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michelleclive
michelleclive, Computer Support Specialist
Category: Microsoft
Satisfied Customers: 5640
Experience:  Indept expertise on MS Office package
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Jsut had a call from Microsoft?? Letting me know my computer

Customer Question

Jsut had a call from Microsoft?? Letting me know my computer is being hacked?? Tried to fix the problem for me by remote and then told me I had to pay £250 by money gram???
Submitted: 1 year ago.
Category: Microsoft
Expert:  michelleclive replied 1 year ago.

Hi my name is ***** ***** I will be the expert working with you today to help and resolve the problem you have posted.

Expert:  michelleclive replied 1 year ago.

Microsoft never calls any one you must have got pop calls or spammer calling to earn money from you with showing fake and scare your computer is hacked.

michelleclive and 2 other Microsoft Specialists are ready to help you
Customer: replied 1 year ago.
this is what I thought
Expert:  michelleclive replied 1 year ago.

No one from either Microsoft or from any reputable Microsoft partner will call you and tell you there are problems with your computer. They call you only if you have initiated a support incident and have requested or agreed to a call-back to resolve the issue.

"muchspygmy" wrote in message news:*** Email address is removed for privacy ***...

Hi, got a phone call from someone claiming to be from windows this morning, do windows phone you up about things, its never happened before from windows but a few months ago we almost got scammed by some people phoning up saying they were from our internet security but they weren't.

This content is from the Microsoft website.

Expert:  michelleclive replied 1 year ago.

I see you have requested an additional service for secure remote assistance. I have accepted your additional service offer and i will be assisting your with the remote assistance to solve the problem you have posted.

Customer: replied 1 year ago.
Expert:  michelleclive replied 1 year ago.

Click on the remote link and as it opens the page scroll down and click on the green button "I Agree" download and run Secure Remote Assistance
Allow it to install and let it be opened. I will be able to connect then.

Customer: replied 1 year ago.
I have no cursor on my screen
Expert:  michelleclive replied 1 year ago.

what do you have on the screen?

Customer: replied 1 year ago.
Start up box, asking for password
Expert:  michelleclive replied 1 year ago.

use the tab key hit it once the cursor will come back on the password ***** type in and enter in the windows desktop screen.

Customer: replied 1 year ago.
Ok. Just waiting for it to come back on
Customer: replied 1 year ago.
I have advanced options..do I click it
Expert:  michelleclive replied 1 year ago.

are you on the desktop screen?

Customer: replied 1 year ago.
No..blue screen with restart or advanced options
Customer: replied 1 year ago.
It's trying to automatically repair
Expert:  michelleclive replied 1 year ago.

Push and hold down the power button on the comuter for 30 secons and it will shut down the computer down wait for 3 mins and then power it back on

Customer: replied 1 year ago.
Ok, it's shut down now
Expert:  michelleclive replied 1 year ago.

okay.

Customer: replied 1 year ago.
Turned it back on now
Expert:  michelleclive replied 1 year ago.

yes please.

Customer: replied 1 year ago.
It has come up with the same window asking for a start password
Expert:  michelleclive replied 1 year ago.

its your windows login password ***** that.

Customer: replied 1 year ago.
It isn't accepting the passwords I normally use
Expert:  michelleclive replied 1 year ago.

check the keyboard for caps lock or any key which is stuck.

Customer: replied 1 year ago.
Ok
Customer: replied 1 year ago.
They are fine
Customer: replied 1 year ago.
I don't think i know my start up password??
Customer: replied 1 year ago.
The man from Microsoft has just phoned me again and told me my computer isn't going to work again??
Customer: replied 1 year ago.
R u still there??
Expert:  michelleclive replied 1 year ago.

yes i am there

Expert:  michelleclive replied 1 year ago.

what windows os you have on the computer windows 7, 8 or 10?

Customer: replied 1 year ago.
8
Expert:  michelleclive replied 1 year ago.

do you use microsoft id to login to windows?

Customer: replied 1 year ago.
No
Expert:  michelleclive replied 1 year ago.

Click on the link and follow the password ***** steps.

Customer: replied 1 year ago.
Ok I have reset it
Expert:  michelleclive replied 1 year ago.

now login and let me know once you are in.

Customer: replied 1 year ago.
It is the same as before
Customer: replied 1 year ago.
I have taken a photo of the screen
Expert:  michelleclive replied 1 year ago.

looks like the scammer has set a password ***** lock the computer. When was the computer working fine last time without a problem?

Customer: replied 1 year ago.
This morning when I first started it up ....about 8am
Expert:  michelleclive replied 1 year ago.

shut down the computer power it off wait for 2 mins power it back on and keep tapping the F8 key couple of time as soon as you power on, This has to be done very quickly because it only given you a change to activate it just 2 seconds when you power on the computer.

Expert:  michelleclive replied 1 year ago.

We need to get into the windows safe mode.

Expert:  michelleclive replied 1 year ago.

I can call you if you want do you have a landline phone?

Customer: replied 1 year ago.
Ok Ihave turned it off and I will wait 2 mins for it to come on and then tap the key quickly
Expert:  michelleclive replied 1 year ago.

yes the F8 key.

Customer: replied 1 year ago.
ok
Expert:  michelleclive replied 1 year ago.

Click on the advanced option and let me know what all option you have.

My internet is breaking up so please bear with me.

Customer: replied 1 year ago.
Did you get the photo of the screen?
Expert:  michelleclive replied 1 year ago.

yes i did can you press advanced button and post the next screen shot.

Customer: replied 1 year ago.
R u still online??
Expert:  michelleclive replied 1 year ago.

yes i am online and press advanced button and post the next screen shot.

Expert:  michelleclive replied 1 year ago.

waiting for you to reply.

Customer: replied 1 year ago.
I replied with a screen shot
Expert:  michelleclive replied 1 year ago.

now click on troubleshoot button and tell me what options you get.

Customer: replied 1 year ago.
I have spoken to my husband and I think we are just gong to put it back to factory setting
Expert:  michelleclive replied 1 year ago.

you will loose all the data in that case i am trying to keep the data safe and reset it.

Customer: replied 1 year ago.
It's ok we only use it for school work and browsing...but thank you for your help
Expert:  michelleclive replied 1 year ago.

so yo will be able to take care from here the reset part or you want me to give you steps.

Customer: replied 1 year ago.
I have started the resetting...just waiting for it to finish...probably take a while
Expert:  michelleclive replied 1 year ago.

ok