Fake Broadband ISP Scams via Phone Calls
How scammers impersonate broadband providers over the phone to switch customers to inferior contracts, collect router deposit fees, or install remote access malware under the guise of technical support.
Part of: Fake Broadband and ISP Scams
Last reviewed: 8 June 2026
Broadband and ISP impersonation scams exploit the fact that most households have a regular relationship with their internet provider and expect to be contacted occasionally about upgrades, fault resolution, or contract renewals. A cold call claiming to be from the household's internet provider can easily feel like legitimate customer contact.
The most financially harmful variant involves directing the customer to install remote access software to 'fix' a technical problem — giving the attacker full control of the device and access to banking apps and credentials. Other variants switch customers to worse deals, charge for non-existent engineer visits, or collect upfront router or installation fees.
How this scam works on phone calls
A caller claims to be from the customer's broadband provider, citing a detected fault with the router, a planned network upgrade, or an exclusive renewal offer. They may correctly identify the provider by name — information available from data breaches or public databases — and request remote access to the router or computer to 'diagnose the fault'.
Customers who grant remote access find their device compromised. Others who agree to a 'better deal' are switched to a worse contract. Upfront fees for new router equipment or installation are collected but no new service is established.
Common red flags
- Caller knows your ISP name but calls without a reference to a specific fault you reported
- Caller requests remote access to your computer or router to diagnose a fault
- Better deal offered requires signing a new contract with no written terms provided in advance
- Upfront payment requested for a router or installation that your current provider says is included
- Caller creates urgency by claiming the fault will cause loss of service if not resolved immediately
How to protect yourself
- Hang up and call your ISP on the number on your bill or their official website to verify any claimed fault or offer
- Never install remote access software at the instruction of an incoming caller
- Request all contract change details in writing before agreeing to any switch
- Verify any claimed fault through your provider's official service status page
- Real ISP engineers do not request remote access to your personal computer to resolve router faults
How to report it
- Report to Action Fraud (UK) at actionfraud.police.uk or the FTC (US) at reportfraud.ftc.gov
- Report to your ISP's customer fraud team
- Report to Ofcom (UK) for misleading broadband sales practices
Frequently asked questions
Would my ISP really call to fix a fault without me reporting one?
ISPs do monitor network faults and may contact customers proactively in some cases, but they will not ask for remote access to your personal computer, will not charge upfront router fees, and will not pressure you to sign a new contract on the call without written details.