Consumer magazine Which? has warned customers of UK broadband ISP BT (inc. EE) to be on alert for phone scammers who are now actively impersonating BT’s support agents in order to exploit the ongoing migration onto digital landlines (Digital Voice). The scammers do this by trying to con customers into sharing their financial (payment) details.
In this case, a growing number of consumers have reportedly been called by fake BT support agents, who will state that they need to confirm your personal and payment information to ensure the phone service can be migrated before a “January 2025 deadline” (this should actually be end of December 2025 for most people and 31st January 2027 for vulnerable users – here and here). But alternatively, they may also demand on-the-spot payments to move the phone service and threaten disconnection if refused.
The wide availability of personal data online, both via public systems and through past data breaches, means that savvy fraudsters may often already know some of your personal details before they call, which can make the scam sound much more convincing. Such scams are not new and have been on the rise over the past couple of years (here).
The reality is that BT’s change to digital voice does not require any changes to your plan or bill, and your number won’t change either. The change itself, for most people, is quite straightforward when providers communicate it properly and support their customers correctly during the transition. But not everybody is as comfortable with the change, and it can be confusing for those who have spent a lifetime plugging their phones into the same old wall socket; particularly if they haven’t previously had a broadband service (your old handsets will now need to be plugged into a router or ATA device).
On top of that, there are still some long-standing problem areas, such as compatibility woes with third-party products and services (e.g. alarms and telecare services), many of which haven’t yet fully adapted to this change. BT and others are providing targeted support to resolve these issues, but it’s obviously also proving to be fertile grounds for scammers to exploit.
Tips to avoid scams include:
- If you receive a suspicious call, put the phone down and call back on a trusted number to verify the call
- If you mistakenly give a caller your bank account details, contact your bank immediately
- If you receive a suspicious call, report the call to BT here
- Block any suspicious numbers after you have reported them
Remember:
- Take a moment to stop and think. Trust your instincts. If it sounds too good to be true or is suspicious, there’s probably a catch
- Don’t stay on the phone unless you’re 100% sure the caller is genuine
- Don’t give away any of your personal details or give anyone access to your computer
Victims of such scams or fraudulent activity should also report it to Action Fraud on 0300 123 2040 or via their website, and/or contact your local trading standards team.