Tech Phone Support

Question

I need phone tech support to remove malware attack.

Jim Whitney

<moderator note: PII removed>

Answer 1

Microsoft does not remove malware from its customers' computers. I suggest you engage someone local to you.

Answer 2

Phone support cannot be provided directly here, but the malware attack can be addressed using the following steps and official Microsoft support options.

1. Do not call or answer any phone numbers shown in pop‑ups

• Real Microsoft error messages never include a phone number to call.
• Microsoft and other legitimate tech companies do not cold‑call to fix a computer.

2. Close the malicious page or pop‑up in Microsoft Edge

• Try closing the browser window normally.
• If it will not close, press ALT+F4 to close the browser.
• If that still fails, restart the computer.

3. Remove anything scammers asked to install

• If any remote‑access or “cleanup” tools were installed at the scammer’s request, uninstall them using the Windows app removal process described in Repair or remove programs in Windows.

4. If remote access was given, consider resetting the device

• If a scammer had remote control of the device, use Recovery options in Windows to reset the PC. This is more time‑consuming but is often the safest option if fake error messages keep appearing.

5. Scan for malware

• Run a full scan with Windows Security to remove any malware. See Stay protected with the Windows Security app for how to run an advanced scan.

6. Update Windows

• Install all available security updates via Start → Settings → Update & Security → Windows Update, as described in Update Windows.

7. Change passwords and protect accounts

• Change passwords for important accounts, including the Microsoft account, using the steps in Change your Microsoft account password.

8. Contact financial institutions if any payment was made

• If any payment or card details were given to a scammer, call the card provider to contest charges and request replacement cards.

9. Use official Microsoft support channels

• For additional help from a human agent, use the official Microsoft Support site or, for Outlook/Hotmail issues, sign in to Outlook.com, select Help → Help, then Still need help? → Chat with a support agent to reach live chat.

10. Report the scam

• Report the incident at https://microsoft.com/reportascam so it can be investigated.

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References:

• Protect yourself from tech support scams
• Protect yourself from online scams and attacks
• Who do I call for support? - Microsoft Q&A
• Need to speak to a agent I am getting pop up draft scam emails - Microsoft Q&A
• SPEAK TO LIVE AGENT - Microsoft Q&A