General Internet Security & PCguard

• What is Internet security and why do I need it?
  Security is absolutely vital if your computer is connected to the Internet. Viruses, hackers and offensive pop-ups can damage your PC and spoil your enjoyment of the Internet. Anti-Virus software and a firewall are the first lines of defence against these threats, but up to date Anti-Spyware is also essential to protect from all types of threats.
• What's the advantage of PCguard?
  You should never go online without up-to-date Anti-Virus and a firewall to protect your computer and your personal information from viruses and harmful intruders. Anti-Spyware is also advisable to make sure your PC is fully protected. PCguard Anti-Virus and Firewall are free of charge to Virgin Media customers, and protect your computer from over 140,000 viruses and other security threats. If something goes wrong with it, we can help you to fix it. PCguard Total comes with Identity Theft Protection, Parental Control and Anti-Spyware, to give you total protection in one package.
• What exactly is PCguard, and will it protect me from fraud, slow browsing and offensive pop-up ads?
  PCguard is a package of services, specifically designed to keep you safe and secure online. PCguard includes Anti-Virus, Firewall, a Pop-Up Blocker and a Privacy, offering you protection from viruses, slow browsing and offensive pop-up ads. PCguard Total includes all of this plus Identity Theft Protection, Anti-Spyware and Parental Control.
  
  The main features are:
  
  

  PCguard

  
  

  Anti-Virus - provides you with full-scale protection against malicious viruses, worms, and Trojans. Our powerful Anti-Virus software runs in the background, to block virus attacks.

  Firewall - blocks other users from accessing your computer while you are on the Internet

  Pop-Up Blocker - prevents annoying pop-ups from interrupting your Internet browsing experience. It keeps your Internet connection clean, uncluttered and fast.

  Privacy Manager - cleans traces of information left behind from Windows and your browser, prevents personal information from leaving your computer, and manages your cookies.

  
  

  PCguard Total

  
  

  Identity Theft Protection - compares the addresses of the websites you visit against a list of known fraudulent sites, and warns you if the site is on this list.

  Parental Control - blocks thousands of inappropriate websites, provides tools to help you control what programs (like Chat) your kids use, flexible enough to allow you to over-ride for any reason.

  Anti-Spyware - blocks software that can track your Internet use and steal your personal information.

  
  
• What do I need to install PCguard?
  You must have administrator rights, and your computer must meet the system requirements. You should also ensure that your computer is not using any other Anti-Virus software, which may cause conflicts that could make your computer crash.
• What if I have a problem installing PCguard?
  PCguard is very easy to install and use, but if you do have a problem, try visiting the Installing and using PCguard section of our technical support pages.
• If I have a problem using PCguard, does Virgin Media provide support?
  Yes. We can help you with any problems you may have with PCguard. There are several ways that you get help:
  

  in the Technical Support section of the PCguard site

  refer to the extensive help screens within PCguard itself, with easy instructions and warnings - you can find them via the Help menu at the top of the PCguard screen

  if you still can’t solve your problem, you can call our Technical Support team who will be happy to help you out.
• How long will it take to download & install PCguard?
  the time taken to download depends on your connection speed:
  

  Approx 4 minutes at 2Mb Broadband

  Approx 2 minutes at 4Mb Broadband

  Approx 30 seconds at 10Mb Broadband

  Approx 15 minutes at ADSL 512k Broadband

  
  Installing PCguard only takes about 2 minutes.
• New viruses are created everyday. How can I make sure my PC is protected?
  PCguard Anti-Virus automatically checks for new viruses every 3 hours, so that it recognises the very latest threats in circulation on the Internet.
• If I use PCguard, is my PC definitely protected against all viruses?
  No Anti-Virus software can guarantee to be 100% effective against all future viruses. To make sure you are protected you need to be careful and use a combination of Anti-Virus, Anti-Spyware and a firewall, and take care on the Net. Therefore we recommend that you apply all Windows updates and continue to be careful when online, especially with regard to emails with attachments from people you don't know.
• How much does PCguard cost?
  PCguard, which includes Anti-Virus, Firewall, Privacy Manager & Pop-Up Blocker, is completely free - all part of the great deal from Virgin Media. Comparable software could cost around £40 to buy, plus about £25 a year to keep up to date.

