Remember, if someone calls you claiming to be from O2, we would never ask for one-time passcodes, passwords and PINs, or personal information like your bank details. So, make sure you check who they are by asking where they're calling from. If you have any doubts, just give us a call on 0344 809 0202 to check. These could be nuisance calls, so see our advice on what to do about them.

About account takeover

Account Takeover is where a criminal gains control of your O2 account for two main purposes:

  • intercepting communications – from your bank, email provider, or any online account that uses your mobile phone to reset passwords, such as social media or payment providers
  • ordering upgrades, accessories or replacement sims, and applying for additional connections.
What should I look out for?

Fraudsters might call you for information to help them carry out fraud. They often pretend to be members of O2 staff and will be incredibly friendly. This is to try and convince you to give them your security answer and a one-time code they’ve sent you, so that they can reset your My O2 password and gain access to your account. One-time codes can also be used to change your address or perform a sim swap, giving the fraudster access to your phone number. They might keep calling you until they have all the information they need to impersonate you and make changes to your account. 
 

Thankfully occurrences of this are rare, but it’s better to know about them.
 

Remember, we will never call, text or email you and ask for a one-time code, password, or other security information you’ve set up on your O2 account.
 

Received a suspicious email or text? Learn more about scams.


How does an Account Takeover happen?

Fraudsters use several techniques to perform an Account Takeover:

  • Sim swap – swapping your sim card number, which is connected to your mobile number, for one that’s in their possession. This lets them receive all calls and texts intended for you. This is associated with banking fraud – taking money from your bank account. If this happens, always contact your bank as soon as possible, as well as us.
  • Port out – taking your number to another network, in order to gain control of your mobile number. This is very similar to a sim swap.
  • Call divert – diverting your calls to another number, in order to receive any calls intended for you. This is associated with banking fraud.
  • Lost or stolen bar – reporting your number as lost or stolen, to stop you receiving texts and calls from us, your bank and other organisations
  • Address or email change – changing your address or email when ordering replacement sims (to facilitate banking fraud), upgrades, accessories and new connections 
  • Devices – ordering new phones, tablets and accessories to your home address, then trying to intercept the parcel from the courier – for example, by posing as you and pretending to lock your front door or your car. If they fail to intercept the delivery, they might pose as another courier trying to collect the parcel, telling you it was delivered in error.
  • Resetting your My O2 password – this initiates a one-time code to your phone, and they call you to try to retrieve it by pretending to work for O2. You can avoid this by always using different passwords for your email account, My O2 account and any other online account. And by always being cautious if someone calls you unexpectedly.
     

Check our address when returning your device

Fraudsters may want to convince you to send your device to a false address. For example, they may order a device on your account, and then contact you with a false address to "return" the device to. 
 

Our returns address is
 

O2 Returns Centre
Communication House
Vulcan Road North
Norwich
NR66 6AQ

 

We will only ever ask you to send a device here; never send it anywhere else. 
 

To return a device to us, please make sure you follow the steps laid out on our Returns page, so we can safely track and process your device. 


How to report fraud

If you've had any texts, emails, letters or calls saying you've bought any of our products or services when you haven't, or if money has been taken from your bank account for something you haven't bought, you could be the victim of identity or impersonation fraud. This could happen if you’re an O2 customer or not.
 

You should report any suspected fraudulent activity to us as soon a possible. Make sure you give us details of what’s happened, including any police or Action Fraud crime number. Please include any mobile or account numbers you might have received correspondence for, and let us know your contact details, so we can get back to you.
 

If money has been taken from your bank account or by using your credit card, let your bank or card provider know immediately, and they'll stop any further use. They'll also tell you how to get your money back. You should report this to Action Fraud straight away.
 

You can call us on 202 free from your O2 phone, or 0123 (Monday-Friday 8am-9pm, Saturday 8am-8pm, Sunday 8am-6pm).


What to expect when you've reported fraud

Once your case has been raised, it’ll go directly to our dedicated fraud team who will conduct a thorough investigation. And, you’ll be notified once your case has been resolved.

You will also receive additional information on:

  • The steps that were taken in the investigation
  • How to prevent fraud from happening in the future
  • Where you can go if you have any further questions.

Other sources of help

You can find out more about Account Takeover from these sources:

  • Take Five to Stop Fraud - straightforward and impartial advice to help you protect yourself against financial fraud
  • FFA UK - information about the various types of payment fraud, plus helpful tips and advice
  • Action Fraud - the UK’s national reporting centre for fraud and cybercrime
  • Get Safe Online – a resource for unbiased, factual and easy-to-understand information on online safety
  • Which – advice on scams
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