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Using your computer:the basics


4 How to choose a computer

5 First steps with a new computer

6 Get to know your computer

8 How to use your mouse or trackpad

10 How to use your keyboard

12 Open, close and save a file 14 Copy, cut and paste

16 Get the internet

18 Learn to use your web browser

20 Get started with email 22 Keep your computer safe 24 Online shopping 25 Online banking

26 Ask our experts 28 Jargon buster

© Which? Ltd 2017 This guide has been produced for general information and interest only. Which? makes every effort to ensure that the information in the guide is correct but we can’t guarantee that it is 100% free of inaccura-cies, errors and omissions. The guide may not be reproduced, stored in a retrieval system, transmitted in any form or otherwise made available to third parties without the written permission of Richard Headland, Editor of Which? magazine. Commercial use of the guide is not permitted.

Cortana, Excel, Microsoft, Microsoft Edge, Office, Outlook, Windows and Word are either registered trademarks or trademarks of Microsoft Corporation in the United States and/or other countries. Used with permission from Micro-soft. This guide is an independent publication and is not affiliated with, nor has it been authorised, sponsored, or otherwise approved by Microsoft Corporation.

Whether it’s changing a tyre or cooking a roast,

there’s a first time for everything. And for any task

you’ve never done before, a little help and guidance

is essential. Computing is no different.

The technology world moves pretty quickly, and

it’s all too easy to feel left behind. But this needn’t be

the case. In this guide we have simple, expert advice

on how to get started with a new Windows computer.

We break things down into easy steps, and even

explain how to make the best use of your computer’s

mouse and keyboard.

Never had an email address before, or never

had the internet in your home? Not a problem – we

explain how to set up an email account and how to

connect your household to the web. If you’re already

up and running, we have straightforward advice to

help you do more with your laptop or desktop.

We keep bewildering jargon to a minimum and

focus on the essentials of what you need to know

when learning to use a computer. Any technical terms

that do crop up are explained in our handy ‘jargon

buster’ on the back page.

Richard Parris

Editor, Which? Computing

Which? Computing offers practical advice on making the most of your computer, including everything from social networking to email. Our team of experts has more than 65 years’ experience working in and writing about technology. As a Which? title, we’re entirely independent and offer unbiased advice.

Welcome Contents

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How to choose a computerPick the right type of computer for your needs

Types of computerIf you’re choosing a new computer, there are

a few different types to consider. All computers

– including touchscreen tablets – will let you

browse the web and email. The most important

consideration is how and where you want to use

your new device. We explain the main types of

computer in our guide, below:

■ Laptops With a screen and keyboard all

connected, laptops can be a good choice if you

want to take your computer from room to room,

or out with you. Laptops range from small models

with 10-inch screens that are very portable, to

15-inch models with big screens and keyboards.

Some are adaptable – letting you remove the

screen to use as a tablet.

■ Tablets Tablets use touchscreens rather

than keyboards. They’re great for day-to-day

internet browsing and emailing, but not ideal

for prolonged typing.

■ Desktops Desktop computers come in

separate parts: a tower containing the workings

of the computer, a separate screen, plus

a keyboard and mouse. They can be a good

choice if you want a large keyboard and

a screen you can sit upright in front of.

■ All-in-ones These are a type of desktop

computer, but all the workings live inside the

screen itself – there’s no separate tower. All-in-

ones are less cluttered than regular desktops.

iFind out moreIt’s important to buy the right computer for your

needs. That’s why we put hundreds of computers, including laptops and tablets, through rigorous independent tests. Which? members can read our expert computing reviews at which.co.uk/computers.

First steps with a new computer1 Get online

One of the first steps after starting up

your new computer is to connect it to your

home internet. If you don’t yet have an internet

connection, turn to p16, where we explain

how to choose a broadband supplier.

As your computer comes on, it will find

nearby wi-fi networks. Select your own and

enter the login passcode – this is usually

printed on a label on your router. Alternatively,

you can connect to the internet by a wire if

your laptop has an ethernet port. You’ll need

to use an ethernet cable – these are usually

bright yellow, and connect between your

router and a computer.

2 New computer settings You’ll be presented with the option to

set up your computer with Express settings.

This is the default set-up. It may be simplest

to choose this if you’re not confident with

computer settings. Alternatively, you can

select Customise settings to make some

changes. This includes some privacy features

you may wish to control.

3 Create an account You’ll need to create a user account

to log in to a Windows 10 PC. There are

two types you can choose from. The first

type is a Microsoft account – this is what

Windows 10 prefers you to use.

If you already have a Hotmail or Outlook

email address, you can use this to log in to your

computer as a Microsoft account. Otherwise,

you can create a new account for free – this

will give you a new Microsoft email address.

Read more about setting up email on p20–21.

Alternatively, you can use something called a

Local account. This doesn’t require a Microsoft

email address. It’s a simple login for using your

computer, although it won’t give you full use of

all Windows 10 services, such as logging in to

the Windows app store to download apps.

