Remote Support Scams: Stop "Computer Problem" Calls
If someone contacts you unexpectedly about a "computer problem", do not install anything or grant remote access—hang up, verify independently, and report if you suspect a scam.
Remote support scams use cold calls, pop-ups or emails to pressure victims into installing remote access tools, enabling theft of money, passwords and personal data. This guide is for UK households and older or less technical users, with "what to say/do" scripts and a simple red-flag matrix. It also references UK reporting guidance and supports safer alternatives for getting legitimate tech help.
Safe response script
- Say: "No thanks, I'll contact the company directly."
- Hang up—do not stay on the line.
- Block the number.
- If you have concerns, seek advice from a trusted source using official contact details.
How the scam works
The typical flow is: contact (cold call, pop-up or email) → fear or false authority → request for remote access → payment or data theft. nidirect warns that scammers cold-call claiming to be from Microsoft, say there is a problem with your computer, and offer to fix it remotely. If you download remote access software, they gain full access to your computer and any information on it. In some cases they offer "compensation" for poor service—then claim the minimum transfer is thousands of pounds and ask you to wire most of it back. The transfer they show you is fake; victims lose real money.
Red flags
- Urgency or threats: "Act now or your computer will be locked," "Your bank account is at risk."
- Claims of refunds or credits: Offers to fix a problem and pay you, then requests to "send back" excess funds.
- Insistence on remote access: Anyone who demands you install software so they can "see your screen" or "fix it remotely" when they contacted you unsolicited is highly suspicious.
- Unexpected contact: Microsoft, your bank, HMRC and similar organisations do not cold-call about computer problems. The NCSC warns that scammers may ask for remote access and login details while impersonating trusted bodies.
Safe response script
If you receive an unexpected call about a computer problem:
- Say: "No thanks, I'll contact the company directly."
- Hang up immediately. Do not let them keep you on the line.
- Block the number if possible.
- If you want to verify, find the official contact details yourself (e.g. from the company's website or your paperwork)—do not use any number or link they gave you.
If you already gave access
- Disconnect: Turn off Wi‑Fi or unplug the ethernet cable. If the scammer is still connected, this limits further damage.
- Secure key accounts: From a different, trusted device, change passwords for email, banking and any critical accounts. Enable two-factor authentication where possible.
- Contact your bank: Tell them what happened. They may need to monitor or block accounts.
- Review accounts: Check for unauthorised transactions, new payees, or changed settings.
- Run security software: Update your device, run a full scan, and consider our malware recovery guide.
Reporting in the UK
Report the scam to Report Fraud (0300 123 2040) or use their online reporting tool. In Scotland, you can report to Police Scotland. Be wary of follow-up calls: scammers sometimes pose as "recovery" services or "refund" agents. GOV.UK advises verifying via official contact routes when in doubt about scam communications.
Frequently asked questions
- Will Microsoft or my provider call me about a virus?
- Unsolicited calls claiming this are a known scam pattern; verify using official contact details.
- What is remote access and why is it dangerous?
- Remote access lets someone control your device; if it's a scammer, they can steal information, change settings and take payments.
- What should I do after a remote access scam?
- Disconnect, secure key accounts from a trusted device, contact your bank, and report via official UK routes.