Viruses, pop-ups and scam warnings

A full-screen warning with a phone number, a browser that opens pages on its own, files that will not open, or a caller from "Microsoft" who took control of your laptop. Here is what to do, in order.

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Do this first

Disconnect from the internet. Switch Wi-Fi off or unplug the network cable.
Do not ring any number shown on a warning. Microsoft, your bank and your broadband provider do not put phone numbers in pop-ups.
Do not pay. Not for a "licence", not for "support" and not a ransom.
If someone had remote access to the laptop, use a different device to change your email and banking passwords, and tell your bank.
Leave the laptop off until it has been checked.

Pop-up, virus or scam?

Fake warning pages

A web page made to look like a system alert. Alarming, but usually nothing has been installed. Closing the browser from Task Manager gets rid of it.

Adware and hijackers

Unwanted programs that change your browser and push adverts. They come bundled with free downloads.

Remote-access scams

A caller talks you into installing a remote-control tool. Treat the laptop, and any account you used on it, as compromised.

Ransomware

Files are encrypted and a payment demanded. Switch off at once to limit the damage.

How we fix it

We scan the drive from outside Windows, so the malware is not running while we look for it. Unwanted programs, browser hijackers and remote-access tools are removed, start-up entries checked, and Windows and the browser brought up to date.

Where a scammer has had control of the laptop, or ransomware has run, cleaning is not enough to trust the machine again. In those cases we back up your documents and photos, check them, install Windows fresh and put your files back. We will tell you which route your laptop needs and what it costs before starting.

Common questions

Can you recover files encrypted by ransomware?

It depends on the strain. Some have known decryption tools; many do not. We can tell you which you have. A backup from before the attack is the reliable way back.

I closed the pop-up and everything seems fine. Should I worry?

If you did not call the number, install anything or enter a password, probably not. Run a full scan with Windows Security to be sure.

Get a price from a technician

Tell us the make, the model and what has gone wrong. A technician replies with a price and the quickest way to get your laptop to us – normally the same working day.

020 7237 6805

Creative IT workshop
Unit 1, 80 Willow Walk, London SE1 5SY
Monday to Saturday, 9am–6pm