faq customers pcguard Virgin Media

Security is absolutely vital if your computer is connected to the Internet. Viruses, hackers and annoying pop-ups can damage your PC and spoil your enjoyment of the Internet. Anti-Virus software and a firewall are the first lines of defence against these threats.

PCguard is a package of security services which can keep you safe and secure online. PCguard services includes Anti-Virus, Anti-Spyware, a Firewall, Parental Control, a Pop-Up Blocker, Identity Theft Protection and Privacy Manager - all combining to provide full and comprehensive online protection.

The main features are:

PCguard
Anti-Virus - provides you with full-scale protection against malicious viruses, worms, and Trojans. Our powerful Anti-Virus software runs in the background, to block virus attacks.
Firewall - blocks other users from accessing your computer while you are on the Internet.
Pop-Up Blocker - prevents annoying pop-ups from interrupting your Internet browsing experience. It keeps your Internet connection clean, uncluttered and fast.
Privacy Manager - cleans traces of information left behind from Windows and your browser, prevents personal information from leaving your computer, and manages your cookies.

PCguard Total
Identity Theft Protection - compares the addresses of the websites you visit against a list of known fraudulent sites, and warns you if the site is on this list.
Parental Control - blocks thousands of inappropriate websites, provides tools to help you control what programs (like Chat) your kids use, flexible enough to allow you to over-ride for any reason.
Anti-Spyware - blocks software that can track your Internet use and steal your personal information.

Simply check that your PC meets the minimum requirements, download PCguard, and follow the on-screen instructions.

Yes. You just need to uninstall Netguard, download PCguard, and follow the on-screen instructions. PCguard is the same basic software as Netguard and works exactly the same, but it just looks slightly different, so you should easily be able to get used to the new packaging. It has additional features like Identity Theft Protection, and it has also been updated to reduce known support issues and improve your security.

PCguard is very easy to install and use, but if you do have a problem, try visiting the Installing and using PCguard section of our technical support pages.

Yes. We can help you with any problems you may have with PCguard. There are several ways that you get help:

PCguard Anti-Virus automatically checks for new viruses every 3 hours, so that it recognises the very latest threats in circulation on the Internet.

No Anti-Virus software can guarantee to be 100% effective against all future viruses. To make sure you are protected you need to be careful and use a combination of Anti-Virus, Anti-Spyware and a firewall, and take care on the Net. Therefore we recommend that you apply all Windows updates and continue to be careful when online, especially with regard to emails with attachments from people you don't know.

It is possible that the Anti-Virus package you got with your new computer was a trial version. Trial packages may run out and will not be updated to deal with new viruses, which are being created every day. Out of date Anti-Virus software is completely useless. By installing and using PCguard free, you will help to ensure your PC is secure and protected from viruses. If you are not paying for the subscription on the Anti-Virus package you got with your computer, then it's likely that it is not protecting you.

PCguard Anti-Virus will block some forms of spam that contain viruses. Virgin Media also uses spam filters on all email that come through our email systems.

You can install PCguard on up to three PCs in your home, as long as they all meet the minimum specification required to run PCguard . PCguard is ideal for home networks.

No. PCguard unfortunately does not work on Macs. For more info on Mac security, visit the Mac security website.

Once installed, PCguard automatically updates itself every three hours and prompts you if there's anything you need to do. We do recommend you run regular scans of your PC - see the options within the PCguard programme itself in the Anti-Virus section.

No. Virgin Broadband Help & PCguard are all totally compatible, and therefore do not interfere with each other.

No. PCguard has been tested with Broadband Extras and they do not interfere with each other.

PCguard will not work while you are connected on another ISP's network. It will start to work again once you reconnect to Virgin Broadband.

PCguard is only available to Virgin Broadband customers, so it will stop protecting your computer if you no longer subscribe to one of our Internet services.

If a password is used to lock PCguard, you must enter it in order to shut it down or make any changes to your preferences. This prevents against unauthorised changes to your settings. If the password is lost, it cannot be recovered. However, it can be deleted and a new password created. For instructions on how to do this, click here.

PCguard Total is the complete package of PCguard services, including all of the basic elements of Anti-Virus, Firewall, Pop-Up Blocker and Privacy Manager, plus the premium elements, Identity Theft Protection, Anti-Spyware and Parental Control.

