How we’re tackling scams and nuisance calls

We probably all know somecone who has been a victim of fraud. Now in our super-connected world, scammers can reach us in our homes – spaces that should be safe from fraudsters – with sophisticated phone and text message scams.

That’s why in November last year we launched Call Defence for all our customers at no extra cost. Haven’t heard about this service? Read on to learn more about Call Defence, how it works and other ways we’re stopping the scammers.

Call Defence is a service that uses Adaptive AI to analyse call number behaviour in real time to determine whether it could be a scam or spam call. The system then alerts you before you pick up the phone. And it’s completely free if you’re with us.

Powered by voice intelligence firm Hiya, the service checks phone numbers and will alert you on the incoming call screen if it suspects you’re getting a scam or spam call. You’ll also see an option to block or report the number rather than answer it.

The best advice for dealing with suspected scams and spam calls is to hang up – but Call Defence means you won’t even pick up the phone in the first place.

Since launching to customers at no extra cost in November 2024, the system has already been helping you to stay safe. Each month, Call Defence flags more than 50 million suspected nuisance and scam calls without costing you a penny.

But it’s not just about flagging these calls. It’s about stopping the scammers in their tracks. Since launch, calls labelled as suspected spam have been answered 42% less often. And the calls that do get answered are 89% shorter than unflagged calls, as the technology helps reduce your exposure to time-consuming and potentially risky calls.

Remember, though, vigilance is still key in our collective fight against scammers. You should always remain watchful when asked to provide personal information over the phone. If you’re ever concerned, the advice remains: hang up.

We crunched the numbers with our partners at Hiya and have analysed data from scam calls reported on our network. Across the last few months of 2024, here are the most common trends fraudsters were trying to pull off:

Fake HMRC phone scams

We’ve found both live and prerecorded robocalls threatening legal action for unpaid taxes. For example, HMRC itself reported one scam where an automated phone call told recipients that HMRC was filing a lawsuit against them, and to press 1 to speak to a case worker to make a payment. This was a scam, and they advised people who received this call to end it immediately.

Other scam calls may refer to National Insurance number fraud or an offer of a tax refund and ask you to provide your bank or credit card information. If you cannot verify the identity of a caller, we always recommend you do not speak to them.

Fake Amazon phone scams

Amazon scam calls are becoming increasingly common, with scammers pretending to be from Amazon to steal personal or financial information.

In this scam, fraudsters will impersonate Amazon customer support, claiming there’s an issue with an order or a fraudulent purchase has been made on an account. Their goal is to trick victims into providing account credentials or credit card information, often by urging them to verify details or resolve a fake problem.

Amazon will never ask for your bank card details or any other confidential information, and it recommends ending the call and contacting its customer service through the Amazon app or website instead.

Payment services – fake VISA/Mastercard phone scams

Scammers here will claim there’s been a fraudulent charge or an issue processing a payment. Their goal is to trick victims into providing credit card information and they sometimes offer to transfer money to a new account for fraud reasons or safekeeping, all under the guise of resolving the problem.

An important point to note is that Visa and Mastercard are the network operators, not the card issuers. So be very wary if you receive a call claiming to be from either.

This type of scam is especially common during the holiday season when people are making frequent purchases and may be more likely to believe an urgent payment-related alert. So, as we head into summer, it’s important to be even more vigilant.

Immigration scams

Fraudsters have been claiming to be from “the immigration bureau” warning of an expired visa, targeting users of the immigration system. As with most scams, fraudsters seek to gain access to personal details, which are then commonly used to access online accounts and to commit identity fraud or steal money.

The UK Home Office’s fraud, tricks and scams guidance can assist immigration system users to differentiate scam communications from genuine ones.

Mobile-related scams

These are calls offering significant but fake discounts on their contracts or new devices. If someone rings you claiming to be O2 and you have any doubts, end the call and phone us directly on 202 (free from your O2 mobile) or on 0344 809 0202 (standard UK rates apply).

Remember, we’ll never contact you asking for one-time passcodes, passwords and PINs. We won’t ever ask for personal information like your bank details or security information you’ve set up on your O2 account, either. And when we say never, we mean never – not by phone, text or email.

Good news – you don’t have to do anything to turn on Call Defence. It’s available to O2 Pay Monthly and Business customers using compatible Android and iOS devices, and it’ll be switched on automatically. However, if you’re using an iPhone, you need to be running iOS 18, so make sure you update the handset’s software.

We can’t guarantee all scam and spam calls will be labelled, so always be wary when giving any personal info over the phone. If you’re ever worried, hang up.

While keeping Call Defence switched on is highly recommended, you’re able to opt out of it if you’re on a Pay Monthly custom plan or SIM Only plan. You can do this by logging into My O2. Or get in touch with us by calling 202 on your O2 mobile. You can also message us on social media or webchat.

You can find out more about how Call Defence works on our dedicated help page.

We’re also pushing for stronger national efforts to tackle fraud. We’re calling for the Government to appoint a dedicated fraud minister and establish a specialised national policing body to handle scam-related crimes.

In addition to rolling out advanced features like Call Defence and enhanced caller ID, we block tens of millions of fraudulent calls and texts each year.

These efforts are part of our wider initiative to protect our customers, which also includes innovative tools such as a human-like AI bot designed to engage scammers and waste their time. We remain committed to helping you stay informed, secure and in control of your mobile experience.

^{Call Defence: Pay monthly customers only. iOS devices require iOS 18. Call labelling services for incoming calls on O2’s UK network only. Brand ID labels companies registered with our service provider Hiya. Call Defence helps detect potential suspicious calls, but we can’t guarantee that all spam or scam calls will be labelled. O2 accepts no liability for third party fraud}