T-Mobile implements new rule on SIM swaps


T-Mobile is doing its part to give extra protection to its customers. This is also their way of putting an end to unauthorized SIM swaps.

Earlier today, The T-Mo Report shared an internal notice that was sent out to T-Mobile store representatives. The document reveals that SIM card changes will now require either SMS verification from the customer or the credentials of two employees. 

This is a much needed step that T-Mobile needs to make in order to protect its customers against unauthorized SIM swaps. To recall, the wireless carrier has been dealing with numerous SIM swap scams in the past few years. Most of the complaints were from customers who had their SIM cards changed without their consent. And as a result, they ended up losing money and cryptocurrency from these attacks. 

T-Mobile’s decision to change its SIM swap policy is also a response to the Federal Communications Commission (FCC). Back in September, the Commission announced that they will be requiring carriers to “positively identify a customer” prior to a port-out. T-Mo’s new rule can, at least, add an extra layer of protection to customers against the numerous SIM swap attacks that are taking place.

Although this new rule seems like a much needed step to protect customers, there are some who are unhappy with the change. Some store reps have expressed their frustration on how they have to grab hold of a coworker in order to perform the SIM swap, which could increase wait times. But if it means additional safety for customers, it shouldn’t be a problem. 

The new rule has been in effect since December 14th. 


Source: The T-Mo Report


  • zapote21

    So how does this work for buying a phone say on ebay and just popping a Sim in it?

    • kiladubz

      Works exactly the same as it always has

    • samagon

      so far as I understand it, it’s for when I call Tmo and say I want a new SIM card, they don’t just take my word for it that since I know the name of my first dog’s favorite color, that I am me.

  • smathias503

    This isn’t new. It has been being done in corporate stores since around
    June. So, either customer gets 1 time PIN to enable swapping out a SIM card to alternate number on acct after being verified or a 2nd ME will have to login to continue with SIM swap. However, managers don’t need 2 person verification or send a OTP to customer to process SIM swap.

  • Progress but they Fk’d up with the whole “credentials from two employees”. They won’t care “Hey Carl. Can you come here real quick and unlock the new SIM for this customer?”

    Nobody will ask questions. They will just do it. It should be SMS only or better yet, allow more tech savy customers completely remove SMS verification from their account and add a proper 2FA woth random codes.

    • Jack Hagar

      And their should be a record of the employees doing swap and if it turns out to be fraud then both should be fired. Good luck makin $20 an hour at McDonald’s

      • Romdude

        What’s wrong with $20 an hour at McDonalds, many people have to work and survive on that.

        • Jamrock

          He means they won’t get that at Micky D’s.

  • Steve Crisci

    how can i get in touch with this author about her T-mobile sim swap story? stevecrisci@gmail.com

    • John Debay

      if you got scammed join Morgan and Morgan mass arbitration against T Mobile, I got sim swapped for 25k

  • Metnme

    I worked at a brokerage firm and years ago one of our clients had money stolen from them. I believe it was well into the six figures.

    He was the fun was in holdings which needed to first be liquid dated and converted into cash. So that took several days but of course we received the request and we went through all the procedures at to validate calling the client and they confirmed it turns out the person we were calling was not the owner it was somebody who was robbing them who managed to get their number to ring them instead.

    Once the money was liquidated it was transferred out to a bank account they had set up here in the US. The thieves opened up this new account under the name of the client they were robbing. So we just thought it was going into their new checking account at a US Bank. It was transferred from there out to Singapore. From the count in Singapore it was transferred again out of the country and at this point it’s gone and there’s no getting it back.

    If the financial institution such as us were able to prove that we follow procedures which we did. The client has no recourse. Unless they can recover that money which they usually do not, they will never get that back unless they have an insurance policy on it. No one refund that money if that is their life savings and they are old that is their life savings stolen gone forever. Please keep that in mind when you’re doing these Sim swabs
    The person who usually gets sued when that happens is the phone company and the employees who did not follow procedure. Don’t get yourself sued by someone who lost money from a Sim swap scam. If you get sloppy and you don’t do this properly and there’s a problem they can come back and hold you responsible for gross negligence.