To use a Local account, click Sign in without

a Microsoft account, and create a name and

password for accessing your PC.

Laptop Tablet

Desktop/All-in-one

iJargon busterFor help with any technical terms used

in this guide, turn to our handy jargon buster on p28.


The Windows 10 desktop is the main screen you see on your PC. We explain your computer desktop’s main functions and features

Start MenuClick the Start button in the bottom-

left of the screen for the Start Menu. This

is a scrolling column of items next to

a panel of animated ‘live tiles’. Here, you

can find and launch applications, access

settings and click shortcuts for frequently

used applications. The Start Menu can

be resized by clicking and dragging the

edges of the menu.

CortanaCortana is Windows 10’s

voice-activated assistant that

can help you find things in your computer,

check your calendar, open apps, files

and system settings, or set alarms and

reminders. It learns from your searches,

so the more you use it, the more personal

it can be. If it doesn’t know an answer,

Cortana will search online. To use Cortana,

type into the search box or speak using

your computer’s microphone.

Microsoft EdgeThis is Windows 10’s default

web browser – you use it to go online

and read websites. Edge has useful

features, including a reading mode

that strips away distracting webpage

content, such as adverts and sidebars

full of links, so you can focus on an

article. See p18 for more on using Edge.

Action CentreThis shows any system notifications,

such as an update being available.

The Action Centre appears as a vertical

panel when you click the speech

bubble icon on the right-hand side

of the taskbar. It provides quick links

and icons for common tasks, such as

turning wi-fi on or off and adjusting the

screen brightness.

Start Menu appsThe right-hand side of the Start Menu displays

customisable live tiles, including ones for Weather,

Photos and News. Applications, such as the

Calendar app, Music app or Microsoft Store, appear

here. You can add an app by first finding it in the

list of apps, right-clicking it and then choosing Pin

to Start. Tiles can be dragged into new positions

and resized. Right-click on a tile to remove it from

the Start Menu (this won’t uninstall the app).

TaskbarRunning along the base of the screen,

the Taskbar remains more or less

unchanged from previous versions

of Windows. You can switch between

open programs by clicking the icon

you want. Right-click on the icons

(see p9) for a list of recent files or

web pages opened by the program.

Get to know your computer


How to use your mouse or trackpadControl your computer with ease by learning how to get the most from your mouse or trackpad

Most desktop computers

come with a mouse, while

laptops favour a built-in

trackpad (also known as

a touchpad – see right).

However, if you prefer to use

a mouse with your laptop,

you can simply plug one into

one of the laptop’s USB ports.

Place the mouse next

to your keyboard on a

smooth surface – ideally,

a mousepad. You can place

it to the left or right of your

computer, as you prefer.

MOVE

PINCH

SLIDE

TAP

Hold and moveCradle the mouse gently

in your hand. Slide the

mouse slowly in any

direction. As you move

it, the on-screen cursor

will move along with it.

Trackpads on laptops typically consist of a flat area with

two buttons below. The left button is used for left-click

mouse actions, such as selecting and opening items, while

the right button performs right-click mouse actions, such

as opening a shortcut menu.

Laptop trackpads

MovingMove your finger across

the touchpad surface

and the cursor onscreen

will move along with

it in the same direction.

Slide to scrollTo scroll through

documents and webpages,

place two fingers on the

trackpad and slide them

across the surface. You

can scroll left and right,

up and down, or both.

Pinch to zoomPlace two fingers on

the touchpad and move

them farther apart to zoom

in, or pinch them together

to zoom out.

Single tapUsing one finger, a single

tap on the trackpad has the

same effect as left-clicking

with the mouse. It lets you

select a file or open a link,

for instance.

Left-clickThe left mouse button

will be the one that you’ll

predominantly use. Single

click to select an item or

follow a web link. Double-

click (press twice in quick

succession) to open

a program or file.

“ Your laptop will have a trackpad, but you can plug in a mouse if you prefer ”

MOVESLIDE

PINCHTAP

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Mouse settings

You can change mouse settings in Windows. Click Start > Settings > Devices > Mouse & Touchpad for options.

DragMove your cursor over an

on-screen item (such as a

file on your main computer

desktop screen), then press

and hold down the left button,

then move the mouse to drag

the item across the screen.

Release the button to place

the item in its new location.

You can use this technique

to highlight text, too.

Right-clickPressing the right-hand

button while pointing to an

on-screen item often reveals

a menu of useful functions.

Simply click on the function

you want.

Scroll wheelClick once and roll the

scroll wheel towards or

away from you to move

down or up a page.

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BackspacePressing this

deletes words

‘backwards’

(behind the cursor)

– see also Delete.

DeletePressing this

deletes words

‘forwards’ (in front

of the cursor) –

see also Backspace.

F7Launches a

spell-checker

in Word. Shift

+ F7 launches

the thesaurus.

