security compromised

[Terryi]

I was experience a lot of trouble keeping my printer on  line, yesterday finally started a chat, then they toke my number cause the tech need to contact me later and some one call me and after almost two hours back and forth I felt maybe in a scam cause it supposed they cleaned  of corrupt files and uninstall and then install the drivers of the printer, then they "suggest a internet security" which was the original problem, and they installed as well, for sure a charge for the services the people who I was talking to were Indians, so now it supposed is working, but I am afraid about the vulnerability of my internet, due I granted remote access, what I need now   

[VikramTheGreat]

Hi @Terryi,

Welcome to the HP Support Community.
 

Thank you for posting your query. I will be glad to help you.

Thank you for sharing this experience with us. We’re very sorry to hear how concerning this situation has been, and we completely understand why you’re feeling uneasy, especially after granting remote access and being charged for services. Your security and peace of mind are very important to us.

First, let’s clarify and validate what happened.

1. Verify whether this was official HP support

HP support does not charge for standard printer troubleshooting when the product is under warranty, and HP technicians will always:

• Provide an HP case number
• Identify themselves clearly as HP Support
• Use official HP remote support tools only

Please let us know:

• Were you provided with an HP case number?
• Did the caller clearly state they were from HP Support?
• Did you make any payment for the service? If yes, how and to whom?

With this information, we can help verify whether the interaction was legitimate or possibly a third-party service.
 

2. Immediate steps to protect your system (important)

Since remote access was granted, we strongly recommend the following steps for safety:

• Uninstall any software that was installed during the session, especially third-party “internet security” or cleanup tools.
• Run a full antivirus and malware scan using a trusted security program (Windows Security is sufficient).
• Change important passwords, including:
  • Email
  • Banking and shopping accounts
  • Wi-Fi/router admin password
• Restart your router and update its firmware if possible.

These steps will help ensure your system and network remain secure.
 

3. About HP printer support going forward

If your printer is now working, that’s good news, but we still want to make sure you’re supported safely. Going forward, we recommend contacting HP only through:

• The official HP Support website
• The HP Smart app
• Verified HP phone/chat support after entering your printer serial number

This ensures you’re connected directly with an authorised HP agent.

I hope this helps.

Take care and have an amazing day!
 

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Regards,

VikramTheGreat