TalkTalk and remote support

Remote support is where one person helps another with their computer by connecting over the Internet and sharing its screen, usually while the people talk on the phone. I’m increasingly using remote support in order to:

• Help people sooner.
• Help people outside my area.
• Reduce my carbon emissions.

TalkTalk’s block

The Internet provider TalkTalk blocks popular remote support tools on the grounds that they can be used to defraud people. Hopefully you’re aware of such tech support scams, so you won’t ever fall for one. But TalkTalk would rather eliminate the possibility with a default blanket ban.

Of course, it’s an overreaction — and a hurdle for technicians like me trying to do our job. Besides, if blocking remote support tools was a sensible way to protect people, more Internet providers would be doing it.

Removing the block

To allow remote support tools on your TalkTalk connection, turn off ‘Scam Protection’ in either of these two ways:

• Log into My Account and visit this security settings page, then turn off Scam Protection as shown in the screenshot below.
• Call 0345 172 0088 and ask to turn off Scam Protection.

Turning off a safety feature might sound like a foolish move; but really, all you need to avoid tech support scams is to:

• Ignore dubious phone calls.
• Ignore websites that say there’s a problem with your computer and give you a number to call.