Best answer by Baldrick
View originalnewbie questions
Userlevel 1
I had a really bad virus and malware attack last week. Webroot ran numerous scans, but I still could not access my hotmail account through my ie. Finally had to call Microsoft and pay $100 to have my laptop disinfected. Would there have been a better way? Microsoft found 1280 PUPs even after Webroot had pronounced my computer free of threats.
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Userlevel 1
Glad it was helpful to you!
Userlevel 7
+62
Kudos to that gailfitzpatrick, neither did I. Until you really open the program and check it out.
Userlevel 7
+56
Yes that is legit Microsoft Support link! And now that you know if you have any issues you can come here and save your money!@ wrote:
Try typing in support.microsoft.com - tell me what you think.
Daniel
Userlevel 7
Hi Gail
I can really sympathise with that view...but the main thing is that yo now know better, and should the nasties strike again then you now know where to come ASAP...HERE! :D
As S Sherjj, we live and learn (hopefully every day).
Regards
Baldrick
I can really sympathise with that view...but the main thing is that yo now know better, and should the nasties strike again then you now know where to come ASAP...HERE! :D
As S Sherjj, we live and learn (hopefully every day).
Regards
Baldrick
Userlevel 1
I do know where you are coming from, but at the time I had the problem, I did not even know you were here. Webroot was just an icon on my desktop. I had never had a problem with viruses or malware so I was unaware of this whole world of webroot discussion groups!
Userlevel 7
Hi Gail
Indeed but that is hardly support...did you notice the following at the very foot off that page; under Technical Assistance...where it says:
"Contact your antivirus vendor for assistance with identifying or removing virus or worm infections. If you need more help with virus-related issues, contact Microsoft Support."
So what MS are effectively saying is that your first port of call should be your security app vendor, etc.
Regards
Baldrick
Indeed but that is hardly support...did you notice the following at the very foot off that page; under Technical Assistance...where it says:
"Contact your antivirus vendor for assistance with identifying or removing virus or worm infections. If you need more help with virus-related issues, contact Microsoft Support."
So what MS are effectively saying is that your first port of call should be your security app vendor, etc.
Regards
Baldrick
Userlevel 7
+62
Hi Gailfitz...My opinion is most users do not realize the extent of WebrootSecureAnywheres support. For new users who just want protection right away and so to to speak go into panic mode searching for help. So we've all been there in a spot where we've made a mis judgement per say. The one reason I went to the community and joined was because of WebrootSecureAnywhere emails explaining the Community and that I had a 3 month anniversary with Webroot. Live and learn and we all know we have paid a lot of money for Security Support. At least we know here that Webroot is our last stop for securing our Computers, at least that's what I think....
Userlevel 1
Try typing in support.microsoft.com - tell me what you think.
Userlevel 7
+56
Yes they do but they world charge more than $100 dollars http://support.microsoft.com/kb/2671662 also see here: https://consumersecuritysupport.microsoft.com/default.aspx and here: https://consumersecuritysupport.microsoft.com/default.aspx?productkey=pcsafetymalware&faq=1&mytask=diagnostics but in this case you already have Webroot SecureAnywhere and they would of helped you free of charge with an active subscription to WSA. I just hate to see people spend there money to a scammer or even a computer shop as Webroot would do it for free.
So I hope you see where I'm coming from and understand?
Daniel 😉
So I hope you see where I'm coming from and understand?
Daniel 😉
Userlevel 7
Hi Gail
Yes, of that there is no doubt...in terms of scams it is the unsolicited first contacts, i.e., the scammer calls the target, that are without doubt the ones to avoid like the plague...especially if you ask yourself the following question "How in the hell do they know that my system is compromised?"...that should say it all.
But, yes, Microsoft do provide technical support...but not re. malware removal, at least not yet as far as I know or can see from their UK Technical Support website.
Regards
Baldrick
Yes, of that there is no doubt...in terms of scams it is the unsolicited first contacts, i.e., the scammer calls the target, that are without doubt the ones to avoid like the plague...especially if you ask yourself the following question "How in the hell do they know that my system is compromised?"...that should say it all.
But, yes, Microsoft do provide technical support...but not re. malware removal, at least not yet as far as I know or can see from their UK Technical Support website.
Regards
Baldrick
Userlevel 1
Thanks. I understand that now. I did not know about it at the time of the attack.
Userlevel 1
Yes, Daniel, I think definitely a scam. I do think, however, you can go into the Microsoft website and get assistance.
Userlevel 7
+56
Gail please read this then tell me what you think if your right or I'm right it's a scam: https://community.webroot.com/t5/Tips-and-Tricks/Avoid-tech-support-phone-scams-claimed-to-be-from-Microsoft/m-p/1430#M33
Daniel
Daniel
Userlevel 1
The AV software Microsoft is running is called Megabytes.
Userlevel 7
+56
Hi Gail,
We just ask that if your have any issues with your Webroot Product or Infections it's best to contact the Support Inbox as they would do it for you free of charge.
Thanks,
Daniel 😉
We just ask that if your have any issues with your Webroot Product or Infections it's best to contact the Support Inbox as they would do it for you free of charge.
Thanks,
Daniel 😉
Userlevel 1
There is a large piece on the Microsoft website regarding these calls. A friend of mine received such a call last week saying they were from Microsoft and had evidence her computer was being hacked. They left a phone number for her to call back. I suggested she contact Microsoft online or by phone and confirm this was actually a person from Microsoft. It was a scam. While I was having my computer fixed, the guy from Microsoft said the company would never contact someone by phone unless that person had requested a call.
