Introduction
A SIM box, also called a GSM gateway, is a device that holds many SIM cards and is used to bypass international call charges. International calls are carried over the internet and then injected into the local network through the SIMs, so they appear as local calls. This is illegal under CST regulations, causes poor call quality, and makes international calls show a local Saudi number instead of the real caller’s number. The Virgin Mobile Fraud Management team monitors usage patterns and blocks lines suspected of SIM box use. This process explains how agents handle customers whose line was blocked for SIM box, customers who report suspected SIM box calls, and related cases.
Customer Verification
- Confirm Customer Information: Verify the customer’s mobile number and the ID number registered under the number.
- Additional Verification: If the customer does not know their ID number, ask two flexible verification questions, Such as: Date of birth , Wallet balance , Last recharge date , Currently activated plan
Typical SIM Box Indicators
- A very high number of outgoing calls to many different local numbers, with almost no incoming calls.
- Little or no data or SMS usage on a line that makes hundreds of calls a day.
- The line is always used from the same location and from a device identified as a gateway or modem.
- Several lines under the same ID showing the same pattern at the same time.
Agents must never share these detection rules with customers.
Case 1: Customer Line Blocked for SIM Box
- In ESKA CRM, confirm the line status is Blocked, then check the block reason in Nobil. The reason shows as Fraud – SIM Box.
- Explain that the line was suspended because its usage pattern breaches the Virgin Mobile terms and conditions. Do not describe the detection method.
- Ask the customer how the line is used: the type of device, whether it is used in a router, an auto-dialer or a call-centre system, and the purpose of the calls.
- Agents cannot unblock the line. Raise an unblock review ticket with the customer’s statement, the device type and the IMEI if available.
- Inform the customer that the Fraud Management team will review the case within 3 working days and may ask them to visit a Virgin Mobile store with their original ID for biometric verification.
- Explain that business use with high call volumes requires a business account and cannot run on personal prepaid lines.
Case 2: Customer Reports a Suspected SIM Box Call
A customer may report that a relative or contact calling from abroad appears on their phone as a local Saudi number, often with poor voice quality or delay.
- Thank the customer and collect the local number displayed, the date and time of the call, the call duration and the caller’s country.
- Advise the customer not to call the displayed number back.
- Raise a SIM box report ticket. The customer does not need to take any further action and will not be contacted unless more information is needed.
Case 3: Unknown Lines Registered Under the Customer’s ID
- Advise the customer to check all numbers registered under their ID through the CST Tawakkad service or Absher.
- If a Virgin Mobile number appears that the customer did not activate, verify the customer and raise an unauthorized line ticket. The Fraud Management team will block the line and remove it from the customer’s ID.
What to Tell the Customer
- Blocked Line: Your line has been suspended because its usage does not comply with our terms and conditions. Your case has been sent to the specialist team for review.
- Outcome: If SIM box use is confirmed, the line is terminated and the remaining wallet balance is not refunded, and the ID may be restricted from new activations.
- Reporting Customers: Thank you for reporting this. Your report helps us protect the network and call quality for all customers.
Complaint TKT
Raise a ticket for every unblock review request, every customer report of a suspected SIM box call, and every line registered under a customer’s ID without their knowledge.
| Group | Fraud Management |
| Category | SIM Box |
| Sub-Category | Unblock Review / Customer Report / Unauthorized Line Registration |
| Required Information | Mobile number, ID number, customer statement, device type and IMEI, or for reports the displayed number, date, time, duration and caller country |
| SLA | 3 working days |
Call Reason
| Call Reason 1 | Call Reason 2 | Call Reason 3 |
|---|---|---|
| Inquiry | Fraud | Line Blocked – SIM Box |
| Request | Fraud | SIM Box – Unblock Review |
| Complaint | Fraud | SIM Box – Customer Report |