Toll Fraud Monitoring

What is Toll Fraud?

Toll Fraud, also known as call phreaking or dial through fraud, is becoming an ever-increasing issue in the UK. It occurs when fraudsters dial into a phone system without permission and use the available telephone lines to route unauthorised calls, often to international destinations and premium services, at the expense of the targeted victim.

This often goes completely undetected right up until the call charges appear on the victim’s invoice.

What can be done about it?

The UK is the 3rd most targeted country in the world and Toll Fraud is on the rise – up 15% per year. 85% of UK businesses are not safe from hacking, regardless of whether they have an analogue, digital or IP based system, at an average cost estimated at £10,000.

We offer an optional Toll Fraud Monitoring Service on some services which actively monitors the lines on our network for suspicious and fraudulent call traffic and carries out telephone system security checks to locate areas of vulnerability on a number of our maintained systems.

Our protection starts from as little as £3pm per line

You do the maths.

How does it work?

Whilst we endeavour to limit the costs incurred by toll fraud where possible, hacking and fraud technology is constantly advancing, causing a continuing rise in telephony fraud.

Customers who have opted to use our Toll Fraud Monitoring service are covered for up to £5,000 (with no excess to pay) of fraudulent calls relating to Toll Fraud which are caused by the actions of fraudsters outside of the customer’s organisation.

And what if you choose not to have it?

Toll Fraud monitoring is optional.

For those customers who have opted not to use our Toll Fraud Monitoring service, it is the exclusive responsibility of the customer to prevent the occurrence of fraud.

The Customer is responsible for payment of any charges incurred due to fraud (including Toll Fraud), this includes abuse, or misuse of the telephony services, whether known or unknown to the Customer.

Protecting your business

Call us immediately if you suspect Toll Fraud

Customers should immediately notify us of suspected Toll Fraud by calling our Support Team on 01603 964288.  If your call is placed to us out of normal working hours, make sure you tell us that it is regarding suspected Toll Fraud and we will respond to this call regardless of whether you have OOH support.

We will work with our provider to investigate the suspected Toll Fraud, and may block, suspend, or otherwise limit the ability of the Service provided to prevent the continuation of fraudulent activities.

Strong Passwords Minimise Risk

One of the most effective and easier methods of Toll Fraud prevention is to implement a strong voicemail password policy and users should always avoid passwords that contain the following:

  • Predictable patterns, like ascending or descending digits (1234)
  • The same digits (1111)
  • The same number as your extension (or your extension reversed)
  • Please avoid using default passwords or default access numbers
  • The above also applies to any group mail boxes you may have

Warning signs

There are a few warning signs that could indicate potential Toll Fraud;

  • International or premium rate calls that you don't recognize on your monthly invoice
  • An increase in calls after business hours
  • Phone lines in use for extended periods when no one else is on the phone (including remote users)
  • Complaints from incoming callers getting busy signals, or outside lines not being available when not all the available lines are in use

Learn To Spot Suspicious Incoming Call Patterns

In addition to fraudulently obtaining access to your Phone system, one of the fastest growing methods that fraudsters are using to obtain an outside line is by deceiving your employees or colleagues. They may enter your system through a local access number or your FREEPHONE service, if you have one, then ask to be passed back and forth, eventually obtaining an outside line.

We recommend that your switchboard operators report unusual incoming calling patterns, including the following:

  • Callers repeatedly asking for an invalid extension number
  • Excessive hang-ups
  • Excessive wrong numbers
  • Obscene calls
  • Callers asking employees what number or party they've reached
  • Dead air calls (incoming calls where the caller remains silent and waits for a hang-up)
  • Callers asking to be transferred to an outside number

Toll Fraud Monitoring - Policy & Terms and Conditions

Whilst we endeavour to limit the costs incurred by toll fraud where possible, hacking and fraud technology is constantly advancing; causing a continuing rise in telephony fraud.

Customers who have opted to use our Toll Fraud Monitoring service are covered for up to £5,000 of fraudulent calls relating to Toll Fraud (caused by the actions of fraudsters outside of the customer’s organisation).

It does not cover consequential losses or losses caused by the internal misuse or neglect of the customer’s telephone system, whether maintained by us or not.

In the event by where the monetary amount of fraudulent calls exceeds £5,000, we will not be held liable for any cost incurred as a direct or indirect result of fraudulent activity.

For those customers who have opted not to use our Toll Fraud Monitoring service, it is the exclusive responsibility of the customer to prevent the occurrence of fraud.  The Customer is responsible for payment of any charges incurred due to fraud (including Toll Fraud), this includes abuse, or misuse of the telephony services, whether known or unknown to the Customer.

If you're unsure call us... don't let an issue become a disaster!

You can download this document in PDF format here.

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