security

protect my data

It is one of our customers' most basic expectations that they should feel safe, when using mobile communication services. That is why we protect the Orange network in accordance with the latest, international security standards. We recognize, however, that there is a growing need to help and inform customers how to handle their phones safely.

Therefore, we have created these pages in order to let you, as Orange customer, benefit from our knowledge.

protecting yourself against identity theft

what is identity theft?

Identity theft is the number one consumer crime in America, and is still growing rapidly. Identity theft occurs when someone illegally uses your personally identifiable information, such as your name or credit card number, without your permission, to commit fraud or other crimes. They use this information to impersonate their victims. These identity thieves open new credit card accounts in your name or use your existing credit card information online or over the phone, often spending as much of your money as they can in a short time, before moving on to their next victim.

how does Orange protect customer information?

Orange is committed to safeguarding the personal and account information of our customers and our employees. We have established physical, electronic and management safeguards to help prevent unauthorized access, maintain data accuracy and to help ensure only an appropriate use of such information. We provide extensive data privacy training to all Orange employees.

protect your mobile phone against viruses

Modern mobile phones are becoming more and more like computers, with, as a consequence, similar strengths and weaknesses. Namely, the exposure to so called malware; viruses, worms etc. that represent a weak spot in the world of computers.

Orange believes that a risk of virus propagation on mobile phones, PocketPC or Smartphones is still low today, but in the effort of being preventative, it is recommended to protect your mobile phone today.

More information about Orange antivirus solution for mobile phones can be found here.

bluetooth security

Although the risk is low to get security problems with Bluetooth today, there are a couple of simple things you can do yourself to protect your phone better.

Generally, if you don't use Bluetooth, even for not for a specific period of time, it is recommended to turn the function off completely. When using Bluetooth with your mobile phone.

• in general, you should have the Bluetooth function set to 'On' or 'Activated'. Please avoid the 'Automatic' or 'Discoverable' setting, as it makes it easier to gain access to your mobile device
• when pairing devices or exchanging data with other Bluetooth devices, you have to enable the 'Automatic' or 'Discoverable' mode in order to perform those actions. Therefore, it is recommended doing this in a physically safe environment. If possible, use random PINs, when pairing devices and avoid easy guessing combinations such as 0000 or 1234. Finally don't forget to switch back to 'On', 'Activated' or 'Off' after having paired the devices or exchanged the data
• if you learn of security vulnerabilities or software problems relating to the mobile device, contact either the manufacturer or visit an Orange Center for more details

iPhone, Windows Mobile, Symbian and Java applications recommendation

When downloading and/or installing programs (applications / games) on your mobile phone it is recommended to:

• ensure that the application is obtained from genuine and trustworthy providers (e.g. Apple App Store for iPhone application)
• check the application for viruses before the installation if you have doubts
• install patches or upgrade application to correct security issues

spamming

what is spamming via SMS/MMS?

SMS/MMS is a very useful means for companies who wish to send information on their products/services quickly. Unfortunately it is also improperly used by some who send mass advertisements to people with whom they have no contractual relationship.

Spam is the sending of electronic messages (containing mainly advertising) to a large number of recipients without their consent. Examples are SMS/MMS or email messages sent to you by companies in order to advertise their products and services or to trick you into calling a premium rate number with the promise of winning a prize.

Sometimes senders get telephone numbers from directories, if the numbers are published in them. Since mobile owners who have not published their number also receive such SMS messages, it must be assumed that these messages are sent systematically via the internet to entire blocks of numbers (automatic sending).

spamming is forbidden by law...

The Swiss law against unfair competition (LCD, Art. 3, let. o) explicitly forbids any form of spamming. Mass advertisement is not forbidden in itself, but a number of rules must be followed by the Sender:

• Recipient of the message must have given his preliminary consent ('opt-in' system) must be seeked : note that following the purchase of a good/service, the Seller is allowed to send to the customer advertisement for similar products ('contractual relationship') ;
• Possibility for the Recipient to renounce at every time to this type of advertisement: the Sender must include in each message its precise coordinates as well as a simple mode for the Recipient to deactivate the reception of futher such messages.

what responsibility does Orange bear?

