How to identify and handle a fake 'Technical Support' pop-up scam

Summary

This guide helps you troubleshoot and resolve: How to identify and handle a fake 'Technical Support' pop-up scam. Follow the steps below to fix the issue.

Common Causes

Technical support scams often appear as urgent, flashing pop-ups in your web browser, claiming your computer has been infected with a virus or that your system has encountered a critical error. These are fraudulent attempts to trick you into paying for unnecessary software or granting remote access to your device. 220 Internet Services will never contact you via a browser pop-up to request remote access or payment.

Quick Fix Steps

If you are currently staring at a locked screen or a loud alert, follow these steps immediately to regain control of your browser:

1. Do not interact with the pop-up window.
2. Force-close the browser using the keyboard shortcuts listed below.
3. Clear your browser cache to prevent the pop-up from reappearing upon restart.
4. Run a full system scan using your installed antivirus software.

Detailed Instructions

How to force-close a frozen browser

Scammers often use scripts to disable the X (close) button or trigger full-screen mode to make it look like your computer is locked. Use these methods to kill the process:

• Windows: Press Ctrl + Shift + Esc to open the Task Manager. Locate your browser (e.g., Google Chrome, Microsoft Edge) in the list, right-click it, and select End task.
• macOS: Press Option + Command + Esc to open the Force Quit Applications window. Select your browser and click Force Quit.

Clearing browser data to remove the trigger

Once the browser is closed, you must clear the cached data to ensure the malicious site does not reload automatically.

• Google Chrome: Go to Settings > Privacy and security > Clear browsing data. Select All time and ensure Cached images and files is checked, then click Clear data.
• Microsoft Edge: Go to Settings > Privacy, search, and services > Clear browsing data. Select Choose what to clear, set the time range to All time, and click Clear now.
• Safari (macOS): Go to the Safari menu > Clear History..., select all history, and click Clear History.

How to Identify a Fake Alert

To avoid falling victim to these scams in the future, look for these common red flags:

• Urgency and Fear: Language such as "Your PC is infected!" or "Immediate action required to avoid data loss."
• Unusual Audio: Loud sirens, beeping, or a robotic voice speaking through your speakers.
• Request for Remote Access: Asking you to download software like AnyDesk, TeamViewer, or LogMeIn to "fix" the issue.
• Payment Requests: Asking for payment via cryptocurrency, gift cards, or prepaid vouchers.
• Generic Branding: Using logos from Microsoft, Apple, or Norton, but providing a phone number instead of a link to an official support portal.

What to do if you granted remote access

If you have already allowed a stranger to access your computer, take these steps immediately:

1. Disconnect the Internet: Turn off your Wi-Fi or unplug the Ethernet cable to sever the connection to the attacker.
2. Uninstall Remote Software: Go to Control Panel > Programs and Features (Windows) or Applications (macOS) and remove any software you didn't install yourself (e.g., AnyDesk, UltraViewer).
3. Change Passwords: Using a different, clean device, change the passwords for your email, online banking, and business accounts.
4. Report the Incident: Open a Ticket with our security team so we can analyse your system for any installed backdoors or malware.

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