Virgin Media O2 has raised concerns over a growing wave of AI-powered fraud, revealing that scammers are increasingly using artificial intelligence tools to direct consumers to fake customer service phone numbers.
The study shows that 13 percent of Brits have encountered fraudulent customer service numbers via search engines or AI tools, rising to 27 percent among people aged 25–34. Additionally, 22 percent of consumers remain unsure whether the numbers they find online are genuine, highlighting widespread confusion and risk.
Trust in digital platforms is amplifying the threat. Around 13 percent of users assume top search results are official, while 10 percent rely on AI-generated contact details. Among younger adults, this rises to 19 percent. Alarmingly, 15 percent admit they never verify whether a number is legitimate.
Cybercriminals are exploiting these behaviors by creating fake listings, websites, and AI-generated responses to capture sensitive data and commit fraud. Virgin Media O2 confirmed it has already handled cases where customers were scammed after calling such numbers.
To combat this, the company has flagged more than 1 billion suspicious calls using AI-based detection systems and blocked over 1 billion scam text messages. It also promotes reporting suspicious activity via 7726 to help disrupt fraud networks.
Through initiatives like “Swerve the Scammers” and partnerships such as Stop Scams UK, Virgin Media O2 is strengthening collaboration across telecom, banking, and technology sectors. The company is also supporting the UK government’s Stop Think Fraud campaign to raise public awareness and improve digital safety.
SHAFANA FAZAL
