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...

[Robert_P]

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]

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]

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]

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]

Just had the "third warning".

[Carley_S]

Thanks for providing this @Niska 

These looks to be a genuine email received by us and there does not seem to be from the screenshot provided any malicious requested to click links to other webpages. 

We recommend running a full virus scan on all your devices and working through the advise provided in the webpage provided here

[Niska]

Hello, 

I have around a dozen devices using the connection, including phones, IoT devices and computers running a range of OS - some using VPNs and some not. Saying "run a virus scan" is not a sensible response to this. There is clearly "something" being detected - but some more information on what the "something" is would be helpful. 

I'm very happy to troubleshoot but I can't do it with such vague information. 

[Ayisha_B]

Please see here for more info and what steps are required.

Thanks

[Niska]

Hi - sadly that page you link is full of references and information based on the type of infection that has been identified. I have not been provided with this information, which is exactly what I am asking for...