CrowdSupport Wiki

Broadband & nbn™

Showing results for 
Search instead for 
Did you mean: 

Active Scams

At Telstra, we are aware of the many suspicious emails, phone calls and SMS messages that our customers may receive. Our Cyber Security department, in conjunction with colleagues throughout Telstra, closely monitors these scams and work hard to minimise their impact to our customers.


This page has been developed as a handy way to stay informed of some of the more recent scams we've been made aware of.


Do keep in mind, however, that cyber criminals are constantly making changes to their deceptions. So if you don't see something mentioned below, stay vigilant and refer to for more general information on scams, as well as information on how to report them to us.

To report a scam to Telstra, click here.


Find out what to do if you've been the victim of a cybercrime.

Recent Web/Internet Based Scams:

  • Fake "survey" or "prize" award

    When visiting certain websites, a pop-up may appear notifying you of a prize of a new mobile phone or tablet, asking only that you fill out a survey, or, pay a small amount for shipping. These are scams and not legitimate offers from Telstra. Note that this scam may also be delivered via email, or SMS. Telstra recommends using a reputable “ad blocker” for your web browser to minimise the impact of these scams.

 Recent Email Based Scams:

  • “You have a new voicemail!” email scam
    An email with a subject similar to “New voicemail received from” followed by what appears to be an Australian phone number. The email contains fake details about a voicemail message having been left (such as a duration, a fake phone number as the sender, date, time and so on). The email contains a malicious link as part of the “You have a new voicemail” button. The email may appear to be from a Bigpond email address (which is also fake).
  • “Important information regarding your services” scam
    Scam message which may begin with an alert such as “Action required!” and claim we were “unable to process your last payment of bill” [sic]. Email contains a link to a malicious website which attempts to obtain your username and password.
  • “Violation of the general terms and conditions” scam
    Email which threatens account restrictions due to sending “large volumes of spam”. It may set a 48 hour clock on a request to “verify” your account by visiting a malicious website. Whilst Telstra may contact you if we are aware of legitimate security concerns regarding your account, we would never threaten action based upon this sort of time-limit. We would also not ask you to “verify your account” by providing your account credentials.
  • “Encrypted message from Bigpond” scam
    An email which may be from an address such as “7335212461(at)” (actual address may vary) which may say “Due to the importance of this message, we are forced to encrypt this message for your security” - it will possibly contain a link to a Google Drive hosted malicious website, or, to another malicious location.
  • “Replacing broadband cables in your area” email scam
    Email scam which offers 12 months free streaming due to the replacement of “broadband cables” which could cause “fluctuations” in the area. Link to malicious website which asks for credit card is included.
  • “Keeping you indoor and safe” Pandemic email scam
    Email scam which offers 12 months free streaming to keep you “indoor and safe”. This is the same scam as the “broadband cables” scam, with only a few sentences changed for the COVID-19 pandemic context. Link to malicious website which asks for credit card is included.
  • Overdue payment or “IMPORTANT - YOUR ACCOUNT IS OVERDUE” email scam
    Email which claims that you may owe in excess of $740 with almost half of that being an overdue amount. The email contains a link to a malicious website. Some versions do not contain an amount, but still stress that your account is overdue. The email may appear to be from “hellos(@)” or “" or something similar. You can legitimately review your Telstra account via My Account or the My Telstra app at any time.
  • “You are eligible to receive a refund” scam
    An email which may begin “Hi Dear Customer” and claims that after a review that it was determined that your account is eligible for a refund of $255 (the amount varies). The email will likely contain a link to a malicious website.
  • Invoice “INT 1-[long number]” and “code 004” scam
    An email scam that claims a credit card payment was not successful. It may include a reference to “code 004” or a number like 1-22341284291 or 1-2234129558471 as an invoice reference number. A link to a malicious website is also included. Note that the “INT 1-“ number may change, but the message is still a scam.
  • Email extortion scam
    An email which appears to be “From” the same address that it is “To” and attempts to extort the reader into paying a ransom in Bitcoin to prevent the release of sensitive information. This is a scam and Telstra does not recommend paying the ransom. For Bigpond/Telstra accounts, you can always ensure you have a strong and unique password by managing it at
  • “Unsuccessful Direct Debit scam
    Phishing email claiming that a payment failure by a financial institution requires a new credit or debit card to be provided. Email contains link to malicious websites. May also ask you to “Update Your Payment Method”.
  • Fake “Overpayment” or “Refund Bill” notification
    Email claims that an overpayment of 393.23 * 2 (638.46) was made, and that the recipient of the email is due a refund. The amounts may vary, but will typically contain an amount and a multiplier (* 2). Email may be signed by a “Gerd Schenkel”. Contains a link to malicious website.
  • Business Email Compromise scams
    We have recently noticed a large increase in what’s referred to as a Business Email Compromise scam - also known as CEO Wire Fraud. These emails claim to be from senior people in a company and ask for money to be transferred urgently, or, to pay an urgent invoice. Telstra advises all customers to verify bank and payment information in invoices carefully and repeatedly, and to not accept requests for payment submitted via email without speaking to trusted individuals to confirm the request first.


