Scam BT calls demanding payment for digital landline switchover

Phone scammers impersonating BT are exploiting upcoming changes to the landline phone network to con customers into giving them their payment details.

Victims have reported cold calls, claiming to be from BT, stating that they need to confirm their personal and payment information so their landline can go digital before a January 2025 deadline.

Some victims received fake calls asking for on-the-spot payments to move to the digital service, and were threatened with having their landline disconnected immediately when they refused.

The scammers may know your name and address and use this information to convince you to trust them.

Read on to find more about the digital landline switchover and what to do if you receive a scam call.

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The digital landline switchover

The UK’s landline network is being upgraded to be fully digital, and was planned to be completed by January this year. But the completion deadline was recently extended to 2027.

However, this hasn’t stopped scammers trying their luck by using the original 2025 deadline to confuse landline customers into sharing sensitive information.

In the future, when the network upgrades are finished, landline calls will operate using digital technology called Voice over Internet Protocol (VoIP). It’s also sometimes known as Digital Voice.

This may mean some older devices using your landline connection, such as home phones and personal care or security alarms, may need updating or they’ll no longer work.

However, your landline provider should write to you explaining what the switchover means for you, and will give you advice and support with any changes you need to make. The digital switchover does not involve any fees.

Your landline provider will never ask you to make payments or verify your payment information in order for your landline to be upgraded to the digital service. 

The scam calls aren’t just targeting landline numbers about landline services either. Which? has heard from victims without a landline phone who have been contacted on their mobile phones too.

These victims were told the upcoming changes would mean they’d lose their home internet connection if they didn’t confirm their details. But this isn’t true.

• Read more: Digital Voice and the landline phone switch-off: what it means for you

How to protect yourself from scam calls

• Treat all unsolicited phone calls with caution, even if they claim to be from BT, or any other organisation. You can’t always trust the caller ID that appears on your phone, either.
• Never tell anyone your personal information, payment information or passwords over the phone, even if the caller seems to know details such as your name and address. If you’re not sure, tell the caller you’re not comfortable giving your details over the phone, and hang up.
• Ignore calls from unknown numbers. If it’s important, the caller will leave a voicemail or try to contact you another way.
• Be wary of any caller pressuring you or worrying you into acting straight away, whether it’s making a payment or financial decision, or giving away sensitive details. Legitimate organisations do not use pressure tactics.
• Register with the Telephone Preference Service. It’s an official register of numbers who have opted out of receiving marketing or sales calls. However, it doesn’t guarantee against getting scam calls as criminals don’t tend to follow the rules.
• Try a call blocking service or phone if you or your relatives tend to get cold calls. Some landline phones have features that block unknown numbers, or only allow trusted numbers to call you, and can divert all other calls to an answerphone.

• Read more: how to spot a phone scam

What to do if you think you’ve been scammed by a cold call

Call your bank straight away if you think you’ve given your payment details to a scammer over the phone. It should take steps to protect your money, and give you advice.

If you’ve sent money through a bank transfer, the bank should be able to refund your money, partially or in full, depending on how much was stolen. The same goes for any money later taken from your accounts by scammers.

Report phone scams to Action Fraud online or by calling 0300 123 2040. Action Fraud records scam reports and passes the information onto the police, who investigate further.

If you’re called by someone claiming to be from BT, or any organisation, and they’re asking for payment or personal information, you can end the call or conversation any time. You can always contact the official customer services to check your service if you’re concerned by any threats a caller has made.