Virgin Media O2 is urging all users to remain vigilant against a dangerous new scam that has already targeted millions across the UK. The telecoms giant has issued an alert following a significant rise in incidents where cybercriminals use AI to generate fake call centre numbers.
How the Scam Works
According to the company, approximately one in eight (13%) UK consumers have been presented with a fraudulent customer service number via search engines or AI tools. These fake numbers connect unsuspecting callers directly to criminals who then attempt to steal sensitive personal data, including bank details.
“Criminals are exploiting AI-powered tools so that consumers looking to contact trusted brands are shown fake phone numbers, websites and search results, which they use to capture data and perpetrate fraud,” Virgin Media explained.
Many people now trust AI-generated results over traditional web pages when searching for contact information, giving hackers the perfect opportunity to lay their traps.
Protect Yourself
Virgin Media O2 advises customers to use only official service numbers listed on company websites, apps, or bills. For O2 customers, the quickest way to reach support is by dialling 202 from an O2 device. Virgin Media customers should call 150 from their landline.
Additionally, users should be cautious of numbers obtained from search engines, social media posts, or AI tools. Never share security codes or personal details with unsolicited callers, regardless of who they claim to be.
“Criminals know when people search for help, they’re often looking for a quick answer,” said Murray Mackenzie, Director of Fraud Prevention at Virgin Media O2. “AI tools are creating new opportunities for fraudsters to create realistic-looking fake numbers that appear through search results or chatbots, putting people at risk of calling a criminal rather than their trusted provider.”
Virgin Media O2 is actively working to protect customers by blocking known scammer numbers on its network and using AI to flag suspicious calls—over 1 billion to date. The company encourages everyone to report dodgy numbers by texting them to 7726, helping to shut down scams faster in the future.
