NBN / telco disconnection scam
Robocalls saying your internet will be cut off in two hours.
How it works
A robocall claims to be NBN Co or Telstra: your line has been linked to illegal activity and will be cut off. To 'verify', you're transferred to a 'technician' who walks you into installing remote-access software or paying a 'reconnection fee'.
Common scenarios to watch for
This scam shows up in several different shapes. Recognise the pattern, not just one message.
Robocall disconnection threat
Press 1 to speak to a 'technician' who walks you into installing remote-access software.
"This is NBN. Your line will be disconnected in 2 hours for fraudulent use. Press 1 now."
Red flags to spot
- Did you receive an automated call threatening disconnection?
- Are you being asked to press a number to 'speak to a technician'?
- Is the caller creating extreme urgency (2 hours, today)?
- Does NBN Co actually make threatening calls about disconnection? (No.)
Fake fibre-upgrade fee
Caller claims your area is being upgraded to fibre and needs a one-off $199 connection fee.
"NBN upgrade — your address requires $199 connection fee, refundable on first bill. Card details please."
Red flags to spot
- Are you being asked to pay an upfront fee for an NBN upgrade?
- Is the caller claiming the fee is 'refundable' on your first bill?
- Can you verify any planned upgrades through nbnco.com.au?
- Are they asking for card details over the phone?
'Reconnection compensation'
After a real outage, scammers call offering compensation that requires bank login to deposit.
"NBN compensation for the recent outage — $80 credit, just verify your bank to deposit."
Red flags to spot
- Did someone call offering compensation for an outage you experienced?
- Are they asking for your bank login details to 'deposit' the credit?
- Can you verify any compensation through your ISP or nbnco.com.au directly?
- Is the offer only available if you act during this phone call?
Red flags
- 🚩Pre-recorded voice threatening disconnection
- 🚩Asked to press 1 to speak to a technician
- 🚩Asked to install AnyDesk / TeamViewer
- 🚩Pays via gift cards or crypto
What to do
- 1Hang up. NBN Co never calls residential customers.
- 2Call your retail provider using the number on your bill.
- 3Block the number and report to Scamwatch.
Who's targeted
- Seniors and households with landlines.
- Migrants unfamiliar with how NBN actually contacts customers.
Why it works
- Threat of disconnection in '2 hours' triggers panic action.
- Robocalls can run thousands of attempts an hour at near-zero cost.
Common variations
Different shapes of the same scam — recognise the pattern.
- 1'Press 1 for technician' robocall.
- 2Caller asking to install remote-access software.
- 3Door-to-door 'NBN upgrade' selling a contract switch.
If you've already been scammed
- 1Uninstall any remote-access apps and disconnect from the internet.
- 2Call your real retail provider using the number on your bill.
- 3Report to Scamwatch and your provider.
Frequently asked
Does NBN Co ever call me?▾
No — NBN Co only deals with retailers, not residential customers.
Can my internet really be cut off?▾
Not without weeks of notice via your retailer in writing.
What if I pressed 1?▾
Hang up if you can. If you installed anything, treat it as a takeover attempt.
Questions people ask about this scam
- How does the nbn / telco disconnection scam work?
- A robocall claims to be NBN Co or Telstra: your line has been linked to illegal activity and will be cut off. To 'verify', you're transferred to a 'technician' who walks you into installing remote-access software or paying a 'reconnection fee'.
- What are the warning signs of a nbn / telco disconnection scam?
- Watch for: Pre-recorded voice threatening disconnection; Asked to press 1 to speak to a technician; Asked to install AnyDesk / TeamViewer; Pays via gift cards or crypto.
- How can I tell if this is a scam?
- Stop and verify independently. Contact the organisation using details you look up yourself, never the ones in the message, and don't act on urgency. You can also paste the message into the ScamShield AI scam checker for a risk assessment — it gives guidance, not a guarantee.
- What should I do if I clicked the link or replied?
- Stop all contact, change the password on any account you logged into and turn on two-factor authentication, and watch your accounts for changes you didn't make. Hang up. NBN Co never calls residential customers. Call your retail provider using the number on your bill. Block the number and report to Scamwatch.
- What should I do if I already sent money?
- Contact your bank immediately and ask about stopping or recalling the payment, keep all evidence, then report the scam. Be wary of anyone who later offers to recover your money for a fee.
- Where should Australians report this scam?
- Report scams to Scamwatch (National Anti-Scam Centre), report cybercrime to ReportCyber, forward scam texts to 7726, and contact IDCARE if identity details were exposed. Contact your bank first if money is involved.
General scam awareness information. ScamShield AI cannot guarantee that every scam will be detected or that a message is legitimate.
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