Tech support scams are among the most common frauds targeting people over 50. They are designed to look and sound official — but they are always fake.

What is a Tech Support Scam?

A tech support scam is when a criminal pretends to be a technical support agent from a well-known company — usually Microsoft, Apple, BT, or your internet provider — to trick you into:

• Giving them remote access to your computer
• Paying money for fake “repairs” or “security software”
• Handing over your bank details or passwords

How They Start — The Two Most Common Ways

1. A Scary Pop-Up on Your Screen

You are browsing the internet and suddenly a large pop-up appears. It may look like an official Windows or Apple warning. It says something like:

“ALERT: Your computer has been infected with a virus. Call Microsoft Support immediately: 0800 XXX XXXX”

It might make a loud alarm sound and seem impossible to close.

The truth: This is a fake web page designed to frighten you. Microsoft, Apple, and other companies do not display your phone number in a browser window and ask you to call them.

What to do: Do not call the number. Close the browser tab. If you cannot close it, press Ctrl + W (Windows) or Cmd + W (Mac). If that does not work, turn off your computer and turn it back on.

2. An Unexpected Phone Call

You receive a call from someone claiming to be from “Microsoft Technical Department”, “BT” or “your internet service provider”. They say your computer is sending out viruses or that they have detected a problem on your account.

The truth: Microsoft and BT do not make unsolicited calls about your computer. If they claim to have detected a problem, ask them to confirm details they should have — like your full name and account number. They will not be able to.

What to do: Hang up immediately.

What Happens If You Let Them In

If you call the number or let them access your computer:

1. They will show you “evidence” of problems — these are often normal system logs that look scary to non-technical people
2. They will offer to fix it for a fee (typically £100–£500)
3. They may install software that spies on your activity or steals passwords
4. They may ask for access to your online banking to “process a refund”

Some victims have lost thousands of pounds.

Real Microsoft and Apple Support — What They Do and Don’t Do

They DO:

• Provide support when you contact them
• Send letters or emails if there is a billing issue (always check these carefully)

They NEVER:

• Call you without you asking first
• Display your phone number in a browser pop-up
• Ask for remote access to your computer out of the blue
• Ask you to pay for support by gift cards (iTunes cards, Amazon vouchers)
• Ask for your bank account password

How to Close a Scary Pop-Up

If a pop-up appears and you cannot close it normally:

On Windows:

1. Press Ctrl + Alt + Delete
2. Click Task Manager
3. Find your browser in the list and click End Task

On Mac:

1. Press Cmd + Option + Escape
2. Select your browser
3. Click Force Quit

Then restart your browser — do not reopen the previous tab.

If You Think You Already Fell for This Scam

1. Disconnect from the internet — unplug the ethernet cable or turn off Wi-Fi
2. Turn off the computer
3. Call your bank if you gave any payment details
4. Take the computer to a trusted local repair shop or ask a tech-savvy family member to check it
5. Report it to Action Fraud: 0300 123 2040

Remember: If a pop-up or phone call tells you there is an urgent problem with your computer — stop, breathe, and do not act immediately. A real problem with your computer will not disappear if you wait 10 minutes. A scam gets worse the faster you act.