Skip to main content
To Customer Support To Customer Support

After connecting Roku TV to the internet was unable to run YouTube on Rohu   Was given a telephone number to call for a solution.  When I called a tech support agent asked if he could access to my PC.  I granted permission.  After inspection he said my PC was infested with malignant software.  He offered to remove the malignant software if I purchased anti virus software.  I said I would think about it.

have Windows 10 protection turned on and it does not report any issues.  I running Webroot and it does not report any issues.  I saved the report he generated and information about the connection.  How can I determine if this is a hoax?  I

Hello @KCav and Welcome to the Webroot Community!

 

I’m not sure you were in contact with real Webroot support here is the correct support info: https://www.webroot.com/us/en/support/contact

 

So I would suggest that you Submit a Support Ticket for a security check.

 

Please let us know how things go!

Hello TripleHelix,

Thank you for responding to my question. 

I was talking on the telephone to a Technical Support agent from Roku not Webroot.   I posted here because I feel Webroot was correct,  there was no malicious software on my system.   If you would like to confirm that further I kept the information I was given about the malicious software.  I think I  will report this to Roku.    

@KCav This doesn’t seem to be related in any way to our WiFi Security product. I am however interested in three things-

  1. Why a Roku technical support needed to remote onto your PC in order to debug a problem on your Roku, an entirely different device. This sort of makes sense if he was checking ports and network settings but Rokus have a connection test built in.
  2. Why the Roku technical support agent was looking for malware to start with, and why he is offering to provide you with antivirus software for a price - this is surely outside of the remit of a genuine Roku customer service agent or technical advisor.
  3. In your original message you say “Was given a telephone number to call for a solution“ - who gave you this telephone number?

This sounds a lot like a technical support scam, which are unfortunately ten a penny.

I would strongly encourage you to give our Support team a call and get them to look over your PC, mentioning the report provided to you by the “technician” and that you granted them remote access to your computer. They should be able to help you both verify that the report isn’t genuine and that there is no malware on your computer, and ensure that the remote access tool is removed to make sure that the “technician” and any associates aren’t simply able to remote in again at will.

The details of our Support team are available by clicking on the “To Customer Support” link at the top of this page, or “Customer Support” link at the bottom.

Reply


Terms & Conditions