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Virus Help Line - If you have caught a virus and need help, advice and reassurance call one of our experts on 0700 6300106, we will advise how to get rid of the virus and what steps to take to insure it doesn't happen again.

Frequently Asked Support Questions

Question:
"I have received a message telling me an Email directed to me contained a virus or other harmful content."

An email sent to you passed through one of our mail servers, our mail server has detected a virus in the email and quarantined it. This means that we stopped the virus from reaching your computer.
If you are our customer, or a customer of one of our partners (use our "Am I protected tool" to check) ALL emails sent to or from you will be scanned before being delivered.

This however should not be considered as total protection for your computer. Emails are not the only way your computer can be infected by a virus. We recommend our email scanning service be used in conjunction with anti virus software installed on your own computer.

Our email scanning service used in conjunction with computer resident anti virus software will eliminate you having to download often-large infected attachments, and will mean your computer recourses are not tied up dealing with these viruses.
Question:
"I have received a message telling me I sent an Email containing a virus or other harmful content."

An email you sent passed through one of our mail servers, our mail server has detected a virus in the email and quarantined it. This means we stopped the virus reaching the recipients computer.

In all probability you are not aware you are distributing a virus, many viruses after infecting a computer propagate by emailing all the people in the outlook address book with a copy of the virus.

It is important that you immediately disinfect your computer. If you need help, advice and reassurance call one of our experts on 0700 6300106, we will advise how to get rid of the virus and what steps to take to insure it doesn't happen again.

More information can be found about our personal, small business or corporate solutions [here]. If you are our customer, or a customer of one our partners (use our "Am I protected tool" to check) ALL emails sent to or from you will be scanned before being delivered.

Question:
"how does the virus system work?"

As an email arrives at one of our mail servers its attachments are unpacked and scanned for viruses. If no viruses are found the email is put in the mail queue for delivery.

If the email contains a virus it is put in a quarantine area for three days before being deleted. Alert messages are sent to the sender and intended recipient advising them of the action we have taken.

Details of the viruses are logged and statistics produced. We use the McAfee for Linux in conjunction with the Exiscan Scanner and the Exim Mail Transport Agent.

Question:
"I was advised to download and install the McAfee Clinic anti-virus software, but when I goto the McAfee download site my browser un-expectantly terminates, this is very frustrating!"

Some virus variants will prevent the infected machine from connecting to a limited number of popular anti-virus sites, (ie:W95/MTX.gen@M). If you suspect this is happening to your computer then you should call 0700 6300106 now for further advice.

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