How not to get hooked by phishing scams

Over the years, there’s been a significant increase in the number of emails impersonating iiNet, which may contain fraudulent links or attachments. These types of scam emails usually attempt to steal your iiNet account information or credit card details, which is known as “phishing”.

Here’s some info to help you avoid being hooked by these phishing scams.

If you receive a suspicious email

  • Do not reply to the email.
  • Do not call any phone numbers in the email.
  • Do not click any links or open any attachments.
  • Just report, then delete.


Reporting scam emails


What to watch out for

While some scam emails look dodgy just at a glance, others can look incredibly similar to legitimate emails. Here’s some tips to help you spot a fake:

  • If an email asks for bank/credit card details, passwords or other personal information, be suspicious. iiNet will never ask for your personal information via email. If necessary, we may ask you to update your details in Toolbox, our secure online customer portal.
  • Always check the full email address of the sender to see if it’s legitimate. Here you can see a sender has named themselves “iiNet Support” but the email address isn’t “”.
  • By hovering your mouse over a link, you can see the full URL without having to click it. Here you can see that “Login To Your Account” doesn’t link to “” as you’d expect.
  • If you’d like to test your spotting skills, check out the Phishing Quiz from Jigsaw, a Google company that builds technology to tackle some of the toughest global security challenges facing the world today.


Concerned about your iiNet account?

Scam emails can be distressing as they often use fear tactics to make you panic so you don’t think before you act. Remember these two tips to make sure you’re getting information from the right sources.

  • You can check your account online by logging into Toolbox. The login button is also on every page of our website.
  • All of our official contact information is listed on the Contact page of our website.

For more information about scam emails including further examples of iiNet scam emails, please see our Scam emails and phishing article on iiHelp.


  1. Jane Vaughan says:

    I’ve been online with iinet since the very beginning, way back when…….
    I have to say that I have never had any issue that would give me cause to even think of making a change to a different provider.
    You guys are the best!

  2. Helen Nihil says:

    I’ve been with iinet since the beginning and never had a problem. I have outlook also now but still prefer to work with my iinet email.
    When everyone else complains about their pc’s going slow, I often tell them to change to iinet. Keep up the great work.

  3. Celia says:

    I HAVE BEEN SCAMMED ABOUT 6 TIMES about CANNOT GET YOUR DIRECT DEBIT PAYMENT. [PLEASE REFRESH YOUR DEBITING DETAILS. AND EACH TIME I HaVE FORWARDED TO ABUSE#IINET and I have not responded to request to verify my debiting bank details. iinet has never responded to my reports to you which has made me feel even more vulnerable. It has taken a long time for you to acknowledge this is going on. Left in the lurch really.

    • Leo Yarnold says:

      Hi Celia,

      Thanks for doing the right thing by forwarding the messages you’ve received to – whilst we don’t reply to these messages, they are gathered for our engineers to work on, with the offending addresses and sources blocked from our network as well as being sent to our vendors for them to blacklist.

      Celia, we do want to help with any concerns you may have. Please feel free to get in touch via and we’ll do whatever we can to set your mind at ease.

      – Leo

  4. Teresa says:

    Excellent. No bother ever, since I commenced with Michael Malone in the very early days when he was up the hills he gave me a head start. He gave me my first email address as it was double Dutch for me at that time to understand Internet. Never had a complaint. Keep up the good work

  5. John Douglas says:

    Good info guys. Like others I joined the internet with your predecessor Ozemail in 1995 and have been with you guys ever since.

    Never had any major issues or interrupted services and so far NBN is ok although its nothing special and another Labor Govt waste of $55 billion.

  6. Di Minge says:

    I’m with Jane and Helen. Been with you since the year dot abd no dramas at all to date. Keep up the good work .

  7. KERRY JACQUES says:

    yep i have the same comments , looked to change to TPG , their Senior Company , Ive been with Iinet for 9 yrs , excellent service , a lot of Patience needed to look after us Oldies , one reason i stayed , changed to NBN last week , no problem s

  8. Peter Willebrands says:

    I think you guys are great. I too have been with you since the ozemail days and still use this for my Outlook emails.

