Landline switch scams and fake calls
In brief
- Scammers are using the landline switch as a cover story to steal personal details and money.
- Your real provider will never ask for payment or passwords during an upgrade call.
- If in doubt, hang up, wait five minutes, and call your provider back on the number from your bill.
- Report scam calls to Action Fraud on 0300 123 2040.
The scam
Criminals are using the landline switch as cover for phone scams. They call (or sometimes text or email) pretending to be from your phone provider, BT, Openreach, or "the phone company". They say your phone line is about to be cut off and you need to act immediately.
The aim is to get you to hand over personal details, bank information, or to pay for a service you do not need. Some scammers try to get remote access to your computer.
Warning signs
- Urgency. "Your line will be cut off tomorrow unless you act now." Real providers give weeks or months of notice.
- Asking for payment. Legitimate upgrade calls do not ask for card details or bank transfers over the phone.
- Asking for passwords or PINs. Your provider will never ask for your online banking password or account PIN.
- Asking you to download software. No genuine provider needs remote access to your computer to upgrade a phone line.
- Caller ID spoofing. The number on your phone display may look like a real provider number. Scammers can fake this. Do not trust it.
- "Press 1 to speak to an advisor." Automated calls asking you to press a button are almost always scams or nuisance calls.
What your real provider will do
- Contact you in advance (usually by letter first, then possibly a follow-up call)
- Give you a clear timeline, not same-day pressure
- Send equipment by post if needed, with written instructions
- Offer to answer questions on a callback number you can verify independently
- Never ask for payment details during the upgrade call
What to do if you are not sure
- Hang up. This is always safe. A real provider will not mind.
- Wait five minutes. Scammers sometimes stay on the line. Wait, or use a different phone.
- Call your provider back using the number on your bill or their website. Do not use a number the caller gives you.
- Ask someone you trust, such as a family member, friend, or neighbour, if you are unsure about a call you received.
Report it
If you have received a scam call or message about the landline switch:
- Report it to Action Fraud: call 0300 123 2040 or report online at actionfraud.police.uk
- If you have lost money or given out personal details, also contact your bank immediately
- Tell your phone provider so they are aware scammers are targeting their customers