rootkit scam?

[janer8]

I installed a new modem 5/10. I was able to connect everything except my HP printer. Contacted HP website for support. Seemed legit. They had someone in NY call me back and they found rootkit had infiltrated my system and needed immediate intervention. They said all free until the end when they said it would be $199.99 with a year's guarantee that everything would be working perfectily. iThey wanted money upfront but I would not pay and hung up. Supervisor at HP called back and stressed importance of immediate action. I said I would not pay upfront but wanted to see if the system even worked and could get my printer back online. They agreed they would do the work and I would pay after. Spent an hour with their "advanced tech" to get printer back online but unable and said it was caused by the new modem. Modem's customer service not available until Monday. I have a bad feeling about this whole thing and need help. HELP!! They're calling back this morning.

[Garp_senchau]

@janer8, Welcome to HP Support Community,

Thank you for posting your query; I’m here to help by guiding you through steps to resolve this issue

You are absolutely right to be concerned — this has all the signs of a tech support scam, and it’s very important you stop all contact with them immediately. Here's what you need to do now, and how to confirm if it was really HP:

Immediate Steps to Take:

1. Do NOT Answer Their Calls

This is almost certainly a scammer impersonating HP. HP never asks for remote access and then demands payment out of the blue.

2. Check the Website You Contacted

Go to your browser history and confirm:
👉 Did you visit Official HP® Support?

If the site was anything like:

hp-support-help.com

hpprinterfix247.com

Or any site other than support.hp.com

Then it was not official. HP's only official support page is:

Official HP® Support

🔒 What to Do Now

If You Let Them Access Your Computer:

Disconnect it from the internet immediately

Run a full antivirus/malware scan using a trusted tool.

Change your passwords, especially for:

Banking

Email

Anything you accessed while they had control

✅ If You Provided Payment Info (even partially):

Call your bank or credit card provider now.

Let them know you may have been the target of a scam.

Fixing Your Printer the Right Way

We can help you connect your HP printer to the new modem safely — no charge, no scam.

Please tell me:

Printer model

Type of modem/router you installed

Are you using Wi-Fi or USB for your printer?

I hope this helps.

Please feel free to reply here if you have any questions or if you need further clarification on any of the steps. 

Take care and have a good day. 

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! 😊

Regards,