Most people who bring me a computer after being "hacked" were not hacked in the film sense. Nobody cracked a firewall or defeated some dazzling security system. A stranger phoned, claimed to be from Microsoft, BT or another familiar company, and talked the owner into granting remote access.
The criminal did not break down the door. They persuaded someone to open it.
That distinction matters because antivirus software cannot protect you from a convincing caller who has been invited onto the computer. It also tells us how to stop the same thing happening again.
The usual script
The details change, but the call tends to follow a familiar pattern:
- The caller claims to be from Microsoft, BT, your bank or another organisation you recognise.
- They announce an urgent problem: your broadband has been compromised, your computer has viruses, or your account is about to be blocked.
- They ask you to install remote-access software or visit a website.
- Once connected, they show you ordinary Windows messages and describe them as proof of infection.
- They ask for money, card details, online banking access or more personal information.
The software itself may be a legitimate support tool. The fraud is in who is controlling it and why. Once connected, the caller may be able to view the screen, operate the mouse and keyboard, copy information or install other software.
Scammers often use Microsoft Quick Assist because it may already be available on the PC, avoiding the need to talk someone through installing third-party remote-access software.
Microsoft's own advice is unambiguous: Microsoft and other legitimate technology companies do not cold-call to say there is a problem with your device. Genuine Microsoft error messages do not include a telephone number for you to ring.
BT gives similar warning signs. Be suspicious when an unexpected caller becomes urgent or threatening, asks for remote access, or requests passwords, personal information or bank details.
"But they knew my name"
A caller knowing your name, address, broadband provider or part of an account number does not prove the call is genuine. Personal information can come from old data breaches, public records, social media, marketing lists or earlier scam attempts. Caller ID is not proof either; displayed numbers can be spoofed.
Do not verify a caller by using a number they give you. Hang up, find the organisation's official website yourself and use the published contact details. The National Cyber Security Centre advises breaking contact when something feels suspicious, then contacting the organisation directly.
If you have already let them in
Do not keep talking to the caller while you decide what to do.
- Disconnect the computer from the internet. Unplug its network cable or turn off Wi-Fi.
- If banking or card details may have been exposed, call your bank immediately using the number on your card or its official website. BT specifically advises doing this when a scammer has obtained bank details or remote access.
- From a different, trusted device, change passwords for important accounts, starting with email and banking. Do not reuse the old passwords.
- Tell the bank if you logged in, approved a payment or revealed a security code while the caller was connected.
- Report the incident to Report Fraud. In England, Wales and Northern Ireland, the NCSC also lists 0300 123 2040 for reports.
- Have the computer checked before using it for anything sensitive again.
Simply uninstalling the remote-access program is not a complete answer. The caller may have added another account, installed more software, copied saved passwords or changed security settings. A proper check should look for persistent remote access, unwanted programs, browser changes, new user accounts and signs that credentials need replacing.
You helped them in, but you are still the victim
These callers practise the script all day. They manufacture urgency, sound authoritative and keep people too busy following instructions to stop and think.
The useful lesson is simple: no unexpected caller gets control of your computer. If Microsoft, BT, your bank or anybody else claims there is an urgent technical problem, hang up and verify it independently. A genuine company will cope with that. A scammer will try very hard to stop you.
If someone has already accessed your PC, disconnect it and deal with the banking risk first. PC Repairs Barnstaple can then check the computer, remove unwanted access software and help make it safe to use again.