This topic

Rescue Live Lens

D-P — Fri, 14 Nov 2025 08:12:16 GMT

Hi BT Community

Just wanted to check that BT use "Rescue Live Lens" as a remote support tool?

Kind regards

D-P

Re: Rescue Live Lens

licquorice — Fri, 14 Nov 2025 08:16:11 GMT

Can't say 100% for sure, but I doubt it. Sounds like you might be being scammed.

Re: Rescue Live Lens

D-P — Fri, 14 Nov 2025 08:24:00 GMT

I did find a previous post that suggested it was legitimate: https://community.bt.com/t5/Home-phone-including-Digital/no-ring-tone-or-keypad-tones/m-p/2415570/highlight/true?search-action-id=183221351642&search-result-uid=2415570#M100968

wanted to verify myself.

Re: Rescue Live Lens

licquorice — Fri, 14 Nov 2025 08:27:15 GMT

I'll flag it to the mods for official comment.

Re: Rescue Live Lens

D-P — Fri, 14 Nov 2025 09:13:42 GMT

Thank you

Re: Rescue Live Lens

Ali_A — Fri, 14 Nov 2025 10:45:48 GMT

Hi @D-P

Rescue live lens is a tool we use in the Broadband Home tech space to view a customers set-up, or anything else we need to see.

To initiate the service, a text message is sent to the customer who follows a couple of prompts. We're using this before in-home engineers are sent so we can see the set up is correct and observe any troubleshooting steps that may be required.

Hope this helps!

Ali

Re: Rescue Live Lens

D-P — Fri, 14 Nov 2025 11:51:04 GMT

Hi Ali_A

Many thanks for confirming this, it would be useful if BT could "advertise" that they use this so that customers who may be (quite rightly) wary of accepting and clicking on links for remote support can be re-assured. Do you know if BT do confirm this somewhere in their FAQs or if not they intend to?

Kind regards

D-P

Re: Rescue Live Lens

Ali_A — Fri, 14 Nov 2025 14:08:03 GMT

@D-P

We use a range of tools and support methods, which may change at any time, that are incorporated as a standard business operating procedure.
We wouldn't necessarily advertise the tools we use in supporting our customer, as they would simply form part of the customer service journey- we will only use this tool during a conversation with a Customer Service guide.

If you're being offered a link or remote support, while not in direct contact with BT, please be cautious just as you would do with any other service.

Ali

Re: Rescue Live Lens

gg30340 — Fri, 14 Nov 2025 14:40:07 GMT

Why "advertise" information that may help scammers get into BT customers devices.

BT would not cold call customers pointing out there is a problem with their broadband and want access to it but scammers do.

This could be used as another way for the scammer to gain trust if it is known that BT use it.