Protecting yourself from fraudsters

Scammers are increasingly posing as broadband providers to trick customers into handing over payment details or personal information. To protect yourself, it has become important to know how to spot a fake and how to make sure you're interacting with the real YouFibre.

How to know it’s really us

We will never ask for your payment details over the phone. If you need to contact us, please do so using our official channels listed on our website. Do not use contact details for YouFibre found on Google or AI searches, as these may have been posted by scammers.

If anyone calls you or sends a message claiming to be from YouFibre, asking for your card, bank account or personal details, hang up and contact us directly to confirm.

The safest way to reach us

The quickest and safest way to contact us is through the YouFibre app, download it from the App Store or Google Play and chat with us directly in a secure environment. You can also reach us through our official channels at hello@youfibre.com or call 0330 822 2222.

Do not use contact details of YouFibre found on Google or AI searches, as these may have been posted by scammers.

How to spot a scam

Scammers now use calls, texts, emails, and social media. They can be convincing but here are some signs to look out for:

• It comes out of nowhere: An unexpected call, text, or email about your account, a problem, or an offer you didn't ask about is a red flag.

• They're creating urgency: Threats that your account will close, a deal will expire, or you'll face a penalty if you don't act now are designed to stop you from thinking clearly. Take your time and don't rush into anything.

• They're asking for payment or personal details: We will never ask for your card or bank details over the phone, by text, or by email. Don't share them with anyone claiming to be us.

• The contact looks official or authentic: Scammers can fake caller ID, spoof email addresses, and clone social media accounts. On calls, don't trust the number alone. On emails, hover over the sender's name to check the actual address behind it. On social media, check that the username is spelt correctly and the account is verified before engaging.

• The link or contact number didn't come directly from us: Search results and AI tools can be manipulated to show fake numbers at the top. Links in texts or emails may lead to fake websites designed to look like ours. Always use only the contact details on our official webpage.

• Something feels off: Check for poor spelling, mismatched branding, or a tone that doesn't sound like us – trust your instincts and don't engage.

If you think you've been scammed

Contact your bank straight away and let them know what happened. You can also:

• Report to your local police
• Report suspicious numbers or messages for free by texting 7726 — it works on any network and helps get scam contacts shut down faster. Read more on Ofcom's guide - How to report scam texts and mobile calls to 7726.
• Change the passwords to your YouFibre account and your online Bank account.
• Report to Action Fraud by calling 0300 123 2040 or using their online reporting tool if you've lost money or shared personal details.

Do you need more help? Start a chat via the YouFibre app or give us a call on 0330 822 2222.