Mark White, home affairs correspondent
Some computer repair shops are illegally accessing personal data on customers’ hard drives – and even trying to hack their bank accounts, a Sky News investigation has found.
In one case, passwords, log-in details and holiday photographs were all copied onto a portable memory stick by a technician.
In other shops, customers were charged for non-existent work and simple faults were misdiagnosed.
An investigator from the Trading Standards Institute said he was “shocked” by the findings.
The investigation was carried out using surveillance software loaded onto a brand-new laptop.
It operated without the user being aware that every event that took place on the computer was being logged.
All activity on the screen was captured in still images, and the identity of whoever was using the computer was recorded using the laptop’s built-in camera.
Sky engineers then created a simple, easily diagnosable fault, by loosening the connection of the internal memory chip.
This prevented Windows being able to load. To get things working again, the chip would simply need to be pushed back into position.
The investigation targeted six different computer repair shops. All but one misdiagnosed or overcharged for the fault.
The most serious offender was Revival Computers in Hammersmith, West London.
Shortly after identifying the real fault, an engineer called our undercover reporter to say the computer needed a new motherboard, which would cost £130.
Tests carried out by our internal Sky engineer after the diagnosis revealed there was nothing wrong with it.
The surveillance software then recorded one technician browsing through the files on the hard-drive, including private documents and intimate holiday photos, including some of our researcher in her bikini.