F-LockThis key can turn

the Function keys

(F1–F12) off and

on, or change

their functions.

Caps LockThis will capitalise

all of your text

automatically – you

only click it once,

rather than holding it

down. Press the key

again to reverse this.

ShiftHold down Shift

to capitalise a letter

or to give you

alternative symbols

if you hit a number.

EnterIn Word, this starts

a new paragraph.

It’s also used to complete

actions, such as finishing

an online form.

Home and EndIn Word, Home will

move the cursor to

the beginning of a

line. End will place

it at the end of a line.

TabWhen filling out

an online form,

such as your

delivery address,

pressing Tab

moves your

cursor to the

next text box.

In Word, it will

indent your text.

Windows keyThis opens the

bottom-left Start

Menu, showing a list

of programs, plus

the Windows search.

Space barAs well as inserting

a space when typing,

if you hit this while

watching a video, it

will pause the playback.

Number pad Laptops rarely have

a number pad, but

desktops often do. It’s

good for calculations,

including in Excel. It

has plus and minus

symbols, while the *

key works as ‘multiply’

and the / key works as

‘divide’. You can press

Enter to calculate

a sum. The Num Lock

key turns the number

pad off or on.

InsertIf you find that when

you type the text in

front of your cursor is

deleted, hit Insert to

stop this happening.

Ctrl + SSaves the file you’re

working on. You can

use Shift + Ctrl + S (or

press F12) to ‘Save as’

and change the name.

Ctrl + CCopies a file or text.

Press Ctrl + V to paste

the file or text. You can

use these commands in

most programs (see p14).

Ctrl + ZThis will reverse your

last edit or action,

just like clicking the

Undo command in a

program’s top menu.

Ctrl – and Ctrl +In a web browser,

press and hold Ctrl

and +/– to zoom in

and out of the page

you are viewing.

Ctrl + Shift + T If you’ve accidentally

closed a tab on your

web browser, this

handy shortcut will

re-open it for you.

How to use your keyboardImportant keyboard functions and key combinations explained

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Save a file

Open, close and save a fileWe explain how to find and open programs and files on your computer

Your new computer may come with a free trial of

Microsoft Word, used for typing letters and other

text documents. Here, we use Word to illustrate

how to open, close and save files, but you’ll find

that many other programs work in a similar way.

Open a new blank Word document■ Click the Start button (the Windows icon

in the bottom-left) and then the Word icon

to open the program. If you can’t see the

icon, click Start, scroll to Office then click Word.

■ On the Word screen that opens, click the

first option for Blank document. A new blank

document will appear. Alternatively, click File

at the top-left of the page, then click New

> Blank document to open an empty page.

There are templates available, too. These

■ With the Word document open, click

File at the top, then click Save. If this is

the first time you’ve saved your document,

the Save As panel will open (see right).

■ The Documents folder is usually the

best place to save Word files, but you can

browse through your computer folders and

set a different save location if you prefer.

■ Word will give your document a file

name based on the first words in your

document. You can keep this or type

a new name for the file.

■ Click Save.

Save versus Save As When saving a file for the first time,

you’ll see the Save As option. This lets

you name your file and choose where

you want to save it. Once you’ve saved

a file for the first time, clicking File and

then Save overwrites the existing file

with any changes you’ve made.

If you’re working on a file that you

have already saved, but want to save the

changes you’ve made under a different file

name, use the Save As option. Click File

and select Save As to view the save options

again. Choose a new name for your file.

Open an existing fileIf you’ve previously created

and saved a Word document,

or if you’ve been sent one via

email and want to open it, open

Word and click File on the top

menu, then click Open.

■ If you’ve opened the file

recently, click Recent Documents

and select it from the list of

documents shown.

■ To see the files you’ve saved

locally on your computer, click

Computer then Browse. Select

the Word document you want

to open and click Open.

are pre-designed documents, such as letters,

invoices or newsletters.

Close a documentClosing a Word document is simple. Click File

and then Close (or press the Ctrl and W keys

on the keyboard). If you haven’t saved recently

(see right), you’ll see a message prompting you

to save before you close the file, otherwise

your changes will be lost. Once the file is

saved and closed, it will disappear from view.

Where files are storedMany programs save files in a default location.

By default, Word uses the Documents folder on

your computer, while a photo-editing program

typically saves a photo in the Pictures folder.

“ By default, Word saves files in the Documents folder on your computer ”


Copy, cut and pasteDuplicate files, pictures or passages of text using the copy, cut and paste commands

Top menu optionsMost programs give you ways to cut, copy

and paste from the menu options along

the top of the program.

■ In programs such as Word and Excel, click

the Home tab on the menu along the top

of the window, then click Copy, Cut or Paste.

■ In non-Microsoft programs, you’ll typically

see an Edit menu at the top. Click Edit and

then click Copy, Cut or Paste from the

drop-down menu.

