What's going on
Your phone rings and someone introduces themselves as being from BT, Openreach, or your internet service provider. They tell you there's a problem with your broadband. Maybe your router is sending error signals to their network, or your account is about to be suspended. They're polite, they might know your name, and they want to sort it out for you right now.
The whole thing is made up. Your broadband is fine. The person on the phone is a criminal reading from a script, and what they want is remote access to your computer so they can get into your bank accounts, or a payment for a repair that was never needed. This scam has been running for years, but it got worse recently because criminals started using the genuine BT Digital Voice switchover as a cover story for their calls.
How the scam works
It follows the same routine almost every time. The caller picks a believable story, creates urgency, and then either gets into your computer or takes a payment. Here's each stage.
1. The cold call
Your phone rings, usually on a landline. The caller says they're from BT, BT Openreach, or your internet service provider. They might quote a reference number or give you an employee name. Some calls start with a recorded message that tells you to press 1 to speak to a technician. The number on your caller ID might look like a real BT number, but they've spoofed it.
Why it works on landlines
More than 650 internet providers use the Openreach network. If someone rings a UK landline and says they're from BT or Openreach, there's a decent chance the person they've called actually is on that network. The scammers don't need to check. They just play the odds.
2. The fake problem
They describe a fault that sounds plausible but doesn't exist. They might say your router is sending error reports, your broadband speed is going to be cut because of a network issue, or your IP address has been flagged for suspicious activity. A newer version ties into the Digital Voice switchover, telling you that your landline will be disconnected unless you pay to migrate. None of it is real. The Digital Voice upgrade is free, and your provider will write to you about it well in advance.
The Digital Voice angle
BT is switching all UK landlines from analogue to digital. Scammers have latched onto this because it's a real change that's been in the news. They ring and say you need to pay to keep your line active or that you'll lose your internet if you don't act now. BT has confirmed the switchover is free and they will never ring you asking for payment to complete it.
3. Remote access or payment
This is where the damage happens. Some callers walk you through downloading TeamViewer, AnyDesk, or similar software so they can connect to your computer. Once they're in, they can open your browser, see your saved passwords, get into your online banking, and install software that lets them come back later without you knowing. Others skip the computer part entirely and just ask you to pay over the phone for a repair, an upgrade, or a service fee that doesn't exist.
What they do with access
- • Watch you type your banking password
- • Move money out of your account while you're still on the phone
- • Plant hidden software that gives them access long after the call ends
- • Open your email to reset passwords on other accounts
4. The damage
You're left with charges on your card, money missing from your bank, and possibly software on your machine that's still feeding information back to the criminals. Some victims don't notice the full extent for weeks because the scammers set up small recurring payments or come back through the remote access software when nobody is sitting at the computer.
What these calls sound like
The wording changes, but the structure is always the same. They name a provider you've probably heard of, describe a problem that sounds vaguely familiar, and push you to act straight away.
"The broadband fault"
The standard opening. They say your connection is unstable or your router is sending errors to their servers. They ask if you've noticed your internet dropping out. Most people have at some point, so it sounds right.
"Hello, this is the technical support department at BT. We've been monitoring your broadband connection and we've picked up some serious errors coming from your router. Have you noticed your internet connection dropping out recently?"
"The Digital Voice upgrade"
The newest version. They tell you your landline is being switched to digital and you need to pay a fee or confirm your bank details before a deadline. They might threaten disconnection if you don't sort it out today.
"Good afternoon. I'm calling from BT about the upcoming changes to your landline service. Your line needs to be upgraded to our new digital system by the end of the month or it will be disconnected. There is a small administration fee of £39.99 to process the switch. Can I take a card payment now?"
"The compromised IP address"
The scare tactic. They tell you your IP address has been used for illegal activity and they need to check your computer to clear it up. Some say the police have been notified. The whole point is to frighten you into doing what they say.
"I'm calling from your internet service provider. We've detected that your IP address has been involved in illegal activity and we are required to investigate. I need to connect to your computer to run a security scan. If we can't do this today, we'll be required to pass your details to the police."
