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Justin Johnson
Justin Johnson,
Category: Electronics
Satisfied Customers: 8839
Experience:  Training and Development at Scientifically Speaking
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I've got someone who says there from Microsoft accessing my

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Hey I've got someone who says there from Microsoft accessing my computer as I've been hacked asking for a 2.00 security and trying to get my online banking is this legit
JA: Just to clarify, what device or product are you trying to access?
Customer: There on my computer they called me saying there from Microsoft and my computer has been hacked so they took remote control but are saying they'll block my computer as its been used for illegal hacks if I don't pay but I don't feel comfortable logging in to online banking
JA: JustAnswer requires a modest payment. You'll see the amount on the next page. It's way less expensive and more convenient than any face-to-face visit.
Customer: There doing it over the phone And they have access to my computer right now how can I get them off without them locking me out
JA: When were you last able to use your phone?
Customer: I'm on my phone they called the home phone there on my laptop
JA: Have you tried a Factory Reset? This will erase the phone's contents, but the Smartphone Expert can walk you through restoring your photos, contacts and other data from a backup (if you have one).
Customer: There on my phone On my computer can I factory set my laptop and that take away the remote access and clean my laptop
JA: Anything else you want the Smartphone Expert to know before I connect you?
Customer: Plse connect me

Hi, I am Justin. Welcome to JustAnswer. I'm reviewing your question now and will post back with your reply momentarily.

Did you do anything with them on the phone to give them access to your computer?

Customer: replied 7 days ago.
now I'm locked out

Do you have Windows 10?

Customer: replied 7 days ago.
They changed my password

Do you have Windows 10?

Customer: replied 7 days ago.
I think I have windows 10
Customer: replied 7 days ago.
Hello

Here is the guide to factory reseting your computer: https://www.youtube.com/watch?v=Zonjyd2L_GQ

Customer: replied 7 days ago.
I cannot access my Computer I turn it on it come up with homescreen as password ***** in but they have the password ***** dont
Customer: replied 7 days ago.
They've locked me out should I take it to a shop and have it dismantled

Have you see the guide I sent?

Customer: replied 7 days ago.
The YouTube one

yes

Customer: replied 7 days ago.
Got it up

Ok

Customer: replied 7 days ago.
Will this prevent hackers from getting to my computer as I've wiped it with factory reset
Customer: replied 7 days ago.
It's currently resetting

Those hackers, yes, but you need not to let anyone convince you from a phone call in the future.

Customer: replied 7 days ago.
sorry I panicked

Its ok.

Customer: replied 7 days ago.
it will be safe to reuse could you recommend a defence programme to stop me being hacked
Customer: replied 7 days ago.
It's just come up saying the reset didn't work there was a problem

In this case your computer was fine. The issue was you allowed them direct access through you. You have to know they are not legit. There isn't anything that can stop you from doing something to your computer through their guidance.

Customer: replied 7 days ago.
The reset didn't work said there was a problem I'm going to try again
Customer: replied 7 days ago.
Could they stop a reset from there end
Customer: replied 7 days ago.
If I can't reset it should I take it too a store and have them decommission it

No they could not.

Customer: replied 7 days ago.
Okay I'm trying again it's at 17
Customer: replied 7 days ago.
Percent now

Good!

Customer: replied 7 days ago.
It keeps coming up saying there was a problem resetting your pc no changes were made is there anything else I can do

I would keep trying and see if it makes it further each time.

Customer: replied 7 days ago.
Other than take it to a shop and get them to wipe and destroy
Customer: replied 7 days ago.
Okay do you know why it would do that

It is hard to say

Customer: replied 7 days ago.
Thanks for your help by the way I appreciate it

You are very welcome!

Customer: replied 7 days ago.
If it keeps slowly making it further I should keep trying but what if it doesn't?

I would. It might make it all the way.

Customer: replied 7 days ago.
Should I see it go up to the full 100 per cent so far it gonrle to 17 then blacked out to the no change screen
Customer: replied 7 days ago.
Sorry gone to the 17

If it completes properly it should go the who way steadily.

Customer: replied 7 days ago.
Okay if it doesn't do so what would you recommend doing next

I would suggest taking it to a local repair shop for a wipe and reinstall.

Customer: replied 7 days ago.
It's got no further than 20 percent the last three tries

Ok

Customer: replied 7 days ago.
What now

The options are still the same. Keep trying to take it to a local shop.

Customer: replied 7 days ago.
Okay will a shop be able to wipe it and destroy it in the state its in currently?

Yes they should. They will have external drives they can use to wipe the computer.

Customer: replied 7 days ago.
Okay that will be a last resort if I can't complete the wipe anythi g else I can do?

There is not.

Customer: replied 7 days ago.
I have a thumb drive with back up software could that be off use?

Not unless it is a restore thumb drive.

Customer: replied 7 days ago.
I don't think it is okay to the shop then thanks very much for your help again I really appreciate it you were fantastic
Customer: replied 7 days ago.
They did say if my computer crashed it would restore software not sure that's the same thing

Then it is for after the computer is restored.

Customer: replied 7 days ago.
Okay just thought I'd double check thanks so much for your help

You are very welcome!

Customer: replied 7 days ago.
I'll let you go and I'll use this site again for any further issues thanks so much

You are very welcome!

Justin Johnson and other Electronics Specialists are ready to help you