Fraudulent call centres impersonating BT

We’re aware that some customers are being contacted by bogus companies fraudulently claiming to be or acting on behalf of BT.

The bogus company ‘spoof’ the number they are calling from so if you dial 1471 you may be presented with a fictitious number which masks the real destination. The caller may also offer you a call-back number to confirm the legitimacy of their call and will then answer as if linked to BT.

The caller might try to convince you that you have a fault or virus on your computer and may try to scare you by suggesting that your computer will stop working if you fail to take action and sign up for the services they’re offering.

We constantly monitor the network to safeguard our customers and if suspicious account activity is detected which makes us think that your account may be compromised or at risk, we’ll act to secure the account immediately and prompt you to change your password when you next log in and we never charge for support of this nature.

Here’s some steps you can take if you’re unsure about the caller:

  • Be suspicious of unsolicited calls relating to a security/system problem, even if they claim to represent a respected company
  • If a caller claims to be from BT, ask them to give you an 0800 number that you can get back to them on. You can then call BT on 0800 800 150 to confirm the call is genuine
  • Ask security questions about your account before continuing the call, if the caller can’t answer, they are NOT legitimate
  • Never provide personal information, such as credit card or bank details, to an unsolicited caller
  • Don’t agree to sign up for anything and under no circumstances allow the caller to take control of your computer system as this allows them to gain access to your personal files and harvest information
  • Do not go to a website, type anything into a computer, install software or follow any other instruction from someone who calls out of the blue
  • 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 Sign Out link at the top of the page so that anyone using the account after you won’t be able to access your account

If you suspect you’ve been a victim of a phone scam or are concerned about your accounts security, please get in touch with us so that we can help.

Fraudulent call centres impersonating your bank

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 and even 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 however, the caller won’t hang up and when you return the call the original connection will still be open. You may even hear a recorded dial or ring tone and then the caller will answer pretending to be your bank.

We would strongly recommended that you always call the caller back but that you do so from an alternative telephone line or mobile. If this is not possible you should wait for at least 3 minutes and check for a dial tone before making the call. BT automatically disconnects calls after two minutes of inactivity where one party has hung up.

Here’s some steps you can take to be more security conscious:

  • Never disclose your four-digit card PIN (for example by typing that into your phone), full or partial password or 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 so always check if asked to do so
  • Never allow anyone especially couriers or taxi drivers, 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, do so from a different telephone line or mobile. If this is not possible wait for at least 3 minutes and check for a dial tone before making the call
  • If, following a suspicious call, you want to call your bank directly on a published number again, if possible use an alternative telephone line or wait for at least 3 minutes before doing so. You may also wish to try calling a friend to ensure your line it clear before making the call
  • 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 because they have these and never give out any personal information over the telephone
  • Never allow strangers into your home


If you have been the victim of this type of scam you should also report it to Action Fraud on 0300 123 2040, or online at