O2 says 'we will never' as it warns customers to 'hang up'

O2 says 'we will never' as it warns customers to 'hang up'
-Credit: (Image: Reach Publishing Services Limited)


O2 has issued a warning to all customers ahead of an array of newly released smartphones, watches and tablets hitting the market. The mobile operator urged people to 'stay alert' as scammers were 'particularly active' during major device launches, taking advantage of the high demand.

Although O2 has 'invested heavily' in fraud prevention this year, crooks were said to be 'constantly evolving their tactics and methods'. Scammers may reach out offering steep discounts or free devices - and if it seems to good to be true, it often is.

The network provider has called on customers to watch out for three key signs that they may be a target of scammers. You'll find the tips and safety advice below.

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Call out of the blue

Scammers will try anything to trick customers into handing over sensitive information. They may offer a tempting 30 or 40 per cent discount on a bill, or a even a free new phone or tablet. Fraudsters will often use information obtained to clear security and take out a device in the victim's name, leaving them responsible for the bill.

O2 has said it "will never" call a customer and ask for their one-time passcode, full passwords, or bank details over the phone. It said: "Any call requesting this information is guaranteed to be fraudulent—hang up immediately and block the number."

Any suspicious texts can be forwarded and reported to 7726, with the free service helping operators to block scam numbers.

Official notifications

Some customers may receive a notification from O2’s official mobile number regarding a password change, billing address update or a PAC code they didn’t request. This can happen if a customer's email address has been compromised or hacked.

Before attempting to take out a device, scammers will often make changes to a customer’s online account, making it harder for the victim to access or detect fraudulent activity. O2 sends text notifications when major changes—like a password update, address change, or provider switch—are made to the account, and those who receive such a message without making the request should contact O2 immediately. The account will then be locked and any unauthorised actions reversed.

Surprising package

When a new O2 account is set up, the devices will be sent to the billing address on the customer’s account. However scammers will stop at nothing to bypass restrictions that are in place.

After placing a fraudulent order, scammers typically claim that the victim has received the 'wrong device,' call them up and instruct them to return it to a fake O2 address, or hand it over to an unregistered delivery driver sent to the victim's home. O2 urged people to contact them immediately if they receive any package unexpectedly. The provider will then check for any suspicious account activity, help protect it from further misuse, and provide a pre-paid label to ensure the device is safely returned to the official O2 Returns Centre at Communication House, Vulcan Road North, Norwich, NR6 6AQ.