  9. Angela says:

    I have been with iiNet for years and I have had the odd problem. But the great thing is I can always talk to someone in support and everyone I have had has been great and fixed the problem. Especially the guys in South Africa have been so lovely and helpful. Keep up the good work

  10. Brian Luscombe says:

    Thanks Iinet, I have been with Iinet since the days of Upunaway, it is great to have this warning, Keepup the good work.

  11. Peter McCulloch says:

    having been with IInet since the old ozemail days, I can only endorse the other compliments/reviews. From prompt call-backs when needing support, to polite friendly helpful staff I have never been less than totally satisfied with iinet. Trust all this will remain despite new TPG ownership. Cheers

  12. Wendy Stafford says:

    Very satisfied with iinet support and protection, have come to my aid promptly and received great results.

  13. Shirley Whitehall says:

    I am very satisfied with iinet, I have been with you now for a number of years and have had nothing but excellent help when needed, in particular when I converted to the NBN when it arrived in our area a couple of years ago. Thank you.

  14. Anonymous says:

    I’ve been a very happy customer of iiNet for the last eight years. As one of your Oldies I have been so grateful for being rescued on anumbe of ovcasions And wouldn’t even contemplate going elsewhere. iiNet is simply the best!

  15. Brkan W says:

    I agree totally with Jane

  16. Linda says:

    I have been with iiNet for 16 years. I have been very happy with the service and have no reason to think about a change. Tech support is always excellent and polite and patient.

  17. Brian Wilder says:

    I agree entirely with Jane. iiNet is great

  18. Robert Senn says:

    I too have been with Iinet since the beginning and can say that the team working in Iinet provide the best service especially when me as a old retired male come up against problems the help Iinet team solve all my problems first time.
    Thank you Iinet

  19. Adam Wolski says:

    I’ve been with iiNet 10years and never had a problem. I often tell my friends got a problem switch to iiNet
    Keep up the good services.

  20. Enisa Hasic says:

    I have been with iiNet since you started in Australia. In the few times I had issues with my modem or internet you were always readily available and able to fix the issues via phone instructions. Your service is exemplary. So friendly. So knowledgeable. So efficient. Love that, won’t ever want to change companies.

  21. patrick escriva says:

    again t.k.u for the information been with you from day one would never change provider

  22. Ke Ju says:

    I’ve been with iinet almost 9 years…. no major problems and any time I did have to call in they actually did call back just as promised.

  23. thomas lund says:

    thank you for the information. I have been receiving a large number of unwanted emails lately. A real nuisance.

  24. Jennifer Coe says:

    An interesting and informative article just as I needed it. I too are a long term customer and the service you have given me has been truly phenomenal. Thank you.

  25. Anonymous says:

    I too think iiNet is the best
    Originally with AAPT the switch to iiNet was pain free. They have also fixed problems for other issues not necessarily their responsibility
    Sue M

  26. I have always found iiNet very helpful with any matters I had to deal with.

  27. Tony Land says:

    How do you get rid of unwanted web sites that won’t unsubscribe by using the normal un-subscribe button on their website????

  28. J. J. Harrison says:

    In all the years I have been with iinet they have been most helpful whenever I have needed help. I may have had to wait a couple of hours before I was contacted by a Customer Help Officer, but they have always solved my problem and got me back on deck . They are the best.

  29. Michele Davies says:

    I started with AAPT until iiNet bought them out. Every issue I have had has been dealt with brilliantly. A far as I am concerned “if it ain’t broke why fix it”.

  30. Robyn Walker says:

    I too have been with Iinet since forever and they have helped me through a multitude of issues . Always very pleasant and extremely patient ! Thank you iiNet some other companies could do with your customer service training.

  31. John Ayling says:

    The sole reason I keep choosing you guys is because of your great service. Staff are extremely helpful, callback and follow up, and dispute resolution I can’t fault. Keep up the excellent work.


  32. Betty says:

    You are the best, your operators do not get off the line until my problem is fixed ( am an old lady) they all speak clearly and listen to me until they sort me out.
    Thank you iinet.

  33. Rod Faulkner says:

    Having been with Iinet for an eternity (I started with Ozemail over 20+ years ago) they have always provided excellent support and advice, have always been attentive to my lack of IT knowledge and nothing has ever been insurmountable for them to rectify -good on you Iinet and a great big thank you from an old bloke!

