Vodafone has put enhanced security checks and training in place to combat SIM swap fraud, but there are still some crucial precautions that everyone needs to take.
When customers buy connectivity from Vodafone, they rely on the company to protect them from would-be fraudsters and criminals. Especially as connectivity is becoming an entryway into every aspect of people’s lives.
Vodafone is vigilant and quick to adapt, given that the tactics used by such fraudsters are constantly evolving. ‘SIM swap’ fraud is an example of this.
What is SIM swap fraud?
SIM swap fraud is when scammers take control of a phone number by switching the service from the customer’s SIM to another SIM in their possession. They do this through methods such as impersonating Vodafone when contacting customers, which can be convincingly persuasive, pressuring them into handing over sensitive information. With that information in hand, they then impersonate that customer when contacting Vodafone.
By doing so, scammers can potentially gain access to a customer’s personal information that is sent to or tied to that phone number, such as one-time access codes sent by phone call or text for accessing online accounts.
Although customers of Vodafone in the UK are at no greater risk of being victims of SIM swap fraud than anyone else, it’s still important to know what it is, as awareness helps protect against it.
Vodafone has also bolstered its multistep procedures to make it more difficult for fraudsters to pull off SIM swap fraud.
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How would an actual, legitimate customer swap their SIM?
It’s worth noting that there are legitimate reasons why a customer would want to do a SIM swap. For someone to do this, they have to make a request through their My Vodafone account, which requires their username and password.
This request generates a one-time code, alongside a message warning against sharing it with anyone pretending to be from Vodafone. Ultimately, customers should keep these all of these credentials strictly private.
Once a customer submits their SIM swap request to Vodafone, with the one-time code received and confirmed, the request will be processed.
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How does Vodafone defend its customers against SIM swap scams?
Every single member of Vodafone’s frontline customer care teams has received dedicated training so that they can better spot attempts at SIM swap fraud when they receive a SIM swap request. As an additional safeguard, a swap request made over the phone can only then be authorised by a senior member of those teams.
Even if a SIM swap request is then approved, multiple communications will still be sent to a customer informing them of any and all SIM swap requests on their Vodafone account. They’ll be asked to contact Vodafone customer care immediately if they do not recognise the SIM swap request in question.
Vodafone also has a fraud monitoring team, dedicated to identifying any new trends and patterns in the tactics and methods used by fraudsters, and then coming up with ways to counter them.
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What else is Vodafone doing to combat SIM swap fraud?
A defining aspect of SIM swap fraud is that scammers are using it as part of their attempts to bypass the defences at other companies, such as banks, and gain access to a customer’s other accounts. With this mind, Vodafone has deepened its cooperation with such companies through its technology.
Those third parties have a special, secure way of quickly and discreetly checking whether any of their customers have had a Vodafone SIM swap recently. They can do this by using one of the company’s APIs (Application Programming Interface) in their systems.
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What’s an API? How can an API be used to tackle SIM swap fraudsters?
First, a bit of background: An API is a standardised way for one bit of software to interact with another bit of software or hardware. App developers use them to make their apps work with all the bits of your phone or computer.
In this context, a bank, for example, may use Vodafone’s SIM swap API in their systems to check for any SIM swap actions whenever unusual activity occurs on an account, such as a large amount of money being transferred. The bank can then decide what action to take, such as contacting the customer or pausing the transaction.
Vodafone’s long-running API work has evolved over the years, from Identity Hub to the Camara Initiative led by the Linux Foundation.
What can Vodafone customers do to protect themselves against SIM swap scams?
Even with Vodafone’s many defences in places, it’s still vitally important for customers to know what they can do to protect themselves. Although these are basic precautions, they make a huge difference:
Be wary of unexpected calls, especially if they’re pressuring you.
If a one-time code from Vodafone is marked for online use, don’t use it over the phone and vice versa.
Don’t ignore warnings or notifications about unexpected or suspicious activity on your account.
Use a strong password for your My Vodafone account and keep it secret.
Be wary of not just who you share your personal information with, but how – scammers often use fake, yet convincing, websites and email addresses to harvest your details.
The combination of enhanced training and procedures for customer care teams, investment in technology, increased cooperation with other businesses and organisations and greater customer awareness is already paying off.
In the year from January 2024 to January 2025, cases of SIM swap fraud affecting Vodafone customers have decreased by 86%. If any Vodafone customer is ever concerned about their account or worried about fraud, they can contact Vodafone’s dedicated fraud teams.
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