I can't send or receive text messages|
|Me||22:34:41||I have no idea what you are taking about|
|Me||22:34:46||What it a blank order|
|Optus||22:35:12||I would like to inform that there is nothing ordered from your account|
|Optus||22:35:23||you can ignore the message|
|Me||22:35:38||OPTUSMSG: Hi, just confirming we've received your order update for XXXXXXXXXX. Your order reference is XXXXXXXXA. Need help? Chat to us online at http://yesopt.us/chat2us|
|Optus||22:35:51||Please stay online I will get you connected to our Business team and they will help you with it|
|Me||22:36:03||Is there a number I can call|
|Me||22:36:16||Can they call XXXXXXXXXX|
|Optus||22:36:34||I am sorry to inform that the Voice team is closed at the moment which is the reason I am unable to call you at the moment|
|Me||22:36:59||You don't have a phone? You work for a phone company|
|Me||22:37:10||Can anyone there call me?|
|Optus||22:37:27||Please allow me few mins here|
|Me||22:37:49||It says my SIM is not registered on network|
|Optus||22:38:59||I am checking on your account|
|Optus||22:39:04||Please allow me few mins here|
|Optus||22:39:20||Even if I call you I will require to check the account from my end|
|Me||22:39:28||I think you'll find someone is attempting to port my number|
|Me||22:39:48||To a new SIM|
|Optus||22:39:53||Let me check on that for you|
|Me||22:40:02||How long does it take to check this?|
|Me||22:40:13||If someone has. Cancel the order|
|Me||22:41:05||I have been chatting to you for 20 minutes now. How long does it take to check?|
|Me||22:41:46||What is recorded against reference XXXXXXXXA ???|
|Optus||22:42:03||Sorry to keep you waiting, I'll be right back with you.|
|Optus||22:42:04||I checked from my Porting system and see that the last time your number was ported in from Telstra to Optus during December|
|Me||22:42:28||Why did I receive that text? Why is my phone not working?|
|Me||22:43:38||What is order reference XXXXXXXXA|
|Optus||22:44:15||I checked the order: XXXXXXXXA it's for Roaming Pass it allows you to add International roaming service's|
|Optus||22:44:31||There is no charges for it|
|Me||22:44:58||Why did I receive that message now? Why is my phone not working?|
|Optus||22:45:12||May I ask which handset you are using ?|
|Me||22:46:01||Why does that matter?|
|Me||22:46:22||Is there a24 hour number I can call|
|Optus||22:46:22||As per our system your service is active from our end and you are able to make calls|
|Optus||22:46:33||There is no changes made on the account|
|Optus||22:46:48||I see that there is no request for Porting as well|
|Me||22:46:56||Then why did I receive that message?|
|Optus||22:48:57||Sorry to keep you waiting, I'll be right back with you.|
|Optus||22:49:12||I would like to inform that there is no request placed for Porting|
|Optus||22:49:38||Please note that until and unless you place a request to cancel the service there will be no changes made on the account from our end|
|Optus||22:50:01||I request you to ignore the message which you have received from our end|
|Optus||22:50:10||I would like to inform that there is no request placed for Porting|
|Me||22:50:19||But I can't make or receive calls|
|Me||22:50:35||I can't send or receive text messages|
|Optus||22:50:37||Just to confirm you are using GS8 BK ?|
|Me||22:50:44||I'm locked out of my phone|
|Me||22:51:07||Samsung galaxy 8|
|Optus||22:51:21||Tap Settings > General Management > Reset > Reset network settings.|
|Optus||22:54:24||Please allow me few mins here|
|Optus||23:00:37||I am checking with the tech team for you|
|Optus||23:00:41||Please stay online|
|Optus||23:06:51||Thanks for your patience. I checked your account and see that there is an issue with the Network fluctuating which is the reason you are unable to make call and sms|
2019-08-08 04:55 PM
I repeatedly hinted that I thought someone had taken my number, but repeatedly told no changes were made to the account. This lasted 45 minutes.
I then had a 30 minute phone call (as I managed to find a number.) They again said that there were no changes on my account. Both operators spent most of their time keeping me on hold, and making up different reasons on why my SIM wasn't working. The phone call told me the order was for VoLTE! They both told me I had nothing to worry about.
$11,000 racked on my credit card is completely Optus's fault. If there was a hint of suspicion that I had lost my phone number to criminals I would have cancelled all my cards. But Optus told be again and again there were no changes to my account, to ignore the SMS and there was nothing to worry about.
2019-08-09 05:05 PM
I got those same layout sms for when i added names to each of my families services. Wish they didnt send the alerts out for such changes and keep them for impactfull changes - caused confusion in my family from it.
A sms with a code would be beneficial but what happens if you lost your phone and now have a replacement phone and sim?
Guess you have to go into a store (too bad if you were far away from one).
The person who requested the swap has all your information - how would Optus know its not you?
Yes Optus chat should have seen a change of sim, i dont know why that was not raised. We dont know what those operators have access to in regards to audit history.
To them your service was still working (as it was on a different sim)
2019-08-09 05:16 PM
I told them repeatedly that my service was not working and saying someone had stolen my number. They just ignored me and made up excuses.
If they told the truth and said they didn't have access to that information, I would have cancelled my cards. But they just plain lied to me and told me nothing was wrong.
2019-08-09 05:36 PM - edited 2019-08-09 05:37 PM
The international roaming thing sounds weird. If not for that it sounds like you wouldn't have known anything about the problem until your bank rang you.
At this point I would suggest you might also expect another posibility - They've called expensive international numbers and Optus will have charges worth $1000's. They might not appear on your bill for a while.
Personally I think any port or sim swap should indeed require a visit to the Optus store with Photo ID. The system as it stands is hoplessly insecure (not just Optus but other Telcos) and needs to be tightened up so a proper remote process can be worked out.
2019-08-09 05:55 PM
The international roaming thing was just a lie. I already have free international roaming. The second support agent told me it was for VoLTE.
In store they told me that was the SIM transfer.
What kind of telco allows someone to send an email, telling them to move a number to some SIM they've picked up in store.
The person I spoke to in store said it was extremely suspicious and hinted at an inside job. That could explain how they had my credit card number. I've literally only had that number for three weeks, and Optus is one of the few companies that know it.