Tech Support Scams: Microsoft, Apple & NBN Impersonators
Remote access scams surged 52% in early 2024, with average losses of $17,943 per victim. Learn to identify fake tech support calls and protect your devices from scammers.
The crisis is accelerating:
Remote access scams jumped 52% in the first quarter of 2024, with average losses per victim climbing 57% to $17,943. That's not a typo. Nearly eighteen thousand dollars lost, on average, when scammers convince someone to grant them access to their computer. The math is brutal: more attacks, more sophisticated tactics, more money stolen.
NBN scams target elderly Australians:
NBN scams alone accounted for 863 reports and over $411,000 stolen between January and July 2024. Australians aged 65 and above bore 86% of those losses. In Western Australia, losses already exceeded $414,000, surpassing the entire previous year's total by mid-2024. These numbers represent real people, many of them elderly, who trusted someone claiming to be from a legitimate company.
How These Scams Actually Work
Scammers impersonate well-known tech companies through emails, pop-up messages, and phone calls. Microsoft , Apple, Telstra, and NBN Co are the most commonly faked identities. The claim is always the same: there's a problem with your computer, internet connection, or account that needs immediate fixing.
Once they gain your trust, they request remote access to your device, steal personal information, install malware, or demand payment for fake "repairs." The ACMA warns these operations are increasingly sophisticated and difficult to distinguish from legitimate support.
The Fake Pop-up Scam
You're browsing the internet when suddenly a pop-up appears. Your computer has been infected with viruses. Your Windows license has expired. Critical security threat detected. The message includes a phone number to call "Microsoft Support" or "Apple Security" immediately.
These pop-ups often freeze your screen or blast alarming sounds to create panic. That's deliberate. They want you scared and acting on impulse rather than thinking clearly. Here's what you need to remember: Microsoft and Apple will never display pop-up warnings with phone numbers to call. Not ever. If you see one, it's a scam.
The Cold Call Attack
Your phone rings. The caller claims to be from Microsoft, Telstra, NBN, or your internet provider. They've detected viruses, suspicious activity, or technical problems with your computer or internet connection. The situation is urgent and needs immediate attention.
The caller uses technical jargon to sound credible. They pressure you to grant remote access "before your computer crashes" or "before hackers steal your data." Sometimes they know details about you, information likely obtained from data breaches, which makes them seem legitimate. But legitimate companies never cold-call about computer problems. Never.
The NBN Upgrade Trick
With NBN's ongoing fiber upgrades across Australia, scammers target areas where technicians are actively working. They door-knock homes or make cold calls, falsely claiming to be from NBN. The story: your equipment needs fixing or upgrading, and there are fees to pay.
The timing is calculated. When real NBN work is happening in your neighborhood, a fake NBN call seems plausible. Elderly Australians are specifically targeted. They're home during the day, more likely to answer unknown calls, and often less familiar with how NBN actually operates. The result: 86% of NBN scam losses come from people aged 65 and above.
What Happens Once They're In
Once you grant remote access, scammers have full control:
Banking access: They can access your online banking and transfer money directly from your accounts.
Malware installation: They install malware, spyware, or ransomware that locks your files until you pay.
Information theft: They steal passwords, personal information, and financial details for future fraud.
Persistent backdoors: They change your computer settings to maintain ongoing access even after you think they've disconnected.
Fraudulent charges: They charge your credit card for fake "repairs" or "antivirus software" you don't need.
Privacy violation: They access documents, photos, and private files stored on your device. Often, you don't realise the full extent of the damage until weeks later when unauthorised transactions appear or your identity gets stolen.
The One Rule That Matters
Legitimate tech companies will never:
Microsoft, Apple, Telstra, NBN Co, and other legitimate tech companies will never cold-call you to say there's a problem with your device. They will never ask for remote access to your computer. They will never request payment over the phone for technical support. They will never display pop-up warnings with phone numbers to call. They will never send unsolicited emails about viruses or security issues. They will never threaten to disconnect your internet or shut down your computer.
If someone claims to be from these companies and contacts you unsolicited, it's a scam. Hang up immediately. Don't engage in conversation, don't try to verify their claims, just hang up. The moment you spend talking to them is time they're using to manipulate you.
Warning Signs to Watch For
Unsolicited contact: Phone calls, pop-ups, or emails about computer problems you didn't report are the first red flag.
No proof of identity: A caller claiming to be from Microsoft, Apple, NBN, or Telstra but providing no actual verification.
Remote access requests: Requests to download software like TeamViewer, AnyDesk, or LogMeIn should immediately raise suspicion.
Pressure tactics: Urgent demands to act immediately or threats that your computer or internet will stop working are manipulation tactics.
Suspicious payment methods: Requests for payment via gift cards, wire transfer, or cryptocurrency are guaranteed scams. Legitimate companies use proper billing systems.
Screen locking pop-ups: Pop-ups that won't close or make your screen appear "locked" are designed to panic you.
Personal details don't prove legitimacy: If a caller knows some of your personal details, that doesn't make them legitimate. Data breaches happen constantly, and scammers buy that information.
If You Get a Suspicious Call
Hang up immediately. Don't engage in conversation. Don't call back any numbers the caller provided.
If you're genuinely concerned there might be a problem, contact the company directly using official numbers from their website, not any numbers given to you by the caller.
Report the call to Scamwatch even if you didn't lose money. Every report helps authorities track these operations. Use SafeAus to verify suspicious phone numbers before answering calls from unknown numbers.
If You See a Pop-up Warning
Do not call any phone numbers displayed on the pop-up.
Close your browser completely. If it won't close normally, use Task Manager (Ctrl+Alt+Delete on Windows, Command+Option+Escape on Mac).
Clear your browser cache and cookies.
Run a legitimate antivirus scan with trusted software you already have installed.
Never download software recommended by a pop-up message. If you don't already have antivirus software installed, research and download it from the official company website, not from a pop-up recommendation.
If You've Already Given Remote Access
1. Disconnect from the internet immediately. Unplug your ethernet cable or turn off WiFi. This cuts the scammer's access to your device.
2. Contact your bank right away. Freeze accounts and monitor for unauthorised transactions. Time matters here. The faster you act, the better your chances of preventing or reversing fraudulent transfers.
3. Change all your passwords from a different, secure device. Your compromised computer can't be trusted for this.
4. Run a full antivirus and anti-malware scan. Consider getting professional IT help to ensure your device is completely clean, because scammers often leave backdoors for ongoing access.
Report to ReportCyber and contact IDCARE at 1800 595 160 for identity theft support. Learn more about complete recovery steps.
Protecting Your Elderly Family Members
This is a specific, urgent problem targeting seniors:
With 86% of NBN scam losses affecting Australians aged 65 and above, this isn't just a general warning. Older Australians are often more trusting of authority figures, less familiar with how technology companies actually operate, and home during the day when scammers make their calls.
Have explicit conversations with elderly family members about these scams. Don't just send them an article. Talk to them directly. Explain that Microsoft, Apple, and NBN will never cold-call. Consider setting up SafeAus's Family Protection features to help them verify suspicious calls and messages. Learn more in our guide to protecting elderly family members from scams.