Is a call saying my broadband router has been hacked and my internet will be cut off a scam?
Yes. Internet service providers do not call customers to report router hacks and then request remote access — this is a well-known variant of tech-support fraud.
Last reviewed: 1 August 2026
Explanation
Router hack phone scams involve a caller claiming to be from your broadband provider or a 'technical department', warning that your router has been compromised and is being used to access illegal content or will be disconnected unless you act immediately. The caller directs you to download remote access software to 'fix the router', then accesses your device, bank accounts, or installs malware. Real ISPs communicate service issues through official channels and do not cold-call customers with demands for remote computer access. If you receive such a call, hang up. If you are concerned about your router's security, contact your provider directly using the number on your bill or official website.
The technical claims in these calls are theatre. The caller may direct you to a command window or system log full of routine entries and describe them as evidence of hacking, or read out an IP address as if it were secret knowledge — details chosen because they look alarming to a non-technical person while proving nothing. Once remote access software is installed, the real damage begins: the caller can view your screen while you log in to online banking, move money while showing you a fake screen, or install software that persists after the call ends. If remote access was ever granted, treat the device as compromised until it has been professionally checked, and change your passwords from a different device.
Common red flags
- Unsolicited call claiming your router is hacked or used for illegal activity
- Instruction to download remote access software
- Caller knows your approximate IP address (easily found online) as 'proof'
- Urgency — internet will be disconnected in minutes without action
- Caller ID appears to show your ISP's number
What to do now
- Hang up immediately
- Do not download any software
- Call your ISP on the number from your bill to check for genuine account issues
- Report the call to your national fraud service
Frequently asked questions
Does an ISP ever contact customers about network security issues?
ISPs may send automated emails about detected malware on a network, but they do not cold-call to demand remote computer access. Any such call should be treated as fraudulent.
I let the caller install remote access software. What should I do now?
Disconnect the device from the internet, uninstall the remote access tool, and have the machine scanned or professionally checked. Change your important passwords from a different device and tell your bank what happened so they can watch for unauthorised activity.