Userlevel 1
Actually, I went into a page called Microsoft support. If you click on Windows, one of the options they offer is technical support. You can do it by phone (I don't remember the number) or webchat. I have done it both ways.
Userlevel 7
Thanks, Daniel...very useful, and perhaps worthy of a KB Article to show examples of what not to believe and to re-iterate the Official sites you have mentioned? Then users can search & find guidance on this if they are looking for it.
Regards
Baldrick
Regards
Baldrick
Userlevel 7
+62
😉 Thank You TH!
Userlevel 7
+56
These are not Official Webroot Support sites so do not contact them!
https://techvantedge.com/webroot-support.html
http://www.labtechsoftware.com/webroot.php
http://www.rescuecom.com/virus-removal/software-maker/webroot-support.aspx
http://www.vnsupport.net/support-for-webroot-antivirus.html
I can find many more but do not contact them!
These are the only Official!
https://www.webrootanywhere.com/servicewelcome.asp
http://www.webroot.com/us/en/company/contact-us
And Best Buy Subscription Service via Geek Squad: http://www.webroot.com/us/en/home/products/geeksquad-dl
Daniel
https://techvantedge.com/webroot-support.html
http://www.labtechsoftware.com/webroot.php
http://www.rescuecom.com/virus-removal/software-maker/webroot-support.aspx
http://www.vnsupport.net/support-for-webroot-antivirus.html
I can find many more but do not contact them!
These are the only Official!
https://www.webrootanywhere.com/servicewelcome.asp
http://www.webroot.com/us/en/company/contact-us
And Best Buy Subscription Service via Geek Squad: http://www.webroot.com/us/en/home/products/geeksquad-dl
Daniel
Userlevel 7
+56
That's why I asked her for more info and Microsoft would not do anything for $100 it sounds like one of the online scams and it's not the first time we here this on here.
https://community.webroot.com/t5/Introduce-yourself-to-the/I-think-I-have-been-the-victim-of-a-webroot-scam/m-p/78831#M2033
https://community.webroot.com/t5/Tips-and-Tricks/Avoid-tech-support-phone-scams-claimed-to-be-from-Microsoft/m-p/1430#M33
Daniel :(
https://community.webroot.com/t5/Introduce-yourself-to-the/I-think-I-have-been-the-victim-of-a-webroot-scam/m-p/78831#M2033
https://community.webroot.com/t5/Tips-and-Tricks/Avoid-tech-support-phone-scams-claimed-to-be-from-Microsoft/m-p/1430#M33
Daniel :(
Userlevel 7
+62
:DCan I post a problem resolved yet. HEEHEE
Userlevel 7
Hi SSherjj
Well, it would be interesting to know what AV/IS software the person concerned is running for a start. Of course, if WSA then I would say there is nothing more to do other than (i) enable maximum heuristics for a while (ii) watch for suspicious and/or strange behaviour, & (iii) if they spot any or have suspicions of anything untowards...then Open a Support Ticket ASAP.
Now, if with another vendor, then the same (if the AV/IS they are using provides that facility) and in the case of (iii) call the vendors Support Team...not Webroot's...;)
Hopefully the others on tonight will have wiser words to pass on?
Regards
Baldrick
Well, it would be interesting to know what AV/IS software the person concerned is running for a start. Of course, if WSA then I would say there is nothing more to do other than (i) enable maximum heuristics for a while (ii) watch for suspicious and/or strange behaviour, & (iii) if they spot any or have suspicions of anything untowards...then Open a Support Ticket ASAP.
Now, if with another vendor, then the same (if the AV/IS they are using provides that facility) and in the case of (iii) call the vendors Support Team...not Webroot's...;)
Hopefully the others on tonight will have wiser words to pass on?
Regards
Baldrick
Userlevel 7
+62
From the Microsoft Community Post: writes here. (Hi, I have just become a victim of a scam. A company (indian person) posing as certified microsoft support saying that they had reports that my pc was running slow and that they could make it run faster. I gave them access to my computer (I know, what a wally) via logmein code 320307. Last night I deleted all IE files and cookies etc., ran a scan. I am woorried about 'keylogger' software trying to capture my banking details. Is there anything else I should do?).
Now back to my dumbness,SSHERJJ, I actually said I can't afford to be helped now. Next week would be better financially and Ill think about it so I gave my phone number ONLINE. And they actually called me. Well I wiped out the HDD and Im fresh with WSC.
Now back to my dumbness,SSHERJJ, I actually said I can't afford to be helped now. Next week would be better financially and Ill think about it so I gave my phone number ONLINE. And they actually called me. Well I wiped out the HDD and Im fresh with WSC.
Userlevel 7
Hi SSherjj
It does happen...I have done it many times myself...:$ But the important thing is to live & learn.
But you are quite right when you say there are a lot of imposters out there whch is why I say that the simple rule is if they call or mail you then be on your gaurd...and that goes for callers & mailers purporting to be from just about anything, including insurance companies, banks, etc. Anything that is unsolicited needs to be treated with care...or am I just being paranoid?
Regards
Baldrick
It does happen...I have done it many times myself...:$ But the important thing is to live & learn.
But you are quite right when you say there are a lot of imposters out there whch is why I say that the simple rule is if they call or mail you then be on your gaurd...and that goes for callers & mailers purporting to be from just about anything, including insurance companies, banks, etc. Anything that is unsolicited needs to be treated with care...or am I just being paranoid?
Regards
Baldrick
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