Nov 10, 2026
It started with what seemed like a routine customer service call. A man said he worked for a major telecom company, that it was improving service in the area and that he needed to get into the resident’s computer to check their internet speed.
By the time Toronto police arrived, the resident had already installed an app that let the stranger control their screen and was on a video call with him, logging into online banking. About $2.9 million was on the line. Officers stepped in before any money was transferred.
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Officers got there in time. The script behind the call is worth knowing, because each step sounds reasonable on its own. And posing as a familiar phone or internet provider is a tactic scammers keep coming back to.
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What happened in the Toronto fraud?
On Nov. 5, 2026, the Toronto Police Service (TPS) Financial Crimes Unit was alerted by the Edmonton Police Service (EPS) to a fraud underway involving about $2.9 million. Officers were sent to the victim’s home to intervene.
“The suspects disconnected the video call when officers attempted to speak with them,” police said in a press release.
Edmonton police recently described a different version of the same trick. Two days earlier, the EPS announced their investigation had helped disrupt an international fraud network linked to more than $20 million in losses for Edmontonians. That scheme worked differently. Callers posing as Rogers, Telus and Virgin Mobile offered free or heavily discounted phones, then collected and resold the devices victims ordered through their real providers. Police haven’t said whether the Toronto call is connected.
“This scam is highly convincing and designed to exploit people’s trust,” Const. Brian Mason of the EPS Virtual Investigations Section said of the Edmonton case.
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How the remote-access script works
Based on what Toronto police described, the con moved in five steps:
- A caller says he works for a major telecom company that’s improving service in your neighbourhood
- He says he needs to access your computer to check your internet speed
- He has you install UltraViewer, a legitimate app that lets someone else control a computer remotely
- Once connected, he claims your computer has numerous problems and viruses and offers to remove them
- He tells you to log into online banking, supposedly to confirm no money has been withdrawn without authorization
The last step is framed as protection, but it’s the one that puts your money at risk. The scammer already controls your computer. Once you log in, they can see your accounts and balances and, with control of your mouse and keyboard, try to move money.
Why do these scams fool careful Canadians?
The caller borrows a name you already trust: a brand you pay every month. And the problem he offers to fix, slow internet, is one almost everyone has dealt with.
“This scam is highly convincing and designed to exploit people’s trust,” said Const. Brian Mason of the EPS Virtual Investigations Section.
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Canadians reported about $351 million in fraud losses in the first six months of 2026, according to the Canadian Anti-Fraud Centre, which is jointly run by the Royal Canadian Mounted Police, the Ontario Provincial Police and the Competition Bureau. That follows roughly $704 million in reported losses in 2025. The CAFC estimates that only 5% to 10% of fraud is reported, so the real losses are likely much higher.
How can you tell if a ‘service’ call is fake?
“You do not need to be certain a call is fraudulent before ending it,” Toronto police said. Toronto police advise against installing remote-access software because an unexpected caller tells you to, and warn Canadians to never use online banking while someone you don’t trust has remote access to your device.
Keep an eye out for these red flags:
- An unexpected call about a problem you didn’t report
- Any request to download an app or to give someone access to your computer
- A push to open your bank, email or investment accounts during the call
- Pressure to act immediately
If you get a call like this, hang up and contact the company directly using its listed contact information, such as the number on your bill, before sharing anything. Never use a number the caller gives you.
Even if you’re sure you’d never fall for this scam, learn the script and share it with your family, particularly anyone with large savings or less comfort with technology.
Most people targeted by this script won’t have police tipped off mid-call. That’s why Toronto police keep their advice simple: “Pause and verify before giving anyone access to your computer or your money.”
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Leslie Kennedy served as an editor at Thomson Reuters and for Star Media Group, followed by a number of years as a writer and editor and content manager in marketing communications, before returning to her editorial roots. She is a graduate of Humber College’s post-graduate journalism program and has been a professional writer and editor ever since.
