Got a Scary “Your Computer Is Infected” Call? Here's What to Do

By Jake LaValla · NEXGEN Tech Support · October 22, 2026

It usually starts with a phone call or a loud pop-up that won't close. Someone claiming to be from Microsoft, Apple, your bank, your internet provider, or “the security department” says your computer is infected, hacked, or locked, and that you need to act right now. These are scams. The goal is to scare you into giving them remote access to your computer, your passwords, or your money. Here's what to do.

During the call: hang up

The single best thing you can do is hang up, or close the browser if it's a pop-up. If the pop-up won't close, hold the power button to shut the computer down, then turn it back on. You don't owe the caller a conversation, and you can't out-talk them; they do this all day.

• Never let anyone you didn't contact yourself connect to your computer remotely.
• Never pay with gift cards, wire transfers, cryptocurrency, or cash. Legitimate companies don't ask for payment that way.
• Never read back a code that was texted or emailed to you. That code is often what lets them into your accounts.
• Never call a phone number shown in a pop-up or in an unexpected email. Use the number on your card, bill, or the company's official website.

Warning signs it's a scam

• You didn't ask for help, but someone reached out to tell you there's a problem.
• There's urgency: act now, don't hang up, don't tell anyone, your account will be closed.
• They ask you to install a program or go to a website so they can “fix” your computer.
• They ask for payment in gift cards or crypto, or want to “refund” you money and then claim they sent too much.
• They tell you not to talk to your bank or family about it.

Big tech companies don't call people out of the blue to report viruses. And for the record: NEXGEN Tech Support will never cold-call you asking for remote access to your computer.

If you already let them in

If you installed a program or let the caller connect, don't panic, but act quickly. Work through these steps in order.

1. Disconnect from the internet. Unplug the network cable and turn off Wi-Fi, or simply unplug your router. This cuts off their connection.
2. Power the computer off. Don't keep using it for banking, email, or shopping until it's been checked and cleaned.
3. Don't pay anything, and stop all contact. If they call back, hang up. If they've encrypted files and are demanding a ransom, paying doesn't guarantee you'll get anything back.
4. Call your bank and card companies using the number on the back of your card. Tell them what happened, ask them to watch for or block suspicious charges, and ask whether you should get new cards.
5. Change your passwords from a different, clean device, like your phone or another computer. Start with your email, then banking, then everything else. Use a unique password for each account.
6. Turn on multi-factor authentication (MFA), sometimes called two-step verification, especially on email and banking. That way a stolen password alone isn't enough.
7. Get the computer scanned and cleaned before you use it again. Scammers sometimes leave remote access tools behind so they can come back later. A full security scan, removal of any remote-access software they installed, and a check of your browser and startup programs are the minimum. If in doubt, back up your files and reinstall the operating system.

Report it

Reporting helps authorities track these groups and may help you if there's a financial loss. File a report with the Federal Trade Commission at reportfraud.ftc.gov and with the FBI's Internet Crime Complaint Center at ic3.gov. Write down what you remember while it's fresh: the phone number that called, the name they used, any websites or programs they had you open, and any payments you made.

If it's ransomware on a business computer

If files on a work computer suddenly won't open or have strange extensions, and there's a ransom note, disconnect that machine from the network right away, but don't wipe it yet. Let your IT support know immediately; they'll want to see what happened, check other computers and backups, and figure out how it got in. This is where good, tested backups make all the difference.

Protect yourself going forward

• Keep Windows, macOS, your browser and your apps updated.
• Use reputable security software and keep it current.
• Use a password manager and unique passwords, with MFA on important accounts.
• Keep regular backups, with at least one copy that isn't always connected to your computer.
• Talk to older family members about these calls. Scammers often target people who are less comfortable with technology.

Need help cleaning up?

If you think someone got into your computer, I can come to you, check it over, remove anything that shouldn't be there, and help you lock down your accounts. Every job starts with a free quote.