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Jess M.
Jess M., Computer Support Specialist
Category: Email
Satisfied Customers: 1823
Experience:  Computer Software Support Specialist for more than 10 years
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My computer was recently hacked and my husband reset the

Customer Question

My computer was recently hacked and my husband reset the i.p. address on our router. Now I can't get into my gmail account or my Verizon account which is managed by AOL! What help can you give me?
JA: How long have you had this issue with your A.O.L. account?
Customer: Only a few days.
JA: How do you access your email most often? On a phone or tablet, or through a web browser?
Customer: Through my web browser and I phone.
JA: What troubleshooting have you tried?
Customer: I try to get into both and then they ask different questions than I've ever seen before. Then everything leads to a more serious problem.
JA: Anything else you want the email expert to know before I connect you?
Customer: How do I reset my gmail account and perhaps my old Verizon account
Submitted: 6 months ago.
Category: Email
Expert:  MikeW replied 6 months ago.

Hello my name is ***** ***** I will be happy to assist you today. Can you tell me the name and model of your router?

Expert:  MikeW replied 6 months ago.

Also please disregard the Premium Service Offer for Remote Support. That is an automated popup initiated by the web site. If I need to talk to you or do a remote assistance I'll let you know.

Customer: replied 6 months ago.
It's a Verizon router. I don't know the model, but it was installed when Verizon was bought out by Frontier in the middle of last year.
Expert:  MikeW replied 6 months ago.

Is that the only router you have? Is that the one that your husband did a reset on?

Customer: replied 6 months ago.
Unfortunately, by allowing someone to sign unto my computer, I was hacked.
Expert:  MikeW replied 6 months ago.

Ok I understand but resetting the router would not have helped solve that problem. Is there any information on the bottom or side of the router that says anything about default ip address or default username and default password?

Customer: replied 6 months ago.
Customer: replied 6 months ago.
It's my only router.
Expert:  MikeW replied 6 months ago.

do you have a working computer right now?