When you copy a selected

item, a duplicate is created.

It’s stored in your PC’s

clipboard, ready to be

pasted elsewhere.

To copy a selected item, you

can do one of the following:

■ On your keyboard, press

and hold down the Control

(Ctrl) key and press the

C key.

■ Alternatively, right-click

on the item and then select

Copy from the pop-up menu.

When you cut a selected

item it’s stored on the

computer’s clipboard – just

like with copy. However,

when you cut an item, it’s

deleted from its original

location. Our advice is to

use cut sparingly – it’s all

too easy to accidentally

delete something altogether.

Copy is a safer option.

To cut a selected item, you

can do one of the following:



(Ctrl) key and then press

the X key.

■ Right-click on the item

and then select Cut from

the pop-up menu.

Once an item is on the

clipboard, you can use

the paste command to

insert it in a new location

of your choice.

To paste an item from the

clipboard, click your cursor

at the location where you

would like the item to be

pasted, then do one of

the following:



(Ctrl) key and then press

the V key.

■ Right-click anywhere on

an empty area of the window

or desktop and then select

Paste from the pop-up menu

that appears.Using the clipboardThe clipboard is where things are saved after

they have been copied or cut. It’s a temporary

holding space for items you want to paste.

The clipboard can only save one thing at

a time, so when you copy or cut something

else, the clipboard automatically deletes the

previous item. The clipboard is also emptied

when you switch off or restart your computer.

However, when you paste an item from

the clipboard, it isn’t then removed. You

can paste the same item again until you

cut or copy something else.

Copy Cut Paste

which.co.uk ❘ 15


What you’ll need to get onlineConnecting your home to the internet (usually

referred to as broadband) for the first time can

be straightforward. To do so, you’ll need a

working phoneline. But if you get your phone

service from BT, you’re not obliged to use BT

for your broadband. There are lots of competing

broadband companies, and some good deals

that make your first year better value. There are

a few charges for receiving home broadband:

■ Landline charge You’ll need to pay a landline

phone fee (monthly or quarterly), regardless

of whether you actually make calls from your

home phone. Your broadband is typically

delivered by the same landline cabling.

■ Broadband charge This is a monthly fee.

The cost depends on the speed and data

allowance that you’ve chosen.

■ Data limits Most broadband services give

you unlimited data – this means you can use

the internet as much as you want without

incurring extra charges. It’s best to get an

unlimited data contract if you often watch TV

or movies online, on BBC iPlayer for example.

■ Superfast fibre broadband You can pay more

for a ‘superfast’ broadband contract. These use

fibre cables rather than regular copper lines.

Not all areas can receive superfast broadband.

ADSL broadbandADSL broadband uses BT’s copper-wire

phone network. This is the most common type

of broadband, and it’s available to more than

99% of UK households. To get it, you need a

fixed phone line, and there are many available

from different line-rental providers, such as the

Post Office or Sky, that also use BT’s network.

Advertised download speeds range from

2Mbps to more than 24Mbps. But the speed

you’ll actually be able to get depends on

many factors – most importantly, your home’s

distance from the nearest phone exchange.

Superfast fibre broadbandBT, Sky, Virgin Media and other broadband

providers offer faster cable and fibre

broadband packages at a range of speeds

up to 120Mbps. It’s only worth paying the extra

for superfast broadband if you’re frequently

online, downloading lots of movies or

watching services such as BBC iPlayer.

Virgin Media is available to around 50% of

the UK, while BT’s fibre service is available to

eight million UK homes, mostly in urban areas.

Some providers offer discounts if you take

a package of more than one service from

them, for example digital TV, home phone,

broadband and mobile phone contracts.

What is wi-fi?Wi-fi is wireless internet. When you start a

new broadband contract, you’re usually sent

a wireless router for free. This beams internet

around your home – you can connect to it on

a computer, phone or tablet using a private

password (printed on a label on your router).

All laptops and tablets have built-in wi-fi, so

you can connect to the internet without the need

for cables. This gives you the freedom to send

emails and surf the web anywhere in your house.

Which provider is best?To compare broadband providers, it can help

to go online – which is a problem, if your home

isn’t connected to the internet! Try using a

relative’s or friend’s connection, or a local library,

to search online for the best broadband deals.

■ If you set your mind on a provider, call them to

discuss which package best suits your needs.

■ Once you’ve agreed the conditions of your

contract, your line will be activated to carry both

broadband and voice calls at the same time.

■ There may be a charge for line activation

and you may have to wait a few days for

it to be up and running.

■ Once it’s activated, you’ll need to connect

your router and configure your laptop. Some

providers will send an engineer to do this.

Get the internet

■ Router and setup charges Most broadband

providers give you a router for free or as part of

your contract. There may be initial set-up fees.

