AI search results serving fake O2 customer service phone numbers

What is this scam?

Virgin Media O2 has issued a fraud warning after millions of customers were exposed to fake phone numbers surfaced by AI-powered search overviews when looking up O2 contact details. Criminals exploit AI summary features in search engines to display fraudulent numbers at the top of results; callers reach scammers who impersonate O2 agents and extract account credentials, personal details, and payment information. O2 says the only safe way to contact them is via the number on the back of your SIM card or your monthly bill.

Example scam message

Red flags to look out for

• Never rely on AI search overviews or Google AI snippets for customer service phone numbers — they can be poisoned with fake numbers.
• O2 will never ask for your full password or a one-time passcode over the phone.
• If a caller already knows your name and account details, that does not mean they are genuine — this information can be obtained from data breaches.
• The real O2 number is 202 from an O2 phone, or 0344 809 0202 from any phone.

What to do if you receive this

1. Hang up immediately if you suspect the call is not genuine.
2. Find contact numbers only on the official o2.co.uk website or the back of your SIM card packaging.
3. Report suspicious calls to O2 directly via their official fraud line.
4. Report it to Action Fraud at actionfraud.police.uk.