Let's hear it for BT!

Quartz · 16 Dec 2015 at 23:25

Favourite villain, right?

WRONG!

An elderly friend got tricked by the 'Microsoft Support' scam. After she spoke to the police I missed her call, so she contacted BT (her ISP) and the technician there went above and beyond and did a very good job indeed of cleaning her PC. Not quite perfect - I picked up one thing that had been missed - but well above and beyond the call of duty. I expected a busy day of rebuilding or malware removal or both, but almost all I had to do was sit there and watch the scans complete, talk about the non-technical aspects of what she should do, reassure her, and then walk her through changing passwords on her devices.

So, well done BT!

opethdisciple · 17 Dec 2015 at 10:18

Still to be safe I would be doing a full system wipe.

andshrew · 17 Dec 2015 at 10:22

Quartz said:
Not quite perfect - I picked up one thing that had been missed

I'm somewhat surprised they touched it at all for exactly this reason - obviously if it wasn't for your intervention they have essentially given the customer the all clear when actually that isn't the case.

As above, if someone/thing has had direct access to manipulate the PC I would suggest a clean install to be on the absolute safe side.

LizardKing · 17 Dec 2015 at 10:44

Has she subscibbed to there tech expert support? sounds like they were just doing there job if so

For a tenner a month its probably quite a good solution to the non techie savy users out there!

Quartz · 17 Dec 2015 at 11:34

andshrew said:
I'm somewhat surprised they touched it at all for exactly this reason - obviously if it wasn't for your intervention they have essentially given the customer the all clear when actually that isn't the case.

The technician recommended a closer, personal, inspection.

Orcvader · 17 Dec 2015 at 12:05

I didn't even know BT offered this kind of support. I'm surprised someone in BT's CS even knew what they were doing

.

BuToNz · 18 Dec 2015 at 14:09

All about the customer service guy you get and what mood he may be in at the time

yashiro · 18 Dec 2015 at 14:46

If a person is at the stage they can be scammed over the phone and let someone remote into their PC it's time to think about moving them onto a Chromebook and removing the PC's internet access.

KIA · 18 Dec 2015 at 17:45

yashiro said:
If a person is at the stage they can be scammed over the phone and let someone remote into their PC it's time to think about moving them onto a Chromebook and removing the PC's internet access.

This.

Columbo · 18 Dec 2015 at 20:45

yashiro said:
If a person is at the stage they can be scammed over the phone and let someone remote into their PC it's time to think about moving them onto a Chromebook and removing the PC's internet access.

As above, this.
Oh and that Windows installation....nuke from orbit, its the only way to be sure.