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michelleclive
michelleclive, Computer Support Specialist
Category: Microsoft
Satisfied Customers: 5485
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: 10 months ago.
Category: Microsoft
Expert:  michelleclive replied 10 months 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 10 months 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 other Microsoft Specialists are ready to help you
Customer: replied 10 months ago.
this is what I thought
Expert:  michelleclive replied 10 months 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 10 months 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 10 months ago.
Expert:  michelleclive replied 10 months 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 10 months ago.
I have no cursor on my screen
Expert:  michelleclive replied 10 months ago.

what do you have on the screen?

Customer: replied 10 months ago.
Start up box, asking for password
Expert:  michelleclive replied 10 months 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 10 months ago.
Ok. Just waiting for it to come back on
Customer: replied 10 months ago.
I have advanced options..do I click it
Expert:  michelleclive replied 10 months ago.

are you on the desktop screen?

Customer: replied 10 months ago.
No..blue screen with restart or advanced options
Customer: replied 10 months ago.
It's trying to automatically repair
Expert:  michelleclive replied 10 months 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 10 months ago.
Ok, it's shut down now
Expert:  michelleclive replied 10 months ago.

okay.

Customer: replied 10 months ago.
Turned it back on now
Expert:  michelleclive replied 10 months ago.

yes please.

Customer: replied 10 months ago.
It has come up with the same window asking for a start password
Expert:  michelleclive replied 10 months ago.

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

Customer: replied 10 months ago.
It isn't accepting the passwords I normally use
Expert:  michelleclive replied 10 months ago.

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

Customer: replied 10 months ago.
Ok
Customer: replied 10 months ago.
They are fine
Customer: replied 10 months ago.
I don't think i know my start up password??
Customer: replied 10 months ago.
The man from Microsoft has just phoned me again and told me my computer isn't going to work again??
Customer: replied 10 months ago.
R u still there??
Expert:  michelleclive replied 10 months ago.

yes i am there

Expert:  michelleclive replied 10 months ago.

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

Customer: replied 10 months ago.
8
Expert:  michelleclive replied 10 months ago.

do you use microsoft id to login to windows?

Customer: replied 10 months ago.
No
Expert:  michelleclive replied 10 months ago.

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

Customer: replied 10 months ago.
Ok I have reset it
Expert:  michelleclive replied 10 months ago.

now login and let me know once you are in.

Customer: replied 10 months ago.
It is the same as before
Customer: replied 10 months ago.
I have taken a photo of the screen
Expert:  michelleclive replied 10 months 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 10 months ago.
This morning when I first started it up ....about 8am
Expert:  michelleclive replied 10 months 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 10 months ago.

We need to get into the windows safe mode.

Expert:  michelleclive replied 10 months ago.

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

Customer: replied 10 months 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 10 months ago.

yes the F8 key.

Customer: replied 10 months ago.
ok
Expert:  michelleclive replied 10 months 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 10 months ago.
Did you get the photo of the screen?
Expert:  michelleclive replied 10 months ago.

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

Customer: replied 10 months ago.
R u still online??
Expert:  michelleclive replied 10 months ago.

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

Expert:  michelleclive replied 10 months ago.

waiting for you to reply.

Customer: replied 10 months ago.
I replied with a screen shot
Expert:  michelleclive replied 10 months ago.

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

Customer: replied 10 months ago.
I have spoken to my husband and I think we are just gong to put it back to factory setting
Expert:  michelleclive replied 10 months ago.

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

Customer: replied 10 months ago.
It's ok we only use it for school work and browsing...but thank you for your help
Expert:  michelleclive replied 10 months ago.

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

Customer: replied 10 months ago.
I have started the resetting...just waiting for it to finish...probably take a while
Expert:  michelleclive replied 10 months ago.

ok

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