Possible Scam but unsure?

[Ali111]

My husband received a call from 'Sky' last week advising him that all the 4 mobiles on the account were entitled to an upgrade from 4G to 5G because our coverage was poor.  (totally believable as it is!) She advised that having looked at our account balance our latest bill would be reduced.

to compensate us. The caller was able to advise all the 4 names & mobile numbers on the account and she was able to email the account holder (me not my husband) for a passcode. She then said that there would be a £2 per sim charge and my husband was asked for his card details. He was reluctant to give them over the phone and so she paused and then said that as we were long term Sky customers (and we are) she was able to waive this charge. She then said that the new SIM cards would be posted out to us.  Having looked at the account there is nothing showing in 'orders' on My Sky & we have received nothing in the post as yet.   Please is someone able to confirm if this is legitimate or were we scammed? Many thanks.

[Daniel0210 · Accepted solution]

@Ali111 

Unfortunately there is no requirement for new sims. It's a scam. 

Scammers try to obtain sufficient information to be able to order these expensive mobile devices in your name which Sky innocently deliver to you.

The scammers would then recontact you (again claiming to be Sky) saying they have made a mistake and for you to send it to a (non Sky) address. If you did that they then have the device and you have the bill.

They are very cunning. They may send packaging to post the item (to them) or might even send a 'courier' to collect it. see these links...

https://www.sky.com/help/articles/account-takeover 

With any calls from 'Sky' (especially unexpected calls) if the caller asks for your previously agreed telephone password to confirm you're the account holder (which I would expect a genuine Sky agent to do) initially give an INCORRECT one on purpose. If the caller doesn't challenge it then you know it will be a scam call.

I would suggest changing your online password

https://skyid.sky.com/resetpassword/ 

And keep an eye out for fraudulent transactions on your bank account / cards. 

[Ali111]

I did change my password but what concerns me is that they knew a lot of our information ie: all names of mobile users in the account & their numbers and the main email address linked to the account. My Husband didn't give them any information, so how would they have got it? Please excuse my ignorance!

[Daniel0210]

@Ali111 

Did the caller ask for the previously agreed telephone password? If not that's an immediate red flag. 

[Ali111]

Thanks for that @Daniel0210

[twilight+princess]

That was a scam & if you gave them the 'code' which in reality was the 2 factor authentication code then they now have access to your account so can order expensive devices, I suggest trying to change your password immediately if the scammers haven't already change the details & locked you out. If they have then you need to contact Sky asap.
If you also gave them any credit card/debit card/bank details then contact the issuer's fraud department - number is on the back of the card - & report it, they should cancel the card & issue you with a new one.