Tesco Mobile won't block lost phone

Hedgehog99

Tesco Mobile are refusing to block my lost mobile. I failed their useless security questions and they will not accept any other (much better) proof that the phone is mine. Meanwhile some lowlife gets to waste my credit. Their questions are poor because they do not prove that you are the owner (other people you know could easily know the information Tesco ask for) and they are also questions which the genuine owner might not know the answer to. So, if you have a Tesco mobile, beware - make sure others do not know what might seem like mundane things to do with your phone and make sure you keep information which may be relevant. Letter in the post to them today!

sparky93

go into tesco and verbly moan at them there in the mobile section. take yer proofs and proof u called in 1st instance to report it.

grumbler

Just call again and report it stolen again?

Also, to save your credit you need the sim blocked in the first place, not the phone. Blocking the handset makes it impossible to use it with other sims.

diamonds

Report Tesco to Ofcom, there are rules & regulations o2&Tesco MUST abide by.

SaLoGo

diamonds wrote: »

Report Tesco to Ofcom, there are rules & regulations o2&Tesco MUST abide by.

But they must also abide by DPA rules. If the OP cannot confirm his details with Tesco then they can't make any changes to the account.

I've never had to use anything more than my name and password to gain access my account details on the phone to the call centre.

If a password is forgotten then ID can be confirmed with DOB, address, last bill amount and other details given when the account is set up.

OP, what questions were they asking that a genuine account holder would not know the answer to?

diamonds

No Tesco ask you specific calls and times on dates & ALL your answers must be EXACT !

rmas12

If I remember correctly they would ask two of five questions:

The amount and method of last top up
The remaining balance
Two regularly dialled numbers
The sim serial number (only used when upgrading sim)
Customer password (only used when one has been set up)

Unless this has changed recently, I don't see it's too much of an ask to answer two of those questions.

grumbler

rmas12 wrote: »

If I remember correctly they would ask two of five questions:

The amount and method of last top up
The remaining balance
Two regularly dialled numbers
The sim serial number (only used when upgrading sim)
Customer password (only used when one has been set up)

Unless this has changed recently, I don't see it's too much of an ask to answer two of those questions.

Really?
Only the first one is more or less reasonable.
It's a long time since I was on PAYG, but I can't imagine myself knowing the remaining balance. Even if I keep the original packaging, how can I know the sim number if I am away? And who memorises or writes down the telephone numbers nowadays except some elderly people who keep using paper notebooks?