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Posted by
Contributor
Member Since: ‎04-20-2007
Posts: 16

Alert Banner

Comcast is now spaming me with an alert banner on every web page I visit.  How do I get rid of this?    Nothing at Xfinity (where they send me) offers any help. The whole thing is set up for Windows users.  I don't want to chat with anyone and they won't let me email them (they send me to chat when I attempt to submit my email).  I am about to cancel my comcast account!

Posted by
Email Expert
Member Since: ‎04-27-2004
Posts: 18,241

Re: Alert Banner

What does it say?

Posted by
Contributor
Member Since: ‎04-20-2007
Posts: 16

Re: Alert Banner


Critical Malware Alert - Immediate Action Required!
Constant Guard™ from XFINITY detected that one or more of your computers are infected with malicious software known as 'DNS Changer'. Immediate action is required to avoid disruption to your Internet service.
Click the 'Get Started' button below or visit Xfinity.com/dnsbot for step by step malware removal instructions.
How do I know this message is from Comcast?

 

I have done everything and always told I am not infected.  Not only from Xfinity but also other sites that scan for this bot.

 

Posted by
Bronze Problem Solver
Member Since: ‎03-06-2011
Posts: 1,571

Re: Alert Banner

[ Edited ]

Did you check here ? http://dns-ok.us/   Sounds like you did and checked out ok .               I would just remove Constant Gaurd .  

Posted by
Email Expert
Member Since: ‎04-27-2004
Posts: 18,241

Re: Alert Banner

There's no Constant Guard software for Macs, is there? So what is he supposed to remove?

Posted by
Bronze Problem Solver
Member Since: ‎03-06-2011
Posts: 1,571

Re: Alert Banner

[ Edited ]
Posted by
Contributor
Member Since: ‎04-20-2007
Posts: 16

Re: Alert Banner

I did go there and they say I not infected.

Posted by
Contributor
Member Since: ‎04-20-2007
Posts: 16

Re: Alert Banner

I spent 30 minutes trying to cancel constant guard and decided it's not possible.  Anyone know actually how to cancel?  When I accepted the Norton offer I had no idea I was also getting the constant guard fiasco.  My bad!

Posted by
Bronze Problem Solver
Member Since: ‎03-06-2011
Posts: 1,571

Re: Alert Banner

[ Edited ]

I could not find new uninstaller yet . But see if these instuctions may help locate proper file .

         http://service1.symantec.com/Support/num.nsf/docid/2007111919451311

 

One other page i found

 

         http://www.symantec.com/business/support/index?page=content&id=TECH103489&locale=en_US

Posted by
Official Employee
Member Since: ‎05-09-2007
Posts: 1,108

Re: Alert Banner


huckhound wrote:

I spent 30 minutes trying to cancel constant guard and decided it's not possible.  Anyone know actually how to cancel?  When I accepted the Norton offer I had no idea I was also getting the constant guard fiasco.  My bad!


One has nothing to do with the other. You have malware, and a very specific type. Please check out http://forums.comcast.com/t5/Security-and-Anti-Virus/DNS-Changer-Bot-FAQ/td-p/1215341 and https://amibotted.comcast.net

JL
National Engineering & Technical Operations
Posted by
Bronze Problem Solver
Member Since: ‎03-06-2011
Posts: 1,571

Re: Alert Banner

[ Edited ]

jlivingood ?            What settings in router would have been changed ?  

 

Q. I have a Mac, can this be affected?

A. Yes. We have seen many Mac's infected with this bot already. It's also likely that your router has had it's settings changed by the bot. We encourage that you check all devices in your home that use the internet.

 

Posted by
Contributor
Member Since: ‎04-20-2007
Posts: 16

Re: Alert Banner

I ran the symantec remover but I still get the &%*#@ alert banner.  MY mac is clean according to three different sources.  How is a router affected and how do you change a router DNS?  I can find no info about router DNS settings.  Looks like I will have to completely cancel all Comcast services to get rid of their spam.

Posted by
Bronze Problem Solver
Member Since: ‎03-06-2011
Posts: 1,571

Re: Alert Banner

click on persons name in red ( 

 

 

 

Posted by
Official Employee
Member Since: ‎09-13-2010
Posts: 336

Re: Alert Banner

 

 

 

--
Adam
Comcast National Engineering // Customer Protection Team
Posted by
Contributor
Member Since: ‎04-20-2007
Posts: 16

Re: Alert Banner

I have followed the provioded link and at the end it determines that I am not infected.  I do not have a book for my router.  I will look into the reset tip. Thanks.

Posted by
Official Employee
Member Since: ‎09-13-2010
Posts: 336

Re: Alert Banner

You're welcome. You should be able to find the documentation on the manufactures website as well.

You can also see what we're seeing by visiting https://amibotted.comcast.net

 

--
Adam
Comcast National Engineering // Customer Protection Team
Highlighted
Posted by
Email Expert
Member Since: ‎04-27-2004
Posts: 18,241

Re: Alert Banner

What kind of router do you have? We should be able to help you fix it, and find an online manual.

Posted by
Contributor
Member Since: ‎04-20-2007
Posts: 16

Re: Alert Banner

I have an Apple time machine

Posted by
Email Expert
Member Since: ‎04-27-2004
Posts: 18,241

Re: Alert Banner

I think you mean Time Capsule; Time Machine is the backup software that uses it.

 

You configure the Time Capsule using the Apple Airport Utility. To enter DNS servers, select Internet from the toolbar, go to the Internet Connection tab, and enter the servers in the DNS Servers fields. The manual can be found at:

 

http://manuals.info.apple.com/en_US/Apple_AirPort_Networks_Early2009.pdf

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