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In Progress Toshiba Tech Support Scams

Discussion in 'Virus & Other Malware Removal' started by EagleFF, Mar 21, 2016.

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  1. EagleFF

    EagleFF Thread Starter

    Joined:
    Mar 21, 2016
    Messages:
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    Hi this is my first post and know it has been brought up before from last summer.I feel it is worth making people aware that it is still going on.I bought a Toshiba S55T from Staples in 2015 and was in the process of getting it set up.I went to the Web site as directed to check for any upgrades and after that got busy for a few days before I could get back to it.When I went to put my PW in to get into Win 10 it said wrong one.I tried every one I had and since it was new called Staples and asked if they could help,they said yes for over $100 dollars so I went searching the net with my tablet and a few days later I called what I thought was the tech support number and was told the same spill that many others have said and being a little desperate ended up giving them $195. and control over it while they told me what to do.After I had everything reloaded days later I started getting phone calls at my house and the first one said my computer had 32,000 erras so I knew I had been scamed.I avoided the internet for months now and have been useing my tablet until yesterday when I got the Toshiba and was going to use it and to my horror it had been wiped almost clean with the PW wouldn't work again,I have since found out how to reset it from scratch which is what I'm wanting to do.What do you think I should do just remove my files which is what I did last time or fully clean the drive on this new Toshiba and if I do a full cleaning will I lose any important Windows files?Do you think there is anything else I need to do as to the computer,thanks in advance.
    The computer came with Win 10 but Win 7 is on it from Toshiba.Any advice would be apreciated and welcomed.
     
  2. keltic1der

    keltic1der

    Joined:
    Feb 11, 2016
    Messages:
    631
    First Name:
    Donald
    I have to ask, If Staples was going to charge you $100 and the Tech Support number you called charged you $195, why not just bring it to Staples.

    What do you mean by a full cleaning?
    -> Reinstall the OS
    -> Perform the various security scans?

    If you perform various security scans with Anti-virus and Antimalware, there would be no way for us to know if you would lose important Windows files, since it would depend on if your pc is infected with virus's and malware or not. If it is infected, then what files are infected.

    Important to note: NEVER trust phone calls, emails, pop-ups, instant messengers that say you have errors on your computer.

    I would recommend running a good antivirus scan (I use Avast), a good antimalware scan (I use MalwareBytes), and checking your system for a root kit could not be a bad idea either. I would suggest using Kaspersky TDSSKiller. It is free: http://usa.kaspersky.com/downloads/TDSSKiller

    That is if you not want to perform a clean install using your system recovery option. However, If you are going to go that router. It would not hurt to scan your system with the TDSSKiller first.
     
  3. EagleFF

    EagleFF Thread Starter

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    Mar 21, 2016
    Messages:
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    Thanks for the good info Donald.The reason I went with what I thought was the real Toshiba Techs is 1 Staples was going to be about $179. and with the fake techs I was able to let them walk me through it so I figured I could learn some work arounds,which I did.When I was setting up to reinstall Win10 the last option had two choices just to load Win10 and remove my old apps or remove everything and reinstall Win10 which included all restore points and everything and that's what I did.The scamers must have loaded a nasty virus because after I got things almost setup my WiFi wouldn't work and most of my files started losing function and I'm back to a screwed up pc again which I'm sick of it for now and it didn't come with any cds so I'm not sure what to do.Thanks for the links I might get back on it and use them to look for any other problems.
     
  4. capnkrunch

    capnkrunch Malware Specialist

    Joined:
    Nov 28, 2015
    Messages:
    510
    Hello EagleFF :)

    You probably realize this now but it bears repeating:

    Never call, pay or give remote access to anyone except customer support from the manufacturer or the store it was bought from. Even then you need to make certain that you are on the right site and/or have the correct number. Frankly, if you are going to pay someone it is safest to just bring the computer into a brick and mortar store, either where you bought it or a reputable repair shop.

    Since a malicious party had full control over your PC even if just briefly, it must be assumed to be compromised. Reinstalling Windows as you have done is the only way to restore your system to a trustworthy state. Before we take a look at your current problems here are some additional steps that I recommend you take:

    • If this computer was used for online banking or shopping, contact your bank immediately and let them know that your information may have been compromised. You may want to cancels whatever card was used to pay the scammers. This is something to discuss with your bank when you contact them.
    • From a clean computer change all your passwords. This includes your internet login, email, PayPal, Amazon, Facebook, and any other online activities that require a username and password.
      Do NOT change your passwords from the infected computer, the attacker will be able to get all the new passwords.
    • When restore files from backups the safest practice is to not restore files with the following file extensions as they may be infected:
      .exe, .scr, .ini, .htm, .html, .php, .ap, .xml, .zip, .rar, .cab

    You may find the following article useful: How Do I Handle Possible Identify Theft, Internet Fraud and CC Fraud?

    Please answer the following questions:
    • You said that Windows 10 came on the computer but you were running Windows 7. How was Windows 7 installed?
    • Did you reset Windows 10 from a Recovery Partition? If so was it one that was preinstalled when you bought the PC or did you create it from within Windows 10?
    • Do you have access to a working computer with access to the internet?
     
  5. capnkrunch

    capnkrunch Malware Specialist

    Joined:
    Nov 28, 2015
    Messages:
    510
    Hello EagleFF :)

    Are you still with me? Do you still require assistance?
     
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