What to do if…
you get an unexpected carrier alert that call forwarding was enabled

What to do now

1. Contact your mobile network using a verified route.
   Use the number on your bill or contract, the provider’s official website, or the provider’s official app. Ask for the fraud or security team if available.

2. Ask them to confirm what changed, then clear it at network level.
   Ask what type of forwarding or divert was enabled, when it was added, and whether any other diverts are active. Ask them to remove or clear all call forwarding and diverts on the network, not just on your handset.

3. Ask them to check for SIM swap and port-out activity.
   Ask whether there have been recent SIM or eSIM activations, device changes, PAC requests, porting requests, added authorised users, address changes, password resets, or failed verification attempts.

4. Lock down your mobile account with the provider’s help.
   Reset or add an account PIN or passphrase. Ask what account-change restrictions they can add, such as extra verification for SIM swaps, number transfers, new eSIMs, or account access.

5. Secure voicemail.
   Change your voicemail PIN or passcode. Ask whether voicemail was recently reset or accessed, and confirm it cannot be accessed from another phone without the PIN.

6. Treat phone-call and SMS verification as unreliable until the provider confirms the fix.
   Until your provider confirms the divert is removed and your account is secured, avoid relying on SMS or phone-call verification where an account offers another option. For your most important accounts, use app-based authentication or saved backup codes where those options are available.

7. Check your highest-risk accounts in this order.
   First check your primary email account: change the password, review recent sign-ins, remove unknown sessions or devices, and check for new forwarding rules or recovery changes. Then check banking, credit, mobile wallet, app store, Apple, Google, and other accounts tied to your phone number.

8. If someone contacted you claiming to be your bank, switch to a safe calling method.
   Hang up. Dial 159 if your bank supports it. If 159 does not connect to your bank, use the number on your bank card or in your banking app; do not accept a transfer from an incoming call.

9. Create an official record if you suspect fraud or if losses occur.
   In England, Wales, or Northern Ireland, report cyber crime or fraud through Report Fraud. In Scotland, report by calling 101. Keep a simple timeline, screenshots, provider reference numbers, and bank reference numbers.