How to choose a broadband serviceYou’re likely to see lots of adverts for various

broadband companies, all boasting about

excellent deals for new customers. The most

important thing is to get the deal that’s best for

you. Broadband contracts may last 12 months

or longer, so make sure you’re getting exactly

what you need.

■ Download speed The faster the download

speed, the more expensive your contract.

Speed is measured in Megabits per second

(Mbps). For day-to-day browsing, emailing and

watching online programming, such as Netflix,

it’s worth getting a minimum speed of 5Mbps.

If you’ve never had online access at home before, don’t fear – in a few easy steps, you can get your household online

“ You can pay more for a ‘superfast’ broadband contract. These use fibre cables rather than regular copper lines ”

iFind out moreWhich? members can read our reviews of broadband

deals at which.co.uk/broadband. We survey real customers to see which services they recommend.


RefreshClicking this reloads a

webpage. It’s a useful

way of seeing updates

to a page, or restarting

a page that is stalling.

SearchSome browsers

have a separate

search bar, but

most let you

search within

the address bar,

as shown here.

You can search

by typing in

words or phrases.

http/httpsAll webpages start

with either ‘http’ or

‘https’. The addition

of an ‘s’ means the

webpage has extra

security – look for this

when you’re shopping

online and need to

enter your payment

card details.

Reading viewClick the book icon

to activate reading view.

This removes adverts and

banners, making it easier

to read the main page.

Quick bookmarkClick the star icon

to bookmark the

webpage that you’re

currently on.

More actionsClick the three dots to see

a menu of handy options,

including private browsing

and zoom buttons to make

a webpage easier to read.

List of bookmarksBookmarks let you keep

easy access to your

commonly used websites.

Click the Hub button

and then the star icon

to see a list of all your

bookmarked webpages.

TabsLets you view

multiple pages at

once. Click here

to open a new tab,

or press Ctrl+T.

Back/forwardThese navigation

arrows let you go

backwards and forwards

through the web pages

you’ve visited, much

like flicking through

the pages of a book.

Address barShows the address

of the webpage.

To visit a different

webpage, type the

address here and

then press Enter.

Home buttonThis takes you to

the first page that

you see when

you open your

web browser.

This is usually set

to a default page,

or you can pick

a website of

your choice.

HistoryClick the Hub button

and then the clockface with

a backwards arrow to

see a list of the webpages

you’ve already visited.

Click any entry to revisit it.

DownloadsClick the Hub button

and then the down-arrow

to see a list of all the files

that you’ve recently

downloaded. Click on a

file to open it or the cross

to remove it from your

Downloads area.

SettingsIn Edge, this is found at the

bottom of the More actions

menu. Here, you’ll find

display and privacy options.

Hub buttonGives you access to

Bookmarks, a Reading List,

History and Downloads.

Learn to use your web browserMicrosoft Edge is the browser that’s built into Windows 10. You use the browser to go online and visit webpages


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Get started with emailDon’t feel left out if everyone you know is already emailing – we show you how to get set up with your own email account

Click Sent

Mail to see

the emails

you’ve sent.

The number in

brackets tells

you how many

unread emails

you have.

Click the

Delete button

to remove

an email.

You can save

emails into

relevant folders,

and create your

own email labels

(eg ‘Book club’).

The Settings

button lets you

change things

such as the

font and layout

of your inbox.

Use this search

box to find emails.

Try searching for

a person’s name to

find emails from them,

or enter a specific

word or phrase.

Click here to Reply to the

sender. Or use the arrow

on the right to select

Reply to All (to everyone

the email was sent to) or

to Forward the email to

a different person.

The Junk folder

collects spam

messages. Check

it occasionally in

case any emails

that you do want

end up in here.

Click the Print

button to print

an email.

Create a webmail account

In this example we’re using

Google’s free Gmail service

(illustrated left):

■ Open your web browser,

type www.gmail.com into

the address bar and press

Enter on the keyboard.

■ Click Create an account.

■ Enter the required details

in the sign-up form, including

your chosen username –

which will form your email

address – and a password

of your choosing.

■ You’ll need to tick a box to

accept the service’s terms and

conditions and privacy policy,

then click Next to continue.

■ On the Create your profile

page, you can Add a photo if

Webmail is a free email service that can by used from any computer, and is provided by a third party, such as Google, rather than your internet service provider. We recommend you avoid using an email service given by your internet provider, as this can tie you into always using them. Once you’ve set up a webmail account, you can read and send emails on any device by logging into your account.

Set up your contacts

■ To add a contact, click the word Gmail (or Mail) at the top-left

of the window and select Contacts. Gmail’s Contacts window

should open in a new tab.

■ Click New Contact – the red circle at the bottom-right of

the screen. Once you’ve added your first contact, this button

will become blue for adding subsequent new contacts.

■ Type the person’s name and add the information you want

to store about the person. For example, click Add an Email

and type the person’s email address. Finally, click Save.

Most email accounts have an address book, so you don’t have to remember email addresses. You can also add phone numbers, birthdays and postal addresses.

you want to or skip this step.

