Scam awareness.

Scammers often pretend to be from internet providers, nbn, banks or the government. They may call, text or email, and they usually try to rush you. Here’s how to tell if it’s really us, and what to do if something doesn’t feel right.

What we will never do

• Ask for your My Account password, by phone, chat, email or text.
• Ask for your card or bank details by phone, email, text or chat. You only enter payment details yourself, online, when you sign up or in My Account.
• Ask you to pay with gift cards or cryptocurrency, or to transfer money to a personal bank account.

One-time codes

We check it’s really you every time you deal with us, not just for big changes. When you contact us, we send a one-time code to your mobile and may ask you to read it out. That’s expected, because you started the conversation.

Never give a code to someone who called, texted or emailed you out of the blue, even if they say they’re from Coast Broadband, nbn or your bank. A code you didn’t ask for is a warning sign that someone may be trying to get into your account.

How to spot a genuine message from us

• Our emails come from an address ending in @coastbroadband.com.au.
• Links in our messages go to coastbroadband.com.au. Look closely: scammers use addresses that are almost the same.
• Verification codes when you sign up are sent by text from Coast BB.
• We won’t threaten to disconnect you within minutes or demand payment on the spot.

Common scams to watch for

• “Your internet is about to be cut off.” A caller says there’s a problem with your connection or account and asks for payment or access to your computer. nbn doesn’t sell internet services to the public, so a caller saying they’re from nbn and asking for money is a scam.
• Remote access requests. Be wary of anyone who calls unexpectedly and asks you to install software or let them control your computer.
• Fake bills and payment links. An email or text that looks like a bill but links to a site that isn’t coastbroadband.com.au. Check your balance in My Account instead.
• Prize and refund offers. A message saying you’ve won something or are owed a refund, if you just confirm your details or pay a small fee first.

If you think you’ve been scammed

1. Stop all contact with the scammer. Don’t reply, call back or click any more links.
2. Call your bank straight away if you’ve shared card or bank details or sent money. Ask them to stop any transactions.
3. Contact us if it involves your Coast Broadband account. Change your password in My Account as soon as you can.
4. Report it to Scamwatch at scamwatch.gov.au. Your report helps warn others.
5. Report cybercrime to police through ReportCyber if someone has stolen your money or personal information.
6. Get help with identity theft from IDCARE on 1800 595 160 or at idcare.org.

If you or someone else is in immediate danger, call 000.

How to contact us

If you are deaf, hard of hearing, or have a speech or communication difficulty, contact us using the National Relay Service.

Our Customer Identity Authorisation & Reporting Fraud policy explains how we check it’s you.