The Voice on the Phone Wants Your Screen: A Pembrokeshire Guide to Remote-Access Support Scams

If you live around Pembroke, Pembroke Dock or out towards Tenby, you have probably had one of these calls. The voice is friendly, slightly apologetic, and very keen to help. There is a problem with your computer, your broadband, or your antivirus. They can fix it today, if you just let them connect. In 2026 these calls are not new, but they are polished. The scammers have scripts, background office noise and answers for every objection. The aim is simple: get you to install a remote-access tool so they can see your screen, then talk you into handing over money, bank details or passwords.

Why this scam still works

Remote-access software is not evil. TeamViewer, AnyDesk, Quick Assist and Chrome Remote Desktop are genuine tools used by IT teams, repair shops and family members every day. That is exactly why the scam is so effective. The caller is not asking you to do anything obviously strange. They are asking you to let a 'support agent' help.

The story changes with the times. A common version claims your computer is sending error reports to Microsoft. Another says your broadband router has been compromised. Some callers pretend to be from BT, Sky, TalkTalk or a well-known antivirus brand. Others say there has been a suspicious login or a refund is owed. They may know your name, address or old phone number from a leaked database, which makes the call feel more believable.

What they all want is the same thing: access. Once they are on your screen, they can open your banking site, read your email, install malware or simply talk you into making a payment. They are also very good at creating urgency. There is a deadline, a risk of losing files, or a threat that your bank account is exposed.

The warning signs that matter

You do not need to memorise every scam script. A few simple rules will catch most of them.

• You did not call them. Genuine Microsoft, broadband and antivirus support does not cold-call you about a virus or errors on your PC. If you did not start the conversation, treat it as suspicious.
• They want remote access. Any request to install TeamViewer, AnyDesk, Quick Assist or another screen-sharing tool should stop you in your tracks. This is the moment to hang up.
• They create panic. 'Your bank account is at risk', 'your computer will be locked', 'you will lose your files' — pressure is a tactic, not a diagnosis.
• They ask for bank details, gift cards or a refund. Real support does not ask you to pay by gift card, transfer money to a 'safe account', or read out your full banking password.
• They ask you to read out error messages, open Command Prompt, or type a code. This is often a way to make the call feel technical and official. It is not proof of anything.
• There is a phone number on a pop-up. A website pop-up telling you to call Microsoft or 'Windows Support' is almost always a scam. Close the browser; do not ring the number.

A useful test: if the caller cannot tell you exactly what is wrong without you giving them access first, they are not diagnosing anything. They are fishing.

If they are on the phone right now

Hang up. You do not owe them politeness, an explanation or a second chance. Do not redial the number they gave you, and do not use a number from a pop-up. If you want to check whether a broadband or Microsoft issue is real, find the official number on your bill or the company's website and call it yourself.

If you have already installed the remote tool but the scammer has not connected, uninstall it now. On Windows, go to Settings > Apps and remove AnyDesk, TeamViewer or whatever they asked you to install. On a Mac, check Applications. Also look in your browser extensions if they asked you to add something to Chrome or Edge.

If they have already connected, do not panic. Act quickly and calmly.

If someone has already connected

First, disconnect the device from the internet. Unplug the router or turn off Wi-Fi on the computer. This cuts the remote connection immediately.

Next, uninstall the remote-access software. Then run a full scan with Microsoft Defender or a reputable antivirus tool. If you are not confident doing this yourself, take the machine to a local repair shop. A professional can check for remote-access tools that have been set to start automatically, unfamiliar user accounts, odd browser extensions and changes to email settings.

Change your important passwords from a different device — your phone is fine — starting with your email account, then banking, then shopping and social media. If you use the same password anywhere else, change that too. A password manager makes this much easier, but even a notebook kept somewhere safe is better than reusing the same password everywhere.

Check your bank and credit card accounts. If you gave out card details, call your bank's fraud team straight away. If you gave remote access to a banking app, contact the bank and explain what happened. In the UK you can also report the scam to Action Fraud on 0300 123 2040 or via actionfraud.police.uk.

Finally, watch out for the follow-up call. Scammers often ring again pretending to be from the bank, the police or a 'recovery team'. They may offer to help you get your money back. Do not give them access or information. Call your bank using the number on your card or statement.

Checking for damage

A remote-access scam is not always about immediate theft. Sometimes the goal is to install something that stays behind. Look for new programs you do not recognise, browser extensions you did not add, email forwarding rules that send copies of your messages elsewhere, and social media logins from places you have never been. On Windows, check Settings > System > Remote Desktop to make sure remote desktop is off unless you deliberately use it. In TeamViewer or AnyDesk, check for unattended access settings that would let someone reconnect without your permission.

If anything looks unfamiliar, get a second opinion. A local repairer can inspect the machine properly and tell you whether a clean reinstall is the safest option. That is often quicker than trying to guess what a scammer changed.

Household rules that actually help

Scams like this often target older relatives, but the answer is not to lecture them. It is to agree a simple household rule: no remote access without a second call. If someone rings asking to connect to a computer, the person on the phone says, 'I need to check with my family first,' hangs up, and rings a trusted number. That one pause breaks the scammer's script.

Keep a short list of official numbers near the landline — bank, broadband provider, and a family contact. Never use a number read out by a caller or shown in a pop-up. Caller ID can be faked, so do not rely on it alone. If a relative is hard of hearing or lives alone, a call-blocking phone or a call-screening service can help, but the household rule matters more than any gadget.

It also helps to set up two-factor authentication on email and banking, and to make sure the family knows how to uninstall remote software. In parts of Pembrokeshire where mobile signal is patchy, the landline is still important, so keep the rules simple enough to remember when the phone rings.

What real support looks like

Real support starts with you contacting them. They do not mind you hanging up and calling back on an official number. They do not ask for your bank password, and they do not rush you into a payment. If you need help with a slow PC or a suspicious email, a reputable local repair shop will be happy to look at the machine in person or talk you through the next step without taking remote control of your life.

The bottom line is refreshingly simple: if someone rings you out of the blue and wants your screen, say no and hang up. A two-minute pause is a lot cheaper than rebuilding your bank account.