■ A welcome page will

appear. Click Continue to

Gmail to view your email.

Logging in and outEach time you use your

account, you’ll need to

sign in with your username

and password, unless you

choose to remain signed

in permanently. To always

stay signed in, tick the ‘Stay

signed in’ (or similar) box

when you log in (but avoid

doing this on a shared or

public computer).

To sign out, click your name

at the top-right corner of the

page, and select Sign out.

What do I need?

Once you’ve set it up, your email address will be unique to you, and you alone can see the emails that are sent to it. It’s usually free to set up an email address.

An email address, such

as yourname@gmail.

com, is made up of the

following parts: your

chosen username; the

@ symbol (‘at’) followed

by the email provider’s

name, such as ‘gmail.com’

or ‘outlook.com’.

Popular webmail services

include Gmail, Outlook

and Yahoo!.

iFind out moreFor more tips

on setting up webmail or getting more from your email account, visit which.co.uk/email-accounts.


Keep your computer safeProtect your computer from dangerous viruses with a few simple security measures that will combat digital threats

As with venturing out in the real world,

there are risks when you go online. But with

a few simple precautions you can enjoy all

the benefits of the internet, secure in the

knowledge that your personal information

is protected. Above all, don’t be afraid to use

your computer. Scams and viruses can be

avoided with good sense and some basic

know-how. We’ll show you how to enjoy the

best of the web while remaining secure.

What are virusesA virus is a piece of malicious software, or

‘malware’ as it’s commonly known. Typically,

viruses are created by criminals in order to steal

personal information or cause damage to your

computer. Spread over the internet, malware

comes in a number of guises.

Much like the common cold, a virus spreads

quickly from computer to computer. It’s easy to

pick one up by doing certain activities, such as

downloading files from unusual websites,

opening suspicious email attachments or

visiting infected websites. Viruses are often

disguised as funny photos, greeting cards,

music and video files.

Scan for viruses in WindowsWindows 10 has an antivirus program built-in,

called Windows Defender. This scans for

malware on your PC. To run a scan with this

program, type defender into the Windows

How can I tell if my computer has a virus?Look out for these common signs of a virus infection. If you spot any, it may be time to run a scan for malware.

Pop-up alertsUnexpected pop-up windows and

error messages may indicate a virus.

Files lockedFiles that are encrypted, so you can’t

open them, could signal a virus attack.

Sluggish computerA virus can result in a slow-to-start

computer or sluggish running speeds.

Glitchy programsPrograms may open or close

automatically or your computer

may freeze or shut down for no reason.

search panel and select Windows Defender to

bring up the software’s control panel.

You can choose to run a Quick Scan or Full

Scan from the options on the right-side of the

home page. A quick scan examines only the

drives and folders most likely to contain bugs,

while a full scan can take a long time, but will

look in every nook and cranny or your PC for

malware. Infected files will be cleaned, and

the sources of the virus will be disabled

(‘quarantined’) or deleted.

“ Viruses are often disguised as funny photos, greeting cards, music and video files ”

iFind out moreNot all security software is built alike. We test to find

out which programs keep your PC safe. Visit which.co.uk/antivirus.

High activityA hard drive that’s more active than

normal – continually making a noise

– can be a sign of an infection. Likewise, a busy

home broadband connection may be caused

by a virus sending information back and forth

across the internet.

Antivirus disabledSome viruses disable your

computer’s protection: so, if you’re

struggling to open or install an antivirus

program, your computer may be infected.

Sending spamIf friends receive strange emails

or messages from you asking them

to click on attachments or links, a virus may

have hijacked your accounts. Change your

email account’s password immediately.


I’ve never banked online before – how do I get started?Banks actively want their customers to bank

online and generally aim to make the process

of getting started straightforward. You can

either begin in the local branch of your bank,

explaining to the staff what you’d like to do,

or head to your bank’s website and click

Register or Get Started under the internet

banking section. In both cases, you’ll need

to supply some details, including your account

or card number. You’ll also need to confirm

your date of birth, full name and address.

Can I start immediately?For first-time customers of online banking,

there’s typically a short wait. You may be

posted some confirmation details to your

home address. This letter will contain the

information you need to log in for the first

time. It’s safer this way, ensuring that only

genuine customers get to log in to their

own bank accounts.

How do I log in to my account?The welcome letter you receive should explain

everything you need to know. Generally, most

online banks use a combination of security

steps to log you in safely to your account.

Some banks will

send you a card

reader (it looks a

bit like a

calculator). You put

your bank card

into this and follow

instructions on

Online bankingYou can transfer money or check on your bank balance all from your computer, once you get started with online banking

screen to receive a secure code. It’s likely

you’ll be sent a unique online banking

password or passcode by your bank, as well.

