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uk Technology & digital loss port-out email • number transfer email • unauthorised number port • phone number hijacked • sim swap warning • pac request you didn’t make • mobile number transfer scam • unexpected porting confirmation • phone line takeover • sms codes at risk • account takeover via phone number • mobile provider security • unexpected service transfer • phone number stolen • telecom fraud alert • number portability fraud • new sim activation you didn’t request • mobile account compromised

What to do if…
you see a “port-out” or “number transfer” confirmation email you did not start

Short answer

Contact your mobile network immediately (using the number from your provider’s official website or app) and tell them it’s an unauthorised port-out/number transfer request—ask them to stop it and lock your account.

Do not do these things

  • Don’t click any links or open attachments in the email (even if it looks legitimate).
  • Don’t reply to the email or use any phone numbers inside it.
  • Don’t assume it’s “just spam” and wait—port-outs can complete quickly.
  • Don’t reset important passwords using SMS codes right now (those codes may be intercepted if the port succeeds).
  • Don’t trust unexpected “network” or “bank security” calls that arrive right after this email—hang up and call back using a trusted number.

What to do now

  1. Call your mobile network’s support and ask for the porting/number-transfer or fraud team (from another phone if possible).
    Say: “I’ve received an unexpected port-out/number transfer confirmation. I did not request this. Please cancel/stop the port and secure my account.”
    Ask them to:

    • Stop/cancel any porting request in progress
    • Lock your account against porting/SIM changes (whatever your network calls it)
    • Reset your account security (new account PIN/password; remove any unknown contact details)
    • Confirm whether a PAC or porting request was generated, and when

  2. Check your phone service right away.
    If your phone has suddenly lost signal (calls/texts stop, “No service”), treat that as urgent—tell your network you may already be ported or SIM-swapped and you need service restored.

  3. Secure your email first (because it can control everything else).

    • Change your email password from a trusted device.
    • Turn on two-step verification for email using an authenticator app (not SMS) if you can.
    • Check for new “forwarding”, “rules”, or recovery email/phone changes you didn’t make, and remove them.

  4. Contact your bank(s) and any financial apps you use.
    Tell them your phone number may be taken over and SMS one-time codes may be compromised. Ask them to add extra verification and watch for unusual activity.
    If you’ve had an unexpected call/text about a “financial problem”, you can hang up and dial 159 to reach many major UK banks safely (use your own bank’s official number if 159 doesn’t route you).

  5. Lock down the accounts that use your phone number to sign in.
    Prioritise: main email, banking, payment apps, Apple ID/Google account, WhatsApp/Signal, and any cryptocurrency accounts.

    • Change passwords.
    • Replace SMS-based two-step verification with an authenticator app or security key where possible.

  6. Document what happened (to reduce chaos later).
    Note the time the email arrived, any reference numbers, and what your network tells you. Save screenshots of the email (and the email headers if you know how).

  7. Report it as fraud if the takeover progressed or money/accounts were targeted.
    If your number was taken over, accounts were accessed, or you lost money, report it to Action Fraud / Report Fraud (online, or by phone on 0300 123 2040). Keep your mobile network case/reference number.

What can wait

  • You don’t need to figure out how they got your details right now.
  • You don’t need to contact every service you’ve ever used—start with mobile account, email, and money.
  • You don’t need to decide today whether to change your phone number (focus on regaining control first).

Important reassurance

This is a common fraud pattern and it’s normal to feel shaken. Acting quickly—especially with your mobile network and your email—can prevent the most damaging outcomes.

Scope note

These are first steps to stop a takeover and reduce immediate loss. Once you’re stable again, you can do a deeper security clean-up and follow your provider’s longer investigation process.

Important note

This guide is general information, not legal or financial advice. Processes and names of “port locks” vary by network. If the first person can’t help, ask to be transferred to the porting/number-transfer team and request a case/reference number.

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