What is a malware alert?
You may have recently received a letter or email from Virgin Media explaining that we have been notified that a device on your network contains malware. If you have received such a communication from us, please follow the advice given on this page to resolve the issue.
When we suspect that a customer has become infected with malware we will send them an alert giving an overview of the malware infection and advice on what to do next.
What has happened?
We work with a number of not-for-profit organisations across the banking industry and security sectors that collate information on devices across the Internet that are infected with malware. They have notified us that a device on your home Internet connection (or one connected to your home network) is infected with malware.
Your financial transactions and personal data could be at risk. It is therefore important that you follow the advice in this article. *
Want a hand fixing your home devices?
If you require expert assistance to deal with this issue why not use our payable Gadget Rescue** service to help secure your home devices? Gadget Rescue operates 24/7 and solves 99% of digital issues from smart phones to digital cameras.
Want to fix the issue yourself?
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:
1. Check to see if your device has an infection 1. Check to see if your device has an infection
2. Use your internet security package to remove any infections 2. Use your internet security package to remove any infections
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.
3. Change the passwords for all of your accounts 3. Change the passwords for all of your accounts
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.
4. Get up-to-date software 4. Get up-to-date software
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.
5. Activate Web Safe 5. Activate Web Safe
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.
6. Check your contact email address 6. Check your contact email address
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.
7. Check Auto Forward setting in Virgin Media Mail 7. Check Auto Forward setting in Virgin Media Mail
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.
8. How do I know I’m now safe? 8. How do I know I’m now safe?
If you have followed the above advice and 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.
9. Where can I find further information and advice? 9. 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
* These fixes are provided as a courtesy and we are not responsible for any problems encountered whilst applying these steps and we are not able to provide any technical support for such problems.
** Minimum system requirements and Acceptable Use Policy apply. Gadget Rescue is available on a monthly subscription basis (6 month minimum term applies) or as a "One-Off Fix" service. Gadget Rescue terms and conditions apply.
*** These links to external sites are provided as a courtesy and we are not responsible for the content of these sites or any problems encountered whilst applying these steps and we are not able to provide any technical support for such problems.
**** F-Secure SAFE is included free of charge for 12 months with your Virgin Broadband. If you're happy when the year is up you can continue with F-Secure SAFE for just £7.50 every three months, or £25 for the year.