What can I do with online banking?Online banking lets you check your bank

balance, transfer money between your own

accounts and send money to other people

instantly. There are security measures in

place for all of this. For instance, if you tried

to send money to someone’s account and

you’d never done so before, the bank would

ask you to confirm some security details.

Some banks will text a security code to your

mobile phone, for example.

Can I bank on a tablet or smartphone?All the main banks have apps you can install

for free to a tablet or smartphone. They

sometimes have additional security measures,

such as fingerprint ID, if your phone supports

it. You can check your balances and transfer

funds via these apps with ease.

Do I need to be careful?Some basic precautions will ensure you are

banking online safely. Never share your online

banking login details or passwords, and never

keep them written down or stored somewhere

obvious for others to find. When visiting your

bank’s website, double-check that it’s the

official one. Remember above all, banks will

never email you asking you to supply your

account details or to update them by logging

in. This is a classic ruse used by scammers.

For more advice on banking securely online,

visit which.co.uk/banksafely.

Set up an online shopping accountBefore you buy from most online shops, you’ll

need to create a customer account with them.

This involves making a username – usually your

email address – and choosing a password.

Go to the website (such as amazon.co.uk)

and click either Create account or Register.

Follow the

instructions to

create an account.

When you visit the

website again, you

can click Sign in

and enter your

username and

password.

You’ll need to

enter your contact

details, delivery

address and

the details of the

credit or debit card you wish to pay with.

The online store saves this information

securely, so the next time you visit the

website, it remembers who you are.

Online shoppingGrab yourself a bargain online with our guide to buying things securely on the internet

Checkout and paying

1 Add to your basket Most online shops

use virtual shopping baskets. When

you see an item you want to buy, click the

button that says Add to basket (or similar).

You can carry on shopping, or click View your

basket to delete items or change quantities.

2 Proceed to checkout When you’ve

finished shopping, click the Proceed

to Checkout button (or similar). You should

be given the chance to check details of

your chosen items before placing the order.

You can also select delivery details. Standard

delivery for most online stores is typically

three to five working days. Many offer faster

delivery options for an extra charge.

3 Pay and confirm You’ll now see a

confirmation page with details of what

you’ve just bought and an order number.

Keep a note of this until your goods arrive.

A confirmation receipt will be emailed to you.

Returning an item

You can cancel an online order as long as you do so within 14 working days of your goods arriving. You then have another 14 days to return the unused item. Some retailers, such as John Lewis or M&S, offer even more generous windows for returns.

Getting a refund

To get a refund, you’ll need to return the item to the seller. You can either return items to one of the retailer’s physical stores or by post or courier service. The retailer will list the return methods on its website, normally under the Returns & Refunds section. For more detailed advice on your rights as an online shopper, visit which.co.uk/online-shopping.


Ask our experts We help Which? Computing members to troubleshoot everyday computing issues and technology troubles

Scam call

Q I have just received a call purporting to be from Microsoft, telling me that

there’s a virus causing my computer to run slowly. It wants me to open up my computer so it can access it.

A We receive lots of queries from members

following similar phone calls. It’s a scam

and not remotely connected to Microsoft or

any official company. Never give access to

your computer to anybody that cold calls you

like this. Microsoft will never call a customer in

this fashion. Stand your ground and hang up.

Is email secure?

Q In opening a new account with a financial firm, I’ve been asked to scan

my passport and driving licence and send the pictures to the company. Is it safe to send them by email?

A Generally speaking, email is as secure

as the two services involved – that is,

the email service you use, and the one used

by the company you’re dealing with. Most

email providers these days use multiple

security measures, including encryption, to

prevent the contents of emails (including

scans and other attachments) from being

viewed by prying eyes. However, the most

important thing is that you have trust in the

company involved. Look up some reviews of

them online to check that others have had a

positive experience of their service. If you still

feel in any way uncomfortable, ask the

financial firm you’re dealing with if you can

send photocopies of your documents in the old

fashioned way – by recorded postal delivery.

Cursor settings

Q I have just upgraded to a Windows 10 computer. After a few days, the mouse

changed from the usual white arrow to a black indicator and, more recently, it turns red when a file is selected. The mouse also appears to be more jerky? How do I revert to the usual cursor appearance?

A To access and change your mouse or

touchpad settings in Windows 10, click

Start > Settings > Devices > Mouse &

Touchpad. At the bottom, you’ll see a link

called Additional Mouse Options. Click on

this. You should now find a selection of

options under Mouse Properties, including an

option to change the cursor speed and its

appearance (under Pointers). You can typically

make it larger or smaller, or change the colour

from black to white.

Invisible printer

Q I’m having some trouble connecting to my printer at home. The printer

is connected via an ethernet cable to my wireless router. Ethernet also connects my desktop PC to the router and the print function works fine. I now want to connect my laptop to the network and print from it, but this is not being recognised either. What am I not doing properly? I have already cancelled everything and reinstalled the lot.

