Hi

I am very sorry to hear about what has happened, but hopefully the guidance below will help recover your data and computer.

First of all, please make sure you have a copy of the your Firefox profile in a different file location (such as My Documents). This will make sure that items such as saved passwords and bookmarks have been captured. You can read how to do this here.

Secondly, follow these instructions to make sure there are no lingering malware issues. You should also refresh Firefox to take it back to its default state. You can read how to do this here.

Thirdly (and lastly) you need to call your internet service provider (AT&T) and explain the situation as soon as possible. Use a number on your last bill and call them. They should be able to walk you through resetting passwords and asking sure you still have access to your email account. Remember that they will probably (hopefully) walk you through and identification and verification process to make sure you are you.

You may also wish to consider contacting law enforcement authorities relevant to your jurisdiction who may be able to advise your further.

I hope this helps, but if not please come back here and we can look into a different solution for you.

I did refresh firefox, and that is what caused one of the problems. Firefox hangs, won't start, stops responding, all these things. I read the info but it was too difficult to understand and I have many of the problems. I wanted a phone number to call because when firefox doesn't work, I can't access the internet to do any of the troubleshooting, and the explanations are too cryptic to figure out what they are talking about. I am not a computer expert. I need a phone number to call to talk to a real person, and firefox doens't seem to have one. I went on the internet and found a phone number, it said it was firefox. They went inside my computer, said I had malware, but firefox couldn't fix it so I would have to pay $400-500 for a geek to fix it. Now, to tell me to go to law enforcement seems a bit odd. It seems firefox should go to law enforcement to have them investigate all the fake mozilla firefox websites that are scamming people. I asked if I had firefox and they lied and said yes, they promised to help by tricking me into believing they were firefox. The FBI need to be involved here. Also, if the internet is not working, how can one go to firefox and troubleshoot? Impossible. Therefore a telephone number to call is primordial. Do you have one? I think I have malware but cannot figure out which item is which since many of them apply, and the explanations of how to fix them is as clear as mud to me. When I refreshed firefox I lost everything - which is the reason I had called the phone number that I thought was firefox, but was a scammer instead. It is so scary, very scary that this is happening. Firefox stops when I need it the most, and I lose emails I am writing. Need help, please. Or perhaps explorer is better???? Thank you for any help you can provide. margaret-anne

please respond to my reply above. to seburo from copp

Hi

I fully understand that this situation is scary and disconcerting, especially since you have turned to what you believed was a trusted source of help and found out you were dealing with some bad people.

Mozilla (the people behind Firefox) is made up of a large number of people who are volunteers who help develop, build and support Firefox (and associated projects) unpaid because we believe it is the right thing to do. We are based all over the world (often in our own homes) and as such we do not provide telephone support. Writing a question in the Support Forum (as you did) is one of the best ways to get support from the volunteers at Mozilla with Firefox.

I repeat my earlier recommendations, especially in respect of checking your computer for malicious software. I also recommend you read and follow the guidance given on this site.