Summary:
Virgin Media O2 has highlighted a surge in AI-driven scams where fraudsters use artificial intelligence to direct users to fake customer service numbers, exploiting trust in search engines and AI-generated information. A significant number of consumers have encountered such scams or remain unsure about the authenticity of online contact details, increasing the risk of fraud. The company has reported cases of users being deceived and is actively combating the issue by blocking over a billion scam calls and messages using AI systems, while promoting reporting mechanisms and collaborating with industry partners and government initiatives to improve awareness and strengthen digital security.
Virgin Media O2 has warned about a rising trend of AI-enabled scams, noting that fraudsters are increasingly leveraging artificial intelligence to steer users toward counterfeit customer service contact numbers.
According to the findings, 13 percent of people in the UK have come across fake customer service numbers through search engines or AI platforms, with the figure climbing to 27 percent among those aged 25–34. Additionally, 22 percent of users are uncertain about the authenticity of the contact numbers they find online, reflecting significant confusion and vulnerability.
Reliance on digital sources is further heightening the risk. About 13 percent of individuals believe that the top search results are official, while 10 percent depend on contact details generated by AI—rising to 19 percent among younger users. Notably, 15 percent admit they do not check whether a number is genuine.
Scammers are taking advantage of these habits by creating fraudulent listings, websites, and AI-generated responses to obtain personal information and carry out scams. Virgin Media O2 reported instances where customers were defrauded after dialing such numbers.
In response, the company has used AI-driven systems to identify over 1 billion suspicious calls and block more than 1 billion scam messages. It also encourages users to report suspicious activity by forwarding messages to 7726, helping to disrupt fraudulent operations.
Through campaigns like “Swerve the Scammers” and collaborations such as Stop Scams UK, the company is working with telecom, banking, and technology sectors. It is also backing the UK government’s Stop Think Fraud initiative to increase public awareness and enhance online security.