A It’s worth adding the printer to your

computer manually, by scanning for it

in the Control Panel (see below). Make sure

the printer is on and the laptop is connected

to the router and has full signal, and follow

these steps:

■ Open Printers by clicking Start > Control

Panel > Hardware and Sound > Printers.

Click Add a printer.

■ In the Add Printer Wizard, select Add

a network, wireless or Bluetooth printer.

■ In the list of available printers, select the

one that you want to use, and then click

Next. You may need to install a printer

driver at this point. If you’re prompted for

an administrator password or confirmation,

complete this to continue.

■ Complete any additional steps in the

wizard and then click Finish.

Double trouble?

Q My partner and I frequently want to use the computer at the same time. I’ve

decided that I would like to have one of my own. Will it work to have two computers running at the same time on the same wi-fi network, or will they slow each other down?

A Running two computers at once

should not slow either of them down.

Depending on the broadband speed you

have in your home, it is possible that you’ll find

things are slower to download if you’re both

trying to download larger files at the same

time. This may also be the case if you’re both

trying to stream films or TV shows at the same

time (for instance, if one of you is on Netflix

and the other is watching BBC iPlayer). Even

so, most networks are geared up to having

multiple devices using them, so you shouldn’t

suffer unduly.

Switch off Defender

Q Please advise whether I would need to disable Defender in Windows 10 to be

able to run an alternative security package. Is it straightforward to disable Windows Defender, and where on my computer would I find this option, please?

A You will indeed have to disable Windows

Defender if you want to use another

security tool instead. This is because you

can’t have more than one antivirus program

running at the same time. Attempting to do

this can result in them both seeing each other

as a threat, which will usually result in your

computer grinding to a halt. To switch

Defender protection off, search for defender

in the Windows 10 search bar, then click the

Windows Defender link. In the window

that opens, click Settings. Under Real-time

protection, switch the slider to the Off position.

Next, install your new security software – try

not to leave it too long, as your PC will be

unprotected until installation is complete.

iFind out moreFrom problems with printers to online security tips, visit

computing.which.co.uk for a wealth of uncomplicated articles and videos. Which? Computing members can also contact our friendly Helpdesk team for one-to-one computing advice via email. Visit the website and click Ask our experts directly.

Jargon buster■ ADSL (Asymmetric digital subscriber line) Standard

copper wiring for regular

broadband connections. It’s

slower than fibre broadband.

■ Antivirus Software that

scans your PC for viruses

and removes or quarantines

potential threats.

■ App (application) An

app could be a game, a

calculator or a more complex

piece of software. It’s more

common to refer to ‘apps’

for smartphones and tablets,

and ‘programs’ for laptops

or desktops, although

Windows 10 uses apps

as well as programs.

■ Browser The software you

use to browse the web and

visit websites. Edge is the one

that’s built into Windows 10.

■ Cursor The symbol on the

screen that indicates where

the mouse is pointing.

■ Desktop The main

computer screen you see

when your computer has

started up. It shows a list

of programs or shortcuts to

common files and settings.

■ Download To take a file,

image or program from the

internet and save it onto

your computer.

■ Driver Software that helps

your PC communicate with

another device, eg a printer.

■ Ethernet The (usually

yellow) cable that you can

use to connect a computer to

your router, as an alternative

to using wireless internet.

■ Fibre High-speed cables

for faster home internet

connections. Pricier than

regular copper-line internet.

■ Firewall One of the tools

that protects your computer.

It stops you from visiting

dangerous websites and

blocks unsafe programs from

accessing the internet.

■ Gigabyte (GB) A large

amount of data. A two-hour

digital movie could be 2GB in

size, while your PC might have

500GB of storage space.

■ Hard disk (or hard drive) The primary long-term

storage space used by your

PC to store data and files.

■ ISP (Internet Service Provider) The company that

provides your home internet

connection – for instance, BT.

■ Malware A generic term

for any program that is

harmful to your computer

– a virus, for example.

■ Mbps (Megabits per second) The measure used

for the speed of broadband.

■ Operating system The

main software that lets your

computer run – Windows 10

is an operating system.

■ Phishing A scam whereby,

in order to trick you into

giving away your personal

or financial details, someone

sets up a fake webpage or

email imitating an official

service or site.

■ Router A small box that

creates a home network,

letting you connect to the

internet. You’ll normally be

sent a router when you start

a new broadband contract.

■ Software A general term

for programs or applications

used on computers.

Microsoft Word is an

example of a program.

■ Spam Unsolicited ‘junk’

email. It’s difficult to avoid

spam entirely, although you

can delete it or block specific

spam senders within your

email account settings.

■ USB (Universal Serial Bus) A common connection on

your computer. You can plug

a keyboard or an external

hard drive into one of the

USB ports on your computer,

for example.

■ Virus A type of malevolent

program that can spread

between computers.

■ Webmail A type of email

service, accessed through

a web browser or app.

■ Wi-fi The common name

for wireless internet.

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