Orange is responsible for transporting information across its network and cannot monitor messages sent by private individuals or companies. Just like the Post Office, which does not produce the advertising that it distributes, Orange only ensures that these messages are transported without being aware of their contents. Orange cannot filter the SMS/MMS received by its customers because this would mean checking the content of the messages, and being informed about a possible contractual relationship between the Sender and the party receiving the message. The Post Office does not do this with letters either!

What's more, Orange does not sell its customers' mobile numbers to companies for advertising purposes and does not forward contacts. This is why Orange cannot be held responsible for the unsolicited SMS/MMS received by its customers.

Orange explicitly prohibits spamming in its contracts with companies which have access to our SMS/MMS infrastructure. Therefore Orange can cut off access to the network for any companies that infringe contractual conditions.

Telecommunication companies are not in a position to monitor the transmission of unsolicited messages because they cannot know if a commercial relationship exists between the sender and the recipient of the advertising message. They are only aware of spamming after complaints are received from customers. Depending on where the spam has come from, Orange can then intervene with the spammer to demand that they stop this practice, and the spammer can be prohibited access to the network. Unfortunately this is not possible in every case, particularly for spammers from abroads.

how can I protect myself against unwanted SMS/MMS?

There are some basic rules you can apply in order to reduce as much as possible the risk of being bothered by unsolicited SMS:

• 'Handle' your mobile phone number with care and do not give it out over the internet, in forums or other lists or competitions. Many forms often contain in the small print a statement such as 'I am interested in receiving information/advertisements for other products...', which effectively authorises the sending of commercial SMS messages.
• When the SMS/MMS encourages you to call back a value added service (0900, 0901, 0906 numbers) or to send an SMS/MMS to a value added number (3-5 digits number): if the price conditions are not clearly indicated, do not react to the SMS/MMS since this could produce a nasty surprise on your phone bill; the price of the call can be high. If the content of the message is not of interest to you, delete it.
• SMS/MMS that you may consider as unwanted are not necessarily spamming: Maybe you have forgotten that you have subscribed one day to a service which involves the periodic sending of SMS/MMS. In this case, you just need to send the deactivation command to the Service Provider. Or maybe you have allowed the Sender to send you advertisement via SMS/MMS. In such case, try to have your phone number removed from the mailing list directly with the Sender.
• Ask Swisscom Directories to place a * next to your phone number if it is listed in the public directory. The asterisk means that you do not wish to receive advertising by phone (note however that this only concerns advertisement per phone and not via SMS/MMS).

what can I do if spamming continues?

Orange will do what it can to intervene with the sender of the messages. Please fill in this form including all the details of the SMS/MMS message(s) (number of origin of message, content of the message, date and time of receipt). Unfortunately Orange cannot guarantee that you will not receive messages of this sort in future, since anyone who has access to the mobile network can send advertising SMS/MMS messages without Orange being able to monitor this. However, we commit ourselves to verifying whether other customer complaints have been raised concerning the same Sender and if relevant, to intervene against the Sender (when possible even cut off ascess to the mobile network for the sender of the unsolicited message).

You can also file an official complaint against the spammer, by submitting in a simple letter to the police the details of the case and your request to open a complaint against the sender (infraction to art. 3, let. o of the law on unfair competition).

family guide

As a parent, you want the best for your child. Also when it comes to mobile phones. That's why we've created our family guide (.PDF).

phishing

what is phishing?

Phishing is the criminally fraudulent process of attempting to acquire your sensitive information, including financial or account information such as user name and password or credit card details by masquerading as a trustworthy entity in an electronic communication (e.g. e-mail, SMS/MMS). 'Phished' information is then used to commit fraud.

