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EdHorny · #1 14-04-09, 08:19 PM

Hello,
My Sky Broadband went down, called Sky and was told that the broadband had been cancelled due to Bulk Spam Emails being sent and received, thus violating the fair terms policy. We explained that my dad had received an email with a virus/trojan and we'd struggled to get rid of it. We suffered from horrible spam pop ups for a couple of weeks before sorting it. I do myself download alot of music/films/games and do a lot of gaming too.
I now have to call their fair usage team and get it reinstated. I have loved Sky Broadband and hope this can be resolved. I also hope that the virus is the issue and not the usage we get through. has anyone else had the same problem I have???

Cheers

ED

NewsreadeR · #2 14-04-09, 08:59 PM

Did Sky not write to you to explain?

Normally you have to prove that your machine has been sorted ie formatted and set back up / cleaned of any virus like activity before they switch you back on. Good luck.

EdHorny · #3 14-04-09, 09:14 PM

No letter yet, Bank Holiday probs to blame. I have formatted and reinstalled new OS and antivirus. I'd like confirmation it was that. I want to see the letter. Make sure it was the cause.

ED

NewsreadeR · #4 14-04-09, 10:21 PM

Hopefully doing what you have done will allow yourself to get your broadband back.

Captain W · #5 14-04-09, 10:43 PM

When it gets to the stage that they block your connection, they advise that running the antivirus checks and/or spamware detectors won't work - I had a similar issue when I was with Virgin (well Telewest a couple of years back) and machine was being used as a 'bot' - they told me Norton wouldn't pick up on it as my PC was so far gone. Is this what happened?

EdHorny · #6 15-04-09, 01:34 AM

Yeah. That was it. I had to do a hard reformat and start it a fresh. Virus scanners were useless.

stevvi · #7 15-04-09, 06:40 AM

Quote:

Originally Posted by Captain W

they told me Norton wouldn't pick up on it as my PC was so far gone.

As it was so far gone? The worse something is the less likelikely it is going to be detected? Sounds like Sky talking total nonsense.

As for the OP, if you've been disconnected without being advised I'd get back to Sky and complain asap.

PaulSky · #8 15-04-09, 07:12 AM

He would have been advised by mail and most likely the letter will arrive as soon as Royal Snail catches up. If the PC has been re-formatted don't bother waiting for the letter, call tech tier 1 before 5pm and they will put you through to usage, once they are told the PC is now reformatted and cleaned you will be put back on again.
By the way stevvi, if the OP was blocked for usage then there is no complaint, it's in the Ts and Cs as he has already mentioned himself.

IWasNotTheEnemy · #9 15-04-09, 10:36 AM

think you'll find it was just suspended, not turned off as is ceased...

and you'd get a letter IF the router is assigned to your account...if not, it's prob a router 'in limbo' (as in linked to no ones account) so Sky lock them down until proved to be in use correctly on the Sky network...