The NBN Tech Support Scam — What Happens When You Call Back

Fake NBN Co calls are among the most persistent scams in Australia, continuing year after year because they are extremely profitable. Unlike some scams that lose effectiveness once widely reported, NBN impersonation calls remain effective because they exploit a genuine anxiety — connection problems, speed issues, or service cancellation — that many Australians have experienced with their NBN service at some point.

What the Scammer Wants

The goal of every NBN scam call is one of three things: to get you to install remote access software such as AnyDesk, TeamViewer, or similar tools — giving the scammer full control of your computer, from which they can steal banking credentials, install malware, or conduct further fraud; to get your banking details directly under the guise of processing a refund for overpayment or service disruption; or to get you to purchase gift cards as payment for fake "security upgrades" or service fees. The last technique is common because gift card transactions are nearly impossible to reverse.

How the Call Typically Proceeds

The caller claims to be from "NBN Co" or sometimes your retail service provider. They say there is a serious problem with your connection — your modem is sending error signals, there has been a security breach on your line, your service is being disconnected due to unpaid fees, or you are owed a refund for disruption. They create urgency — "this will happen within the next 30 minutes" — and direct you to a website to download remote access software. Once installed, the caller "shows" you alarming-looking screens to justify further steps.

The Remote Access Scam — What Actually Happens

Once you install remote access software at a scammer's direction, they can see everything on your screen and control your mouse and keyboard. They typically navigate to your online banking themselves while you watch, then manipulate the display to show a fake "refund" being processed — while actually initiating a transfer out of your account. The "confirmation code" they ask you to read out is your bank's MFA code authorising their transfer.

How to Respond

Hang up immediately. NBN Co does not make unsolicited calls about connection issues — your contract is with your retail service provider, not NBN Co directly. No legitimate organisation will ask you to install remote access software during an unsolicited call. If you are genuinely concerned about your NBN service, hang up and call your retail service provider directly using the number on your bill. If you have already installed remote access software, disconnect from the internet immediately, uninstall the software, change all your passwords from a different device, and contact your bank.

The Gift Card Request — A Universal Scam Signal

One of the clearest signals that any phone call is a scam — whether claiming to be from the NBN, the ATO, Telstra, Microsoft, or any other organisation — is a request to purchase gift cards as payment. iTunes cards, Google Play cards, Steam cards, and similar gift cards are the payment method of choice for phone scammers because they are fast, anonymous, and completely irreversible. No government agency, no utility company, no technology company, and no legitimate business of any kind collects payment through retail gift cards. If any caller asks you to purchase gift cards and read the numbers over the phone, it is a scam. Hang up immediately.

Protecting Vulnerable Family Members

NBN impersonation calls disproportionately target older Australians and those with less familiarity with telecommunications systems. If you have elderly parents or family members who use the internet, have a direct conversation about this scam. Explain that NBN Co never calls about technical problems; that legitimate technical support is never needed in the form of gift card payments; and that if they receive such a call, they should simply hang up and call you. The simple knowledge that this scam exists is the most powerful protection. IntrusionX provides security awareness consultations for families and individuals — contact us for support.