Carphone Warehouse data breach August 2015

Over the weekend of 8th August, you may have become aware of a data breach at Carphone Warehouse. Up until June 2015, Carphone Warehouse managed our website, talkmobile.co.uk on our behalf.

We no longer use Carphone Warehouse to manage our website and if you joined Talkmobile via the website after June 2015 your data is safe and you are not affected.

If you joined Talkmobile through a Carphone Warehouse store we can assure you that you haven’t been impacted.

If you joined online or over the phone before June 2015, you may have been affected by the data breach.

Advice for potentially impacted customers

At this stage we haven’t had full details from Carphone Warehouse as to whether your data has been accessed, but it is very important that you look out for any suspicious online or account activity.

If you have been affected then you may have received an email from Carphone Warehouse over the weekend. Please check your email including your spam mail folders.

If you’ve received an email we recommend that you:

  • Notify your bank and credit card company, so they can monitor for unusual activity
  • Check your credit report with all three of the main credit agencies, to make sure nobody has taken out loans or credit cards in your name:

- Experian offer a free trial of their Credit Expert service

- Equifax offer a free trial of their Online credit report service

- Call Credit let you check your credit report completely free of charge with Noodle

If you do notice anything suspicious, we recommend that you contact your bank and Action Fraud as soon as possible. Action Fraud are the UK’s national fraud and internet crime reporting centre, and they can be reached on 0300 123 2040. Your bank will also have a dedicated fraud team who will be able to help if you contact them in the normal way.

Being fraud aware

Please remember that:

Talkmobile NEVER call customers and use an account number to identify you

Talkmobile NEVER ask for your full bank details to process a refund

Talkmobile NEVER ask you to go to your bank and withdraw cash to send via Moneygram or Western Union

Talkmobile NEVER call and ask you to download software onto your computer

Talkmobile NEVER send emails asking you to provide your full password

Talkmobile NEVER ask you to switch off your mobile or remain on a landline for several hours

If you have any further questions, please take a look at the additional information that we’ve provided in the FAQs below.

Customer FAQs

1. What happened?

On August 5th Carphone Warehouse discovered that the IT systems of one of their divisions had been breached by a cyber-attack. This division operated the website of Talkmobile up until June 2015.

Carphone Warehouse took immediate action to secure these systems and launched an investigation to determine exactly what data was affected.

Carphone Warehouse’s investigation has indicated that personal data which may include name, address, date of birth and bank details of a very small percentage of Talkmobile customers may have been accessed. Carphone Warehouse are attempting to contact all those customers who may have been affected to inform them of the breach and to give them advice to reduce any risk and minimise inconvenience. The vast majority of Talkmobile customer data is managed directly by Talkmobile, and is held on separate systems and has not been accessed during this incident.

2. When was the breach discovered?

Carphone Warehouse discovered this on the afternoon of Wednesday 5th August and have been working intensively to establish the extent of the breach

3. How will I know if I have been affected by this attack?

Carphone Warehouse are attempting to contact all those customers who may have been affected to inform them of the breach and to give them advice to reduce any risk and minimise inconvenience. If you don't hear from Carphone Warehouse, your data hasn't been affected by this attack.

4. Is it safe to continue using the Talkmobile website?

Yes. Since June 2015 the Talkmobile website has been run on a separate platform that has not been impacted by this cyber-attack.

5. What are Talkmobile doing to prevent this from happening again?

We no longer deal with Carphone Warehouse and they do not manage any services for us. We take securing your data very seriously and we are confident that the data held on Talkmobile’s systems is secure.

6. What information was compromised?

Carphone Warehouse’s investigation has indicated that personal data which may include name, address, date of birth and bank details of a small percentage of Talkmobile customers may have been accessed. Carphone Warehouse are attempting to contact all those customers who may have been affected to inform them of the breach and to give them advice to reduce any risk and minimise inconvenience.

7. Does this mean I’m a victim of identity theft?

Someone having access to your personal information or bank account details does not necessarily mean you have been a victim of identity theft or that your information will be used to commit fraud. We recommend that you take the appropriate steps to protect yourself, such as closely reviewing account statements for suspicious activity.

8. What do you recommend I do to protect myself from identity theft and fraud?

To reduce the risk of fraudulent activity, we recommend that you consider taking the following steps:

- Notifying your bank and credit card company, so that they can monitor activity on your account

- Checking for suspicious or unexpected online or account activity

- Be wary of anyone calling asking for personal information, bank details or passwords

- You can check your credit rating to make sure no one has applied for credit in your name. You can do this by visiting Experian or Equifax

9. How can I check if my credit rating has been impacted by this attack?

You can check your credit rating to make sure no one has applied for credit in your name. You can do this by visiting Experian or Equifax