We're aware that some customers are being contacted by individuals fraudulently claiming to be from BT or acting on behalf of BT. This type of fraud is an industry-wide problem that we're actively working to tackle. For the latest information please check BT.com/scams
Please be very careful as criminals are always looking at ways to trick consumers into giving out their personal, banking or BT account details.
They might try to convince you that you owe money on your BT bill – then threaten to disconnect your phone line immediately if you don't pay over the phone. BT will never disconnect a phone line during the call
They might say that you have a fault or virus on your computer and then try to scare you by suggesting that your computer or Broadband will stop working if you don't take action. They might try to persuade you into installing software, or ask you to perform commands on your computer with the intention of gaining ‘remote access’ to your device
Fraudsters sometimes 'spoof' the number they're calling from so if you dial 1471 you might see a fictitious number that masks the real destination numbers. They may also offer you a call-back number to confirm the legitimacy of their call and will then answer as if you're calling BT.
Remember, BT will never call you from an ‘unknown’ number.
You can always check your account online to see if there are any problems. Just go to www.bt.com/mybt >
If you're unsure about the caller
Here's what you can do:
Be suspicious of unsolicited calls relating to a security or computer problem, even if the caller claims to represent a respected company
Be very cautious about giving out personal information on the phone to someone you don’t know. Never give out personal information, such as credit card, banking or other details to an unsolicited caller
Don't type anything into a computer, install software, visit any websites or follow any other instruction Don't agree to sign up for anything, give someone your home address, bank or credit card details -and under no circumstances let the caller take control of your computer This allows them to gain access to your personal files and harvest information
If you use a public or shared computer, be security conscious. Remember, each time you exit your account you should sign out completely by clicking the Log off (Sign out) This means anyone using the computer after you won't be able to access your account
If you suspect you've been a victim of a scam or are concerned about the security of your accounts, the easiest way to report this, is to Action Fraud. They are the UK’s national fraud and internet crime reporting centre - use the Action Fraudreporting tool. If you don’t have internet access call 0300 123 2040. Also, contact your Bank immediately to look out for any suspicious activity on your account.
Additional security advice is given on our scams website, including links to CIFAS – who in conjunction with 300+ financial organisations help prevent people falling victim to Identity Theft – sign up to their Protective Registration Scheme.
We constantly monitor the network to safeguard our customers. If we detect suspicious account activity, which makes us believe that your account may be compromised or at risk, we'll act to secure the account immediately. We'll prompt you to change your password when you next log in. We never charge for support of this kind.
We also have preventative measures available such as free BT Call Protect. Simply put, BT Call Protect is our network service that will send nuisance and unwanted calls to a junk voicemail as well as providing customers the control to block other unwanted calls. There are a small number of customers who cannot have BT Call Protect – instead they can benefit from our BT nuisance call blocker phones that block up to 100% of nuisance calls. Here’s some advice on how we can help you deal with unwanted calls.
Fraudsters impersonating your bank (or other respected organisations)
An increasingly common fraud is where criminals call you and try to persuade you they're from your bank, internet service provider or even the police. They'll try to convince you that a fraud has been committed against you and persuade you to hand over your card details including your PIN. This information is then used to get access to your personal details and finances.
You'll often be asked to call the company back so that you can verify the caller as genuine. You may even hear a recorded dial or ring tone and then the caller will answer pretending to be your bank.
We strongly recommended that you always call the caller back, but that you do it from a different phone line or mobile. If you can't do this, take five. Take 5 minutes to think through why you are following their instructions – take time to check with a family member, friend or carer if they feel the actions may be suspicious. Here's how to be more security conscious:
Criminals may already have basic information about you such as your name and address or even your account details, so never assume a caller is genuine just because they have these. Never give out any personal information over the phone.
Never disclose your four-digit card PIN (for example, by typing it into your phone), your full or partial password or your online banking codes to anyone, including your bank or the police
You'll never be asked to withdraw money or transfer funds by your bank or the police. If this happens – it’s safer just to put the phone down. Never allow anyone - especially couriers, taxi drivers or other strangers - to come to your home to collect cash, your payment card or a cheque book
If a caller suggesting they are your bank wants you to call them back, use a different phone line or mobile.
If, following a suspicious call, you want to call your bank directly on a published number, use a different phone line. You may also want to try calling a friend to make sure your line is clear before making the call
If you have been the victim, or attempted victim of this type of scam you should also report it to Action Fraud on 0300 123 2040, or online at www.actionfraud.police.uk. Not only does this help raise awareness and create a self-supporting network of consumers – it also helps build a bigger and better picture geographically and your story could help someone in a similar position.