Getting hacked remotely - All devices and accounts

[Jennica1]

These 3 ideas from a different posting regarding remotely being hacked, did not work:

1. Run a Security Scan. Settings > Update & Security > Windows Security > Virus & Threat Protection) There was no option to run a scan of any sort. In fact I am unable to open any window showing more options

2. Turn off Remote Access. System > Remote Desktop does have a notice at the top stating "Your Home edition of Windows 11 doesn't support Remote Desktop." There are no remote desktop settings available

3. Check for unauthorized users and processes. The hackers are somehow using my user information, there are no other users. There are extra processes running including the remote procedure call that I am unable to terminate. I need Trusted Installer rights.

I believe the hackers have infiltrated all aspects of my digital footprint. I did get new router & modem and new devices (both another computer & phone) and both were hacked very shortly after connecting to my home network as I saw a ton of downloaded items that didn't come from me. None of what they are doing are pulling any errors, they are using legit coding and have changed my bios of my hp & I believe have been able to reconfigure which network I'm attached to. I did not use any current Google nor Microsoft account.  I created brand new ones and didn't log into compromised accounts.  I also have very limited abilities as to what I can edit on this machine and I just don't know what to do at this point

.

I am 100% convinced that I have been hacked remotely and they control all devices connected to my network and they also have control over my mobile device as it's configurations have changed and apps are constantly found open that I didn't open as if they are monitoring everything I do.

I am 100% convinced that my computer now has malware (my business computer was hacked as well but they wiped that one completely clean. It does not have windows installed at all, and I don't even know how to remove it.)

Do you have any other action items that I can try? Reinstalling windows does not help and I do not have an installation drive/disc. I believe the issue is at the root level.

If not, how can I protect a new device and use my home network? Using a VPN and software looking for malware have all proven not to be sufficient.

This product is an HP 16" intel core i7 10th GEN

Thank you so much!!

[Hawks_Eye]

Hi @Jennica1 

Welcome to the HP Support Community! We're here to help you get back up and running.

I’m really sorry you’re going through this—it’s unsettling when you feel like your devices and accounts aren’t under your control. 

You’ve already tried several steps, so let’s focus on practical actions that can help you regain confidence in your HP laptop and protect new devices on your network.

 

Step 1: Secure your network first

• Factory reset your router and modem: Use the reset button on the back to clear all custom settings.
• Set a strong Wi-Fi password: Use at least 12 characters with a mix of letters, numbers, and symbols.
• Change the admin password: Log into the router’s web interface and replace the default admin password.
• Disable remote management: Ensure the router cannot be accessed from outside your home network.

 

Step 2: Reinstall Windows cleanly

Since reinstalling from within Windows hasn’t helped, use a bootable USB drive:

• On another computer, download the Windows 10/11 installation media tool from Microsoft.
• Create a bootable USB drive.
• Insert it into your HP laptop, power on, and boot from USB (press F9 or Esc at startup to select boot device).
• Delete all partitions during installation to ensure a clean start.

Guide:
HP PCs - Performing a Clean Install of Windows

 

Step 3: Update BIOS and drivers

• After reinstalling Windows, go to HP’s support page for your model.
• Download and install the latest BIOS, chipset, and graphics drivers.
• This ensures firmware and hardware communication are reset to factory standards.

HP Software and Driver Downloads

 

Step 4: Protect your accounts

• Use unique, strong passwords for each account.
• Enable two-factor authentication wherever possible.
• Avoid reusing old accounts that may have been compromised.
• Consider a password manager to keep track securely.

 

Step 5: Protect new devices

• Connect them only after the router reset and password change.
• Keep operating systems and apps updated.
• Install reputable security software, but avoid third-party driver updaters or tools that make deep system changes.
• Monitor for unusual activity—apps opening on their own, settings changing unexpectedly.

 

Step 6: Run hardware diagnostics

• Restart your HP laptop and press F2 repeatedly to open HP PC Hardware Diagnostics UEFI.
• Run “System Tests > Extensive Test” to confirm hardware integrity.

Guide:
HP PCs - Testing for hardware failures

 

Why this helps

• Resetting the router removes any hidden configurations.
• A clean Windows install from USB ensures malware at the root level is wiped.
• Updating BIOS and drivers restores proper system control.
• Strong account security prevents unauthorized access even if someone tries again.