Please note that we have removed some specific details related to these scams.


Recent Telephone Based Scams:


  • A phone call from a criminal pretending to be Telstra and asking for a SMS delivered PIN code in order to “upgrade” your Telstra service. Telstra should never contact you in this manner and ask for the One Time PIN. Never reveal one-time codes unless you initiated the call or transaction (such as with online banking). 

  • Automated call from “Nicole” from the “NBN” urging immediate action regarding NBN availability and Internet access.

  • A phone call which may come shortly after a suspicious email requesting a one-off NBN payment. The calling phone number may appear to be from 02 8203 0050 or 02 8005 8084, but other numbers (or no displayed number) may also be used.

  • A scam call whereby the caller claims that your Internet had been changed from “Private” to “Public” and that you were now insecure. Caller will typically want you to download remote control software so they can access your information and control your computer.

  • Scam call claiming to be the NBN security department and asking you to download a “NBN Rescue Link” - this is a remote access tool which can be used to compromise your computer and sensitive information.

  • A scam call where the caller claims to be from the NBN and threatening disconnection from the Internet within 24-48 hours. Sometimes this call may be automated and ask you to press 1 or 2 to talk to a representative. These calls and calls like them are fraudulent and you should immediately hang up.

  • Automated calls claiming to be from Telstra and threatening disconnection from the Internet due to suspicious activity seen on your line, or, hacking activity seen on your line. Sometimes the caller will try to enlist your support to “catch a hacker.” 

  • Automated calls threatening legal action, including arrest, if the call is not returned immediately. These calls are usually from a computerised voice, and they regularly leave voicemail with their threats.

  • Calls claiming to be from the ATO and threatening legal action and/or arrest if action is not taken immediately. As above, these threats are in a computerised voice, and they will leave messages on voicemail.

  • Scams which appear to come from phone numbers starting with “09” or “05” and make threats about Internet access.

  • Unexpected calls which appear to come from overseas locations such as Africa, Europe, or other foreign locations. The goal of these calls is to trick you into calling back an unfamiliar number. These calls may incur higher rate charges as a result. You should avoid returning calls, especially overseas calls, when the number is unknown to you.


Remember, no legitimate organisation in Australia will accept iTunes, Netflix, Steam, Google Play, or other gift cards as a way to pay for a bill - if a caller ever asks for you to obtain these to pay a debt, it’s definitely a scam!


Recent Mobile/SMS Based Scams:


  • An SMS that claims that your “Telstra ID” was locked for “security reasons” and in order to unlock it, you must visit a malicious website. This website name may appear similar to “telstra-verifys[.]com”. Several bogus phone numbers may appear to be the sender, many may start with “+61472880XXX”

  • Bitcoin extortion scam via SMS stating: "We know your secrets You have to pay $200 AUD else your family and police will be informed, if we havent received payment to our Bitcoin Wallet within 24 hours INLsN…”. This is a scam message from a forged or “spoofed” source. Do not reply to the message and do not pay the criminals.

  • SMS stating: “Thank you for being a Telstra customer for a long time. We must deliver your iPhone 11Pro, click here” followed by a link to a malicious website. This SMS may appear to be from “TELSTRA”. This is not a legitimate SMS from Telstra.

  • SMS claiming that “Jessica”, “Jassica”, or “Christina Morrow” “has shared an album with you” with a link to a malicious website (which may mention Facebook or Instagram in the URL). The website targets Android users and asks you to download and install a malicious APK (Android Package).

  • SMS from an unknown number making a claim such as “Call back right away, I need urgent help”

  • “Urgent” messages that claim to be from an Australian bank and ask you to click on a link that is not a legitimate Australian Bank web site. Many of these end with suspicious Internet domains such as .mobi

  • Facebook Messenger contacts that ask for an email address which can be used as “a recovery option.” The scammers may then ask for passwords or Apple ID information.


Website & General Internet Scams:


  • Be wary of websites which claim to offer Bigpond or Telstra support services but are not affiliated with Telstra. There are many such sites out there, such as bigpond[.]numberXXXXralia[.]com or bigpondemailXXXp[.]com, aus-emailsuXXXrt[.]com, and none of them are approved by Telstra. Using these services may cost you considerably and put your computers at risk.

  • Bogus job recruitment scams in which a job may be promised in exchange for personal details, identity documents, and so on. Many of the bogus recruiters may contact you via SMS, WhatsApp or through sites such as Telstra does not make use of these services for these purposes and any offer of employment made through them is not authentic.


Please note that we have removed some specific details related to these scams.

Important to note 

The scams listed on this page are not a complete list of all possible scams that are currently taking place. We will be regularly updating these lists as we become aware of new scams, new trends, and new things for you to be aware of to stay safe online.

Version history
Revision #:
89 of 89
Last update:
2 weeks ago
Updated by:

Was this helpful?

  • Yes it was, thank you
  • No, I still need help