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Sky Have Cut Off Internet
Hi
Sky have cut my mums internet off due her getting infected with a botnet that they suspect is sending mail on her behalf. The service was cut off a few days ago and she recieved a letter yesterday stating that she get the computer formatted and to install security software (which she already had). Then she will have to call them us for reinstatement. How did they know she was infected with something? I ran spybot and adaware on the pc and it finds nothing. What do you guys think? Many Thanks |
Re: Sky Have Cut Off Internet
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The Security teams notice that your PC is sending Spam from the PC because they get complaints from other users, they track down the infected PC switch off the connection and send you a letter telling to clean your PC before they will reconnect you. The same thing can happen with VirginMedia or any other ISP. |
Re: Sky Have Cut Off Internet
She will have to call Sky BB tech support,. they will see it on her account and transfer her to the abuse team who handle this. Call up monday as they only work office hours weekdays and are not open weekends.
You will need to run a full virus, trojan and spyware scan or take it to a pc shop, if you cannot show it to be fully clean again they will not let it back on service till it is formatted, clean installed, fully patched and running protective software. |
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Thats no good.
I mean i happened to me once last year but Virgin Media didnt cut us off they warned us twice and then gave us instructons on how to remove it. Cutting customers off does not give a company a good reputation and will just frighten customers away. |
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agree Further 3 points. Why has the user not been given all the info needed to get back connected ? Thought SKY provided securty software free ?? Most internet providers would contact the customer before just cutting of connection. Overall a very poor service |
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Thats exactly my point everytime I say 'You get what you pay for'
If you want 20mb broadband the only place to get it Virgin Media unless you live literally next door to a telephone exchange. And they offer: Full PC Guard on L and XL packages: Anti-virus,Anti-Spyware,parental control,privacy protection-stops your personal details being transmitted and also has a fire-wall. Free Technical support 24/7 (Virgin Phone customers only via 151) otherwise its 0845-454-1111 Then when you choose Sky or Talktalk: Up to 16mb, 80% of users only get 1.5mb, and with TalkTalk's billing system, its enough to give you high blood pressure! So I call it False-economy! |
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Something to note is that not all mailingbots will show up on scans, you might have to get HIJACKTHIS and then post the log file on one of the many sites (just do a search for hijackthis.
Kymmy |
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Sky provide Mcafee but as with all software tools of this nature if you do not keep it up to date it is useless and also no tool is perfect. Sky would seem to prefer action rather than a warning and expectation that the EU will sort things out immediately, whether that is right or wrong is not for me to discuss here. As to other comments, Mcafee provides virus, firewall and parental control protection for the users computer, as laways though it is down to the EU to install it if they want it and to set it up. All calls from a Sky talk customer to Sky tech support will be free from July. Calls not from a Sky talk line cost less than 10p per min. ADSL is governed by the copper lines in use which impacts the level of service greatly when distance becomes an issue. We moved to ADSL from VM due to one run in too many with the incompetent billing system, rude CS staff that ignored facts and tried to blame us for a non-payment when VM had responded and confirmed new bank account details 3 weeks prior to the billing point and we were sick and tired of putting up with an expensive service that for us was not worth the money. |
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The thing is that it only takes a couple of mailing bots to get a SMTP blacklisted, this then effects everyone else using that SMTP.... It's no wonder that Sky prefer direct action than a warning.
It really does suprise me that users expect thier ISP to help them sort out security issues for free:rolleyes: Kymmy |
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You have to be jokin, we get calls that are very clear in the fact the problem is with the pc and the EU still wants us to fix it for them. One agent had a call Saturday and the EU asked if they could be talked through a clean windows installation.
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:shocked::shocked::shocked::shocked:
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If cust has problems with VM security package they call VM Who do SKY customers call if they have a problem with software supplied by SKY as part of the BBI deal ( as advertised by SKY ) Or as Paul thinks it must be the customers fault. NEVER A SKY ISSUE.. |
Re: Sky Have Cut Off Internet
The problem with relying on supplied security software is that it is only as good as the people developing it - it can't prevent or look for things it hasn't been programmed for. Unfortunately this means that there will be instances where something bad happens that the software didn't realise - hence the cut off (which is the best approach believe it or not!).
It's also possible that the cutoff was a result of an e-mail sent from another PC but appearing to be from your Mum's account was forwarded to Sky's abuse team. In this instance they should be able to confirm the PC is secure fairly quickly and (I hope) you'd be good to go. |
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At the end of the day it is up to the EU to make sure that the PC is patched protected amd updated and it many cases it can be done for free as well.
The ISP has the right to disconnect accounts that are kicking out SPAM as it's has an effect on other users of the service |
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But it is the ISP advertising free protection from this happening. |
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The free protection software is normally optional so it's up to the EU to install it and make sure it is regularly updated. The only worse thing than no protection is out of date protection |
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Looking at the sky site they actually are stating that if you need help with the IS program then either go to Mcafees website or call Sky tech support......
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Kymmy |
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I am sure Paul with have other comments to make ?? |
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Comments? Sky tech support will help customers with mcafee issues but if EUs do not run scans or do not update software then how can Sky be blamed for the end user intervention? Sky supply a tool, that tool is part of a package that the EU has the option to install or not and has the option to use properly or not at end of day. (Personally we didn't install it as it is bloated and slow, AVG then went the same way on the last version build so we now use Avast, spybot s&d and adaware as a multi layer approach.
