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Old 08-10-2012, 11:23
CaptnSpaulding
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My parents have not been able to access their old btinternet email for a few days and when completing a reset password it just tells them to ring the help desk. My mum just phoned the help desk this morning to which she was told the account had been compromised and would ring back in a couple of hours.

They phoned back and told my mum they would connect remotely and have a look at the computer but there would be a charge - but they didn't state a price as it 'would depend on what they find'.

As they were in my mum's computer, she phoned me to tell me all this and that's when I freaked and shouted at her to turn her computer off and remove the ethernet cable so there was no internet access to the computer.

Did she fall for a scam? It doesn't sound right to me at all, and even if it is right, rather than them having access to her computer to which they said they would check up on it every 15 days I said I'd just re-install Windows on the computer to remove any malware as I certainly don't want her giving someone money for something she has no idea about. For all she knows all he did was remove a toolbar and will charge her 100.

Any idea guys?

Thanks
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Old 08-10-2012, 11:40
Zenith
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When you say "old" btinternet account, do you mean that they are now with a different provider?

Where did they get the helpdesk number from?

Did they ask to reset their password because they had genuinely forgotten it, or was there some other error in trying to access their account?
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Old 08-10-2012, 11:49
CaptnSpaulding
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When you say "old" btinternet account, do you mean that they are now with a different provider?

Where did they get the helpdesk number from?

Did they ask to reset their password because they had genuinely forgotten it, or was there some other error in trying to access their account?
Yeah they went to Sky but gone back to BT now so they have a new email address with a new account but don't use it. They always stayed with this one.

Basically last week they went on their email and saw a few 'mailer daemon' emails in the inbox. They never send emails so got concerned and changed the password. Everything was fine for a few days but on Friday it just said invalid password/username. They tried the forgotten password bit and entered the security information but it instantly said call the helpdesk.

My mum called BT and was told the email address didnt exist.

I went on live chat with BT in work and asked them about it and told them it was an old account to which they said yeah they found it but had to ring BT Premium or something and gave the number, which is thr number she called today.
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Old 08-10-2012, 12:49
max99
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If the password and security details can't be reset online in the usual way, only BT support will be able to sort it out for you. All they need to do is verify the account holder and reset the password. There's no need for them to remote into your parents computer to 'fix it' - although your parents should obviously run AV and Malwarebytes scans just to be sure (or you can remote in and do it for them via software like TeamViewer). So, when your parents contact BT again, they need to make it absolutely clear that they only want the account password to be reset and no not require remote assistance to fix the computer.

Also, ensure they are definitely calling the correct number. I had a customer a while back who searched Goolge for their ISP's tech support number, but the top ad result was for an (intentionally) similar named IT support company. The person thought they were speaking to their ISP helpline, who helpfully offered to remote in and fix the problem - and charge around 120 for the privilege.
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Old 08-10-2012, 16:47
Tassium
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This seems like the OPs mums explanation of what the OPs mum did, rather than what she actually did. Two very different things.

As mentioned above by max99 the specifics are very important, where did this "Help desk" number come from? Remote access to a home PC is surely not something any company can just do.


And the remote access thing is a classic scam, "we will check out your PC and tell you how much it costs. Now go to this site and download this software which will fix everything, can I have your credit card number please..."

--------------------------------
I would say this is a scam.
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Old 08-10-2012, 16:57
robertcrowther
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Yeah they went to Sky but gone back to BT now so they have a new email address with a new account but don't use it. They always stayed with this one.

Basically last week they went on their email and saw a few 'mailer daemon' emails in the inbox. They never send emails so got concerned and changed the password. Everything was fine for a few days but on Friday it just said invalid password/username. They tried the forgotten password bit and entered the security information but it instantly said call the helpdesk.

My mum called BT and was told the email address didnt exist.

I went on live chat with BT in work and asked them about it and told them it was an old account to which they said yeah they found it but had to ring BT Premium or something and gave the number, which is thr number she called today.
Sounds like BT have closed the email account, which they do after a certain amount of time if the account is not used and not under a paid account.
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Old 10-10-2012, 10:03
CaptnSpaulding
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Finally finished re-installing Windows and made them a new email account with Gmail.

The number I got was from BT's own customer service on the live chat on their official website which was 0800 633 5335.

From what my mum told me, she had a call back from BT after she phoned them, and they told her they would pass it on to someone to sort out and they would call her back. That's when this other company called and got into her computer and she wrote down what website they told her to go to so they could get access to the computer, which was ammyy.com - which from a quick Google search shows they are indeed a scam company.

Can't believe BT associate with them and took her down this route, when all they should have done is reset the password and let her carry on. Ridiculous!!!

They haven't phoned back since anyway, but BT did phone and before they had a chance to say anything, my mum told them it's all sorted and put the phone down.
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Old 10-10-2012, 10:14
Tassium
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Since BT would of course never associate themselves with a scamming outfit I can only assume that there is some other explanation.
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Old 10-10-2012, 10:21
chrisjr
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Finally finished re-installing Windows and made them a new email account with Gmail.