  Visit the PCguard Total section to find out how you can upgrade to PCguard Total, with Parental Control, Anti-Spyware and Identity Theft Protection.
• Do I need PCguard if I got a security package on my computer when I bought it?
  It is possible that the Anti-Virus package you got with your new computer was a trial version. Trial packages may run out and will not be updated to deal with new viruses, which are being created every day. Out of date Anti-Virus software is completely useless. By installing and using PCguard free, you will help to ensure your PC is secure and protected from viruses. If you are not paying for the subscription on the Anti-Virus package you got with your computer, then it’s likely that it is not protecting you.
• How does PCguard compare with other security products?
  PCguard is free to virgin Media customers. It is easier to use than many other security software packages, and all of your security tools can be found in place. It’s designed to work correctly with your National Broadband connection and other Virgin Media tools and services, and if you have a problem with it, our technical support team can help you to fix it.
• Will PCguard protect me from spam?
  PCguard Anti-Virus will block some forms of spam that contain viruses. Virgin Media also uses spam filters on all email that come through our email systems.
• Can I install PCguard on all the computers in my home?
  You can install PCguard on up to three PCs in your home, as long as they all meet the minimum specification required to run PCguard . PCguard is ideal for home networks.
• Can I use PCguard on a Mac?
  No. PCguard unfortunately does not work on Macs. For more info on Mac security, visit the Mac security website.
• Which operating systems are compatible with PCguard?
  PCguard will run on Windows 98 Second Edition, Windows Millennium (ME), Windows 2000, Windows XP Home, Windows XP Pro and Windows Vista. Visit the system requirements section for more details.
• Can I install PCguard on Windows 2000 and Windows XP if I'm not the administrator?
  You need to have administrator rights to install PCguard on Windows 2000 and Windows XP computers.
• Do I need to do anything once it’s installed?
  Once installed, it automatically updates itself and prompts you if you need to do anything. Apart from changing any settings that you want to change, it runs itself. You can run a scan of your PC every so often if you wish. You will find these options in the Anti-Virus screen in PCguard.
• Does PCguard update itself? How often?
  Yes. When you're connected to the Internet, it automatically updates itself, checking for new versions every three hours, to make sure it recognises the latest viruses in circulation.
• Will PCguard slow my computer down?
  If you have a PC that is more than three or four years old, it may slow it down slightly, but if you have bought a PC more recently, you should not notice any difference in operating speed. Refer to the system requirements for further information.
• Will PCguard work with the Netscape Communicator & Thunderbird email?
  PCguard has been tested with Netscape and other browsers and works fine. If you use Netscape Communicator (and Thunderbird) email software, you need to be aware that it stores all your email in one file. If PCguard finds a virus in that one email file, and cannot disinfect it, it will warn you about the risk of deleting your entire inbox, and will advise you on what to do next.
• Will PCguard work with all browsers including Netscape and Opera?
  Yes. Many of PCguard's features are not dependent on your browser. Firewall, Anti-Virus, Anti-Spyware, and Parental Control will all function normally whether you are using Netscape, Opera or Internet Explorer.
  
