We are seeing an increase in suspicious calls designed to start a conversation about replacing a mobile SIM card. The caller may claim to represent O2 or another mobile network and use a convincing story to obtain personal information or security codes.

Here, we explain how SIM swap fraud works, the warning signs to look out for and what to do if you receive a suspicious call.

What is SIM swap fraud?

A SIM swap is a legitimate service used when somebody needs to move their existing mobile number to a new SIM card or device.

SIM swap fraud happens when a criminal convinces a mobile provider to transfer somebody else’s telephone number to a SIM card or eSIM under the criminal’s control. To do this, they may first gather personal and account information through scam calls, phishing messages, data breaches or social media.

Once the swap is completed, the victim’s phone may lose service. Calls and text messages sent to their number are instead received by the criminal.

This can allow the criminal to intercept one-time passcodes sent by text and attempt to take control of the users’ accounts. For a business, this could put company information and systems at risk.

How can I spot a SIM swap scam call?

The caller may introduce themselves as “calling from O2” or another recognised mobile provider. They will then give a reason why you supposedly need a replacement SIM card.

Example reasons we have heard recently include:

• “As part of the merger with Virgin Media, your number ending XXX will require a new SIM card.”
• “Your SIM card is expiring, and I need to send you a replacement.”
• “Your current SIM card is not compatible with 5G.”

To create urgency, the caller may say that your number will be blocked, disconnected or lost if you do not act immediately.

They may then ask you to confirm personal information, such as your name, address, date of birth or email address. The caller might also trigger a genuine verification message from your mobile provider and ask you to read out the one-time passcode it contains.

The passcode could allow the criminal to access your mobile account, place an order or arrange a replacement SIM. Never share a one-time passcode with somebody who has contacted you unexpectedly, even if they appear to know information about you.

How can I avoid falling victim to SIM swap fraud?

Follow these precautions whenever you receive an unexpected call about your mobile service:

• Never share a password, PIN or one-time passcode.

• Do not confirm or correct personal information supplied by the caller.
• Do not click links sent during the conversation.
• Do not dial codes or change call-forwarding settings at the caller’s request.
• End the call if you feel rushed or uncertain.
• Use a strong, unique password for your mobile account.
• Where possible, use an authenticator app or passkey instead of text messages to verify access to important accounts.

How can I tell whether my real provider is calling?

Scam awareness can make it harder for genuine providers to contact their customers. If somebody claims to represent your communications provider:

1. Ask for their name, department and the general reason for the call. Do not give them any further information.
2. End the call.
3. Find the provider’s telephone number independently, using its official website, app, a recent bill or your normal account contact.
4. Call the provider and ask whether it has been trying to contact you.
5. If you are a Beaming customer and are uncertain about a call concerning a service we manage, contact the Beaming team using your usual support details.
6. A genuine caller should understand that you want to verify the contact independently. Do not use a telephone number, email address or link supplied by the person whose identity you are trying to check.

SIM swap fraud often begins with an unexpected call and a convincing story. If you are asked to share personal information or a security code, end the call and contact your provider independently. Taking a moment to verify the request can help protect your mobile number, online accounts and business information.

If you are a Beaming customer and are unsure about a call relating to a service we manage, contact our team using your usual support details.