The number I got was from BT's own customer service on the live chat on their official website which was 0800 633 5335.

From what my mum told me, she had a call back from BT after she phoned them, and they told her they would pass it on to someone to sort out and they would call her back. That's when this other company called and got into her computer and she wrote down what website they told her to go to so they could get access to the computer, which was ammyy.com - which from a quick Google search shows they are indeed a scam company.

Can't believe BT associate with them and took her down this route, when all they should have done is reset the password and let her carry on. Ridiculous!!!

They haven't phoned back since anyway, but BT did phone and before they had a chance to say anything, my mum told them it's all sorted and put the phone down.
The scam call might not have had anything to do with BT. If you look at the top of this forum you will see a sticky thread about scam calls about computer problems.

It would be a monumental coincidence but not impossible that your parents received a scam call soon after reporting a genuine problem. And of course if they were expecting a call back they would be more inclined to believe the scammers.

It would be interesting to know exactly what the caller actually said. It could be they just generalised about the computer having a problem but did not specifically mention BT at all. Your mother may simply have heard "you have a problem with your computer" and assumed they were talking about the genuine problem she had. When in fact they had no idea there was any real problem.

So it is possible that the second call had nothing to do with BT at all. And the scammers in this case very nearly got lucky and hit on someone who had a genuine fault and was expecting a call about it.
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Old 10-10-2012, 10:29
CaptnSpaulding
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I don't think it was coincidence to be honest as they told her "BT asked us to call you", and when they mentioned payment, my mum asked them again if they were anything to do with BT and they said "no, but BT just asked us to call you".

Also she did not hear anything back from BT that day, so I think it's safe to say they definitely did contact this company.

The only difference is though, it seems BT themselves don't 'run' this email address any more and is BT Premium, which I think might also be the same as Yahoo Premium. I don't this the 'official' BT company as we know would have done this, but this Premium service seems a bit of a con!

I remember a couple of years ago my mum (and my partner as she uses an old BT account email address also) received an email from 'BT Premium' saying she would have to start paying to carry on using the email account or they would close it down. We ignored this and are still using it to this day - well, my mum obviously just stopped!
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Old 10-10-2012, 11:19
chrisjr
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I don't think it was coincidence to be honest as they told her "BT asked us to call you", and when they mentioned payment, my mum asked them again if they were anything to do with BT and they said "no, but BT just asked us to call you".

Also she did not hear anything back from BT that day, so I think it's safe to say they definitely did contact this company.
It could be that this company only started using BT after your mother mentioned them. It could be that they didn't actually mention BT at first but then started winging it after your mother revealed inadvertently that she was expecting BT to call.

I would not be surprised that if they just called up out of the blue and said "there is a problem with your computer" and your mother replied "what fault would that be then?" they would never have mentioned BT at all. If she replied, "yes that's right, with my BT account" then that would definitely get the scammers attention.

And not hearing anything back from BT (or other companies for that matter) when they promise to is not in any way unusual. In fact I sometimes get the impression that getting a call back when promised is the exception rather than the rule these days!
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Old 10-10-2012, 12:04
CaptnSpaulding
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Nah they definitely mentioned BT first by saying "Hello Mrs ------, Bt asked us to call you regarding the problem you have with the compromised email".

If my mum was about 70 then I'd think the same but she's only in her late 40s and not completely cuckoo yet so I know she's not lying lol.

Just glad it's sorted anyway, won't be using them again so shouldn't face the same problem again.
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Old 11-10-2012, 04:34
thenetworkbabe
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Since BT would of course never associate themselves with a scamming outfit I can only assume that there is some other explanation.
if you get whats indeed a scam call after talking to BT and the scammer knows about the BT call one explanation would seem to need excluding. However unless BT actually have a fraud department with a phone number, or a UK based operator can connect them to you, and anyone reports similar odd happenings, nothing will ever be done about it.

There's also a question what the scam could be if it is one. They don't go in for fun. What went into the computer? What went out? What was done before the windows was re-installed, and is something else still there that resists a reinstall?
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Old 11-10-2012, 09:25
robertcrowther
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if you get whats indeed a scam call after talking to BT and the scammer knows about the BT call one explanation would seem to need excluding. However unless BT actually have a fraud department with a phone number, or a UK based operator can connect them to you, and anyone reports similar odd happenings, nothing will ever be done about it.

There's also a question what the scam could be if it is one. They don't go in for fun. What went into the computer? What went out? What was done before the windows was re-installed, and is something else still there that resists a reinstall?
Very good points....
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Old 11-10-2012, 10:18
Tassium
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The "explanation" as to what actually occurred is bound to be way off.

There is a reason these scam outfits make a nice living.
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Old 11-10-2012, 10:31
evil c
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BT do have a fraud dept. and they pursue fraud vigorously. Call BT and ask to be put through but don't give anyone specific details until you get through to the fraud dept.
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