  However, the Pop-Up Blocker use technology that is specific to Internet Explorer so they will only function with Internet Explorer. The Ad Blocker will continue to block ads with all browsers, but the right-click option to add more advertisements to the Block Ads list will only work with Internet Explorer.
• Is PCguard available to dial-up customers?
  No. PCguard is not suitable for dial-up customers, as the update files take a long time to download. If you are a dial-up customer, you could consider some of the excellent Broadband deals on offer at www.virginmedia.com.
• Will downloading PCguard contribute to my Broadband usage allowance?
  Most National Broadband services now have no usage allowance limits, so downloading PCguard will contribute to any usage allowance. However, even if you are on a service with a 1GB per month usage allowance, downloading PCguard will still only use up 3% of your allowance that month.
• I have National Broadband Help. Will PCguard affect this?
  No. National Broadband Help & PCguard are all totally compatible, and therefore do not interfere with each other.
• I subscribe to National Broadband Extras. Will PCguard affect this?
  No. PCguard has been tested with Broadband Extras and they do not interfere with each other.
• If I move house, will my PC still be protected by PCguard?
  If you are moving, and you move your Virgin Media account with you to your new home, then your PC will continue to be protected.
• What if I connect to another Internet Service Provider?
  PCguard will not work while you are connected on another ISP's network. It will start to work again once you reconnect to National Broadband.
• If I stop subscribing to Virgin Media, will I still be able to use PCguard?
  PCguard is only available to National Broadband customers, so it will stop protecting your computer if you no longer subscribe to one of our Internet services.
• Can I install PCguard on all the computers in my home network?
  Yes. PCguard can be installed on up to three computers within your household. However, please note that our technical support team are unable to assist with problems specifically related to home networking.
• I have forgotten my PCguard password and I can't access anything in PCguard. What should I do?
  If a password is used to lock PCguard, you must enter it in order to shut it down or make any changes to your preferences. This prevents against unauthorised changes to your settings. If the password is lost, it cannot be recovered. However, it can be deleted and a new password created. For instructions on how to do this, click here.

PCguard Total

• What is PCguard Total?
  PCguard Total is the complete package of PCguard services, including all of the basic elements of Anti-Virus, Firewall, Pop-Up Blocker and Privacy Manager, plus the premium elements, Identity Theft Protection, Anti-Spyware and Parental Control.
  

  Identity Theft Protection - compares the addresses of the websites you visit against a list of known fraudulent sites, and warns you if the site is on this list.

  Parental Control - blocks thousands of inappropriate websites, tools to help you control what programs (like Chat) your kids use and flexible enough to allow for easy over-rides.

  Anti-Spyware - blocks software that can track your Internet use and steal your personal information.

  Visit the PCguard Total section for more information on how to upgrade.
• How long after I've upgraded to PCguard Total will I be able to use the premium services?
  You will be able to use them immediately if you upgrade.
• How do I upgrade my Virgin Media service?
  You can upgrade your broadband service online to at virginmedia.com.
• How do I cancel PCguard Total?
  To cancel PCguard Total or downgrade your Broadband service, please call us on the Customer Services number, which you'll find on the Contact Us section of our website.
• I was using ntl Netguard Total. Can I use PCguard Total instead?
  Yes. PCguard is very similar to Netguard, with many of the same features and settings.

Anti-Virus

• What is PCguard Anti-Virus and why do I need it?
  A virus is a tiny program that is specifically designed to add itself to your computer without your knowledge or permission. The virus can corrupt your data and damage files. PCguard Anti-Virus helps to protect your computer by working behind the scenes to detect and disinfect or delete viruses. We recommend that you perform a weekly Anti-Virus scan on your computer.
• Will PCguard protect me from new virus infections?
  New viruses are created every day, but when you're connected to the Internet, PCguard Anti-Virus automatically checks for updates every few hours to make sure your PC will be protected from new viruses.
• What do I do if I already have Anti-Virus software?
  If you currently have Anti-Virus software that you pay for, you could continue to use it. When your subscription runs out you can save money by using PCguard instead. However, if you are using out of date Anti-Virus software, or you would prefer to use PCguard, then you should uninstall your current Anti-Virus package as per the instructions supplied with that package. We strongly recommend that you uninstall your current Anti-Virus before you install PCguard. Having two sets of Anti-Virus software could cause software conflicts or slow down your computer. PCguard Anti-Virus is free.
• Is it better to have more than one Anti-Virus program installed on my PC?
  No. You will not gain any additional protection. Also, having two different Anti-Virus programs on the same computer can sometimes cause conflicts that could cause both of them to be ineffective.
• Will PCguard automatically scan my email for viruses?
  Yes. In addition to PCguard Anti-Virus scanning your folders and files, it will also scan email attachments for increased protection against viruses, worms and Trojans.
  
