Need some help with removing some malware

[Peter_]

Originally Posted by fitzyjm76

Still off orig topic but felt it needed to be added



Just a quick note. Digital Home Support is pretty much replacing PCHelp (which I believe ends 11pm 05/05/10 according to our shifts) and yes support over the phone is provided to get customers on line, downloading and installing remote software (VM Hub) but it will cost, either by subscription (6 month contract) or a one off fix even with over the phone support. Best give them a ring for true prices as I cannot remember them but think virus/malware removal is about £60 (known as a big fix) without a subscription but half price if a subscription is taken out but the phone number is free so no charge to be told you need to pay for the service or take out a subscription.

£60 (or £30 with sub) may sound a bit much but as well as removing the virus/malware they will also perform a deep clean of customers pc's as well as removing unwanted programs and start up items along with some other things. Will know more when I'm there full time ;-)

And with that can I just say BYE BYE PCHelp it's been fun.

Good info and quite correct but it is no fix no fee and it is up to the customer if they want to subscribe.

Originally Posted by fitzyjm76

Still off orig topic but felt it needed to be added



Just a quick note. Digital Home Support is pretty much replacing PCHelp (which I believe ends 11pm 05/05/10 according to our shifts) and yes support over the phone is provided to get customers on line, downloading and installing remote software (VM Hub) but it will cost, either by subscription (6 month contract) or a one off fix even with over the phone support. Best give them a ring for true prices as I cannot remember them but think virus/malware removal is about £60 (known as a big fix) without a subscription but half price if a subscription is taken out but the phone number is free so no charge to be told you need to pay for the service or take out a subscription.

£60 (or £30 with sub) may sound a bit much but as well as removing the virus/malware they will also perform a deep clean of customers pc's as well as removing unwanted programs and start up items along with some other things. Will know more when I'm there full time ;-)

And with that can I just say BYE BYE PCHelp it's been fun.

not all malware removal is a "big fix" in fact all but 1 or 2 machines that have come here have had simple malware issues which I have only needed to spend 10 minutes on withy a half hour scan. Hardly worth 60 quid is it? also these deep scans you mention do these guys stay online while it scans ? do they just use the software mentioned in the other thread or do they go further? do they run hijackthis ? do they do manual clean up of reminants? because for 60 quid they need to be doing.

The malware in this thread would have been imo be an easy fix and a quick google would have found the information to clean it up

http://www.bleepingcomputer.com/viru...anup-antivirus

oh look its exactly what I said ages ago for free with added need to sort out Hosts a simple fix

---------- Post added at 16:42 ---------- Previous post was at 16:36 ----------

bleeping computer has pretty much all the information needed to clean up these fake av/malware jobbies.

Hijackthis forums have qualified security techs that will help you sort out other malware and information is readily available for the cleaning of most viruses and root kits although in the case of a badly infected system the best cure is a reformat ( which VM wont be doing remotely)

What you do have to bare in mind a lot of viruses when cleaned correclty with leave the system unbootable due to file changes etc something else VM will not be able to fix remotely and chances are would find it hard to put right over the phone

[fitzyjm76]

not all malware removal is a "big fix" in fact all but 1 or 2 machines that have come here have had simple malware issues which I have only needed to spend 10 minutes on withy a half hour scan.

agree with you there, that not all malware removals are a big fix but they treat everything the same i.e. you get the same service for a small malware issue as a big malware issue to ensure there is nothing lurking in the background plus a full clean up.

also these deep scans you mention do these guys stay online while it scans ?

yes as it is quite a lengthy process, as stated they do a full clean up at the same time. They even check start up programs to ensure they only have what they need running at start i.e. qttask (QuickTime) is an example of one start up program that gets switched off.

do they run hijackthis ?

yes again

do they do manual clean up of reminants?

again yes

bleeping computer has pretty much all the information needed to clean up these fake av/malware jobbies.

Hijackthis forums have qualified security techs that will help you sort out other malware and information is readily available for the cleaning of most viruses and root kits

That's ok if you know where and what to look for as a lot of people will do but what you need to bear in mind is that this is a service for VM customers that will not have that knowledge or will not know where to look for it. It is surprising how many people don't know the difference between a screen saver and a desktop as you most probably know yourself.

in the case of a badly infected system the best cure is a reformat ( which VM wont be doing remotely)

not remotely but supposedly over the phone support (still waiting to see how that is going to be achieved) to help with a reinstall providing customers have the relevant disks and keys if reqd.

Hardly worth 60 quid is it?

30 quid if you take out a subscription ;-) ................. lol
does seem a bit excessive but when you compare it with other companies offering the same sort of service it is competitive although there are some that are cheaper but like anything in life if you shop around you'll get a better deal.


To be honest for anyone that knows what they are doing with a pc this service will not be for them but for all VM customers that have not got a clue I personally think it is peace of mind for them.