Compromised VoIP Accounts
A VoIP service is compromised when a third party obtains your VoIP phone number and password. Compromised VoIP services are commonly used for phone fraud, where the VoIP service is used to make calls to expensive international destinations. The calls may be made using a machine to make as many calls as possible.
Select one of the links below to jump to a query:
- What happens if a VoIP service is compromised
- What to do if your VoIP service is compromised
- Tips for better account security
What happens if a VoIP service is compromised
- Your VoIP call history is monitored, but it can take up to 48 hours for call records to reach us.
- If we detect any suspicious call activity then your VoIP service will be suspended to stop the calls.
- An email and SMS about the suspension will be sent to the contact details listed on your account.
- We'll try to contact you within 48 hours to help secure your account again, or you can call us on 13 14 23.
What to do if your VoIP service is compromised
- Run an antivirus and anti-malware scan on your computer and remove any infections found.
If your computer is severely infected and you have trouble using it, you may need to hire a computer technician to help.
- Make sure any Remote Management/Remote Connect feature is turned off in your modem settings.
- Change your modem password and Wi-Fi password.
Check out TPG Modem Guides for guides on how to change the modem password or Wi-Fi password on your TPG modem. If you don't have a TPG modem, check the manufacturer's website for a guide.
- Change the password for your email address(es).
- Once you're done, you can call us on 13 14 23 to ask for your VoIP service to be unsuspended. Unsuspension may take up to 2 business days.
As always, you are accepting the risk that failure to keep your home network secure may lead to further exploitation of your services and you are liable for any charges resulting from a security breach outside of the TPG network.
Tips for better account security
- Regularly scan your computer for viruses and malware.
- Make sure your modem and Wi-Fi has a secure password, and don’t share the passwords with anyone you don’t want to have access to your network.
- Never share your passwords over email, instant messengers or social media. If you need to record any password, write it down on a piece of paper and keep it somewhere safe.
- Never enable remote management on your modem without setting it to a static IP address of a secure computer that is also owned by you. If you don’t set a static IP address for remote management, then any computer can access your modem remotely and potentially compromise your services.
- Make sure your modem is running the latest version of firmware.