How to Spot Fake NBN Installation Fee and Equipment Payment SMS Messages Targeting Australian Home Offices

Summary

This guide helps you troubleshoot and resolve: How to Spot Fake NBN Installation Fee and Equipment Payment SMS Messages Targeting Australian Home Offices. Follow the steps below to fix the issue.

Common Causes

Scammers are targeting Australian home office users with SMS messages claiming that an NBN installation fee or equipment payment is required before service can be activated. These messages often impersonate NBN Co or internet service providers to create a sense of urgency and trick recipients into sending money or providing personal details. NBN Co is a wholesale provider and does not contact residential customers directly to request payment via SMS.

Quick Fix Steps

1. Do not click any links in the SMS message.
2. Do not reply to the sender or call any phone number provided in the message.
3. Delete the message from your device.
4. Block the sender's number using your phone's built-in blocking feature.
5. Verify your NBN order status directly with your internet service provider.

Detailed Instructions

Identifying a Fake NBN SMS

• The message demands an upfront payment for installation or equipment via a link.
• The sender uses generic greetings such as "Dear Customer" instead of your name.
• The message creates urgency, claiming your service will be cancelled if you do not pay immediately.
• The link directs to a website that is not an official NBN Co or internet service provider domain.
• The message contains spelling or grammatical errors.

Blocking the Sender on iPhone

1. Open the Messages app.
2. Tap the conversation containing the scam SMS.
3. Tap the sender's name or number at the top of the screen.
4. Tap info.
5. Tap Block this Caller, then confirm by tapping Block Contact.

Blocking the Sender on Android

1. Open the Messages app.
2. Long-press the conversation containing the scam SMS.
3. Tap Block or the block icon in the top toolbar.
4. Check Report spam if you wish to report the message to Google, then tap OK.

NBN Co will never send an unsolicited SMS asking for payment details or installation fees. All NBN orders and payments are managed through your chosen internet service provider.

Troubleshooting

If You Clicked a Suspicious Link

1. Close the browser immediately.
2. Do not enter any personal, financial, or NBN account details on the page.
3. If you entered details, contact your bank immediately to secure your accounts.
4. Run a security scan on your device using your installed antivirus software.
5. Change any passwords that may have been exposed.

If You Made a Payment

1. Contact your bank or financial provider immediately to report the transaction.
2. Request a cancellation or chargeback if the payment has not yet cleared.
3. Report the scam to Scamwatch at www.scamwatch.gov.au.
4. Report the incident to the Australian Cyber Security Centre via ReportCyber at www.cyber.gov.au.
5. Contact your internet service provider so they can secure your account if provider credentials were shared.

Never provide your MyGov, Medicare, or NBN account details in response to an SMS. Legitimate providers will not ask for full passwords or payment via text message.

If you are unsure whether an SMS about your NBN service is legitimate, contact your internet service provider directly using the contact details on your bill or official website, not the details in the message.

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