Someone is in my router. I am worried 😦

[Carrla]

Someone is in my router. I am 73 disabled and very frightened by this can anyone help?

[goslow]

You might have to provide a bit more information. What has led you to think this?

Have you, by any chance, happened to receive a phone call out of the blue from someone claiming to be Virgin Media who has told you that 'hackers have taken over your router' (or some similar-sounding story)?

If so, this is a standard narrative from a scammer's script.

[Sabrina_B]

Hi @Carrla 👋.

Thanks for reaching out to us. Apologies that you are frightened by being advised of this, could we ask for more clarity on this, was this by a phone call or an email of someone posing as Virgin or offering a service in exchange for money as they have lead you to believe this is the case, or did they ask you to download some software?

The more information that we have the better we can help you.

Sabrina

[Carrla]

Hi. Thank you for your reply. It all started before Christmas, I got a message on my laptop , when I switched on saying someone had tried to log in. From there there has been multiple happenings. 
firstly questions 12 questions on marketplace about an item I was selling. Stupid questions all from different fb people. Messages like is it still for sale don’t bother answering I don’t want it. All questions like that. 
then I got emails to buy my virus protection when it had not run out. 
Sky Q box keeps saying put card in. 
Sites asking me for OTP plus other things 

I am scared to mess about with the router in case we mess things up. We are both pensioners and not technically minded. 
I think I know who it is but can’t prove anything. 
thank you

[Roger_Gooner]

It could be a virus. If your laptop is Windows, ensure that you have the latest security updates and then run a Windows Defender scan.

1. Open Windows Security:

Click the Start button, type Windows Security, and then select the app.
2. Access Virus & threat protection:

In the Windows Security window, click on "Virus & threat protection."
3. Initiate a Quick Scan or Advanced Scan:

Quick Scan: Click on "Quick Scan" to quickly check for the most common threats. It typically scans essential files and areas.
Advanced Scan:
Click on "Scan options" to choose a more comprehensive scan:
Full Scan: Scans your entire system, including all files and drives. Takes the longest time.
Custom Scan: Scans specific files or folders you select. Ideal for targeted checks.
Microsoft Defender Offline Scan: Restarts your device and performs a deep scan before Windows fully loads. Effective against stubborn malware.

I recommend a Full Scan or Offline Scan.

[Carrla]

Thank you. I have not used the laptop since. I unplugged it. It’s seems all to happening in my phone and iPad. 

[Carrla]

If I can also add re the marketplace messages. I asked a few of them and they said they did nit message me. And the last message was from someone who joined fb a couple of days before and mimicked the identity of a person in name and detail, who had recently passed away. He deleted the message when I challenged him. 

[Matthew_ML]

Hey Carrla, thank you for reaching back out and I am sorry to hear this. 

Unless you have given them a link to access your laptop they cannot do anything, have you given them access at all?

[Carrla · Accepted solution]

No I have given no access to the router.
should I change the password in router?

[goslow]

Have you run the full virus scan on the laptop first of all as suggested by Roger_Gooner?