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    Account suspended! Then told to reformat my HD!!!!

    This is a discussion on Account suspended! Then told to reformat my HD!!!! within the Sky Broadband help forums, part of the Sky Broadband help and support category; Hello, I have been with sky on the mid package for about three months but have had my connection stopped ...

    1. #1
      DarrenR's Avatar
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      Thumbs down Account suspended! Then told to reformat my HD!!!!

      Hello, I have been with sky on the mid package for about three months but have had my connection stopped by Sky. When I called the technical support I was told that I was in breech of my contract and that my account has been suspended. When I asked why, the chap on the other end of the phone said that I've been sending viruses from my email account! I assured him that I was using the supplied McAfee antivirus software and that I did not use Sky's own email as it didn't work. It has never worked! I asked what happens now and he told me to reformat my computer!!! When I asked what difference this would make he said it was the only way of getting rid of the virus I was sending. I asked how formatting my HD would stop a virus being sent from an online email account. I said surely as soon as I format and go on line again the virus will still be on my email account and start sending again. He then said... 'oh er yeah I see what you mean, don't do that then'. He then did'nt give me another solution and just said that was all he could suggest and then hung up.

      Has anyone else had this and if so what should I do? I am sooo dissapointed by thier tactics of stock answers.

      What topped it off was the fact that the bloke I was speaking to spoke very poor english and it was a faint line! Very very frustrating!

      I have run a virus check on my pc which came back negative.

      Your help greatly appreciated
      Daz


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    3. #2
      PaulSky's Avatar
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      Re: Account suspended! Then told to reformat my HD!!!!

      Have you ran any other malware, spyware, trojan or anti-virus tools? No one tool can pick up everything no matter what the box says. If your email address has been registered as being infected or you have been reported for abuse all you can do is thorougly scan your PC with multiple tools, then call them back and tell them you have cleaned the PC. IF they ask if you re-formatted just say yes, they can't see your PC so won't know you are fibbing. Just be very careful when you check the PC as if you go back online and are immediately flagged up again for abuse you will have a harder time proving you are clean again.
      By the way if you are flagged for abuse you should have been talking to the abuse people not tier 1 as we cannot handle the call.

    4. #3
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      Re: Account suspended! Then told to reformat my HD!!!!

      Darren,
      Yours is a another shocking story of bad customer care from Sky.

      But just in case there is something on your computer
      download free Avast, (remove McCrappy) before you run Avast.
      Avast is a much better AV program and is easier to use.
      Ironically, many have posted that it is much more compatible
      with Sky BB than the McCrappy software they supply.

      Free antivirus - avast! 4 Home Edition

      Also run free Ad-Aware Personal SE.
      Ad-Aware 2007 - Reviews and free Ad-Aware 2007 downloads at Download.com
      Note: After installation, the Ad-Aware program will ask you for a registration code. Just hit Cancel to run the free version.
      Last edited by murdock; 08-01-08 at 12:52 PM. Reason: revised / links added

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      Re: Account suspended! Then told to reformat my HD!!!!

      Get it done quickly too as abuse only takes call till 5pm I think.

    6. #5
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      Re: Account suspended! Then told to reformat my HD!!!!

      Another good tool is Spybot Search & Destroy

      It may not tackle viruses but helps on other matters

      Another preferred Antivirus for me is AVG, but I cant compare it to avast as I have never used avast and so would be giving a biased opinion.
      Regards,

      Tom (HSNetwork)

      A Word of advice :-
      "Dont ever p*** of your Network/System/Server Admin. Any responsible IT Admin will know more about you than you know about yourself, just ask those that have wronged me.


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      vRS's Avatar
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      Re: Account suspended! Then told to reformat my HD!!!!

      Try Spyware Doctor, and give your PC a full scan. I've found that it picks up things that other antispyware programs dont. Although on the trial version it just scans but you cant delete unless you have the full version.

    8. #7
      IWasNotTheEnemy's Avatar
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      Re: Account suspended! Then told to reformat my HD!!!!

      abuse team usually ask for confirmation HD has been formatted - from past experience of talking to them...like a receipt from PC World or something

      harsh i know, but needed to protect the network...
      -------------------------------------------



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    9. #8
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      Re: Account suspended! Then told to reformat my HD!!!!

      What a joke - how exactly do you get a receipt when reformatting your own computer?

      .

      .
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      Don't tie yourself to your ISP's email system

      www.gmail.com - free email service.
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      Re: Account suspended! Then told to reformat my HD!!!!

      That is harsh, i suppose they will want a reciept from a computer shop saying you have had some sort of service done i.e. a format, plus virus and spyware scans. Usually about 30 or something like that.

    11. #10
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      Re: Account suspended! Then told to reformat my HD!!!!

      because not a lot of people know how to do it so proof is needed to show it has been done - quite a simple request really. as i said, its to protect the network so personally i think its a valid request (maybe not the proof but asking to reformat)
      -------------------------------------------



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