Virgin Media Alert: Your device may have a malware infection

[Niska]

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...

[Niska]

There are no useful or relevant instructions. If there were - I would follow them. Generic advice about malware scanners and virus checking does not count.

I am still in limbo without further information on what kind of activity is being detected.

[John_GS]

Hi @Niska 

Can you send us a screenshot of what the letter says?

[legacy1]

Backup change wifi password format reinstall everything connect one device at a time and update 

[Niska]

[Niska]

That's not helpful as I cannot determine when the alleged malware detection is triggered.

[Carley_S]

At what point in the instructions above and from the link provided that takes your here for additional help are you struggling with @Niska 

[Niska]

Thank you - I did follow that link. 

If you could explain to me where on that page it tells me how what kind of "malicious traffic" is being identified for me to troubleshoot which of the two dozen devices on my network are creating it I would be very grateful.

Even moreso if you could tell me how to install AV on an IoT smart sensor.

Or how I have any way of detecting when I have eliminated the problem.

A page of incredibly generic advice that gives a dozen possible solutions, without any way of accessing more information about the problem is not terribly effective.

[goslow · Accepted solution]

Have you found this article from ravenstar68 in the forum archive?

https://community.virginmedia.com/t5/Forum-Archive/Searching-for-Spambots-on-your-network/m-p/408759...

Ideally a clue from VM as to what it is you are looking for would help narrow your search but it doesn't look as if you are going to get that from VM, just more of the same letters and generic advice.

[Niska]

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.