Suspension of connection

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This morning I received a message saying that, "Your service has been suspended due to suspicious usage". I called to the customer service and they asked me to send some documents (passport, driving lisence) to FMgmtFax416-279-4844@telus.com. I already sent them. Why it happened and how long it takes to restore the connection? Thanks.
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Mahamudul Hashan

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Posted 2 years ago

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Timo Tuokkola, Mobile Master

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Generally it's a combination of very heavy usage within the first few days of opening an account along with one or more red flags related to the contact information and/or the ID provided when you opened the account. The exact circumstances vary, and are not likely to be posted for security reasons. The fraud team will contact you once they have a chance to review the information you provided, typically within a couple of days.
(Edited)
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Mahamudul Hashan

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Actually my wife used this number with VIRGIN Mobile. We switched from virgin to koodo while maintaining the same number, but we changed the ownership. Can it be a reason?
However, do you have any idea about approximate time of restoring the connection? I am without a phone :(
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Timo Tuokkola, Mobile Master

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As I said, not ten minutes ago, "The fraud team will contact you once they have a chance to review the information you provided, typically within a couple of days."
The issue will be resolved as quickly as possible, but it will take as long as it takes.

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