Sky Have Cut Off Internet

Captainslow · 29-06-2008, 11:44

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

29-06-2008, 11:48

Quote:

Originally Posted by Captainslow

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

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.

Paul K · 29-06-2008, 14:45

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.

m419 · 29-06-2008, 17:48

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.

colin-bennett · 29-06-2008, 20:36

Quote:

Originally Posted by m419

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.

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

m419 · 29-06-2008, 22:22

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!

29-06-2008, 22:38

Quote:

Originally Posted by m419

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.

Virgin will cut you off if the problem is serious enough and without any warning.

Kymmy · 30-06-2008, 09:22

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

Paul K · 30-06-2008, 10:16

Quote:

Originally Posted by colin-bennett

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

A letter is sent through the post to the customer detailing what needs to be done and what number to call when it is done.

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.

Kymmy · 30-06-2008, 10:24

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

Kymmy

Paul K · 30-06-2008, 10:37

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.

Kymmy · 30-06-2008, 10:45

colin-bennett · 30-06-2008, 11:00

Quote:

Originally Posted by Kymmy

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

Kymmy

If as part of the package SKY say free PC security. Is it no wonder the cust calls SKY when they have a problem.
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..

brundles · 30-06-2008, 11:07

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.

PeteTheMusicGuy · 30-06-2008, 11:13

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