"The Openreach engineer"
They say they're an Openreach engineer who needs to run tests on your line. They might claim to be calling ahead of a visit. Real Openreach engineers don't ring up and ask you to download software or hand over personal details.
"Hi there, it's Openreach calling. We're doing some work on the lines in your area and we need to run a quick test on your connection. Can you go to your computer for me? I'll walk you through what to do."
Who falls for this
Anyone who pays a broadband bill and isn't entirely sure how their provider's support process works. Which is most people. You don't need to be gullible to get caught out by this. You just need to be caught on the wrong day, maybe when your internet genuinely has been playing up, and somebody rings sounding calm and professional with a story that fits.
Older people get targeted more often, particularly those still on landlines. The Digital Voice switchover has made this worse because many older BT customers have heard about the change on the news and are genuinely worried about it. When someone rings and mentions it by name, they assume the call is legitimate.
What makes it convincing
- • BT and Openreach are names everyone in the UK knows
- • Over 650 providers use the Openreach network, so the claim is often true
- • Your broadband probably has been slow at some point
- • The Digital Voice switchover is a real thing that's been in the news
- • The caller sounds patient and knowledgeable
What should make you stop
- • BT will not cold call you and ask for remote access
- • Openreach engineers don't ring up and ask you to go to your computer
- • The Digital Voice switchover is free. Nobody needs to charge you for it
- • No real provider will threaten to cut you off and demand payment on the spot
- • You didn't contact them first
If you get one of these calls
Hang up
Don't engage with the caller. Don't press any buttons on a recorded message. Don't try to catch them out or waste their time. Just put the phone down.
Don't let anyone connect to your computer
If someone you didn't contact asks you to download software or give them access to your machine, the answer is always no. No matter how official they sound.
Check directly with your provider
If you're worried the call might have been genuine, go to your provider's website or use their app. You can also ring the number on your bill. Don't use any number the caller gave you.
BT's official number is 0800 800 150. You can also check your account through the My BT app.
Report to Action Fraud
Call 0300 123 2040 or report online. Even if you didn't lose money, your report helps Action Fraud track these operations and take them down.
Block the number
Block the number on your phone. It won't stop them calling from a different one, but it's one less route in.
Already let them connect?
Don't panic, but do act quickly. The sooner you deal with this, the less damage they can do.
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1
Disconnect from the internet
Pull the ethernet cable out or switch off WiFi. This kills their remote connection straight away. If they're still inside your computer, this stops them.
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2
Uninstall the remote access software
Remove TeamViewer, AnyDesk, or whatever they asked you to install. Check your installed programs for anything else you don't recognise. If you're not sure what's safe to remove, take the machine to a local computer repair shop.
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3
Run a full virus scan
Use Windows Defender (already on your computer) or download Malwarebytes. Both are free. Run a full scan, not a quick one. This will catch anything they may have installed while they had access.
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4
Change your passwords
Every account you logged into while they were connected needs a new password. Start with your email and online banking. Do this from a different device if you can, like your phone or a tablet, in case they installed something that records what you type.
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5
Call your bank
If you gave card details or logged in to your banking while they were watching, ring your bank straight away. Use the number on the back of your card or dial 159. Tell them what happened. They can freeze your account and monitor for suspicious transactions.
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6
Report to Action Fraud
Call 0300 123 2040 or go to actionfraud.police.uk. You'll get a crime reference number. Keep it safe. You may need it if you make a claim to get your money back.
The short version
Red flags
- • Unexpected call claiming to be from BT, Openreach or your ISP
- • Says your broadband has a fault or your IP is compromised
- • Asks you to download remote access software
- • Demands payment for the Digital Voice switchover
- • Threatens to disconnect your service on the spot
What to do
- • Hang up straight away
- • Never let a cold caller access your computer
- • Check with your provider using the number on your bill
- • Report to Action Fraud (0300 123 2040)
- • If they connected, disconnect and change your passwords