A Scam That's Getting More Convincing
Fake tech support scams are one of the most common and costly scams affecting home users, particularly older or less technically confident people. They typically arrive as an unexpected phone call, or a pop-up on your screen while browsing, both claiming your computer has a serious problem that needs fixing right away. The goal is always the same — to panic you into giving remote access to your computer, handing over payment, or both.
These scams have become more sophisticated over time, often using official-sounding language, convincing fake logos, and caller ID that appears to show a legitimate number. Here's how to spot them, whichever form they take.
1. Remember Real Companies Don't Cold Call
Microsoft, Apple, BT, your broadband provider and antivirus companies do not phone customers out of the blue to tell them their computer has a virus or a problem. If you receive a call like this, it is a scam — regardless of how official the caller sounds, what company name they give, or what technical jargon they use.
2. Never Trust an Urgent Pop-Up Warning
A pop-up appearing while you browse, claiming your computer is infected and providing a phone number to call, is always fake — no matter how convincing the design, how official the logos look, or how alarming the sound it plays. Genuine antivirus software never asks you to call a phone number to resolve a detected threat.
If this happens, close the browser tab or window. If it won't close normally, restart your computer rather than calling any number shown.
3. Never Give Remote Access to an Unsolicited Caller
Never install remote access software or allow control of your computer to anyone who contacted you first, whether by phone, pop-up, email or text message. Legitimate remote support — including our own — only ever happens after you have contacted the company yourself, through a number or website you found independently.
4. Don't Trust Caller ID
Scammers can fake ("spoof") caller ID to display a legitimate-looking number, including ones that appear to belong to a real company — or even, in some cases, your own number. Seeing a familiar or official-looking number on your phone screen is not proof of who is actually calling.
5. Never Pay With Gift Cards or Bank Transfer for Tech Support
Legitimate tech support companies never ask for payment via gift cards, cryptocurrency, or an urgent same-day bank transfer. This unusual payment request is one of the clearest and most reliable signs of a scam — genuine businesses invoice normally and accept standard card payments.
6. Hang Up and Verify Independently
If you're ever unsure, hang up the phone or close the pop-up, and contact the company directly using a phone number or website address you find yourself — never one given to you by the caller or shown on the pop-up itself. A genuine company will never mind you verifying their identity this way.
Already Given a Scammer Access? Act Quickly
If you've already let someone remotely access your computer or given them payment details, don't panic, but do act quickly:
- Disconnect from the internet immediately — turn off Wi-Fi or unplug the ethernet cable
- Change passwords for important accounts (email, online banking) from a different, unaffected device
- If you gave payment or card details, contact your bank immediately
- Have your computer professionally checked for malware or remaining remote access tools
- Report the scam to Action Fraud at actionfraud.police.uk or 0300 123 2040
There's no shame in being caught out — these scams are specifically designed to create panic and urgency, and they catch people of all ages and technical backgrounds.
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Frequently Asked Questions
I already let a scammer access my computer — what should I do?
Disconnect your computer from the internet immediately by turning off Wi-Fi or unplugging the ethernet cable. Change the passwords for your important accounts (email, banking) from a different, unaffected device. If you gave them payment details, contact your bank immediately. Consider having your computer professionally checked for remaining malware or remote access tools.
Do Microsoft or Apple ever call customers about computer problems?
No. Microsoft, Apple and other major technology companies do not make unsolicited phone calls to warn about viruses or computer problems. Any call claiming to be from these companies about an unprompted issue is a scam.
Why does a pop-up say my computer has a virus with a phone number to call?
This is a common scam tactic called a "tech support scam" pop-up. It's designed to look alarming and official, but it isn't a real virus warning — it's an attempt to get you to call a fake support line where scammers will try to gain remote access to your computer or charge you for unnecessary services.
How do I report a tech support scam in the UK?
Report it to Action Fraud at actionfraud.police.uk or by calling 0300 123 2040. If you're an Age UK member or supporting an elderly relative, Age UK's scam awareness helpline can also provide support.