Network Attacks Alert

You might have received a letter and/or email from Virgin Media to explain that we’ve been notified of malicious traffic 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 malicious traffic to other computer systems, and could be trying to access them without authorisation. We take these attacks 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 has happened?

We’ve received a report that suggests malicious traffic is originating from a device on your home network. 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.

It is therefore important that 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 example 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.

 

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.

 

* These fixes are provided as a courtesy and Virgin Media are not responsible for any problems encountered whilst applying these steps and are not able to provide any technical support for such problems.

** These links to external sites are provided as a courtesy and Virgin Media are not responsible for the content of these sites or any problems encountered whilst applying these steps and 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.

 


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