Victim of Repeated Phone Hacks Asks: Should I Change My Number?
Experts advise on steps to secure accounts and carrier before considering a new phone number after a SIM swap or port-out scam.
An Ohio woman, identified only as Lela, is seeking advice after experiencing a string of account takeovers, including a second instance of her phone number being compromised after transferring carriers. The repeated hacks have led her to question whether changing her phone number, which she has had for 20 years, is the necessary next step.
Understanding SIM Swap and Port-Out Scams
These scams involve criminals tricking a mobile carrier into transferring a victim's phone number to a SIM card or eSIM controlled by the scammer. A port-out scam specifically involves moving the number to a different carrier. Once successful, the victim's phone may lose service, while the scammer gains the ability to intercept calls and texts, including security verification codes sent to sensitive accounts like banks, credit cards, and email.
Protecting Your Accounts and Carrier
Before considering a new phone number, experts recommend a multi-step approach to secure existing accounts and the wireless account itself. If Lela were to abandon her number too quickly, she could lose access to accounts that still use it for recovery purposes. If a criminal still has control of the old number, they could continue to receive password reset codes.
Securing the wireless account is a critical first step. This involves contacting the carrier directly using an official number, not one provided in suspicious texts or emails. The carrier should be asked to check for SIM swap attempts, port-out requests, unauthorized account changes, new devices, call forwarding, number transfer activity, and unknown authorized users. Stronger protections, such as a robust account PIN, a port-out freeze or number transfer lock, and SIM lock, should be implemented, along with removing any unauthorized users.
Email is often described as the master key to one's digital life. If a hacker controls an email account, they can reset passwords for numerous other services. Therefore, ensuring the primary email account is secure is paramount. This includes changing the password from a trusted device, signing out of all sessions, verifying recovery email addresses and phone numbers, and removing unknown forwarding rules. Enabling two-factor authentication (2FA) is also advised.
Experts also caution against relying solely on text message codes for security. While better than no protection, they become a vulnerability if the phone number itself is compromised. For critical accounts, using authenticator apps, security keys, or passkeys is recommended.
Before changing any passwords, it's essential to ensure the device being used is free from malware. This involves updating the operating system, deleting unknown apps, and running antivirus protection. Passwords should be changed from a safe device, and password managers are recommended for creating unique, strong passwords for each account.
Addressing Financial and Identity Theft Concerns
Given that criminals reportedly charged new credit cards before they were received, the situation suggests possible identity theft or account takeover. It is advised to contact each bank and credit card company directly, speak with the fraud department, and explain the potential compromise. This should include requests to cancel compromised cards, issue new card numbers, review recent activity, add verbal passwords or extra verification, and remove unknown devices from online banking. Enabling transaction alerts and checking for any new accounts opened in the victim's name is also crucial.
To prevent further identity theft, placing a credit freeze with Equifax, Experian, and TransUnion is recommended. A fraud alert can also be placed. Filing an identity theft report at IdentityTheft.gov can help create an official recovery plan and provide documentation.
Checking for exposed personal information on data broker sites can also help reduce the information scammers can use for future targeting. Data removal services can assist with this process.
Warning Signs of Ongoing Attacks
Several red flags indicate a phone number may still be under attack. These include the phone suddenly losing service or switching to SOS mode, receiving unrequested password reset codes, receiving account change alerts from the carrier, suspicious activity alerts from banks, or unfamiliar logins on email accounts.
When Changing Your Number Might Be Necessary
If these warning signs persist even after implementing security measures, changing the phone number may become a viable option. However, before switching, it is essential to update the phone number on all critical accounts, including email, banking, social media, government accounts, and password managers. Removing the old number from account recovery settings wherever possible should also be done.
A common oversight after a hack is failing to update account recovery options. Scammers may add their own email, phone number, or device to these settings, allowing them to regain access. Reviewing and removing any unfamiliar recovery phone numbers, email addresses, trusted devices, backup codes, or linked apps is vital for every important account.