O2 warns customers ‘we will never do this’ in new alert as scam cases surge

Mobile network provider has issued a new, urgent warning to help customers stay vigilant against thieves amidst a recent “increase” in fraudulent activity.

O2 warned that scammers are “particularly active” during this time of year, targeting newly released smartphones, watches, and tablets, when they are in high demand and at their peak value.

While O2 said it has “invested heavily” in fraud prevention this year, fraudsters are continuously adapting their tactics.

To help customers recognise and protect themselves, the network provider has shared some new guidance.

A call out of the blue

Firstly, O2 warned that any call out of the blue with an offer that seems “too good to be true” is a sure sign of a scam.

Whether it’s a tempting discount on bills or a “free” new phone or tablet, O2 said scammers will promise “anything and everything” to try and trick customers into handing over sensitive information. Once they have this, the criminals can use it to clear security and take out a device in the victim’s name, leaving them responsible for the bill.

O2 said: “We will never call you and ask for your one-time passcode, full passwords, or bank details over the phone. Any call requesting this information is guaranteed to be fraudulent – hang up immediately and block the number.”

Those who receive suspicious texts or calls can help protect others by forwarding the message to 7726. Reporting this is free and helps operators like O2 block scammers’ numbers and prevent similar scams in the future.

A random O2 notification about account changes

A notification from O2’s official mobile number of a password change, billing address update or a PAC code which was not requested, are more red flags.

O2 said: “If your email address has been compromised or hacked, it often serves as a gateway for scammers to try and access other accounts, such as MyO2. This becomes even riskier if the same password is used across multiple platforms.”

Before attempting to take out a device, scammers will often make changes to a customer’s online account, making it harder for the victim to access or detect fraudulent activity.

To protect customers, O2 sends text notifications when major changes – like a password update, address change, or provider switch – are made to the account. If you receive such a message without initiating the request, it’s likely the work of a scammer.

In this case, O2 urges customers to contact them immediately so the account can be locked and any unauthorised actions reversed.

O2 added: “With data breaches affecting multiple accounts, it’s essential to use strong, unique passwords for each important account and update them regularly to protect against scammers.”

An O2 package arriving that you didn’t order

To prevent fraud, O2 will only send devices to the customer’s billing address when a new account is created. However, the provider cautions that scammers are still attempting to bypass these security measures.

O2 said: “Typically, after placing a fraudulent order, they will claim that the victim has received the ‘wrong device,’ call them up and instruct them to return it to a fake O2 address or hand it over to an unregistered delivery driver sent to the victim’s home.

“Scammers typically try to reach you first, so it’s important to contact O2 immediately if you receive any package unexpectedly.”

O2 can check for any suspicious activity on people’s accounts, help protect them from further misuse, and provide a pre-paid label to ensure the device is safely returned to the official O2 Returns Centre at Communication House, Vulcan Road North, Norwich, NR6 6AQ.