How to protect yourself from nbn® scam calls
At Swoop, keeping our customers informed and safe is just as important as delivering fast, reliable internet.
Unfortunately, scams impersonating nbn suppliers continue to rise. We want to make sure you know what to look out for – and what to do if something doesn’t feel right.
Tip: If someone contacts you claiming to be from NBN Co and asks for personal information, remote access to your device, or payment in unusual ways, it is likely to be an nbn® scam call.
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Enter your addressWhat NBN Co will never do
Scammers often pretend to work for NBN Co or internet service providers to pressure people into handing over private information or allowing access to their devices. To help you spot suspicious activity, here’s a list of things NBN Co and Swoop will never do:
- Call and request remote access to your computer or phone.
- Claim your nbn® connection has been “hacked” or compromised.
- Offer technical support, rebates, or compensation for slow speeds out of the blue.
- Ask for payment to confirm or secure a technician appointment.
- Request payment via gift cards (such as iTunes, Coles, or Google Play).
- Ask for identity verification through a selfie, passport, licence, or Medicare details.
- Sell services that let you “stay connected” during power outages for an extra fee.
- Call using a pre-recorded message threatening to disconnect your service.
- Offer unsolicited upgrades like fibre to the premises (FTTP) or 5G installations.
If you get a call, text, or email with any of the above, it’s a big red flag.
What to do if you’re unsure
If someone contacts you claiming to be from NBN Co or Swoop, and you’re not sure if it’s legitimate, here’s what to do:
- Don’t share personal or payment details unless you’re absolutely certain who you’re speaking to.
- Don’t allow remote access to your computer or mobile device under any circumstances.
- Hang up the call and contact us at Swoop directly using the details on our website. If the caller, emailer or texter gives you a phone number, don’t use it.
If a visitor comes to your door claiming to be from NBN Co or an nbn® supplier, ask to see their enAble™ ID card. All NBN Co-approved technicians carry these for identification.
Tip: Scammers may provide a fake phone number and encourage you to call them back. Don’t do it. Always use the official contact details from Swoop or NBN Co’s website.
If you think you’ve been scammed
If you think you’ve had one of these nbn® scam calls, and you’ve already shared information or given someone access to your devices, act quickly:
- Contact your bank or financial institution right away if you’ve shared account, credit card, or gift card details.
- Report the incident to your local police, and also notify the Australian Cyber Security Centre (ACSC).
- If someone accessed your device or you shared personal info, you could contact IDCARE (Australia and New Zealand’s national identity and cyber support service).
- Make a report to Scamwatch, which helps track scam activity and contributes to ongoing efforts to keep Australians safe.
- If you used a program like TeamViewer, AnyDesk or Chrome Remote Desktop, notify the software provider – they may be able to shut down the scammer’s access.
Be careful where you buy equipment
We recommend only buying nbn®-compatible equipment through trusted suppliers like Swoop or legitimate telco companies.
There have been reports of counterfeit or non-functional equipment being sold on websites like eBay, Gumtree and Facebook Marketplace, especially devices for HFC connections. These can cause connection issues and may not work with the nbn® network at all.
A quick reminder
NBN Co is a wholesaler, which means they don’t sell internet or phone plans directly to the public – that’s where Swoop comes in. If someone claims to be selling you an nbn® service, always confirm it’s through a legitimate provider like us.
Check out our nbn® plans
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Mbps
Download
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per
month
Typical evening speed (7pm-11pm)
Mbps
Download
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per
month
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nbn scams – still have questions? Call us!
At Swoop, we’re committed to helping you stay connected and stay safe. If you ever receive a suspicious call or message, or you’re just not sure, give our team a call. We’re here to help.