You will find more details and instructions on the PCguard Total page

You will be able to use them immediately if you upgrade.

You can upgrade your broadband service online at virginmedia.com.

To cancel PCguard Total or downgrade your Broadband service, please call us on the Customer Services number, which you'll find in the Contact Us section of our website.

Yes. PCguard is very similar to Netguard, with many of the same features and settings.

A virus is a tiny program that is specifically designed to add itself to your computer without your knowledge or permission. The virus can corrupt your data and damage files. PCguard Anti-Virus helps to protect your computer by working behind the scenes to detect and disinfect or delete viruses. We recommend that you perform a weekly Anti-Virus scan on your computer.

New viruses are created every day, but when you're connected to the Internet, PCguard Anti-Virus automatically checks for updates every few hours to make sure your PC will be protected from new viruses.

If you currently have Anti-Virus software that you pay for, you could continue to use it. When your subscription runs out you can save money by using PCguard instead. However, if you are using out of date Anti-Virus software, or you would prefer to use PCguard, then you should uninstall your current Anti-Virus package as per the instructions supplied with that package. We strongly recommend that you uninstall your current Anti-Virus before you install PCguard. Having two sets of Anti-Virus software could cause software conflicts or slow down your computer. PCguard Anti-Virus is free.

No. You will not gain any additional protection. Also, having two different Anti-Virus programs on the same computer can sometimes cause conflicts that could cause both of them to be ineffective.

Yes. In addition to PCguard Anti-Virus scanning your folders and files, it will also scan email attachments for increased protection against viruses, worms and Trojans.

For more detailed information, visit the Anti-Virus section of our Technical Support section.

Spyware is a small program that can sit on your PC and spy on your Internet activity without your knowledge. Fraudsters use spyware to steal your personal data, so your privacy can be threatened. This information can then be sold or passed on to advertisers or other third parties.
Spyware can track the web pages that you visit and the files that you download, to create a profile of your Internet usage. Once installed, spyware can:

Anti-spyware can spot this and delete the malicious software.

Spyware gets onto your computer in a similar way to viruses. Very often, it is hidden in untrustworthy websites you visit, but also from your email attachments or file sharing software. This often happens without you knowing, unless you have anti-spyware installed.

PCguard Anti-Spyware protects your privacy on the Internet by removing tracking software. It works in a similar way to PCguard Anti-Virus by scanning the memory and drives on your computer. If spyware is found then it can be deleted and recorded in a log. For PCguard Anti-Spyware to remain effective against spyware, we continuously update the files used for scanning your PC.

A firewall and Anti-Virus do not protect your system from spyware. Spyware can bypass your firewall and Anti-Virus and stay hidden for long periods of time without your knowledge. Viruses cannot be removed by Anti-Spyware. To ensure a safe experience online, you need to have Anti-Virus, firewall and Anti-Spyware on your computer. Spyware does not usually contaminate and infect one machine after another as viruses do. Also, spyware does not try to damage your computer, though it may slow it down. Spyware is designed to gather information and send it on to fraudsters and hackers.

Every 3 hours or so, PCguard Anti-Spyware checks to see if there is any new spyware in circulation on the Internet, and if there is, it updates its own list of threats, so that it recognises the very latest spyware and can protect against it.

For more detailed information, visit the Anti-Spyware section of our Technical Support section.

Broadband leaves your PC vulnerable to hackers stealing your personal information and installing malicious software that can damage your PC. PCguard Firewall detects, records and prevents attempted intrusion by hackers, and prevents unauthorised programs from sending information to the Internet without your knowledge.

Identity theft is when someone steals personal information, such as your bank account details, to use your identity fraudulently. Computer viruses are very often connected to identity theft in that they can expose your computer to hackers who want to steal your information. To prevent identity theft, you should always use a firewall on your computer. PCguard includes a Firewall free of charge.

No. The PCguard Firewall comes with a set of pre-defined rules. However, you can change them if you wish.

The PCguard Firewall scans all network activity and either allows or blocks the connection. This protects you from outside attacks. A firewall is necessary to keep unauthorised data from entering or exiting your computer. Any computer connected to the Internet is vulnerable, but the best targets are those with high-speed, always-on connections, such as cable modems. It's fairly simple for someone to find out if they can connect to your computer and then look for files to read or damage. High-speed connections are targeted because, being "always on", they are the simplest to track down and, being high-speed, can be used to do most damage.

