Virgin Media Community

[katrix67]

Hello,

Im hoping someone can help me with this query.

I had a pop up alert claiming to be from Microsoft stating my computer had trojan virus. recorded Voice over American accent. Legitimate looking microsoft graphics and warnings flashing stating at risk from spy and malware. I contacted the number advised to call 0800 number spoke to an operator and he accessed my laptop remotely. He then said problem with Network being attacked and would need to pay £199.00 share bank card details etc. I said No and put phone down. So called operator called me back and was getting quite aeriated and pressing me to follow his request to pay money to get problem fixed. I said No again and put phone down. I have changed my password email address. I dont do online banking but I am now very insecure about this being a scam and how much info can be gained. Any support from anyone who has had similar happen?  

[goslow · Accepted solution]

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@katrix67 wrote:

Hello,

Im hoping someone can help me with this query.

I had a pop up alert claiming to be from Microsoft stating my computer had trojan virus. recorded Voice over American accent. Legitimate looking microsoft graphics and warnings flashing stating at risk from spy and malware. I contacted the number advised to call 0800 number spoke to an operator and he accessed my laptop remotely. He then said problem with Network being attacked and would need to pay £199.00 share bank card details etc. I said No and put phone down. So called operator called me back and was getting quite aeriated and pressing me to follow his request to pay money to get problem fixed. I said No again and put phone down. I have changed my password email address. I dont do online banking but I am now very insecure about this being a scam and how much info can be gained. Any support from anyone who has had similar happen?  

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Yes, this was a scammer.

If you have allowed the scammer remote access to your laptop you will need to take steps to ensure that no malware or remote access software has been left behind on the device. From a practical point of view, this probably means wiping down the device and reloading the operating system and programs to ensure no backdoor routes in have been left behind on the device. You should keep the laptop offline and out of use until you are sure it has been thoroughly checked out/tested. Alongside anything else, you will need to clear out the fake malware alert that took you to phone the scammers in the first place.

It would also be sensible to go through all of your online logins and services and change the passwords to unique/secure ones for each site/service as well as any additional security information for sites.

The amount of risk to you is probably in proportion to how long the scammer had remote access to your device for and what sort of sensitive info you have stored on the laptop.

You can also report the incident to Action Fraud, who should be able to provide you with further advice/info.

https://www.actionfraud.police.uk/

[katrix67]

Thank you fo ryour help and support I will try and work through to keep secure 

[Anankha]

As you allowed access to your pc you will need to remove/uninstall their software (usually TeamViewer) by using Revo Uninstaller free:
https://www.revouninstaller.com/products/revo-uninstaller-free/ run the program & double click on the program you wish to remove, allow the program to run the program’s Uninstaller then choose to scan for leftovers.

Try running these programs:
MBAM free: https://www.malwarebytes.com/mwb-download/ ensure scan for rootkits is enabled.
Eset online scanner: http://www.eset.com/us/online-scanner/
Adwcleaner: https://www.malwarebytes.com/adwcleaner/
Also check the router to see if there are any unknown connections:
https://www.f-secure.com/gb-en/home/free-tools/router-checker

If these find one or more infections but do not fully remove them it will be wise to register with a malware removal site to receive dedicated malware removal instructions, an expert will remain with you throughout the process until confirmation that your PC is 100% clean.
Malwarebytes virus/malware removal forum:
https://forums.malwarebytes.com/forum/7-windows-malware-removal-help-support/
Bleeping computer malware/virus removal forum:
https://www.bleepingcomputer.com/forums/forum22.html

You should also ensure your browser is clear of what caused the popup:

Backup your favourites then close Edge/browser, either by clicking on the X, by ctrl, alt del & then open task manager & find Edge/other browser entry & click on this & choose end task.
Then open Edge/other browser & it will offer to start afresh, you can then clean the browser’s cache, cookies & history.
If this isn’t enough you can reset Edge by Right-click on the Start button in the lower-left corner and select “Apps and Features “.
Scroll through the list until you find “Microsoft Edge”, click it, and then click on the “Advanced options” link.
Next, click on the “Reset” button.
For other browsers then they also may have a reset feature, if not then you can uninstall & reinstall the browser.