Key Highlights
- Virgin Media O2 warns AI is generating fake customer service numbers.
- Up to 27% of young adults (25-34) have encountered fake numbers online.
- Over 1 billion scam calls and texts have already been flagged or blocked.
Virgin Media O2 (VMO2) has issued a warning about the growing misuse of artificial intelligence to generate fake customer service contact details. According to the company, fraudsters are increasingly using AI to create convincing phone numbers, websites, and search results that mislead consumers attempting to contact legitimate brands.
These scams exploit moments when users are actively seeking help, often leading them to unknowingly share sensitive information with criminals posing as trusted service providers.
Survey Reveals Growing Exposure to Fake Numbers
VMO2’s findings highlight the scale of the issue. Around 13% of UK consumers reported being shown fake customer service numbers via search engines or AI tools. The figure rises significantly among younger adults, with 27% of individuals aged 25-34 encountering such scams.
Additionally, 22% of respondents said they were unsure whether a phone number they found online was genuine, underlining widespread uncertainty among users navigating digital platforms.
Trust in search results and AI-generated information is also contributing to the problem. About 13% of consumers said they always assume the top search result is official, increasing to 20% among younger adults. Meanwhile, 10% of users, and 19% in the 25-34 age group, rely on phone numbers generated by AI tools, further increasing their vulnerability.
Advice to Avoid Falling Victim
In response, VMO2 is urging consumers to adopt safer practices when searching for customer support. The company recommends using only official contact details listed on verified company websites, apps, or billing documents.
Users are also advised to be cautious of phone numbers surfaced through search engines, social media posts, or AI-generated responses, as these may not always be reliable.
Ongoing Efforts to Combat Fraud
VMO2 says it is actively working to reduce fraud risks through its “Swerve the Scammers” campaign. The initiative includes AI-powered scam detection tools that have already flagged more than 1 billion suspicious calls and blocked over 1 billion scam text messages.
The company has also introduced Brand ID, a feature designed to identify organizations behind incoming calls, helping users distinguish legitimate contacts from unknown or potentially fraudulent numbers.
The surge in AI-driven scams is prompting action across the telecom sector. Companies are deploying AI-powered security tools to help businesses detect and mitigate cyber threats in real time.
The financial impact of cybercrime remains significant. Research indicates that small businesses in the UK face average annual losses of £3,398, rising to £5,001 for larger SMEs, contributing to an estimated £3.4 billion cost across the sector.
