Is a phone call saying my broadband is about to be cut off a scam?
Almost certainly yes if it was unsolicited. Genuine broadband providers notify you by email or letter, not automated calls threatening immediate disconnection.
Last reviewed: 1 August 2026
Explanation
Broadband disconnection scam calls use automated voice messages or live callers claiming to be from BT, Virgin Media, Sky, or another major provider. They warn that your internet will be cut off within hours unless you call back or press a key. The goal is to get you talking to a 'technical support' agent who asks for remote access to your router or computer, payment for a fake issue, or personal banking details to verify your account. Genuine providers contact you through your account portal, by email, or by post — they do not cold-call with disconnection threats. If you are unsure, log into your account directly or call the number on your bill.
Disconnection threats select for the people most likely to comply — anyone working from home, running a business, or caring for family online treats the connection as critical, and the 'press a key to speak to an engineer' prompt converts that alarm into a live conversation with a scammer. From there the script matches classic tech-support fraud: remote access to 'test the line', a fee to cancel the disconnection, or bank details to 'update the account'.
Remote access is the line that should never be crossed: no genuine ISP needs to control your computer to manage your broadband service. If access was granted, disconnect the machine from the internet, remove the remote software, run a security scan, and change passwords from a different device — sessions like these are used to reach saved logins and online banking.
Common red flags
- Automated call about imminent broadband disconnection
- Caller asks for remote access to your router or device
- Payment by unusual method to restore your connection
- Caller cannot verify your account details — asks you to provide them
What to do now
- Hang up — do not press any number or call back the number provided
- Check your account via the official provider website or app
- Call your provider on the number from your bill or their official website
- Report the call to Ofcom (UK) or the FTC (US)
Frequently asked questions
Could my broadband genuinely be at risk?
If you have unpaid bills your provider would contact you through normal account channels first. Always verify through your own account rather than an inbound call.
I pressed the number and spoke to them but hung up without doing anything. Am I affected?
Engaging confirms your number is live, so expect repeat attempts — block and ignore them. If you gave no details, access, or payment, no direct harm was done; verify your account through official channels for peace of mind.