Energy and broadband are essentials we all worry about, which is exactly why scammers impersonate suppliers and "Openreach" so often. The hooks range from a tempting refund or government grant to the threat of being cut off today. This guide covers the common utility scam calls and texts, and the simple checks that keep you safe.

The common utility scam scripts

  • The energy refund. "Your energy account is in credit - you're owed a refund. Confirm your bank details to receive it." Genuine refunds don't require cold-calling for your bank details.
  • The government grant or rebate. "You qualify for a government energy grant / boiler scheme - we just need to verify your details." Real support schemes aren't sold by unsolicited callers demanding personal data.
  • The cheaper tariff. A high-pressure pitch to "lock in" a deal today, designed to capture banking details or switch you without consent.
  • The broadband disconnection. Often an automated recorded message: "Your broadband will be disconnected within 24 hours due to suspicious activity. Press 1." This is frequently a gateway to a tech-support scam and remote access to your computer.
  • The "Openreach" call. A caller claims to be from Openreach about a fault, an upgrade, or "router security".

A realistic example:

A recorded call warns that your broadband will be cut off today because of "illegal activity on your line", and to press 1 to speak to the technical team. The "technician" then asks to remotely access your computer or router to "secure" it. There is no disconnection - just an attempt to take control of your device and your accounts.

Why the "Openreach" angle is a giveaway

Openreach maintains much of the UK's broadband infrastructure but works through your service provider - it doesn't sell to or cold-call members of the public about their accounts or "router security". So a call claiming to be Openreach, asking you to do something or hand over details, is a strong sign of a scam.

Red flags

  • Unsolicited refunds, grants or "exclusive" tariffs requiring your bank details.
  • Disconnection threats with a countdown and a "press 1".
  • A request for remote access to your computer or router.
  • Pressure to decide or pay immediately.
  • Requests for account numbers, meter readings, or banking details.

What to do

  1. Don't act on the call. Don't press buttons, share details, or agree to anything.
  2. Verify with your real supplier. Use the phone number on a recent bill or your online account - never a number the caller gives you.
  3. Never grant remote access to your devices.
  4. Forward scam texts to 7726 and report scam calls to Action Fraud.
  5. Report nuisance marketing calls to the ICO and consider registering with the Telephone Preference Service - see how to stop nuisance and cold calls.
  6. If you shared bank details or paid, contact your bank immediately and see what to do if you've been scammed.

The bottom line

Energy and broadband scams trade on essentials and urgency - a refund you'd welcome, or a cut-off you'd dread. Treat any unsolicited call about your utilities with caution: never share details or grant access on the call, and verify everything with your real supplier using the number on your bill. Remember that Openreach doesn't cold-call the public, and that disconnection-threat recordings are a scam, not a deadline.

Frequently asked questions

Does Openreach cold-call customers?

No. Openreach works through your broadband provider and doesn't sell to or cold-call members of the public about their accounts, faults or "router security". A call claiming to be Openreach and asking for details or access is a strong sign of a scam.

Is the "your broadband will be disconnected today" call real?

No. That automated threat is a scam, usually a gateway to a tech-support con where they ask for remote access to your device. Your provider doesn't cut off broadband via a recorded "press 1" call. Hang up and check your account directly if concerned.

I was offered an energy refund or grant by phone - is it genuine?

Be very wary. Genuine refunds and support schemes aren't sold through unsolicited calls asking you to "confirm your bank details". Don't share anything; verify with your actual supplier using the number on a recent bill, and report the call if it's a scam.

How do I stop utility cold calls?

Register with the Telephone Preference Service, use call screening, and block repeat callers. Report unsolicited marketing calls to the ICO and scams to Action Fraud. See our guide to stopping nuisance and cold calls for the full steps.