BT scam calls: how to spot a fake and what to do
Quick answer
A call, recorded message or email that claims to be BT and says your broadband will be cut off or your computer has a problem is a scam. BT says it won't call about computer faults or ask for your PIN. Hang up and report it.
- Comes by
- Phone call, Text, Email
- Pretends to be
- BT
- Last updated
How it works
Scammers pretend to be BT. BT is the impersonated company, not the caller.
BT says scammers often sound urgent or threatening, ask for remote access to your computer, or ask for personal, password or bank details. Common scripts: a recorded message saying your service will be disconnected, or an automated prompt telling you to press a button to speak to BT, which BT says takes you straight to a scammer.
BT says it will never call to say it has found a problem with your computer, ask for your PIN or online banking password, or ask you to pay by PayPal or money transfer sites. The goal is money, bank details or control of your computer.
Red flags
- A call saying BT found a problem with your computer
- A recorded message saying your service will be disconnected
- A prompt to press a button to reach BT
- A request for remote access to your computer
- A request for your PIN, banking password or bank details
- Payment demanded through PayPal or a money transfer site
- Pressure or threats
Example message
This is BT. Your broadband will be disconnected in 24 hours because of suspicious activity on your line. Press 1 to speak to an advisor, or call [phone number]. Do not tell anyone about this call.
What to do
- 1
Hang up
Don't press any buttons or let them onto your computer.
- 2
Call BT on a number you looked up
If you're unsure whether it's real, look up BT's number yourself and call back, not the number the caller gave.
- 3
If you gave bank details, call your bank
Use the number on your card, say it was fraud and ask them to protect your accounts.
- 4
If they had remote access, disconnect
Remove the software, run a security scan and change passwords from a different device. Our guide on what to do after a data breach covers the steps.
- 5
Report it
BT has a form for scam calls from the last two weeks. For texts, forward to 7726. Report fraud to Action Fraud.
Report it
Check if your details are exposed with Serus
Scammers find your number and address on data brokers and people-search sites. Serus removes them.
Why you got it
Scam calls get more convincing when the caller knows your name, address or that you use BT. Scammers get those details from people-search sites, public listings and breach data. Serus finds the data brokers that list you and removes your listings, and alerts you when your details show up in a breach, so fewer scammers can reach you.
Frequently asked
Will BT call to say my computer has a problem?
No. BT says it will never call to tell you it has found a problem with your computer.
Is a recorded message from BT about disconnection real?
BT says to be wary of recorded messages saying your service will be disconnected.
How do I report a BT scam call?
Use BT's scam call report form within two weeks of the call, and report fraud to Action Fraud.
I gave out my bank details. What now?
Contact your bank straight away on the number on your card.
Sources
Something wrong or out of date? Tell us and we'll re-check it.
