Email Spambot alert

You might have received a letter and/or email from Virgin Media to explain that we’ve been notified of spam emails originating from a device that uses your home broadband connection. If you have heard from us about this, there’s no need to worry. The advice on this page should help sort things out.

Why have you written to me?

We believe a device in your home has been infected with malware that’s sending spam and potentially fraudulent emails to other people on the Internet. We take these types of incidents very seriously, so when we think a customer of ours might have had an infected device, we send them an alert with advice on what to do next.

What’s happened?

We’ve received a report that suggests spam emails are originating from a device on your home network, this is an indicator that one or more of your devices may be infected with a type of malware.

We realise this is unlikely to be your fault, but this kind of abuse is against our Acceptable Use Policy. If the abuse continues we might have to suspend or cancel your broadband service.

For this reason, it’s important you follow the advice in this article.

What can I do about it?

We’re here to help and if you have a basic knowledge of computers and connected devices there are a number of steps you can take to secure your home network. Please apply these steps in order:

The easiest way to do this is by using an online virus scanner; some suggested sites are;

If you are using an Android or iOS device, you can find a variety of virus scanners on your device’s app store.

If you have an existing security package installed, please consult the instructions on how to remove infections from your device.

If you don't have an existing security package, F-Secure SAFE is included free of charge for 12 months with your Virgin Broadband and can be used on PC, Mac and Android devices to remove infections. ***

You can register for F-Secure SAFE by going to f-secure.com/virginmedia and creating an account. Once downloaded and installed it will immediately run a scan of your device.

If you already use F-Secure SAFE, make sure "Viruses and spyware scanning" is turned on.

Once the malware has been removed, you should change the passwords for all the online and email accounts you use.

If any of your passwords were obtained by a malicious third party as a result of the malware infection, it is highly likely they attempted or will attempt to use the same passwords across as many websites and online services as possible, in the hope that the same passwords is used for other accounts you use online.

When changing your passwords, it is important that you use different passwords for all your online accounts and pick strong passwords that are difficult to guess. For more information, please visit virginmedia.com/strongpassword.

Keep your operating system and application software up-to-date. Install software patches so that attackers can't take advantage of known problems or vulnerabilities. Many operating systems offer automatic updates. If this option is available, you should enable it.

In order to avoid future infections on your home network it is recommended that you turn on Virus Safe, which is available as part of our free Web Safe service which can be found within My Virgin Media. Web Safe will help you block access to web sites known to be infected or to distribute Malware. To access Web Safe just sign in to your account at virginmedia.com/myvirginmedia and select My Apps.

It is important to provide an up to date contact email address to enable us to advise you of any significant issues that may affect the use of your Virgin Media services. To update your contact email address simply sign in to your account at virginmedia.com/myvirginmedia and select My Profile.

In addition, it’s important that you check your mail forwarding rules to ensure that your emails aren’t being forwarded without your knowledge.

To check this in Virgin Media Mail webmail:

  • Go to mail.virginmedia.com
  • Sign in using your My Virgin Media username and password
  • Click the System Menu icon on the right side of the menu bar and then click the Settings menu item
  • Select the Auto Forward tab

This will display email addresses set to receive forwarded emails from your Virgin Media mailbox. If there is an email address you don’t recognise, and which you didn’t intend to forward your email to, then please select it and delete the forwarding rule.

How do I know I’m now safe?

If you have followed the above advice & have rescanned your device and found it to be clean, you should have resolved the issue.

If you would like further advice or to verify that this is a genuine Virgin Media communication then our community will be happy to help. Just visit virginmedia.com/community, select 'Help forum' and join in the conversation on the Security Matters board.

Where can I find further information and advice?

If you’d like further advice then our forum community will be happy to help. Just visit virginmedia.com/community and join the conversation on our Security Matters board.

You can find general security advice and articles on other vulnerabilities by checking Security Hub at virginmedia.com/securityhub

Internet Matters

Virgin Media supports Internet Matters: a not-for-profit organisation working with online safety experts to bring you all the information you need to help keep your children safe online.

For more information about Internet Matters, please click here

 

*Note: This article is intended to provide advice. Virgin Media is not responsible for any issues encountered in the course of resolving the issue and is not able to provide any technical support for such problems.

**Links to external sites are provided as a courtesy and virgin media is not responsible for the content of these sites or any issues encountered as a result of applying information from these sites. Virgin media are not able to provide any technical support for such problems.

***F-Secure SAFE Virgin Media Customer Offer: Registration and installation required. The 12 months free period is only available once per Virgin Media customer. Not available on BlackBerry Operating System. Current retail price £79.99. Up to 5 devices. 


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