A device using your internet connection may be infected with malware

[tlfarrenson]

I got both an email and a letter.

I am using Norton and have run all the scans and checks I can think of and nothing has been found.

It seems Virgin can't tell me what device is causing the problem.  If I can't see any evidence of what is causing this alert

1. how can I pinpoint the device that is supposedly causing the problem
2. how can I fix it

I have read https://www.virginmedia.com/help/security/malware-alert and have tried to activate websafe but I am gettng an error on the web page "Sorry the changes you made were not saved, please try again"

Your advice would be appreciated.

[用心棒]

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@tlfarrenson wrote:
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I have read https://www.virginmedia.com/help/security/malware-alert and have tried to activate websafe but I am gettng an error on the web page "Sorry the changes you made were not saved, please try again"
⋮

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Login to My Virgin Media and then:

• go to https://my.virginmedia.com/my-apps/onlinesecurity/websafe/settings
• activate the services required
• select Apply

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[tlfarrenson]

Hi, you've not really addressed my question.

I already use Norton so I don't want to sign up for another internet security application such as Virgin Media Internet security.  I was prepared to explore using Websafe because it is free.

Norton scans have not shown any issues. The Virgin mail says "A device using your internet connection may be infected with malware" - I want to emphasise the "may" be infected.  So it seems Virgin itself has no certainty.  So how do I pinpoint an issue on a device that may not actually exist?

Thanks in advance,

Theresa

[tlfarrenson]

For clarity - the URL you shared: https://my.virginmedia.com/my-apps/onlinesecurity/websafe/settings redirects to to https://www.virginmedia.com/help/broadband/virgin-media-internet-security 

The closest I can get is this page: https://www.virginmedia.com/my-virgin-media/account-settings/security - but if I toggle Virus Safe - this is when I get the error "Sorry the changes you made were not saved, please try again"

On the same page if I click the "find out more" link - I am taken to https://www.virginmedia.com/help/broadband/web-safe

 clicking on any of the "manage settings" links takes me back to the https://www.virginmedia.com/my-virgin-media/account-settings/security page.... so very circular 😞

[用心棒]

Issue with Web Safe has been flagged to the forum team who are best placed to help further; be aware it can take them a few hours / days to respond though it is usually the former.

[用心棒]

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@tlfarrenson wrote:

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I already use Norton so I don't want to sign up for another internet security application such as Virgin Media Internet security.  I was prepared to explore using Websafe because it is free.

Norton scans have not shown any issues. The Virgin mail says "A device using your internet connection may be infected with malware" - I want to emphasise the "may" be infected.  So it seems Virgin itself has no certainty.  So how do I pinpoint an issue on a device that may not actually exist?
⋮

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It is regrettable that Virgin Media do not provide more information on reports they receive from trusted third-parties of malware. If scans have not found any malware then the issue is consider resolved — not an ideal situation but without further information it is the inevitable conclusion to reach.

[Jodi_S]

Hi tlfarrenson,

A warm welcome and thanks for posting on our community forums. We do apologise that we are unable to inform you what device is causing the malware infection, unfortunately we don't have the specifics regarding this information. 

We only ask you to follow the instructions on the letter sent and make sure you have run the anti-virus scans.

We do apologise we could not assist you further with seeking what device is causing the issue. 

Kind regards Jodi.