Help and Support

Fraud and Phishing advice

Fraud and Phishing advice

Fraud advice

It's important to keep an eye out for all types of fraud. You can find more information on the Action Fraud website.

If you've had any emails or letters 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, it might not be, it could be a simple mistake but let us know.

You should report any suspected fraud activity to us and give us details of what's happened, including any police/action fraud crime number, mobile or account numbers you might have received correspondence for and your contact details, so we can get back to you.

If money has been taken from your account, or from a credit or debit account, 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.

If you think there's been some fraudulent activity on your O2 account, contact us immediately. It might not be fraud, but it's best to check.


Phishing is when fraudsters attempt to get hold of sensitive information such as usernames, passwords, and credit card details, by pretending to be a trustworthy source in emails, texts or calls.

Online phishing scams work by sending you an email that looks like it's from your bank, service provider or other company. The email will ask you to visit a fake website that looks real. The site will have a form asking for personal information like usernames, passwords and bank account or pin numbers.

Signs of a phishing scam

It's often easy to spot a phishing scam. Be on the lookout for:

  • Spelling mistakes
  • A 'from' address that doesn't match the company or organisation
  • Demands that you take action straight away or risk having your account suspended
  • A generic 'dear customer' header
  • Suspect links with extra letters, numbers or substitutions. For example, a phishing scam trying to imitate O2 might replace the letter 'O' with the number zero

If you're suspicious about an email, ignore it and contact your bank or service provider directly. Don't reply or call any numbers in the email.

Reporting a phishing email

Some phishing scams might pretend to be from O2. It's important that we see examples of phishing emails and websites so we can investigate and shut down scammers. To report a suspicious email or website:

  • Create a new email draft with 'Phishing' as the subject
  • Attach the suspicious email
  • Send to

If you're called and asked for personal information, including bank details, from anyone who says they're from O2, make sure you check who they are first. Ask where they're calling from and take a number to call them back, before giving them any of your details. If you have any doubts, call us to check - these may be nuisance calls, so see our advice on what to do about them.

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