If you suspect mobile provider impersonation fraud
Do this now:
- Stop responding to unexpected calls, texts or emails claiming to be from your mobile provider.
- Contact your mobile provider directly using the number on their official website or app.
- Never share your online account password, one-time passcode or personal information until you’ve checked the request is genuine.
What is mobile provider impersonation fraud?
Mobile provider impersonation fraud is when criminals impersonate your mobile provider to try and steal your money or personal information, including your email address, online account password or one-time passcode. They may contact you unexpectedly by phone, text or email or place adverts on search engines offering cheap deals or requesting urgent action to protect services.
If in doubt, hang up or break contact immediately and contact your mobile provider on the number on their official website or app.
How to spot it
Fraudsters will try and pressure you into making a decision offering limited time offers or claiming you will lose access to services if you don’t act fast.
They may:
- ask you to share your online account password or one-time passcode
- ask for personal information your mobile provider should already know such as your name, email address, home address or bank or card details.
- claim they’re unable to place an order over the phone and ask you to do it online instead
- promise you a lower price than the one that appears on screen or in your order confirmation email
How to protect yourself
- If you receive a call or message claiming to be from your mobile provider, take a moment to stop and think if the request is genuine before handing over personal information or money.
- If in doubt, hang up or break contact immediately and contact your mobile provider on the number on their official website or app.
- Before clicking on links in search engine adverts check the url matches the mobile provider’s official website address
- Your mobile operator will never:
- Ask you to share your online account password over the phone
- Get impatient or discourage you if you want to hang up and call back on an official number
- Ask you to share your mobile screen with them
If you’ve been a victim of mobile provider impersonation fraud
- Report it to the mobile provider immediately. They will investigate your case and, once confirmed as fraud, they will ensure you aren’t left with an unpaid bill or debt on your account. They will also advise if you need to take any other steps to protect yourself from future fraud.
- Report it to your bank.
- Tell the police about cybercrime and fraud at reportfraud.police.uk or by calling 0300 123 2040.
- In Scotland, contact Police Scotland on 101.
Mobile provider impersonation case study
Read this real-life example of how fraudsters pose as mobile providers to manipulate people into handing over their money and personal information.