Scam library · United Kingdom · Updated 20 October 2026
BT and Openreach broadband call scams: what they say, how to spot it, what to do
A threat to cut off your connection is designed to keep you listening. End the call and check with the provider using details from your own bill.
What they say
Illustrative examples, written in our own words:
- We are from BT or Openreach and your line will be cut off today.
- Your router is infected, and an engineer needs access to your computer.
- Open this page and read out the code so we can repair the connection.
- A service refund needs a test payment before we can credit your account.
How to spot it
- An unsolicited caller claims a fault but wants control of your device or banking session.
- They ask you to install software, read a login code or change security settings.
- The fix unexpectedly involves a payment, a refund transfer or access to an unrelated account.
What to do now
- Hang up and use the provider number on a bill or the account app you normally use.
- Check any real service warning or fault through that account. Do not use the caller’s suggested callback route.
- Keep remote-access tools closed and do not approve requests on your phone while the claim is unverified.
If you already paid or shared details
Call your bank immediately on the number on your card, using a trusted device. After hanging up, 159 can connect you to participating UK banks; coverage and call charges depend on your provider. Explain what you sent or shared and ask about stopping payments and securing the account.
If remote access was enabled, stop the session and use another trusted device to contact your bank. Tell the provider through a trusted route what was claimed, and follow NCSC guidance if software was installed.
Under Payment Systems Regulator rules, UK banks and payment firms must refund most eligible authorised push payment (APP) scam losses from UK Faster Payments transfers made on or after 7 October 2024, up to £85,000 per claim. This means you were tricked into authorising a transfer. Eligibility and exceptions apply. Cards, cash, international transfers and crypto payments are not automatically covered by this rule. Report promptly and ask the bank to explain its assessment, any excess and the relevant deadlines.
Keep messages and payment references. In England, Wales and Northern Ireland, report to Report Fraud (formerly Action Fraud). In Scotland, report to Police Scotland on 101. If someone is in immediate danger, call 999.
Forward suspicious SMS texts to 7726 and emails to report@phishing.gov.uk, following GOV.UK reporting guidance. For message apps, use the app’s report and block tools. Reporting a message does not replace contacting your bank about a payment.
Questions people ask
How should I check a threat to disconnect my broadband?
Contact your provider through the number on your bill or your usual account app after ending the call.
Should I allow remote access to test an unexpected fault?
Do not give an unsolicited caller access to your device. Verify the issue and any support session independently first.