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Support XFINITY Internet Identifying and Reporting Viruses

Introduction

Worried your computer might have a virus? Here’s how to find and report any report any problems.

Overview

When using the Internet, it’s always smart to be aware of viruses. From spam email to unsafe websites, there are many ways harmful software can attack your computer. What is a computer virus? Find out more about viruses and other kinds of malware.

If you notice your computer slowing down, if you’re seeing strange pop-ups or error notifications, or if you notice unknown email addresses in your email account, you could have a virus.

If that’s the case, or if you simply want to check your computer’s health, you’ll want to run a scan for viruses and other malware. Learn other ways to keep your computer healthy.

Here’s how to search for viruses on your computer – and what to do should you find any.

Comcast Spyware Scan

One step all Comcast customers should take is to run the Comcast Spyware Scan. Spyware scan is a program that offers spyware detection, cleaning, and quarantining – finding harmful software on your computer and disabling it.

You can get Spyware Scan as part of the XFINITY Toolbar, which is available for free download.

Once you have the XFINITY Toolbar installed, Spyware Scan allows you to schedule scans automatically or ran a scan at any time. Find out more about scheduling scans.

Spyware Scan will also regularly check for and install updates to help your computer stay protected from new threats. These updates happen Monday through Friday, but if your computer is disconnected from the Internet, you may miss one.

If so, Spyware Scan will provide you with a red warning indicator in the summary tab, and you can run the update manually.

Find Out if Your Computer is Protected

Unsure if your computer has anti-virus software installed? It’s easy to check. The best way is to use the Security Center feature. (Note: This is for Windows users only.) You’ll be presented with a status for both anti-virus software and firewall protection.

Use the Security Center by following these simple steps.

  1. Click Start, and then select Settings.
  2. From Settings, select Control Panel.
  3. Select Security Center.

Find Out if Your Computer is Infected With a Bot

A bot is a form of malware that uses your computer without your knowledge to host websites or send spam that steal personal information. There are several signs that you may have a bot on your computer.

  • Undelivered email notifications in your inbox from spam sent out by the bot.
  • Additional email addresses in your account you didn’t create
  • Multiple toolbars on your web browser you didn’t install.
  • Unusual error messages from applications that can’t run.
     
All of these may be signs your computer is infected. If you’re worried that you may have a bot on your computer, or if you want to prevent future bot infections, we suggest you visit our Bot Assistance Center to learn more.

We also suggest you sign up for Constant Guard, a security service that monitors and alerts you to threats on your computer.

Constant Guard Security Notices

If you have Constant Guard, you’ll be notified in real time through your email if a bot is detected on your computer.

Note: The Constant Guard security notice may also appear as a web alert – this alert will appear no matter what site you’re on, and does not mean that specific site is unsafe.

Constant Guard will then send you an email once a week until it no longer detects the bot on your system.

If you’re unsure if the email you receive is from Constant Guard, simply look for the Comcast icon next to the email in your XFINITY Connect inbox.
The XFINITY Connect Inbox - confirm that an email came from Constant Guard

This indicates that the message has been verified as authentic by your Comcast email, and you don’t have to worry that it may be unsafe.

Reporting Problems

Are you concerned that harmful software has been placed on your computer? If you have a firewall, you can report the problem to the proper authorities and get help.

Most firewall programs will keep a record, or log, any time there’s a problem on your system. If your logs indicate something is wrong, here’s what to do:

  • Cut and paste the firewall logs (including the offending Comcast IP address) into an email and send it to abuse@comcast.net.
  • Do not send the firewall logs as an attachment.
  • Include the words "Firewall Investigation" in the subject line.
  • If your computer has been damaged by harmful software, contact your local authorities.

Find this article at:

http://customer.comcast.com/help-and-support/internet/identifying-and-reporting-viruses/