Comcast

Constant Guard® - Bot Removal Help

Take Action Now

Follow self-guided instructions for help removing bots and malicious software:

  1. Update Java and Flash
  2. Check your Operating System
  3. Validate or Download Security Software
  4. Get a Malware Removal Tool
  5. Add Advanced Software Protection
  6. Get Identity Theft Protection
Get Started

Norton™ is a registered mark of Symantec Corporation. IDENTITY GUARD and associated logos are trademarks or federally registered trademarks of Intersections Inc. CONSTANT GUARD and associated logos are trademarks or federally registered trademarks of Comcast Corporation. Not all features are available with Macintosh systems.

© 2015 Comcast Comcast
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Do-It-Yourself Bot Removal

Step 1 of 7: Update Java

  1. Click here to download the latest version of Java (browser restart required)
  2. Close your browser, find the downloaded file and double click to proceed.
    • If you do not want the Ask Toolbar, make sure you uncheck the option during the install

Optionally you can disable Java completely from your browser.

Chrome (show steps)

  1. Open Chrome and type "chrome://plugins" into the location bar.
  2. Click Disable underneath the Java plugin.

Firefox (show steps)

  1. Open Firefox and click the Firefox button > Add-ons (Tools -> Add-ons in Linux, OS X and Windows XP).
  2. Choose the Plugins tab.
  3. Select the Java plugin(s) and click disable.

Internet Explorer (show steps)

  1. From the Tools menu, or the Tools drop-down in the upper right, select Internet options.
  2. Click the Security tab, and then drag the slider to High.
  3. Click OK.
  4. From the Tools menu, or the Tools drop-down in the upper right, choose Internet options.
  5. Click the Security tab, and then click Custom Level...
  6. Scroll to the "Scripting" section of the list. For "Active Scripting," click Disable or Enable.
  7. Click OK, and confirm if prompted.
  8. Close and restart your browser.

Opera (show steps)

  1. Open Opera and type opera:plugins into the location bar.
  2. Click Disable next to the Java related items in the list.

Step 2 of 7: Update Adobe Flash

  1. Click here to download the latest version of Flash (browser restart required)
  2. Close your browser, find the downloaded file and double click to proceed.

Optionally you can disable Flash completely from your browser.

Chrome (show steps)

  1. Open Chrome and type "chrome://plugins" into the address bar.
  2. Find Shockwave Flash, Shockwave for Director, and Shockwave Flash and click on the Disable link for each of them.

Firefox (show steps)

  1. Click on: Tools > Add-ons > Plugins.
  2. Select "Shockwave Flash" from the list of plugins and click the disable button.

Internet Explorer (show steps)

  1. Click on: Tools > Internet Options > Program Tab > Manage add-on options button > Filters > Add-ons that run without requiring permission and Select Shockwave Object
  2. Click the Disable button at bottom.

Opera (show steps)

  1. Opera > Preferences > Advanced Tab > Content (left hand menu)
  2. Uncheck Enable Plugins

Step 3 of 7: Check for Operating System (OS) Updates

Make sure your computer has the latest version of the Windows Operating System (OS). If you haven't updated your computer in a while, please do it now.

Check the Microsoft Update Server to view the latest updates for my version of Windows OS

Step 4 of 7: Check Your Security Software

After ensuring you have the latest version of your Operating Systems installed, help protect your computer and personal information against bots and viruses while you're online.
If you do not have Norton Security Suite please download it now.

How can I tell if I have up-to-date anti-virus software on a Windows computer?

Install now

Step 5 of 7: Specialized Malware Removal Tools for Windows

Microsoft has a useful tool for removing some of the most common and prevalent malware, called the Malicious Software Removal Tool.
Please download it here to help with your bot removal:

http://www.microsoft.com/security/pc-security/malware-removal.aspx

Step 6 of 7: Add Advanced Software Protection

Get extra layers of protection from these two software tools.
Both are free and supported directly by their respective companies:

  • Immunet Protect - offers extra protection from millions of malware and spyware threats. This free, lightweight software can compliment your existing Norton Security or other anti-virus software.
  • Secunia - checks common applications on your PC to make sure you have the most up to date version and guides through any necassary updates. Malware can attack your computer through out of date applications.
Comcast does not endorse or support these prodcuts. As with any third-party software or service, if you use them, the companies that provide them will be fully responsible for any issues that arise in accordance with their terms of service.

Step 7 of 7: Get Identity Theft Protection

Be proactive! Identity Guard detects whether your credit cards, bank account numbers, or Social Security number are potentially at risk for identity theft. It will help you detect any fradulent activity by and to notify you of any important changes.

Enroll now

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What is Constant Guard?

The Constant Guard service consists of:
  • Customer Security Assurance: Highly skilled security professionals who proactively contact customers to respond to issues relating to spam, virus-infected computers, and other security-related issues.

