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Safety guidance

Staying safe: scams, OTPs and cold calls

Phone fraud works because it arrives sounding official. These habits defeat almost all of it.

Published by Thirdgreenovo (independent)
Last reviewed July 2026
Applies to England, Scotland, Wales & Northern Ireland
Independence notice Thirdgreenovo is an independent third-party information service. We are not affiliated with, authorised by, or acting for any network named on this page. Trade marks belong to their owners and identify the subject of guidance only. For account, billing or contract matters, contact your network's official customer service. Calls to our line are standard geographic rate and provide general guidance only.
Never share theseOne-time passcodes (OTPs), online banking details, card PINs, or account passwords. No legitimate network — and certainly no guidance service, including this one — will ever ask for them. Anyone who does is attempting fraud, whoever they claim to be.

The common attacks

Spoofed caller ID

A call can display a real network's genuine number while coming from a criminal. If any call requests security details or urgent payment, hang up and call back on the official number printed on your bill — dialled by you, not from the call history.

The "upgrade team" call

Fraudsters offer a too-good upgrade, then "verify" you with an OTP — which actually authorises an account takeover or a device ordered in your name. Genuine offers appear in your official account app; check there instead.

SIM-swap

Criminals move your number to their SIM to intercept banking codes. Sudden total signal loss while others nearby have service is the warning sign — contact your network's official fraud line immediately. Hardening steps are in the eSIM guide.

Delivery and "missed parcel" texts

Links harvest card details. Track parcels only through official retailer or courier apps.

Reporting

  1. Forward scam texts free to 7726 — works on every UK network and feeds Ofcom's blocking action.
  2. Report scam calls also via 7726 by texting the word "Call" followed by the number.
  3. Report fraud losses to Action Fraud, the UK's national fraud reporting centre, and to your bank at once if money moved.

Related guidance

General question about any UK network?

Our independent guidance line can talk you through the processes on this site. We cannot access accounts, take payments, or act for any network — for those matters, contact your network's official customer service.

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