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Robocall Scam about disconnection of your landline and internet service

The Telecommunications Industry Ombudsman receives many complaints each year from consumers who have been targeted by scammers. The scams reported to us constantly evolve and change. They vary in sophistication and how they target victims.

Robocalls saying your services will be disconnected due to the NBN

Recently, the Telecommunications Industry Ombudsman has seen a trend of consumers reporting that they received an automated “robocall” telling them their internet and landline services will be disconnected due to the National Broadband Network.

Here’s one example of the automated call:

“This is X from the national broadband network, we have been trying to get in touch with you. However we are going to disconnect your landline and internet connection within 24 hours as the NBN is now available within your locality. For uninterrupted services please press 1 to get your self connected to a technician.”

While most consumers told us they did not follow the prompt in the automated call, it is likely these calls result in consumers being asked for personal (including financial) details. Once a scammer obtains personal details, they can use this information to commit fraudulent activities.

What should you do if you receive this call?

If in doubt, hang up.

Nbn Co has said it does not make automated calls to advise of disconnections to a service. As Nbn Co does not sell phone or internet services directly to the public, your key point of contact for connecting to the NBN access network will always be your preferred phone and internet service provider.

It is important to verify who you are speaking to. Never share personal information or financial details if you are unsure of the identity of the person you are speaking with. End the conversation and contact your telephone service provider.

What can your telephone service provider do?

Where you receive repeated unwelcome calls from the same number, your telephone service provider may be able to help you. Report all unwelcome calls to your service provider noting the time, date, duration and content of the calls.


Here are some more general tips to help you protect you from scammers:

  • If you are unsure of when your home or business is NBN ready, you can check directly with Nbn co on its website.
  • If you are unsure of when your existing phone and internet services will be disconnected, contact your current provider or check if you have received a letter about disconnection from your current provider or from Nbn Co.
  • Don’t ever give out or confirm information about yourself unless you are satisfied the person you are speaking with is who they say they are.
  • If you are ever unsure about the identity of the person you are speaking with, end the call and contact the company they say they represent to confirm their identity.

For more tips about protecting yourself from scammers, Nbn Co has published tips for protecting yourself against scammers and scam advice.

Report any scams to your local police and Scamwatch.