Notice to Mobile Customers: Mobile Security Measures to Prevent SIM Changes and Number Transfer Fraud

December 12, 2024

Protecting your account and personal information is our top priority. We've added new security measures to better protect your mobile services. This article explains how these protections work and provides answers to common questions, so you can understand what we're doing and how you can protect your account.

What security measures has GCI provided to protect my account?

GCI offers several security features to help keep your account safe:

1. Mobile Security Account Lock

This optional feature protects your wireless number by blocking unauthorized changes to your services when enabled. This lock prohibits SIM changes or the transfer of your number to another wireless provider. To enable it:

For Prepaid:
A. Log in to your FastPhone SelfCare account
B. Go to "Mobile Security Account Lock"
C. Toggle the lock to "Enabled"

For Postpaid:
A. Log in to your MyGCI account
B. Go to "Users." Find your name and click on Manage Profile.
C. Navigate to Mobile Security tab
D. Go to "Mobile Security Account Lock," and toggle the lock to "On"

If you are using a mobile device to access MyGCI, after completing steps A and B, you see tabs labeled "Profile Settings" and "Notification Preferences" at the top. Swipe left to find the Mobile Security tab at the far right. See the image below.

SSPO Steps Postpaid.png

2. Number Transfer PIN (NTP)

An NTP is a security code used to authorize number transfer requests (also called “port-outs”) to another provider. To generate an NTP:

For Prepaid:
A. Log in to your FastPhone SelfCare account
B. Go to "Number Transfer PIN"
C. Select "PIN Destination"
D. Select "Request NTP"

For Postpaid:
A. Log in to your MyGCI account
B. In the top right corner, click 
C. Navigate to Mobile Security tab
D. Go to "Number Transfer PIN," click "Request NTP." An active NTP appears at the bottom, along with the expiration date.

You can also contact GCI at 800.800.4800 to generate an NTP.

3. SIM Changes One-Time PIN (OTP)

The OTP is a temporary code sent to your phone number or email to authenticate a SIM change request. This helps ensure that only you can make changes to your account. In addition to these features, when you contact us about your account, our customer service representatives will ask for your CPNI PIN or account password to protect against unauthorized access.

For prepaid customers, you can set up your account on SelfCare and create a secure account password.

Why can't I use "12345" as my CPNI PIN or account password?
Using easily guessable passwords like "12345,” your ZIP code, or your mother’s maiden name puts your account at risk. Strong, unique passwords are important for protecting your personal information.

Why do I have to get a one-time PIN to change my SIM card?
The extra verification step is designed to protect your account. It ensures that only you can access your information and make changes, to help keep your account safe from unauthorized changes.

Why did I receive a text/email about a new SIM card or number transfer?
This means that a request was made to either order a new SIM card for your account or to transfer your phone number to a different provider. We send these alerts to ensure you're aware of any changes that could affect your service. If you didn’t make this request, please visit a GCI store or call us at 800.800.4800 immediately to secure your account.
 
What should I do if my phone number is transferred to another provider without my authorization? 
If your phone number is transferred to another provider and you didn’t authorize this change, contact GCI right away at 800.800.4800 or visit your nearest retail store.
 
What should I do if I experience account security concerns or believe my phone number has been stolen?
If you suspect fraudulent activity on your account or believe your phone number has been stolen, please reach out right away to report it.

· Residential: Visit a retail store, call customer service at  800.800.4800, or chat with us online at gci.com.
· Business: Contact your account team at bcs@gci.com.
 
GCI’s customer service team will securely verify your identity, then review recent changes on your account. If we identify any signs of possible fraud, we will escalate your case for additional support.
 
How can I request documentation of any fraudulent SIM changes or number ports involving my account?  
Visit a retail store, call customer service at 800.800.4800, or chat with us online at gci.com. We’ll send the documents to you by either mail or email.
 
How can I protect myself against fraud?
A. Be careful what you talk about in public areas
B. Don’t share your account passwords or PIN numbers
C. Don't respond to suspicious texts or emails
D. Avoid clicking links from unknown sources
E. Keep your social media accounts private and limit the info you share in public posts
F. Use unique, secure passwords for every account

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