Is a phone call saying my broadband contract is ending and I must renew a scam?
It may be. Scammers impersonate telecoms providers to get banking details or remote access under the guise of processing a renewal.
Last reviewed: 1 June 2026
Explanation
Telecom impersonation calls are common, particularly targeting customers whose contracts do genuinely expire around the time of the call. The caller claims to be from your provider and offers to renew at a special rate or process a loyalty discount. They may ask for your bank account details to 'set up the new direct debit', or request remote access to your device to 'run diagnostics'. If you provide bank details, unauthorised transactions follow. If you grant remote access, your device and accounts are compromised. Your real provider will never need to call you to take bank details over the phone for a renewal — you can manage everything in your account online.
Common red flags
- Caller knows roughly when your contract expires
- Asks for bank details, card number, or sort code over the phone
- Requests you download a remote access app
- Offers a deal that expires immediately if you don't commit
- Caller ID shows your provider's name
What to do now
- Hang up and call your provider directly using the number on their official website
- Never give banking or card details to an inbound caller
- If you gave access or details, contact your bank and change passwords immediately
Frequently asked questions
My contract does end soon — could it be a real call?
Contract end dates can be guessed or obtained from public breach data. Regardless of whether the timing is accurate, no provider needs to collect bank details by an inbound phone call.