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.

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What happens if a VoIP service is compromised

  • The call history of your VoIP service is monitored, but there can be up to a 48 hour delay between calls made and calls being recorded on our systems.
  • If our systems detect call activity that resembles a compromised account (e.g. multiple consecutive calls to a high risk international number) then your VoIP service will be suspended.
  • If this occurs, an email and SMS advising of the suspension will be sent to the contact details listed on your account.
  • A member of the iiNet Support Team will attempt to contact you within 48 hours to assist you in securing your account again, or you may call us on 13 22 58.


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 difficulty using it, you may need the assistance of a computer technician to get it working again.
  • Secure your modem settings:
    - Make sure any Remote Management/Remote Connect functions in your modem settings are disabled;
    - Change your modem settings login password;
    - Change your modem's WiFi password.

    Instructions on how to do this on iiNet modems can be found in the appendix of this guide. If you use a third-party modem, please visit the manufacturer's website for support information.
  • Change the password for your email address(es).
  • Once all of these security measures have been taken, you may request that your VoIP service be unsuspended (this may take up to 2 business days to process). 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 iiNet network.
  • Remember - the integrity of your network is your responsibility. iiNet cannot ensure that your network and the devices attached to it are secured - we may only be able to secure iiNet provided hardware. Only request that your VoIP service is unsuspended once you know that the problem has been detected and resolved.


Tips for better account security

  • Regularly scan your computer for viruses and malware.
  • Make sure your modem and WiFi has a secure password, and don’t share the passwords with anyone you don’t want to have access to your network.
    Check out iiNet Modem Resources for guides on how to change the modem password or WiFi password on your iiNet modem. If you don't have an iiNet modem, check the manufacturer's website for a guide.
  • 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 that your modem is running the latest version of its firmware.

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