  34. Graham Scott says:

    I am forever supportive of iinet. The staff are so helpful , friendly, and suffer old timers like me with a smile.
    Ni other company can compare. Good on ya mate.

  35. Jeff says:

    What wonderful comments for a business.
    Dare I say I have been with iiNet for a long time also.
    Are you sure you’re not deleting the dodgy comments
    Customer loyalty is worth its weight in gold.
    There appears to be a number of specific emails for certain subjects. Are these listed somewhere for easy reference and access?

    • Leo Yarnold says:

      Hi Jeff,

      Thanks for your feedback!

      We do moderate some posts, especially where they may be defamatory or abusive, or where an issue is already being dealt with.

      We do have several specific e-mail addresses that customers can use to contact certain departments, available here:

      – Leo

  36. Graeme says:

    Love iiNet service and reliability (though our FTTN let us down for awhile) but why is the cheapest unlimited data $10 more than the parent company’s rate?

    • Leo Yarnold says:

      Hi Graeme,

      Thanks for the kind words!

      There are many reasons for the difference in prices that you mentioned, including company structures, wholesale agreements and more.

      – Leo

  37. Gary Black says:

    I also use Mailwasher Pro and can “read” the emails at the server and delete those I do not want to download. This has saved me several times over the past four years from having emails download and then have to sort them out on the computer.

  38. Anonymous says:

    Glad to hear that IInet has helped you because I am very unhappy with their service Had to wait nearly 4 months to get my landline reconnected ashen changing to NBN They incorrectly put in the wrong number and I had no end of trouble sorting out this problem Finally had to get s new number thousand loosing the one I have hag for years
    Not impressed with this company at all as return calls take for every

    • Leo Yarnold says:

      We’re always able to help sort out any issues that you may have had and we’re keen to hear from you! Please don’t hesitate to get in touch via with your details and we can jump in to help.

      – Leo

  39. Mary says:

    Thank you for support & friendly guidance,great staff. Have suggested friends change to your service when they have had a problem.

  40. Di says:

    I too have been with you for about 10 years first aapt, then you changed to iinet, now tpg.

    Never had any issues that haven’t been resolved quickly. Hope the fantastic service will continue.

    Changed to NBN with you last week – can’t say I am as happy with the speed as I was with my superfast adsl. Hopefully it will improve to relieve my frustration!!!

    Thank you for this article, I don’t always notify you of scam emails, just block and delete them, but will now report them. Thank you

  41. Iris May Vanden Berg. says:

    I too have been with iiNet since 2004 and wouldn’t dream of changing over to another ISP. Your customer Service is second to none. Staff are friendly and efficient. My area is being connected to NBN this month and I am bundling my subscription and staying with iiNet. I have recommended you to many friends.

  42. Anonymous says:

    That Phishing Quiz was actually more difficult than I thought it would be. 5/8 aint so bad I guess.

  43. Alan Brown says:

    Seems I have been with iinet for 23yrs 4mths. The days when Mike Malone was working out of his parents garage (used a 386 computer if any can remember those). Never had a problem. NBN changeover was smooth and easy.

  44. Carla van Raay says:

    Trouble is, Leo, that when i tried to report a scam romance email, the email address wasn’t a valid one, so the complaint could not go through. I receive around 7 of those every day.

  45. Denis Ausling says:

    We were with an ISP in Canberra called Orac back in the late 1990s when it was taken over by iinet. We have been with iinet ever since, including during a number of interstate moves. We have never thought of changing to any other ISP as iinet has always provided us with a good and reliable service.

  46. Neil says:

    I have been with iinet for13 years or more and they are wonderful to deal with. Cannot do enough to fix any problem. Great staff all around the world on line 24 /7. Wouldn’t go with any other.

  47. Kaye says:

    How to spot a phishing email
    1. You receive an email “Congratulations your phone number is selected and yous has won $4,396,285.63 in the lucky winners lottery” – ask yourself 3 questions:

    1. What number?
    2. How do you win a lottery you never entered?
    3. When did my Number start entering lotteries?

    2. Look at the grammar of the letter, you would at least expect that an international company would hire people with a basic understanding of grammar.

    3. If there is a name for the lottery Google it e.g. the letter says “Congratulations your number is selected and yous has won $2,000,000 in the lucky winners lottery” Google lucky winners lottery.

