"Your computer has a virus" phone call? It's a scam. Hang up.

The phone rings. A polite voice says they're calling from Telstra, the NBN or Microsoft. They've detected a problem: your computer has a virus, or your internet is about to be cut off, or hackers are using your connection. They'd like to fix it right now, and all they need is for you to let them into your computer. It sounds helpful. It is a scam.

The numbers

Scamwatch warns that remote access scams are still going strong. Australians lost $69.9 million to them in 2025, according to the Targeting Scams Report. Anyone can be caught out, but the callers often target older people and anyone who isn't confident with computers, because a confident, technical-sounding stranger is hard to argue with.

How the call works

The details change, but the script is usually the same:

1. The cold call. Someone rings out of the blue, claiming to be from a company you've heard of. They often sound professional, and some have an Australian accent or a number that looks local.
2. The problem. Your computer has a virus, your internet connection has been hacked, your account has been compromised, or you're owed a refund.
3. The "fix". They ask you to open a website or install a program so they can see your screen and take control. That program is remote access software, and once it's running they can do almost anything you can.
4. The proof. They show you alarming-looking messages on your own screen. These are normal system logs that appear on every computer, and they mean nothing.
5. The payment. They charge you for a fake repair or security plan, or while they're in your computer they get to your banking and move money out of your accounts. Some ask you to log in to your bank "to process a refund" and then change the figures on screen to make it look like they overpaid you.

What to remember

• Real companies won't cold call you to fix your computer. Telstra, the NBN and Microsoft don't monitor your computer and phone you to say it has a virus. If they did genuinely need to contact you, they would not ask you to hand over control.
• Never let a caller access your computer or install anything. Not to "just have a look", not to "check it's safe", not even if they sound kind and patient.
• Don't trust caller ID. Scammers can make a call appear to come from a real number.
• You can hang up. You don't owe a stranger politeness, and you don't need a reason. Putting the phone down is the right answer every time.

If you're ever unsure whether a call was real, hang up, then call the company yourself using the number on your bill or their official website. Don't use a number the caller gave you, and don't press redial straight away.

If you've already let them in

Don't panic. Many people have been in the same position, and acting quickly makes a big difference. In this order:

1. Call your bank straight away, especially if you logged in to online banking, read out a code, or paid anything while the caller was connected. Ask them to secure your accounts and stop any pending payments.
2. Disconnect the computer from the internet. Turn off WiFi or unplug the cable. That cuts the scammer's access if their software is still installed.
3. Don't use that computer for banking or email until it's been checked. From a different, trusted device, change your passwords for email and banking.
4. Report it to Scamwatch at scamwatch.gov.au, and to IDCARE (idcare.org) if you're worried about your identity.
5. Get the computer checked. Which brings us to the last step.

Get your computer checked by a real technician

This is exactly what Scamwatch recommends: have a qualified, reputable technician look at the computer. Remote access software can stay installed after the call ends, and there may be other programs the scammer added, so it's not something to guess at.

Our local Brisbane techs can find what was installed, remove it, and make the computer safe again. If anything else needs attention, like passwords or accounts, we'll walk you through it. See our virus and malware removal service for how it works. There is a flat hourly rate, no call-out fee, and No Fix No Fee. Check the current rate on our pricing page.

Call 1800 851 816 or book a visit.

Tell someone you care about

The easiest way to stop a scam is for the person it's aimed at to have heard about it first. Share this with a parent, grandparent or neighbour, and print our one-page scam checklist to keep by the phone.

Related guides

• That "Microsoft" popup is lying to you — the on-screen version of the same scam.
• Your email has been hacked. Do these things in this order. — if the scammer got into your accounts.
• Free "PC cleaner" apps usually make slow computers worse — another "fix" that makes things worse.

Sources: Scamwatch, Remote access scams (scamwatch.gov.au/types-of-scams/remote-access-scams); Scamwatch, Targeting Scams Report (2025 data).