Forum Discussion

Niska's avatar
Niska
On our wavelength
9 months ago

Virgin Media Alert: Your device may have a malware infection

I've just had a generic email with the title "[Important] Virgin Media Alert: Your device may have a malware infection".

"We’ve been notified by a third party that malicious traffic has been detected coming from a device using your internet connection. We don’t know which device this is, but it does mean your personal data and online financial transactions, including credit card purchases, could be at risk."

Is there any way of getting more info on this? Assuming it is legitimate I could do with an idea of what I'm looking for to troubleshoot rather then being given "opportunities" to buy AV software...

  • Robert_P's avatar
    Robert_P
    Forum Team
    9 months ago

    Hello Niska

     

    Thanks for taking the time to raise this with us via the forums, we appreciate you taking the time to raise this via the forums.

     

    If you have concerns in regards to the legitimacy of the email we'd recommend reporting it here. From the details given this may be a phishing email, usually, as you have mentioned designed to elicit information from you and we wouldn't advise you of this via email.

     

    Rob

  • Niska's avatar
    Niska
    On our wavelength
    9 months ago

    It wasn't a specific link to an AV solution, but that's one of the things VMs website suggests. The email itself appears genuine. 

    I would still very much like to find out on what basis the alert was triggered, as otherwise I have close to zero chance of being able to address it. 

  • Niska's avatar
    Niska
    On our wavelength
    9 months ago

    Can anyone help with this? I've had another email - with information on my account that makes me thing it is genuine - but am still none the wiser about the detail of what's been detected and how I can possibly troubleshoot.

    • Ayisha_B's avatar
      Ayisha_B
      Forum Team
      9 months ago

      Hi Niska 

      Can you send a screenshot of the email here? If there's any personal details just make sure they are concealed.

      I just want to check if it is genuine or a phishing email.

      • Niska's avatar
        Niska
        On our wavelength
        8 months ago

        Just had the "third warning".

  • Niska's avatar
    Niska
    On our wavelength
    8 months ago

    And now I've had my fourth warning. I wonder if there is some kind of loyalty scheme that might get me a free coffee?

    • 用心棒's avatar
      用心棒
      Very Insightful Person
      7 months ago
      Niska wrote:

      Now a fifth email.

      If these notification continue to be addressed to [%customer.lastname %] I would query their validity, i.e. why are they not addressing you by your name.

      Consider making a Data Subject Access Request (DSAR) for all data related to these notification and in particular those provided by third-parties; read more here Online Subject Access Request FAQs | Virgin Media Help. Should the information required remain elusive then escalate to the Information Commissioner's Office (ICO); read more here Data protection and personal information complaints tool | ICO

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  • Niska's avatar
    Niska
    On our wavelength
    6 months ago

    I had - but thank you for the reminder. I blocked Port 25 outgoing on my router so it should be impossible for any device to be using that.