    4. Look at the spelling very often there are several spelling errors in the email and not because of the difference between international and US English.

    5. You receive an email asking you to help the author of the letter move a very large sum of money out of a deceased persons estate. I have received emails stating an amount e.g. $20,000,000 (£20,000,000) I deposit the money into my bank account then forward the money to another bank account minus a 10% commission for me.

    a. Are you willing to Steal, because that’s what they are asking you to do?
    b. You could find yourself with a very nasty bill to repay the bank, let’s just say when you deposited the money into your account it was in USD and 1.000 AUD was worth 0.765 USD 3 Days later the Cheque dishonours and the money is reversed out of your account, problem is in those 3 days the Value of the USD has risen 1 cent so when you received the money into your account it was worth $15.300.000 USD 3 days later it is worth $15.500.000 which is what would be reversed out of your account, guess what you owe the bank $200,000, not bad given the USD only rose 1 cent

    c. If there amounts entered in 2 currencies e.g. GBP and AUD Check the exchange rate I.e. Google “convert UK Pounds to Australian Dollars”, when you get to the site enter the amount. In the amounts shown above one of the indicators that the whole email was bogus what the fact they quoted the same amount for both currencies.

    Rule 1 Do unto others as you would have them do unto you but do it first, if you are happy to have people stealing from you then go ahead and steal from a deceased estate.
    Rule 2. You can’t win a lottery you didn’t enter.
    Rule 3 If it seems too good to be true it probably is.

  48. Allan Gadsby says:

    I am a newby to iinet and am very pleased with the speed of my downloads and the reliability of my comms. I ditched telstra after very many years of slow and very unreliable ADSL2 service. However, I have been very disappointed at the response of iinet to my experience with long delays in receiving emails. I recently had a one time code take over an hour to arrive at my computer and I regularly have some emails arrive over an hour after they were sent. Despite repeated promises by several support staff to investigate my problem nothing happens and my case is closed. It is best if you do not make promises you have no intention of honouring them.

    • Leo Yarnold says:

      Hi Allan,

      Thanks for the feedback, we do appreciate it!

      It should be rare for e-mails to take a long time to reach you but this can happen if there is high load on the mail servers on our side, as well as where they are being originated from. How these e-mails are being routed is another cause, as well as them being scanned to see if they are spam or not.

      A Google search for “Why Does Some E-mail take So Long?” will give a variety of reasons that can also help.

      – Leo

  49. Kathleen Mitson says:

    Thank you iiNet for the sterling service that you give. I am extremely happy with you, and recommend you when any opportunity arises. Being an oldie, I rely very much on understanding and efficient service. I have probably been a pain to you sometimes considering how bewildering modern technology is to me, especially when trying to explain my problem! God bless you all.

  50. Warren says:

    I’ve been with iinet for 10 years had fantastic service and tech support. Always complete feedback it’s important for iinet to know so they can achieve greater results. I have had one issue concerning receipt of email when overseas since 2015 which still remains unresolved. I have discussed this issue repeatedly but no one has been able to fix it to date. If you have a tech guru at iinet who can fix it then I’ll be ecstatic! Leo see what you can do? Don’t get me wrong I love iinet you guys are great.

  51. Mike Sibley says:

    Can anyone beat my loyalty? I have been with iinet since 2003 in good old dial up days! The service has always been tops and have recommended iinet which has resulted in several friends sighing up.
    My only gripe is that I do not seem to get reassuring Aussie voices from Subiaco. My hearing is not good and I find some Indian accents and the like hard to comprehend. As an oldie I am not au fait with all new high tech stuff but I get by and will continue to use iinet.

  52. Tony Ho says:

    I am so impressed with iinet’s service and security for the past 14 years. Even now I have left the country, I am still using iinet’s mail box, in preference to Gmail, Yahoo or Hotmail.

  53. Sunny SenGupta says:

    Very informative article, but I expect most people by now would be familiar with their tricks! I often receive an email, purportedly from iiNet, telling me “we are having problems with your direct-debit account; could you please re-enter the details below”! It is so obviously a fraud that I do not even bother to read it full, but I’ve sent it to iiNet twice.

