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Dealing with threats from Malware

Dealing with threats from Malware

Dealing with threats from Malware

We've identified a very small number of customers who are being affected by malicious software P2PZeus. Because customers of other Internet Service Providers are also affected, we’ve worked together to identify this threat and come up with a solution.
If you've been affected, we'll have got in touch to tell you how to remove the threat.
This malicious software can be removed from your computer(s), just go to and follow the instructions.
The FAQs below are here to help you understand what's going on and give you more background information.

What is malware?

Malware is malicious software which is used to harm computer operation, steal personal information, or gain access to private computer systems. It can include viruses, spyware, adware etc. It can appear in many forms including code, scripts, and active content.
The current threat comes from two particular pieces of malware known as P2PZeus and CryptoLocker.

What does this malware allow criminals to do?

P2PZeus monitors activity in the hope of capturing banking information, which it can relay back to the criminals. It is downloaded typically by users clicking on attachments or links in emails.
The CryptoLocker malware provides a secondary opportunity for criminals to extort money from victims. It encrypts all your private files before demanding a ransom of around £200 to £300 to release the files.

How do I know if my system has been infected?

Only a very small number of Plusnet customers have been infected and if you're one of them, we’ll be sending you an email today (2nd June), to let you know what you need to do.
If you think your computer or device has been infected by other types of malware, just go to and follow the instructions.

When did Plusnet learn about this threat and when did you tell customers?

We’ve been liaising with the National Crime Agency (NCA) which has given us details of all affected users.  We agreed to alert the customers affected  and tell them about how to remove the malware by downloading the free software at

Does my existing anti-virus software (such as Plusnet Protect) protect me from threats like this?

Online security threats are constantly evolving, which is why you should make sure you install anti-virus software and keep it up to date. You should also make sure you have the latest version of your computer operating system. Be careful about clicking on links from unknown sources.

What can I do to protect themselves from these threats?

You should install anti-virus protection, such as Plusnet Protect. This is free with some of our broadband packages, or can be added for just £2 per month.
Further help and information about this specific malware threat is available at and
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