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Windows 7: Problems with Nokia chat support/Microsoft chat support,advice please

30 Aug 2014   #1

Windows 7 Home Premium
Problems with Nokia chat support/Microsoft chat support,advice please

A problem happened to me, and it related to my Nokia Lumia 920
This all started when for some unknown reason I lost my last number called, no matter where I searched within the phone I could not find out how to get back to the "last number called" facility
So I went to the Nokia site and got into a chat session, I explained the problem and the agent (he) advised me what to do and where to look a lot of which I had already done.
He then said “looks like we are going to have to reset your phone”!!!
There was no way I was happy with this, he said not a problem everything on your phone can either go to your computer or backed up to the cloud, with yourMicrosoft account.
So I went ahead and reset my phone etc. etc. and then after it rebooted I started to set it back up again copied the contents of my newNokia folder from the pc back onto my phone.
So then I tried to make a call, yes that was good and it showed the last number called.
Then in the phone setup process, I enabled my Wi-Fi to my Virginmedia router, which showed as connected.
This is where the fun begins, please bear with me
Up to now this chat session had lasted 4 hours !!!
Now with the phone I tried to log-in to my Microsoft account to be told on the following words;
Can't connect
We're having a problem with signing in.
Make sure that you have a good reception. If you do, the problem may be at the other end.
Wait a little while and try again.

I told the Nokia guy what was happening and wrote out the above message, word for word.
I also told him I was on Wi-Fi with the phone and logged into myMicrosoft account at the same time on the pc.
He then told me there are two different servers one for computers and one for mobiles (well that was something I learned) he asked me to check various things, all of which I did.
I was stumped and puzzled, because I had been on my Microsoft account with my phone earlier, now I "Can't connect", but I could connect to the account with my pc.
He told me he was puzzled, he went away and came back a few minutes later and we tried other things still no joy.
He finally said I can't do anymore, I will hand you over to Microsoft, to me that made sense.
I contact Microsoft chat support, he asked me what the problem was which I told him, and at this time he did not know my phone was not connected back to the pc.
He asked me to grant remote access.
To be honest, I never really like doing that, because all they have to is type in something, i.e "please go to start, then type etc. etc.
Anyway I granted him remote access he went to start and brought up an MS Dos screen (all the time my mouse is hovering over the disconnect button) this screen ran some script, which I had never seen before and he told me my phone had been hacked by somebody from Japan, bearing mind at this time my phone was not connected back to the pc, so I am really puzzled as to how he can tell this within 15 seconds or thereabouts.
I am getting really nervous now and my finger is getting twitchy over the disconnect button.
He told me it would be £199 to have the block removed; he then started drawing on my screen remotely telling me how they had got in.
I said no but no way does anybody get onto machine without me knowing about it, because of the level of internet security I have installed on the computer, he was then rambling on etc. etc. so I disconnected the chat and the remote access.
Now here I am at fault instead of closing the chat window and closing the remote access I should have saved the conversation, but hey ho I was fuming inside, you know what they say “act in haste, repent at leisure".
Sorry about all the above, but I had to put things into perspective.
So I think all things considered I got away very lightly.
Yesterday I spent another four hours in Nokia chat support all to nothing being resolved.
By the way I still can’t access my account from my 920
I have been into the registry and the only line regarding Japan contains these words
(Default) REG_SZ Microsoft IME (Japanese)
So if anybody has had experiences like this I would be interested to hear about them.
I have some questions, if you would indulge me please;
So my questions are as follows;
  1. Can I delete my Microsoft account completely and start again ?
  2. If I do that will it eradicate the problem ?
  3. What do I need to type into my computer, to read the MS Dos file that he read ?
  4. If I can read it, will I be able to see Japan, if it exists ?
  5. Can I go into my registry files and sort it out like that ?
  6. Has anybody else experienced anything like this ?
    1. If so what did you do ?
    2. How did you get round the problem?
I do hope somebody can help, I have been involved with computers since Windows 3.0 then 3.11 then Windows 95 onwards, and I have never come across anything like this

My System SpecsSystem Spec


 Problems with Nokia chat support/Microsoft chat support,advice please

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