ISP Impersonation Scams UK: BT, Sky, Virgin Media and Openreach Calls
An unexpected broadband-support call is not a reason to install remote-access software or disclose banking information.
What the scam looks like
An unsolicited caller claims to be from BT, Sky, Virgin Media, Openreach or a technical partner. They may mention a fault, slow broadband, suspicious activity, a router problem or the Digital Voice transition, then ask you to install software, visit a link, share a password or make a payment.
The caller may know your name, address or provider. That information does not authenticate the call, and caller ID can be spoofed. The genuine software named by the caller may be a legitimate remote-support product; the danger is granting access because an unexpected caller tells you to.
Warning signs
- An unexpected call creates an urgent fault or disconnection story.
- The caller asks for remote access to a computer, router or phone.
- You are asked for a banking password, PIN, one-time code or card details.
- You are told to pay an unexpected fee or to move money to protect an account.
- The caller discourages you from hanging up or checking with the provider.
- A link or phone number is supplied instead of asking you to use the provider’s official contact route.
The UK’s landline migration is real, but a real programme does not make an unexpected caller genuine. Check any Digital Voice information directly with your provider using a number or account you already trust.
How to respond
Hang up and contact your provider through its official website, app, bill or the number on your contract. Do not use a number supplied by the caller. Never install remote-access software or share security credentials because of an unsolicited call.
If you installed software, disconnect the affected device from the internet and seek help removing it. Contact your bank immediately if the caller saw banking information, codes or a payment was made. Keep the caller’s number, messages, websites and payment details as evidence.
Forward suspicious texts to 7726. Report fraud at reportfraud.police.uk or on 0300 123 2040 in England, Wales or Northern Ireland; in Scotland, call Police Scotland on 101. Report an unlicensed or misleading communications service to the relevant provider or regulator where appropriate.
Frequently asked questions
Will a genuine provider ever contact me about a fault?
Providers can contact customers, so the subject of a call is not enough to authenticate it. If the caller asks for remote access, passwords, banking details, codes or an unexpected payment, hang up and verify through the provider’s official route.
Is TeamViewer or AnyDesk itself a scam?
No. These are legitimate tools, but an unexpected caller who asks you to install or open them is a serious warning sign.
Do I need to pay for the Digital Voice transition?
Do not pay an unexpected caller. The transition and any equipment or plan changes should be confirmed through your provider’s official account or support channel, because arrangements differ between providers and customers.
I gave a caller remote access. What should I do?
Disconnect the device, contact your bank if financial information may have been exposed, change passwords from a clean device, and get trusted technical help before reconnecting it. Report the incident and preserve evidence.
Sources checked
- BT: scam calls, texts and emails
- Sky: scam calls, emails, texts and online impersonation
- Virgin Media: identifying a genuine call
- Ofcom: Calling Line Identification authentication
- Report Fraud: reporting cyber crime and fraud