checking on potential scam

[3392]

Wanting insight as to potential scam.  I was online with HP trying to get my printer online- was connected to chat- they told me to call a number- the 'help person' I connected with ran a some scans on my PC ( I granted them access) - told me I need to get sonic wall security and an IP locker.  Is this legitimate or a scam?

[Hawks_Eye]

Hi @3392 

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

Thank you for sharing this—and I'm really sorry you had that kind of experience. Based on the details you've provided, what you described is almost certainly a scam, and I’ll walk you through why, how to confirm it, and what to do next.

Why This Sounds Like a Scam:

Here are several red flags from your experience:

Redirect from Chat to a Phone Call
HP’s official support will not redirect you to call an unknown number during live chat—especially not an unverified third-party.

Recommendations for “SonicWall” or “IP Locker”
HP does not sell or require third-party firewalls, VPNs, or IP protection software as a condition to fix printer issues. This is not part of any legitimate HP printer troubleshooting.

Scare Tactics or Urgency to Pay for Security Services
If you were pressured or alarmed into buying anything “immediately” or were told your PC is “vulnerable” or “compromised” unless you purchase protection—that is a classic scam technique.

How to Verify If You Were on the Real HP Support:

You can always verify whether you were speaking to legitimate HP support by checking:

Official HP Support Website: https://support.hp.com

HP’s Virtual Assistant (legit live chat) is hosted directly from their website.

HP phone support contact list: https://support.hp.com/us-en/contact-hp

If you used Google search and clicked a support ad or result that wasn’t from “hp.com”, it's very possible you were redirected to a scam support company posing as HP.

What to Do Now

If you gave someone access to your PC, here’s what you should do immediately:

Disconnect the computer from the internet

Turn off Wi-Fi or unplug Ethernet.

Run a full malware and antivirus scan

Use reputable software like Microsoft Defender, Malwarebytes, or Norton.

Change your passwords

Start with email, banking, and anything sensitive.

Check your system for new programs installed today

Look in your Control Panel or Apps settings for unknown software.

Refer to the link below for more insights:

HP Fraud Alert: Protecting Yourself from Scams | HP® Official Site

Be Cautious Moving Forward

Never allow remote access unless you're absolutely sure it's a verified, trusted source.

Always start from HP’s official website when seeking help:
https://support.hp.com

If you're ever unsure, copy the web link or number you're being told to call, and I can help verify its legitimacy for you.

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