  • Education: Our online security website includes real-time security alerts, tips, tools and other resources that help educate and protect consumers.

  • World-Class Technology:
    • Top-rated Norton™ Security Suite: Provides award-winning online protection that helps guard against identity theft, viruses, hackers, spam, phishing and more. It also includes easy-to-use parental controls to help keep your kids safe online. (A $160 value included at no additional charge.)
    • Secure Backup & Share: The new easier way to securely backup and share your valuable files, like photos. (2 GB storage included at no additional charge.)
    • Desktop Applications: The Comcast Toolbar includes anti-spyware, network-embedded anti-spam and anti-virus technologies brought to you through our partnerships with Bizanga, Cloudmark®, Goodmail CertifiedEmail™, and Return Path. In addition, we use up-to-date blocklists from Spamhaus and TrendMicro to help reduce and guard against unwanted spam.
    • Proactive Bot Notification: As a new feature of the Constant Guard service, we may email a "Service Notice" to your Comcast email address if we believe one or more of your computers may be infected with a type of virus called a Bot. A Bot is a malicious form of software that could use your computer to send spam, host a phishing site, or steal your identity by monitoring your keystrokes.
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What is a bot?

A Bot is a malicious form of software that could use your computer to send spam, host a phishing site, or steal your identity by monitoring your keystrokes.
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How can I tell if my computer is infected with a bot?

Look for the following symptoms:
  • Numerous undelivered e-mail notifications in your inbox to unknown e-mail addresses. Bots will frequently use e-mail accounts to send out spam. Spam to unknown e-mail addresses will result in a "failure to deliver" notification in your inbox. Please click here to sign into your comcast e-mail.
  • Suspicious e-mail account activity. Bots create multiple e-mail addresses in your e-mail account. If you notice additional e-mail addresses in your account that you did not create you may have an infected computer. Please click here to sign into the My Account section of your comcast.net account.
  • Multiple toolbars on your Internet Web browser. Bots will frequently install various toolbars to help collect search information from your Web browser.
  • Unusual error messages. Error messages that suggest applications cannot run or drives cannot be accessed can be indications of a bot infection.
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How did Comcast determine that I may have a bot?

We identify infected computers in several ways. First, we get data from reputable Internet research groups that specialize in bot identification. The data we get includes a list of Internet Protocol (IP) addresses that are infected and those that belong to bot command and control channels. Second, we look for malicious behavior exhibited by bots such as spam, distributed denial of service attacks and repeated connections requests to known command and control channels. We then aggregate this data to confirm whether one or more of your computers has been infected.
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How do I know the Alert Notice is from Comcast?

A Comcast "Service Notice" can be issued in the following ways:

  • An in-browser web notification that appears as a transparent message during browsing and an e-mail to your primary comcast.net e-mail address.
  • An email notification to your primary comcast.net email address.
Please click here to sign into your comcast.net email.

Below is a sample of the email sent to your primary comcast.net email account.



From: Comcast Security Assurance <abuse-noreply@comcast.net>
Subject: Constant Guard Security Notice

Constant Guard® Alert
Dear XFINITY Customer,

Your immediate attention is required.

Constant Guard from XFINITY identified that one or more of your computers may be infected with a bot. A bot is a malicious form of software that is used to send spam, host a phishing site, or steal your identity by monitoring your keystrokes without your knowledge. It may be possible you are unaware that your computer is infected with a bot.

We strongly recommend you visit XFINITY.com/BotAssistance for important information on how to remove malicious software from your computer(s).

We appreciate your prompt attention to this important security notice.


Sincerely,

Constant Guard from XFINITY
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Can I opt out of receiving future Service Notices?

No. The Constant Guard Service Notices are necessary to protect the security of all our high-speed Internet customers. Under the XFINITY Internet Acceptable Use Policy, you have the responsibility to secure any equipment that connects to the Internet via our service from external threats such as viruses, spam, bot nets, and other methods of intrusion. Comcast is sending this Service Notice to assist in that effort. As a result, this is similar to any other service notification we might send. You can close the Service Notice without any further action. We may notify you again in the future if your security is at risk.
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What is XFINITY Signature Support?

XFINITY Signature Support is your fast, affordable source for expert tech support and equipment protection - all from one trusted place!


Personal Tech

Our Personal Tech Plans give you 24/7/365 access to a team of North America-based Tech Experts to help keep your computers running smoothly and safely day after day.

  • Help with PC tune-ups, wireless networking, virus removal and online security, and more
  • Support for PCs and Macs
  • Choice of remote, phone, chat or in-home support

Equipment Protection

Our Equipment Protection Plans help protect your computers and flat-panel TVs under one affordable plan.

  • Covers most major brands - both new and old!
  • No annual contact - add or cancel anytime
  • If we can't fix it, we'll replace it

For more information, call 855 273-1433 or visit XFINITY.com/SignatureSupport.