Originally Posted by Chrysalis (Post 35251623)

Seems an odd way to deal with it by sending letter, I would expect isp to suspend your account and then ring you up to help you in cleaning the infection before reinstating the account.

Originally Posted by Chrysalis (Post 35251661)

yes it could well be sent to the wrong person and especially if its old, that would depend on if VM have accurate records of past IP usage history.

Originally Posted by Welshchris (Post 35251665)

i just put the number in on that letter to google expecting to find atleast one reference to it somewhere and NOTHING. I find it weird that they say they can remotely access of ur system and help clean a virus. Usually companies dont like to get involved in such things so directly incase of data loss which u may blame them for.

Originally Posted by Masque (Post 35251713)

Are you the only person who has not heard of Digital Home Support.

http://help.virginmedia.com/system/s...ICLE_ID=195442

Originally Posted by Welsh Chris (Post 35251868)

Possible because i would rather put my computer in the hands of PC World before i would with Virgin ;)

Originally Posted by Welshchris (Post 35251868)

Possible because i would rather put my computer in the hands of PC World before i would with Virgin ;)

Originally Posted by Kymmy (Post 35251624)

Sorry I thought you meant an email.. :blush:

Install Spybot S&D and also Malwarebytes do a full scan on both and that should find and cure the issue..

Originally Posted by Chrysalis (Post 35251623)

Seems an odd way to deal with it by sending letter, I would expect isp to suspend your account and then ring you up to help you in cleaning the infection before reinstating the account.

Originally Posted by Neo-Tech (Post 35251659)

Hmm yeah, but what if your IP has changed? This is over 4 months old, and their IP could have changed since and someone else might have it?

I know VM IPs can change like BT's without a reboot, happened to a friend of mine who got moved to a different port but his modem didn't restart or say anything in the modem logs.

Originally Posted by Sirius (Post 35251666)

Pretty certain they do. I think its a legal requirement

How do you think they can give the details of a customer to the court if the court request it should that customer have been identified as having been file sharing ?

You really are trying your damndest to find as much fault with this as you can aren't you.

Originally Posted by Nopanic (Post 35251946)

I would expect a lock down too .. but they can't do cold calling, DPA restrictions ..

Originally Posted by Skie (Post 35251967)

DPA dosent stop a company contacting its own customers. Banks call their customers all the time to check transactions (and try and sell bleeding products..)

Originally Posted by Skie (Post 35251967)

DPA dosent stop a company contacting its own customers. Banks call their customers all the time to check transactions (and try and sell bleeding products..)

Originally Posted by Nopanic (Post 35251971)

For some reason around DPA, VM do not allow for cold calling of customers around faults or account issues.

If for example I were to find an account sending spam email, I would lock the mailbox, note the account and wait for them to call. To be perfectly honest I've never thought to question it, it's been like that since back when I was taking calls ..

Originally Posted by Masque (Post 35251938)

They doing remote access and will stay on the phone for as long as it takes and they are all computer guys who do not have a script as oddly enough you cannot fix a computer from a script, also it is a company called Radialpoint providing the service for Virginmedia with a much better reputation than the bottom feeding guys from PC World called the Tech Guys.

Originally Posted by pip08456 (Post 35251977)

Never stopped VM calling me about account issues when I was with.

I just used to ask them for the 3rd letter of my password to authenticate them. When they refused due to DPA I politely told them I would not talk to them.

DPA works both ways!

Originally Posted by Welshchris (Post 35251978)

atleast the "Bottom feeding guys from PC World" u dont have a language barrier with in understanding and dont always end up with the same thing "ITS YOUR PC THATS THE FAULT!"

Originally Posted by Nopanic (Post 35251979)

Did you call them first ? they can call you back ..

Originally Posted by Welshchris (Post 35251978)

atleast the "Bottom feeding guys from PC World" u dont have a language barrier with in understanding and dont always end up with the same thing "ITS YOUR PC THATS THE FAULT!"

Originally Posted by Nopanic (Post 35251946)

VM do, they have to keep them for a certain amount of time by Law and for some odd reason that amount of time is very restricted information .. I had to agree to some weird things before I was told .. one of which is to never kick a cat ..

Originally Posted by Masque (Post 35251973)

That is rather different to what we are allowed to do under the regulations as a telecommunications company.

Originally Posted by pip08456 (Post 35251980)

No!

Originally Posted by Skie (Post 35251986)

If its the retentions period in the 2009 regs then it is 12 months. I know there are proposals to extend it (well, Labour were pushing for it) and knowing how convoluted our legal system is there are probably past laws that have their own time periods defined. I think the secrecy thing you are referring to is the actual warrants/interception orders. Spilling the beans about these = 5 years in jail.

---------- Post added 05-06-2011 at 00:10 ---------- Previous post was 04-06-2011 at 23:48 ----------



The act makes no distinctions for sector other than a few narrow exceptions.

Phoning someone, asking if it is mr blah blah and then explaining that their interweb will be suspended because VM suspect they have a virus/trojan/open proxy does not reveal any details that the DPA covers.

I suspect VM are just being overly cautious. There was a time they used to cold-call you and simply ask you for your account password, but would not explain why they were calling until you gave them the password. Which was bizarre and got them nowhere as it sounds very much like a scam. The newsgroups used to be full of people worrying about these sort of calls.

Originally Posted by Chrysalis (Post 35252006)

Even with DPA considerations it is surprising he isnt cutoff, its considered good internet equituette for providers to suspend accounts that have malware or spreading malware.

Originally Posted by Nopanic (Post 35252100)

I'm sure some departments are able to, but faults isnt one of them.

Originally Posted by Skie (Post 35252343)

Then its not DPA but VM policy being masqueraded as DPA. Telling someone their service level is not revealing personal information.

Originally Posted by qasdfdsaq (Post 35254482)

What's the difference between calling someone and revealing personal information verses sending them a letter, email, or text message with the same information?

The customer's consented to their personal details being sent to the address/email/telephone number when they signed up. You don't check DPA when posting their bill via letter, email, or text, so how is a phone call any different?

I'd agree that this is a silly VM policy being masqueraded as DPA, as it makes no sense under the law and other companies (in the same sector and otherwise) do no such issues with calling their customers.

Originally Posted by Toto (Post 35259569)

No other ISP has gone to press over this, not a bad response from VM so far.

Not sure about knocking these people offline though. VM are treating those infected as victims, it would be a PR disaster if they just suspended a thousand accounts, and a feeding frenzy on this forum. :D:

Originally Posted by Masque (Post 35259571)

Better to disconnect them rather than have them continue to infect or spam others I would have thought.;)