While you are installing PCguard Anti-Virus only, you should disable or shut down any firewall or Anti-Spyware programs - this should only take a few minutes. After your computer has restarted and PCguard has been installed successfully, ZoneAlarm should restart automatically. You can check this by looking for the ZA icon next to your computer's clock in the system tray. PCguard Total now includes a Firewall, which you may wish to use instead.

No. You will not gain any additional protection. Furthermore, the presence of two different firewall programs on the same computer can sometimes cause conflicts that could jeopardise the protective capabilities of both.

For more detailed information, visit the Firewall section of our Technical Support section.

Identity Theft is a serious internet risk these days. Someone can steal your name and address, bank details, username, password or other details. Using this information, they pretend to be you and open fake bank accounts, take out loans, or use your credit card. The first you hear about it is when you get a nasty bill for something you haven't ordered, or a loan repayment request.

The most common way thieves get hold of your details is on what are known as "phishing" websites - websites that pretend to be well-known banks, and trick you into entering your details where they can be conveniently collected by fraudsters, for example telling you that your details need updating.

The Internet should be a fun place where children can learn and enjoy themselves too. However, the Internet is also home to websites and content that are not suitable for children. The Internet carries a wealth of information that most of us eagerly want to explore, but at the same time there is some information that you may not want your child to access. PCguard Parental Control is a content filtering service to protect your child from accessing inappropriate sites. This service is not a substitute for parental supervision, but it helps parents to control the type of content that is available to their child on the Internet.

When a child tries to visit a site, this request is compared to a database of millions of sites that are deemed inappropriate for children. If this site appears on the list, then it is blocked and cannot be viewed by your child.

Yes. If a child tries to access a site that contains inappropriate content, a new web page appears indicating that the site is blocked by Parental Control. There is also a small icon that appears on your computer when the security services are running.

You can create a 'Schedule Item' to allow children to use chat and game programs for limited time periods, after doing their homework for instance. This will override the Parental Control default settings for a limited time period. By default, Parental Control blocks inappropriate content and 'Restricted Programs' from connecting to the Internet.

When Parental Control is enabled, you must set a password. Only this password can be used to change the settings. When a child tries to change the settings, a window appears requesting the password.

No. Parental Control is a good first step in protecting your computer, but we recommend combining the PCguard Anti-Virus to detect any viruses, and PCguard Firewall to prevent unwanted hacking or information theft.

Yes. If you use Windows XP and you are logged in with administrator rights, PCguard Parental Control provides you with the flexibility to configure different XP accounts separately to suit the needs of all your family. Each XP account can have its own Parental Control settings, so you can set different preferences for different children, based on their age for instance. For more detailed information, visit the Parental Control section of our Technical Support section. For more detailed information, visit the Parental Control section of our Technical Support section.

If a password is used to lock PCguard, you must enter it in order to shut it down or make any changes to your preferences. This prevents against unauthorised changes to your settings. If the password is lost, it cannot be recovered. However, it can be deleted and a new password created. For instructions on how to do this, click here.

Pop-ups are advertisements that appear as a separate window while you are surfing the Internet. Some people find these annoying, as they can appear often, and slow down a browsing session. PCguard Pop-Up Blocker helps to eliminate these pop-ups so you can browse the Internet, hassle-free.

The Pop-Up Blocker and the Ad Blocker both block ads. The Ad Blocker blocks ads that appear within the web pages you visit. This can include banners and side panel ads. The Pop-Up Blocker blocks ads that pop-up or pop-under in their own separate window.

Cookies are files that websites sometimes place on your computer. Websites use these files to identify you when you return to the site. Cookies not only help sites to identify repeat visitors, but they also allow them to offer you a customised experience when you return to a particular site, for example remembering your personal preferences.

A tracking cookie is a cookie that is shared among two or more websites for the purpose of tracking your surfing. For example if you follow a sales lead from one website to make a purchase on another website, a tracking cookie can allow the retailer to work out how many users followed a particular ad to come to their website.

PCguard Privacy Manager gives you control over which cookies are allowed to stay on your PC. The Privacy Manager also includes options for you to decide to permit certain cookies to remain on your computer, by adding them to a "Trusted Web sites" list.