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I've gotten a number of emails from spectrum telling me that a device on my home network is infected with malware or something. Extremely helpful. After doing multiple checks of every device on the network, I cant find a single issue. I've also never had much luck trying to contact them to ask more questions. Does anyone have something as simple as a support email address for them rather than sitting on the phone on hold or going through the silly computer prompts and waiting for a tech? One would think a service sector IT company would have an email address for support, but they sure dont make it easy to find if they do.
Renee_T Posts: 426 Moderator
Welcome to our community! I'm sorry to hear about the troubles with the malware emails. At this time we do not offer support via email. We do offer support here in the community, by phone at 855-707-7328, through the online chat at our site or though the My Spectrum app, and via social media on Twitter, Facebook, and Instagram.
Charter detects bot malware infection by identifying traffic between a customers modem and a known malicious Command and Control Server (C2). Your virus scan could potentially not identify the infection for a variety of reasons:
- The infection could be on any devices that have been connected to your Internet. This includes laptops, desktops, smart phones, tablets, and any other device connected to the network.
- It is possible that the infection could be on the device of a guest that has previously been connected to your home Internet connection.
- The infection could come from an unknown party, such as a neighbor, that is connected to your wireless router without your knowledge. If this is suspected, it is recommended to change the password on your wireless router so that they no longer have access to your router and thus, Internet connection.
- The infection could be an advanced form of the botnets malware that is undetectable by your current antivirus program. In these situations, it is recommended to run an advanced malware scan such as the Spectrum Security Suite Antibot tool or the Microsoft Malicious Software Removal Tool (MSRT)
- Be sure that all devices connected to the modem/router in the home have been scanned by an advanced malware clean-up tool, as the detection could have been triggered by any device utilizing the Internet.