What should I do if I think my computer has a virus?
If you see fake security warnings, pop-ups, browser redirects, locked files, strange account activity or a computer that suddenly becomes very slow, stop entering passwords and get help before using banking, email or work logins again.
Best next step
Take a photo of the warning, write down what changed, then send the device type, suburb and symptoms through Quick Help. Call if money, email, banking, work files or family accounts may be at risk.
What is virus removal?
Virus removal means checking a device for malware, fake antivirus tools, browser hijackers, scam remote-access software and suspicious settings, then cleaning the device and helping reduce the chance of the same problem coming back.
Urgent issue? Stop first.
Stop using the device if there is a banking warning, remote-access scam, ransomware message, unknown login, burning smell, or files suddenly changing names. Do not pay a ransom, do not call numbers shown in pop-ups, and do not give anyone a one-time code.
Risk level
Normal pop-ups
MediumUsually fixable, but do not ignore it. Browser hijackers can lead to scam pages and more downloads.
Banking, email or work risk
HighStop using saved passwords and call before entering login details again.
Files locked or renamed
HighThis may be ransomware. Disconnect from Wi-Fi and do not pay without advice.
Stop / Try / Send
Stop
Do not keep clicking pop-ups, installing cleaners, entering passwords, or calling the number shown in a fake warning.
Try
Take a photo, unplug external drives, disconnect Wi-Fi if files are changing, and note when the problem started.
Send
Send the warning photo, device model, suburb, what you clicked, and whether files, banking or email may be affected.
Plain-English diagnosis table
| What you see | What it might mean | What to do next |
|---|---|---|
| Pop-ups or fake security alerts | Adware, browser hijacker or scam page | Do not call the number. Take a photo and start Quick Help. |
| Browser goes to strange search pages | Browser hijack or unwanted extension | Stop installing “cleaner” apps and ask for a safe cleanup. |
| Computer suddenly very slow | Malware, startup overload, scam software or failing storage | Back up important files if safe and request a check. |
| Files locked, renamed or ransom note shown | Possible ransomware | Disconnect internet, stop using the device and call. |
| Unknown bank/email logins or remote access | Account compromise or scam access | Use a different clean device to change passwords and ask for scam safety help. |
Clean up or rebuild?
Cleanup may be enough when
- It is mostly pop-ups or browser redirects.
- Files still open normally.
- No banking, email or work logins were entered.
- The device is otherwise running well.
A rebuild may be safer when
- Ransomware or remote access was involved.
- Unknown admin accounts were added.
- Security tools keep being disabled.
- Work files, passwords or banking may be exposed.
Before you contact us
- Device type, brand and model.
- Photo of the warning or pop-up.
- What changed before the issue started.
- Whether you clicked a link, downloaded something or allowed remote access.
- Whether files, email, banking, school or work accounts may be affected.
- Your suburb and how urgent it feels.
Customer story snapshot
A customer saw a fake “Microsoft support” warning and almost called the number on the screen. The safest step was not to follow the pop-up, but to close the browser, stop entering passwords and check whether remote access or account changes had happened.
How we remove viruses and malware
1. Check the risk
We look at symptoms, recent clicks, pop-ups, remote access, account risk and whether files are safe.
2. Clean and repair
We remove malware, browser hijackers, suspicious startup items and settings that keep the problem coming back.
3. Secure the device
We help with updates, safer settings, password-change advice and next steps for email or banking risk.
Related secure request guides
If you need to send photos, ask a question or track a request after starting help, these guides explain the request flow in plain English.
Virus removal Melbourne FAQs
Should I call the number in a virus pop-up?
No. Fake support pop-ups often show scam phone numbers. Take a photo and use a trusted help path instead.
Can a virus be removed without wiping the computer?
Often yes. A rebuild is only recommended when it is safer, such as after ransomware, remote access scams or repeated reinfection.
Is same-day virus removal available?
Same-day help may be available Monday to Saturday across Melbourne’s northern suburbs, subject to booking availability.
Will my files be safe?
We aim to preserve files where possible. If ransomware, storage failure or heavy corruption is involved, file recovery depends on the condition of the device and backups.
Still not sure what this means?
Send a photo or describe the warning. We will point you to the safest next step before you approve bigger work.