You’re settled at home when the phone rings. The caller ID might even look convincing. The person on the other end claims to be from “BT,” “Openreach,” or another well-known provider, telling you there’s a problem with your internet, a fault in the area, or an amazing new deal. They sound professional, but something feels off.
You’re right to be suspicious. This is a common and sophisticated scam. Here’s how to spot the fakes and protect yourself.
The Hallmarks of a Fake Call: Red Flags to Watch For
Scammers use predictable scripts and tactics. Knowing them is your first line of defence.
1. The “Problem” or “Threat” Scenario
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“We’ve detected a virus on your computer.” (BT and Openreach do not monitor your personal computer for viruses).
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“Your internet connection is about to be disconnected due to suspicious activity.”
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“There’s a fault in your area, and we need to test your line.” (They often use this to gain trust before the real scam begins).
2. The “Too-Good-To-Be-True” Deal
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“We’re offering a exclusive discount on your bill/loyalty reward.” (They’ll ask for your bank details to process the “refund” or “discount”).
3. The Urgency and Secrecy
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“You must act now or your service will be cut off in the next hour.”
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“This is a one-time offer, only available if you decide right now.”
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“Don’t tell anyone else; this is a confidential security process.” (Legitimate companies will never ask for secrecy).
4. The Request for Remote Access
This is the ultimate goal of many tech-support scams.
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“We need to connect to your computer to fix the issue.” They will direct you to download an application like AnyDesk, TeamViewer, or LogMeIn.
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Once they have access, they can install malware, steal passwords and personal files, or even lock you out of your device.
5. The Request for Personal or Financial Information
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“We need to verify your identity. What is your full password/PIN?” (A real company will never ask for your full password).
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“We need your bank details to process a refund.”
BT & Openreach: What They Will NEVER Do
Knowing what a genuine company won’t do is just as important.
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BT will never:
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Call you out of the blue to tell you about a virus on your computer.
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Ask for your remote access details, passwords, or PINs.
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Request you download software to your computer.
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Ask for payment in vouchers (like iTunes or Amazon), cryptocurrencies, or money transfer services.
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Openreach will never:
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Call you directly to sell you a broadband or phone package. They are the network infrastructure company, not a retailer. Your provider (like BT, Sky, TalkTalk) deals with you, not Openreach.
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Call you about a billing issue or to offer a new deal.
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What to Do If You Get a Suspicious Call
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Stop. Don’t Act.
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Do not press any buttons. Do not give any information. Do not download any software.
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Hang Up Immediately.
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You do not owe a cold caller any politeness or your time. Just put the phone down.
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Verify Independently.
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If you are concerned, find the official customer service number from your last bill or the company’s official website (not the number the caller gave you!).
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Call them back directly and ask if the issue is genuine.
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If You’ve Already Engaged or Feel Threatened:
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If you gave remote access: Disconnect your computer from the internet immediately (unplug the Ethernet cable and turn off Wi-Fi). Run a reputable antivirus/anti-malware scan.
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If you gave bank details: Contact your bank immediately using the number on the back of your card. Explain you may have been scammed and ask them to freeze your accounts.
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If you’re worried about your safety: Report it to Action Fraud (the UK’s national reporting centre) online or by calling 0300 123 2040.
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How to Report These Scams
Reporting helps protect others. You can:
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Forward suspicious text messages to 7726 (a free spam reporting service).
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Report the phone number to your own phone provider.
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Make a formal report to Action Fraud.
The Bottom Line: Trust Your Gut
If a call feels wrong, it almost certainly is. Scammers rely on creating panic and urgency to override your logical thinking.
Remember the golden rules:
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Your provider will not call you out of the blue about a virus.
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Openreach does not sell services directly to the public.
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Never, ever give remote access to your computer to an unsolicited caller.
Staying informed is your best defence. Share this knowledge with friends and family, especially those who may be more vulnerable to these pressure tactics.