Help for Cable customers

General advice

Many people first become aware that their computer may be infected when they start receiving responses to email that they did not send. These emails could be returned from Postmasters as "undeliverable" or from other Internet users who have been receiving infected emails from an infected computer system.

We strongly suggest that you install up-to-date anti-virus software supplied by a reputable software vendor. Virgin Media Broadband customers can use Virgin Media Security which is free to customers. Remember to ensure that the software is updated regularly as your anti-virus protection will only be as good as the currently installed update.

To find out more you can read our article What is a virus?

Find out more about Virgin Media Security, Virgin Media’s free security suite. If you wish to submit a report regarding a Virgin Media customer whom you believe to be infected with a virus or worm, please click here.

Virus Removal

Unfortunately Virgin Media cannot assist you in removing a virus, worm or trojan if your system has become infected. If such an incident has occurred, we recommend that you install anti-virus software in order to remove the infected files from your system.

If you download Virgin Media Security, a virus may prevent you from installing it. In this case you may need to try running other virus removal tools such as Microsoft's Malicious Software Removal Tool, which can clean a variety of viruses in circulation. For further information, visit the Microsoft website.

If you have anti-virus software installed and it has not detected the infection, please ensure that the software is as up to date as possible by running an update. If your software is totally up to date, please contact the support department for either your anti-virus software or your computer system for further advice.

Virgin Media offers a 24-hour tech care line that can provide help and support with the removal of viruses or worms. For more information see: What is Digital Home Support.