Important: Orange will never ask you to confirm or verify your personal sensitive information through e-mail or SMS/MMS communication.

protecting yourself against phishing

In case you receive a suspicious e-mail supposed to be sent by Orange:

• do not reply to the suspicious e-mail or SMS/MMS and do not open any attachments. Instead, contact Orange Customer Care directly and make sure the received e-mail is legitimate.
• do not click on any Web links included in the e-mail or SMS/MMS even if it looks genuine
• do not provide any personal information which the e-mail or SMS/MMS may request
• delete the e-mail or SMS/MMS

I lost my mobile / it was stolen

If your mobile is lost or stolen, it's important to ensure that it can't be used again. Call Orange Customer Care (0800 700 700) as soon as possible. Orange will bar the SIM card, block calls from the phone account and immobilize the phone using the IMEI number.

The IMEI number is a unique identifier which can be found by pressing *#06# on your mobile phone. By keeping a record of it you'll help Orange disables the mobile. It can also be used by the police to prove a phone is stolen.

You can now suspend your account for theft / loss on line on 'My Account' at any time. It's easy and quick.

For more information about 'My Account' please visit that link.

I get nuisance / abusive calls

Receiving nuisance or abusive calls can be very annoying. If you're unfortunate enough with them, remain calm and read the tips bellow before deciding what to do next.

• stay calm. Majority of malicious callers gain pleasure from upsetting the person they call. By staying calm and showing no emotion, you may put them off
• let callers identify themselves first if their number is not displayed on your mobile phone and consider rejecting calls with an unrecognizable number or hidden number
• if after following these general precautions, the mobile phone rings again, don't say anything when you answer. A genuine caller will speak first.
• don't talk to malicious callers. Some malicious callers may want nothing more than to have a conversation. You should put the mobile phone down calmly and ignore it for a few minutes before ending the call. This can often deter the caller particularly when they realize they're wasting their time and money.
• remember as well that malicious callers use the mobile phone to hide behind, because most would be too frightened to say the same things to your face

If you have tried some of the tips above and you still continue to receive nuisance or abusive calls, please contact Orange Customer Care on 0800 700 700 to initiate an Abusive Call procedure.

I enter the wrong PIN Code

If you enter an incorrect SIM card PIN or PIN2 three times in a row, your SIM card will be blocked. You will then need a PUK (personal unblocking key) to unblock your SIM card.

In such a case call Orange Customer Care on 0800 700 700 for details on how to unblock your phone.

Do not attempt to guess the PUK code. If you enter your PUK code incorrectly 10 times in a row, you will permanently block your SIM card and you may have to return your phone to Orange.

I've to choose a new SIM card PIN

When choosing a new SIM card PIN, please don't use a number that includes the numbers 117 or 118 as your phone may mistake these for emergency numbers.

I receive unwanted SMS/MMS messages on my mobile phone

First of all check that it is not an SMS/MMS value added service to which you have subscribed. If this is the case, you are billed for each SMS/MMS you receive according to the conditions you signed up for. You should send the deactivation command (STOP) as soon as possible. For more details, see 'How do you deactivate a chargeable SMS/MMS service to which you have subscribed?'

If it is a commercial SMS/MMS (advertising) for which there is no charge, read the message carefully to find out who is the Sender as you might have opted-in to receive such messages. If you are unsure and if you do not wish to pursue it, delete the SMS/MMS. If you receive this kind of SMS/MMS repeatedly, it may be that you are included on a list which authorizes advertising via SMS/MMS. If you can identify the source of the message, contact the sender and have your details removed from their mailing list.

Beware calling back 0900, 0901 or 0906 numbers as these are billed at a value added tariff and the call could be expensive!

It is also possible that it is unsolicited advertising sent en masse to our customers by third parties (spam). If this is the case, unfortunately it is not always possible to take action because the messages may originate from abroad and it will therefore be difficult to stop them. For more information on what you can do, see the section on spamming.