Telco Scams

Telco scams borrow how real providers behave. Telstra says it often calls customers to review their accounts, tell them about new products, or let them know an account is overdue, so contact from a provider is not unusual in itself. The remote-access version starts with a fright: Telstra describes a caller convincing you that your IP address has switched from 'private' to 'public' and that you are at risk, a trick to get remote access to your computer and home network. Optus says these callers often phone claiming to be from a technology company, internet provider or government agency, and ask you to install software that gives them remote control of your device. The disconnection version adds a threat: Vodafone and TPG describe robocalls posing as NBN Co or an internet provider that threaten to disconnect your service unless you give personal information or pay. The bill version comes by text: ACMA says telco impersonation texts sometimes look like a fake bill or say you have a problem with your account, with a link to a site that asks for your login or financial details, while others dangle a bonus, reward points or another prize. The most damaging version targets your number: ACMA says a criminal with your personal information can steal it through a SIM swap or an unauthorised port, then receive SMS verification codes for your bank, email and social media. None of the surface details proves the sender, because ACMA says scammers can disguise their number and send texts that appear in the same thread as real ones, and names and account details leak in data breaches. Check in your provider's app, or call the number printed on a real bill.

These composed examples show how the scam typically reads, with the tells that give each one away. Compare them against anything you've received.

Anyone with a phone or internet account, which is nearly everyone, so a robocall or text sent at random still reaches real customers of the provider it names. NBN Co said in August 2024 that Australians aged 65 and over accounted for 86 per cent of losses due to nbn impersonation scams reported to the National Anti-Scam Centre through Scamwatch from January to July 2024.

These scams run all year but borrow real events. Aussie Broadband says one disconnection call is confusing because the nbn really is removing legacy copper connections. NBN Co said in August 2024 that scammers had started targeting areas where its technicians were working on fibre installations and upgrades.

• A call saying your internet has been hacked, your IP address is compromised or your service will be disconnected, often a robocall with a 'press 1' menu; Telstra, Vodafone and TPG describe these, and NBN Co says it won't call to say your connection has been hacked
• A request to install remote-access software or let someone connect to your computer; NBN Co lists AnyDesk, TeamViewer / QuickSupport and Windows Quick Assist among the tools scammers ask for
• An overdue-bill or 'account suspended' text with a pay-now link or callback number
• A bonus, reward points, refund or credit you must claim through a link or a call; Vodafone and TPG say they won't call and ask for your credit card details for refunds, reimbursements or compensation
• A caller or text asking for a one-time code or a SIM swap you didn't request; Vodafone and TPG say they won't contact you to request a SIM swap or ask you to provide a one-time code
• Your phone losing service, or showing 'SOS only', when it normally has reception; ACMA says that can mean someone has stolen your number
• Someone at the door or on the phone posing as an NBN technician and asking for a fee to fix or upgrade equipment or book an appointment; NBN Co said in 2024 that scammers had been reported doing this where its technicians were working

1. 1If you paid or shared card or bank details, call your bank immediately to block the card and dispute the payment
2. 2If you installed remote-access software or let someone connect, disconnect that device from the internet, uninstall the software, run a security scan and change your passwords (including bank and email) from a different device
3. 3If your phone loses service or shows 'SOS only', ask your telco straight away whether your number was ported or swapped; ACMA says to ask it to reverse a port, or deactivate the SIM and send you a new one
4. 4If you shared identity details such as your date of birth or licence, contact IDCARE (idcare.org) for free identity support
5. 5Report the scam to your provider, to Scamwatch (scamwatch.gov.au), and to ReportCyber (cyber.gov.au) if you lost money

Where to report it

• Scamwatch — Report the scam to the ACCC's national scam service.
• ReportCyber — Report cybercrime and financial loss to the police.
• ACMA — Complain about scam texts and spam SMS, email or calls.
• Forward to 7226 (SCAM) — Forward the scam SMS to short code 7226 so carriers can block the source.
• IDCARE — Free identity and cyber support if your details were taken.

• Check any bill or notice in your provider's app or online account before you pay or reply; Telstra calls its app the most secure way to get in touch, and Optus recommends its app as your trusted secure channel
• Don't use the number or link in a message; ACMA says to check by contacting the business using details you confirm yourself, such as an official website, a bill or a secure app
• If a call about your computer or internet asks for remote access, hang up, as ACMA and NBN Co advise, then contact your provider using details from its official website
• Treat a code like a password. ACMA says a telco can confirm a number port with a unique SMS code, which checks a request you made; Telstra advises not to reveal one-time codes unless you started the call or transaction
• Treat 'Unverified' at the top of a text as a reason to slow down, not a verdict; ACMA says it may be a scam or a real business that hasn't registered its sender ID, and texts from ordinary phone numbers aren't covered
• If someone turns up saying they're from nbn, NBN Co says to ask to see their digital ID card first; it's one check, so confirm with your own provider too
• Forward scam texts to 7226 (spells SCAM) then delete them, and turn on two-factor authentication for banking and email, as ACMA advises

ACMA said in November 2024 that it was seeing a rise in SMS telco impersonation scams, naming Optus, Vodafone and Telstra among the brands copied. Since 1 July 2026, ACMA's SMS Sender ID Register marks branded texts from unregistered senders as 'Unverified', which helps but settles nothing on its own. Vodafone and TPG also show a 'Suspected Scam' banner on some calls, and say it won't catch every scam call. Opening your provider's app, or calling the number on a real bill, still settles it.

Scammers often impersonate these names in telco scams. Here's how to tell a genuine message from a fake:

• Telstra
• Optus
• Vodafone
• TPG
• Aussie Broadband
• NBN Co

• Protect yourself from scams (NBN Co)
• Strengthening scam awareness during nbn upgrades (NBN Co)
• Active scams and scam alerts (Telstra)
• How do I protect myself against phone & SMS scams? (Telstra)
• Types of scams (Optus)
• What to do if you suspect a scam (Optus)
• Scams Awareness (Vodafone Australia)
• Scams Awareness (TPG)
• Scam Calls (Aussie Broadband)
• Watch out for scam texts pretending to be from your telco (Australian Communications and Media Authority (ACMA))
• What to do if your mobile number has been stolen (Australian Communications and Media Authority (ACMA))
• Keep or transfer your phone number (Australian Communications and Media Authority (ACMA))
• Phone and SMS scams (Australian Communications and Media Authority (ACMA))
• Getting text messages from businesses and organisations (Australian Communications and Media Authority (ACMA))
• Report a scam (Scamwatch (National Anti-Scam Centre))