Once you’ve reset the network and reinstalled Windows from USB, your laptop should behave normally again. New devices will also be safe if connected after the router reset.

If my response helped, please mark it as an Accepted Solution! ✅ It helps others and spreads support. 💙 Also, tapping "Yes" on "Was this reply helpful?" makes a big difference! Thanks! 😊

Take care, and have an amazing day!

Regards, 

Hawks_Eye

[Jennica1]

Thank you Hawks_Eye.  I have performed all of the steps except for disabling remote network connection.  I had no idea that was an automatic setting as ive never seen that on the Spectrum's app, my provider.  I even got a new router & modem, traded in my older & bought a brand new computer which I set up at the library with new accounts before plugging anything in, but shortly after being wired to my home network, using the new accounts, the same packets of files installed & the new computer became compromised.  The only thing I havent done is replace ALL devices (TVs, firestick, cameras & computers).  I've instead selected "forget network" & wired into the devices directly from the modem.  Its as if the hackers have control over my network, but Spectrum says thats not possible.  Because how else did they get in to a brand new windows 11 computer with a new modem, router, user name & password?  I dont have the money nor the desire to completely start over.  Ive done it 3 times now in the past 7 years & it sucks ass!  Excuse my French.  

I sincerely appreciate your time & help with this.  Spectrum can't secure my home network anymore than they already do, for everyone.  If you have any more ideas or suggestions, im all ears!!  PS this is the 1st time Ive been able to post on the site.  Previously, that feature would not work for me for some reason.

[Hawks_Eye]

You are welcome @Jennica1 

I hear the frustration in your words, and I appreciate the persistence you’ve shown in trying to secure your environment. It’s unsettling when you feel like new devices are compromised almost immediately, and you’ve already taken strong steps like replacing hardware, creating new accounts, and wiring devices directly. 

Let’s focus on practical measures that can help stabilize your home setup without requiring you to “start over” completely.

 

Step 1: Disable Remote Management on Router

Even if Spectrum says your network is secure, many routers ship with remote management enabled by default.

• Log into your router’s admin page (usually by typing its IP address into a browser, e.g., 192.168.0.1).
• Look for “Remote Management,” “Remote Access,” or “WAN Management.”
• Disable it so the router cannot be accessed from outside your home network.

 

Step 2: Assign Static IPs

Dynamic IP changes can sometimes cause confusion or vulnerabilities.

• In your router settings, assign static IP addresses to your key devices (PC, printer).
• This ensures they always connect with the same identity and reduces unexpected reconfiguration.

 

Step 3: Isolate Devices

Since you mentioned TVs, Firestick, and cameras:

• Create a “Guest Network” on your router and connect smart devices there.
• Keep your PC and phone on the main secured Wi‑Fi.
  This separation prevents cross‑communication between devices.

 

Step 4: Clean Install from USB

You’ve already reinstalled Windows, but to ensure root‑level malware is cleared:

• Use Microsoft’s Media Creation Tool to build a fresh USB installer:
  Download Windows 11 Installation Media
• Boot from USB, delete all partitions, and reinstall cleanly.
• Only connect to your home network after the router has been reset and remote management disabled.

 

Step 5: BIOS Reset

If you suspect BIOS tampering:

• Restart your HP laptop and press Esc repeatedly, then F10 to enter BIOS Setup.
• Look for “Restore Defaults” or “Load Setup Defaults.”
• Save and exit.
  This resets firmware settings to factory state.

 

Step 6: Monitor with HP Diagnostics

• Restart and press F2 repeatedly to open HP PC Hardware Diagnostics.
• Run the Extensive Test to confirm hardware integrity.
  Guide: HP PCs - Testing for hardware failures

Once you disable remote management and isolate devices, you should notice a calmer environment—no sudden downloads or unexplained activity. The key is to cut off any external entry points and keep smart devices separated from your work machines.

Regards,

Hawks_Eye

[Jennica1]

Thank you so much for your help but I'm stuck at Step 1...My network provider, Spectrum, does not allow for Remote Management to be disabled on its routers.  That means that I will have to go buy a special router that does allow me to disable Remote Management, create static ip's and create a guest network then finish the remaining of the steps you posted.  Question:  If I buy a new router and connect it to the infected pc or device, will that infect the router?  Will they be able to gain access to my new router from the infected pc?  

Thank you again!!