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BT Call - Poss Scam?

Up to speed

I have just received a phone call, supposedly from BT informing me that they have discovered my router has been accessed by several different sources in the last few days.  It was an Asian lady who spoke very fast and I couldn't understand everything she said, but when she asked me to do something with my computer I just knew it must be a scam.  However, because my landline phone was changed to my broadband connection recently, my router is on all the time (something which has aways bothered me about this landline changeover) I was rather concerned.  I have been in touch with Virgin, but their equipment is down (or something) and they are going to ring me back.  But in the meantime, I thought I'd ask I'd anyone else else has received a call like this from BT.  Thanks


Accepted Solutions

@polly43 wrote:

"I regularly check my hub password works (online settings page) and this indicates the hub is not hacked."

Thanks ALF.  But just HOW do you check this?  What are the steps involved?  I've never done this myself. 😕

If you have a newer model hub (which you presumably must do if you now get phone calls through it) then you will have a randomised/unique 'settings' password which is printed on a sticker on the bottom of the hub.

Older hubs had a generic default password (which was the same for every single hub) and this was a potential security vulnerability for those did not change from the default value.

With a unique/complex password on the hub, it would not really be necessary as a matter of routine to log in to the hub to check/test it (unless you had a very specific reason to think something was amiss).

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Super solver

BT calls

This is most likely a scam random call,  not from virgin media, so best ignored, and they will want to download something on your computer to steal your data, banking etc.

I also get many of these BT fake calls to my VM landline, usually an Asian voice, the last fake one was from the Three network

Any genuine call would give you details of your VM account, but often they may know your name and address.

It is best to put down the phone or say wrong number, and you did the correct thing to ring VM directly to check it out, pity they could not confirm anything.

As landlines are switching to the new digital hub connected phone it means the phone only works if the hub is switched on 24/7, which is a downside as I often switch off my hub when not in use or away from home, disconnecting the phone/answerphone system or would fail in a power cut, however most people have mobiles which work in any location.

The old system was better and reliable , but most companies are phasing out the  older cable connected landline phones now, mine is still on the old system.

I regularly check my hub password works  (online settings page) and this indicates the hub is not hacked.




Very Insightful Person
Very Insightful Person

I think you deep down know this is a scam. It makes no sense considering your provider is Virgin Media.

100% a scam

Very Insightful Person
Very Insightful Person

BT is nothing to do with VM & does not use its infrastructure. Scammers will tell you otherwise, because basically your ex-BT number which you ported to VM a while ago makes them think you are actually with BT when you are not. So they have to cook up a story about VM being part of BT if you question it.

Don’t converse with them just hang up. The more you make conversation the more likely they think you are to be outwitted, & will call again.

VM BB TV Landline. Vonage 2nd line. Freeview/Freesat HD, ASDA/Tesco PAYG Mobile. Customer since 1993

I'm a Very Insightful Person, I'm here to share knowledge, I don't work for Virgin Media. Learn more

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This is an old scam that has been around for years;  I'm surprised they're still doing it.  "Your router has been compromised by many countries!".  I'm sure that the Federated States of Micronesia aren't noseying around in anyone's router, as they have more pressing issues to deal with.

Some things to bear in mind:

  • A simple "hello" confirms the number is active and that a human answers (Difficult to avoid, unfortunately).
  • "But I'm with <telco>" will lead them to update their details and try again.
  • There is no "Windows Technical Department"
  • Presume that it is a scam until proven otherwise.
  • Don't give them credit/debit card details under any circumstances.
  • Microsoft/Amazon/Ebay etc.  don't conduct their business this way.

Under no circumstances give these cretins access to your computer via TeamViewer etc.  They will wipe out your bank account with impunity, and you may not get your money back.

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Thank you all.  I did know deep down that this would be a scam, but I guess it was having to leave my router on all the time now made me worry a bit.  Virgin did get back to me and assured me that they'd checked my account and router and couldn't find anything wrong.  😉

Hi polly43, 

Thanks for your post and it's great that you've been able to recognise a scam when you hear one. 

Make sure you are reporting the calls to Action Fraud UK here so they can get as much information as possible to close the scammer down. 

It's also worth registering for the Telephone Preference Service here. It is the UK’s only official ‘Do Not Call’ register for landlines and Mobile numbers and is free. That should help reduce the number of calls you receive.

Finally there is also lots of information available to help you stay safe here

Let us know if you have any further issues. 


Forum Team

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Hi Kath,

Thanks for the info. However, I've been a member of the Telephone Preference Service for some years now and it was great at first, but after a while, all the nuisance calls started up again.  It seems to be par for the course now.  Phone calls and e-mails!  As fast as these scams get closed down, others are springing up like mushrooms!  🙄


Hello ALF28,

"I regularly check my hub password works (online settings page) and this indicates the hub is not hacked"

Could you elaborate a bit please?  I have no idea how to do this.  Maybe if I could do it myself, it would put my mind at rest a bit.  I feel worried that my hub (router) is on permanently.  I always used to close my PC down and unplug it from the wall when I'd finished with it.  🙁


@polly43 wrote:

Hello ALF28,

"I regularly check my hub password works (online settings page) and this indicates the hub is not hacked"

Could you elaborate a bit please?  I have no idea how to do this.  Maybe if I could do it myself, it would put my mind at rest a bit.  I feel worried that my hub (router) is on permanently.  I always used to close my PC down and unplug it from the wall when I'd finished with it.  🙁


Now what I am about to say, might, at first seem slightly offensive, but nevertheless is true - your router almost certainly hasn't been hacked or passwords changed or your PC infiltrated, because you simply aren't important enough for anyone able to do that to bother! And neither is ALF28, or me, or indeed anyone else on these forums.

What you are getting is the usual opportunistic scam calls, where they hope to fool you into basically giving them access to your computer, bank accounts etc. There is nothing sophisticated about this sort of things at all, if you get a call like this again, simply put the phone down, it may take a while but eventually they'll get the message and take your number off of the list of 'people to call in the hope that they'll be able to rip them off'.

There really is no need to panic, they don't know your phone number or any details about you, they simply call every number in sequence and make up some story about internet speed, now if you were to ask 100 people at random, if they have experienced an issue with their internet connection, most will say something like, 'well yes, last Thursday it did seem bit slow' - so it sounds a bit plausible, doesn't it?

They then get you to access your PC, they'll tell you some information that only your provider could know - actually what they say is something that is the same for every PC on the planet, but unless you happen to work in IT, you wouldn't know that, again sounds plausible. Finally having gained your trust they get to to install some software which will 'fix' the issue but actually, eventually, gives them access to your bank details.

Think of it like this, if I were to approach you on the street and say 'I work for BT (fair guess as many users have BT as their supplier), and I have seen issues with your connection (again most users will think, 'oh yes, I have had some slowdowns recently'), but if you could hand over your bank cards and I'll just pop into this shop with them and I can fix these issue - would you a) think fair enough and hand them over, or b) give me a quick knee in the unmentionables and walk on?