QSnatch Malware Alert
You may have recently received a letter and/or email from Virgin Media explaining we have been notified that an online device on your network contains malware named QSnatch. If you have received such a communication from us, please follow the advice given on this page to resolve the issue.
QSnatch is a form of malware that was specifically designed to target QNAP Network Attached Storage (NAS) Devices.
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.
We are unable to specify exactly what device in your home is infected, but it is likely to be a QNAP Network Attached Storage (NAS) drive, rather than a traditional computer or laptop.
If the malware is not removed, the device can be exploited to unwittingly participate in malicious activities.
It is therefore important that you follow the advice in this article.
How can the issue be fixed?
The issue is only affecting QNAP devices, so we would recommend that you follow the advice provided by QNAP. They have provided a security advisory with steps on how to remove this malware from your devices. This information can be found here: https://www.qnap.com/en/security-advisory/nas-201911-01 *
If you need further advice or technical support regarding this malware we recommend contacting QNAP Support via: https://www.qnap.com/en/support-ticket/ *
How do I know I’m now safe?
If you have followed the above advice you can be confident that you 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?
You can find general security advice and articles on other vulnerabilities at virginmedia.com/securityhub
* 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.