As I pointed out previously no tool is perfect and often it is reliant on the user not doing anything daft that negates that protection offered by the product. Sky tech support will do anything within their remit to assist end users with Mcafee releated issues and if the issue goes deeper than they can support they then give the mcafee support number for further assistance as obviously they are better trained in there product. In cases of accounts offlined due to abuse it is too late for BB tech support to assist and only the abuse team can have any significant impact at this point. All tech tier 1 can do at this point is tell the EU what they need to do to sort things out and get online or pass them through to the relevant department. I can remember a number of years ago a number of people on this forum stating how daft it was for an ISP to not offer even a basic free tool to assist in securing or protecting the pc. Are we now saying the ISPs is wrong for providing a tool to assist a customer if the customer then still becomes infected? The OP hasn't even said if the connection was protected by the mcafee software he just states he ran spybot after the event. If you notice on sky.com it states: Quote:
No service is perfect and no single tool is perfect but what is worse, giving the customer a free to use option that can help them protect their system or just release them into the wilds of the internet without anything at all? If customers are still getting caught out through infections etc when running protective software tools provided to them how bad would it be if they had gone online with nothing? |
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Would a clean install of windows and changing the WPA password on the router get rid of the bot net?
Many thanks |
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Bot Net is just a simple program that's running on your system that outsiders can control, it uses common ports so nothing to do with the WPA on the router. They're normally installed by running a bit of rogue software, visiting a bad website or opening a bad email attachment. A clean windows install will get rid of the program but there's always a chance that you'd do exactly the same thing that let the original one in... Kymmy |
Re: Sky Have Cut Off Internet
Just when you do a clean install you install XP make sure you add all latest updates including Windows XP SP3. Install some decent anti-virus, I would recommend Avast or Avira Anti-Vir (both of which are free). Plus also, some decent anti-spyware, I would recommend Spybot or AVG (again, both of which are free).
Hope this helps, Ben :) |
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The best protection against bot nets isn't the virus, spyware or adware removers but simply a properly set up firewall...
I'm not saying don;t use the other programs, in fact totally the opposite and keep them totally upto date with regular scans but most bot nets are that new that AV's just dont find them and a firewall won;t stop them from installing but will stop them from communicating. Kymmy |
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Ben :) |
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Good rant |
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Rant? Care to point it out to me Colin since you seem to be so sure I have "ranted"?
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The simple fact that Sky supply the software and point out that they will help with the software simply means that Sky will be at fault in the EU's eyes if anything like a botnet happens...
I think that Sky's problem is that they've not detailed the fact that they're offering program support and not a program service... They'll help with any problems arising in the technics of the program but if a botnet gets past it (and a lot will) then it's nothing to do with them or the program... It's a simple case of EU's not being PC savvy.... I spent most of my working life in Electronics and PC support, I've had problems with EU's trying to comprehend what a right click was, I've had to explain that pressing the power switch on a monitor is not shutting down the PC and most importantly I've had to explain that the only way a PC can be 100% safe from the internet is to cut the modem cable!!! In this thread Sky did the right thing, they shut off someones service that could have a detrimental effect on others (get them blacklisted), the arguement about the software is really invalid as we all agree that no AV/firewall will 100% stop all attacks... Kymmy ---------- Post added at 09:42 ---------- Previous post was at 09:38 ---------- Quote:
Paul's just stating the facts, nothing more and nothing less... Kymmy |
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Ultimately if the EU is trojaned etc. and is then doing things like sending spam, ddos, scanning for other victims then they need to be cutoff, however I think easynet (sky) are doing it the wrong approach they seem to cut people off without any kind of warning or contact first.
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All sorted now gents, I formatted the HD using restore disk and installed XP to SP 3 and installed Kaspersky Internet Security 2009 for her.
My mum is very click happy and I have had to have strong words with her about the nasties out there. thanks for the advice. |
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How did the above from paul help that customer. If it did then I appologise. If it did nothing to resolve the issue it was of no use to the thread except to put pauls point of view to the fore.. Kymmy please do not be condescending in your comments. |
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In this instance, Sky seem to offer much more help than VM appeared to offer me. Although I didn't need their help as I'd spotted the problem and nailed it down again before VM disconnected me (poxy Wingate opened some ports on an upgrade without telling me) they were only prepared to offer help as far as repeating the scan to my PC with a thumbs up or thumbs down. Anything beyond that and I was on my own. (Sorry - on my own plus their premium rate PC help line!) |
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How many times you have these type of problems ?? I must be lucky, Been on internet over 9 years now and never ever had such problems. |
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I still agree with their decision and actions - as frustrating at it was at the time though. |
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Mod comment: OK, enough is enough.
Stick to the topic please brought in by the OP and the subsequent post by Brundles or the thread will be closed, comments about other posters are not helpful and are currently distracting from the original and subsequent problem. |
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I know VM have premium line for PC support but at least it is a point of contact for those many people who do not have the knowledge to fix PC infections / problems.. |
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Change your WPA password. If you're using the standard supplied Sky router with default settings then the password can be calculated using your mac address. If someone else is using your wireless connection then no AV in the world is going to help. Regularly changing your WPA password is good practice anyway, no matter what kind of router you're using.
As for the comments regarding firewalls and botnets. Firewalls are basically useless since most malware uses reverse connection these days. Zone Alarm *may* give a warning tho' I wouldn't rely on any software based firewall especially one as common as ZA for obvious reasons. Best practice is to keep an eye on logs and monitor all outward wan connections for unusual activity. |
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ADSL Link Downstream Upstream Connection Speed 24574 kbps 2593 kbps Line Attenuation 14.0 db 6.0 db Noise Margin 4.6 db 3.1 db As for what Sky did, fairplay to them to be honest, Rather be cut off briefly that go on surfing with who knows what on the pc possibly stealing passwords sending out viri and spamming people. |
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