/ Money, Technology

Have you spotted this fake BT Broadband scam email?

Email scams

Scam emails are on the rise. The target for these fraudsters appears to be loyal customers of big name companies and organisations. We’ve seen one of the latest email scams phishing for your details which, on the face of it, appears to come from BT – have you?

We get a lot of scams shared with us; many of you will know that on Which? Conversation we get regular reports of phone calls from scammers pretending to be from BT.

Approaching any email or phone call with caution is the key. While some may have fallen for this latest email scam pretending to be from BT, a friend of a Which? employee was able to spot some tell-tale signs to spot that it was a phishing scam.

Fake BT Broadband scam

The time the recipient took to read the email saved her from handing over her details – and ultimately giving fraudsters access to steal her money.

Sneakily, this scam phishing email came through at about 7.00am – a time of day when people are often in the throes of getting ready for work or commuting, so may have rushed to act on this in the heat of the moment.

BT email scam

When checking the sender’s details, the scam email appeared to be from ‘no-reply@bt.com address’, but when she carefully hovered her cursor over the ‘from’ address was a different sender – and one that she didn’t recognise.

Checking the sender’s from address is the first of 10 steps we’ve noted that can help you find out if the email you received is actually from a scammer.

In an attempt to make the email look more official, it also contained an account number and BT ID. Luckily, these details bore no resemblance to the real account number and ID, so alarm bells rang.

The email warned of a pending message on the recipient’s broadband bill with a link to click and give up personal information.

Taking the time to log into her broadband account separately, the recipient saw there was no such message, which confirmed for her that the email was definitely the work of a scammer.

Advice on BT phishing scams

We’re keeping an eye on the latest email scams we come across and will keep you up-to-date with new reports of phishing emails. Take a look at our top tips on how to spot an email scam. If you’ve spotted a dodgy looking email then let us know.

Action Fraud has also issued warnings about fake BT phishing emails that take advantage of the global ‘WannaCry’ ransomware attack. These emails claim that due to security breaches, BT is upgrading security and recipients must confirm a security upgrade.

BT has its own scams website www.bt.com/scams which features information about all the latest scams and advice on how customers can protect themselves.

Like us, BT warns its customers not to click on links in a suspicious email. If customers are unsure about an email that appears to be from BT, they should type www.bt.com/mybt into their browser and log in to their MyBT account safely, rather than clicking a link.

How many scam emails do you get in a week? What scam emails are you getting? What are your top tips for spotting that an email is actually a phishing attempt from a scammer?


Got one several weeks ago Melissa Its well seeing that the sender isnt British -“hello BT broadband customers ” , never happen with the real BT , they are much more business like , that was the first clue , the second was the obfuscated URL the identifying part was nonsense BT would never use that ID . Never one to fear , I used a very safe browser to click on it , of course it was blocked but I got some info that way. The “bedroom hackers ” sending this low grade layout scam email arent very high up the hacking ladder I have seen much better years ago but those guys have moved onto better financial pastures ps- last time I put down some hackers they sent me all sorts of porn emails ,etc to try and bring me down , sorry guys I dont click on them ,never will as the purpose is to take down your reputation on the web , once you click on that stuff they can hold you to intellectual ransom also used “by others ” .


The scam e-mail actually started “Hello Hello BT Broadband Customers”. Only the police or Father Christmas use that form of address so that alerted me straight away.


Sometimes the clues are not exactly subtle:

Hello ,

In the name of the HM Revenue and Customs Service, we shall advise you about significant changes in tax policies, document registration procedures, and other various amendments to the tax legislation.

In such contexts, we are must inform citizens, legal entities, and official representatives. Information regarding above issues is always transmitted via these official letters.

To become acquainted with all legislative documents containing relevant information pertaining to changes and amendments, please go to the page created based on the official sample.

This is the one-page website representing details of amendments and crucial urgent changes.

Please visit the page here

kel meyler says:
1 June 2017

Do you know what, I just opened this email from ‘Which’ and this very morning I had a phone call from a girl saying she was from BT [02084579160] and they had received information that someone was using and stealing my Brodband connection, she wanted me to open my computer so she could check it and check my router. She went through all the same waffle as what the Talktalk scammers have been doing of late. Obliviously anyone who telephones me and talks computers or broadband connections I totally distrust these days and will never give them access to my computer.

Joan Bassett says:
3 June 2017

One morning last week I had 8 phone calls from someone who said they were from the BT Technical dept. They all reported faults on my computer that needed my attention, this happens regularly to me. I reported it to BT this time and on previous occasions, it takes forever to get through to BT by email. This time I was offered a nuisance call blocking addition to my phone line, haven’t taken it up as I’m not sure I’m going to stay with BT they keep putting their charges up and I am in a very slow broadband speed area so no good deal. We are ex-directory so how do these people get my number, must be some technology that can stop it.


Hello Joan, thanks for sharing this. Seems a bit dodgy to us, well done for notifying your bank and not clicking on the links. Are you able to share you email with us? We’d be interested to see it if you still have it – our email is conversation.comments@which.co.uk

Ann Swindale says:
3 June 2017

They use random number generators to automatically dial – if they get a reply or voicemail they know that it is a genuine number so that then goes up the list for being dialled again. We have caller display so if we don’t recognise the number we don’t answer and let it go to voicemail – if it is genuine they can leave a message – if not then we can block it for the future. The only problem is that we have run out of space for blocked numbers on our phone so have now signed up for BT Call Protect.

Isobel Whiteford says:
4 June 2017

Agree with Ann. I leave answer machine on,inviting callers to state their name. If you are in my contacts,the name and number appear in display and I answer ,if not I ignore. They never leave a message. I never respond to out of area, number withheld, or private caller calls.. But I can get up to ten of these calls a day. Guess because I don’t reply they try again.. Still think more needs to be done to ban/stop these calls being made in the first place