  54. I was nearly scammed by very convincing persons with Indian accents posing as NBN support,only two days after my connection had been completed. This led me to think that there is corruption somewhere between NBN/Westnet. Contractors in plain white vans come around, you don’t know who else they are working for.
    I smelled a rat, and stopped the scan they had talked me into before it was complete, and unplugged the internet cable. Then I reset my internet access password, and all others to banks etc.
    For once, the support in South Africa returned my call promptly.
    For once, the line did not drop off mid-conversation.
    For once, I could understand most, but not all of the heavily-accented English.
    We got there in the end, but a visit to my local IINET office (thank goodness for them – wonderful people that you can understand) was deemed prudent, and I double checked everything.

    • Leo Yarnold says:

      Hey Peter,

      Thanks for your thoughts!

      We’d like to categorically state that there is no connection between NBN and Westnet employees but you did the right thing by ending the call that scammers made to you.

      – Leo

  55. Robert Moore says:

    I have been with westnet for 16 months when NBN came to the suburbs.
    Any emails I go to right click then select properties at the bottom. If I done know the sender I delete.
    When I get a phone call from O/S I answer in Pigin English,PNG working has been good to get rid of these pests

  56. Chris Brennan says:

    I’ve been reporting this for MONTHS and finally you’ve done something…yay!

    Not ONE email or phone call from IINet or Westnet about my emails…ZERO communication from you guys.

    Award winning customer service MY FOOT!

    • Leo Yarnold says:

      Hi Chris,

      Thanks for your feedback!

      With the sheer amount of e-mail that currently exists, it would be virtually impossible for us to follow up on every instance reported via the mediums that we have. We’d love to do this but it would take resources away from other areas, so its better for us to act on the e-mails we receive and ensure that they’re passed to the right teams for them to action.

      Please know that reporting via is the best way to go; we’ll do our best to ensure that these are actioned as best possible.

      – Leo

  57. Doug M. says:

    Received an IINET email looked sus so phoned IINET and was told to just bin it ! Your staff need further updating (this was no more than a Month ago! )

  58. Barry Ash says:

    Have been with iiNet for over 20 years has always been great service and no problems. Would not change to another provider

  59. Michael Wood says:

    I had internet access with Ozemail before the WWW was available using Gophers to search content.
    I use a little Modem powered by a 9volt battery and the first picture I managed to download was of the World from Nasa and it came in very slowly line by line.

  60. Liz Tebb says:

    I have been with iiNet for a huge number of years!! I have appreciated the service and friendly support. I chose iiNet because it was a young company making its way.
    Best wishes Liz

  61. Mel says:

    This is my 13th year with iiNet(Westnet)

    I have never failed to receive quality support, no matter how trivial or complex the problem. My only issue, and I apologise to the people concerned, is that I have sometimes found the accent of the technician has made communication difficult, no doubt on both sides! This can be very distressing for those of advanced years whose hearing is not as acute as it used to be.

    I would not consider moving to another provider.

  62. Jean Baker says:

    I keep receiving phishing scams from places like Bunnings Myer Harvey norman etc.
    I have reported correctly to abuse .com address given to me by Iinet and still they are coming through .How long does it take to activate these reports to you?
    Thank you

    • Leo Yarnold says:

      Hi Jean,

      Engineers do endeavour to act on all reports in a timely manner and we have a very handy article on this:

      Its very important that two steps are followed:

      * The message being forwarded on to as an attachment (see the article above), and
      * That “Phishing Email” is in the Subject field.

      These two steps help greatly in identifying these complaints and allow for much speedier action.

      – Leo

  63. Peter Jansen says:

    I believe I have received a scam Email today. I have reported it to iiNet (Westnet).
    As a customer of over 12 years I have never had an issue with iiNet or Westnet, and find their customer service to be one of the best.

  64. Ezio says:

    Wow – Received my first Phishing Email today. I feel so honoured. Thanks IINET for this page to easily figure out the things to look for.

  65. John Kindred says:

    Hi Just had an offer of a Samsung S10+ for $1.00 because I’ve been an iinet customer for nearly 15 years. First time I nearly got sucked in, but remembered if it sounds too good to be true, it probably is. The long term customer bit was what nearly hooked me.
    Have always been absolutely happy with your service and have no reason to change providers.