Virgin Media Community

[Meldrew]

Contacted by someone claiming to be from Virgin about intermittent broadband and security. Sounded quite genuine so followed instructions about setting up security on my computer and was told I'm being sent a new router, then started asking about bank account etc. so I put the phone down. Am I right in thinking that this is a scam.

[Graham_A]

Yes you are correct.  It was a scam.

[用心棒 · Accepted solution]

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@Meldrew wrote:

… so followed instructions about setting up security on my computer …

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If at anytime during this process you installed and/or granted remote access to your computer you should:

• not panic
• disconnect the computer from your network
• make a note of all the actions the miscreants asked you to perform on the computer
• use another device that you trust to re-secure any services that required authentication and were accessed from the computer during or since the call
• then when ready review the notes made earlier to see what, if any, remedial action is required to restore the computer's previous trusted state

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[Meldrew]

I did allow access to my computer ( can't believe I was so stupid) , I've run virus checks and changed log on password, contacted bank, changed log on details on ipad and mobile. Can't think of anything else to do.

[goslow]

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@Meldrew wrote:
I did allow access to my computer ( can't believe I was so stupid) , I've run virus checks and changed log on password, contacted bank, changed log on details on ipad and mobile. Can't think of anything else to do.

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Some past topics may help you with further advice, links and follow-up tasks

https://community.virginmedia.com/t5/Security-matters/Phishing-re-router/td-p/4714058

https://community.virginmedia.com/t5/Security-matters/Possible-scam/td-p/4726505

You should make sure that there is no obvious remote access software still installed on your computer (such as AnyDesk and Team Viewer amongst other names). Look down your list of programs for anything there which shouldn't be.

These are legitimate remote access programs so won't show up in a virus scan but may still leave a backdoor to your device.

The amount risk to you in the future will be in proportion to how long the scammers had access, what they had access to, what information you had stored on your device and so on.

[Travis_M]

Hi @Meldrew

Thanks for the post

Have you been able to try the above suggestions? Once you've done all of the above your account will be secure again, please do remain vigilant from now on and contact us if you receive any communications which seem fishy.

Regards