Immediate action

If you have provided financial details (bank account, credit card, or gift card) or personal information to a scammer claiming to work for nbn, you need to:

• Contact your bank or financial institution immediately.
• Report the matter to your local police. You could also report your issue to the Australian Cyber Security Centre (ACSC).
• If you have provided remote access to your computer or mobile device or given personal or financial information to a scammer, contact IDCARE on 1800 595 160. Try to record as much information as possible including phone numbers, names, or any remote access ID. Remote access companies such as TeamViewer also accept direct reports of scams via their website to investigate and block fraudulent accounts. 
• To protect others, report scams to the Australian Competition & Consumer Commission (ACCC) via Scamwatch. Scamwatch data is provided each month to nbn and is invaluable in helping our efforts to educate the community about scams. 

• nbn will not call you to advise that your nbn^® connection has been ‘hacked’ or has a security issue. 
• nbn will not call to offer unsolicited technical support, rectify or offer a “rebate” for slow internet speeds, or ask you to run a “speed test” through websites including but not limited to https://www.speedtest.net
• nbn will not call to ask for payment to secure a connection or service appointment, or ask you to pay the postage costs for new hardware. Where permitted we may sometimes call nbn customers to confirm an existing appointment (but will never seek payment for the appointment or ask to access your computer or devices over the phone.) 
• nbn will not call you to install a 5G connection, or change your technology type to FTTP (Fibre to the Premises)
• Never give an unsolicited caller remote access to your computer or mobile phone. Be aware that your devices can be accessed by people externally through the installation of Remote Desktop Access websites, programs or applications including but not limited to TeamViewer, AnyDesk, QuickSupport, Ultra Viewer, Splashtop Streamer, Chrome Remote Desktop, Microsoft Remote Desktop, Windows Quick Assist, Supremo, AnyConnect, or Anyplace control.
• nbn will not call you with automated assistance (‘Robocalls’) to advise that you will be disconnected. In this situation, we suggest you hang up the phone.
• nbn will not ask you to pay money by gift card (iTunes/Coles/Google)
• nbn will not verify your identity by asking you to take a ‘selfie’ holding your driver’s license, ask for your Medicare or passport details, or request answers to personal security questions (such as where you went to school and names of family members.) 
• nbn will not call to offer you the ability to stay connected during a power outage (blackout), or natural disaster for an extra fee.
• If someone claiming to work for nbn has contacted you trying to sell you an internet or phone service and you’re in doubt, ask for their details, hang up and call your phone and internet provider to check if they’re legitimate. Be aware that the person contacting you may offer a phone number for you ring to “validate” their call. Do not call this number as it is likely someone working in conjunction with the initial caller, pretending to work for nbn. Instead, call your existing provider using the details provided on your provider’s website, your modem, or pre-existing sign-up documentation.  
• Do not share your bank or personal details with an unsolicited caller or with people who door knock claiming to be from nbn trying to sell you an nbn service or seeking payment for related services.
• nbn approved technicians and workers carry enAble™ identification cards – always request to see this card before providing physical access to your address.
• nbn is a ‘wholesaler’, we do not sell phone or internet services directly to the public. An nbn powered plan must be purchased through a phone or internet provider. We only accept direct payment from the public in certain limited circumstances which have been instigated by you (e.g. an application by you to switch technologies at your premises).
• We recommend only purchasing nbn equipment directly via nbn, our associated delivery partners, or through a phone and internet provider. nbn does not sell or authorise the resale of any equipment via alternative means, including websites such as eBay, Gumtree or Facebook Marketplace. Any nbn equipment purchased online through these means may be faulty or fail to work when connected to the nbn network. There has been a global shortage of the core components for our nbn connection boxes that are used to connect premises to the nbn HFC network. We strongly recommend you do not purchase HFC equipment via third party (eBay, Gumtree or Facebook Marketplace) online marketplaces to connect to the nbn network, as we cannot guarantee the authenticity and reliability of the equipment.