  For more detailed information, visit the Anti-Virus section of our Technical Support section.

Anti-Spyware

• What is spyware?
  Spyware is a small program that can sit on your PC and spy on your Internet activity without your knowledge. Fraudsters use spyware to steal your personal data, so your privacy can be threatened. This information can then be sold or passed on to advertisers or other third parties.
  Spyware can track the web pages that you visit and the files that you download, to create a profile of your Internet usage. Once installed, spyware can:
  
  

  Monitor your Internet usage

  Take a log of your typing on your keyboard and websites. This can be used to obtain usernames, passwords and other sensitive information.

  Change your homepage making it difficult to reset it. This is known as Homepage Hijacking.

  Cause excessive pop-up advertisements. This is known as Adware.

  Monitor browsing habits to gather information regarding your preferences, in order to personalise pop-up advertisements. Although not really damaging, this can be very annoying.

  Redirect you to web pages you didn’t want to visit

  Slow down your PC

  Put offensive shortcuts on your desktop

  Change your default search program to promote other fraudulent websites.

  Anti-Spyware can spot this and delete the malicious software.
• How does spyware get onto my computer?
  Spyware gets onto your computer in a similar way to viruses. Very often, it is hidden in untrustworthy websites you visit, but also from your email attachments or file sharing software. This often happens without you knowing, unless you have Anti-Spyware installed.
• How does PCguard Anti-Spyware work?
  PCguard Anti-Spyware protects your privacy on the Internet by removing tracking software. It works in a similar way to PCguard Anti-Virus by scanning the memory and drives on your computer. If spyware is found then it can be deleted and recorded in a log. For PCguard Anti-Spyware to remain effective against spyware, we continuously update the files used for scanning your PC.
• What’s the difference between Anti-Spyware and Anti-Virus?
  A firewall and Anti-Virus do not protect your system from spyware. Spyware can bypass your firewall and Anti-Virus and stay hidden for long periods of time without your knowledge. Viruses cannot be removed by Anti-Spyware. To ensure a safe experience online, you need to have Anti-Virus, firewall and Anti-Spyware on your computer. Spyware does not usually contaminate and infect one machine after another as viruses do. Also, spyware does not try to damage your computer, though it may slow it down. Spyware is designed to gather information and send it on to fraudsters and hackers.
• What kind of updates will I receive, and how often are updates available?
  Every 3 hours or so, PCguard Anti-Spyware checks to see if there is any new spyware in circulation on the Internet, and if there is, it updates its own list of threats, so that it recognises the very latest spyware and can protect against it.
  
  For more detailed information, visit the Anti-Spyware section of our Technical Support section.

Firewall

• Why do I need a firewall?
  Broadband leaves your PC vulnerable to hackers stealing your personal information and installing malicious software that can damage your PC. PCguard Firewall detects, records and prevents attempted intrusion by hackers, and prevents unauthorised programs from sending information to the Internet without your knowledge.
• What is identity theft?
  Identity theft is when someone steals personal information, such as your bank account details, to use your identity fraudulently. Computer viruses are very often connected to identity theft in that they can expose your computer to hackers who want to steal your information. To prevent identity theft, you should always use a firewall on your computer. PCguard includes a Firewall free of charge.
• Do I need to configure my firewall?
  No. The PCguard Firewall comes with a set of pre-defined rules. However, you can change them if you wish.
• How does the PCguard Firewall protect me if I have a high-speed connection?
  The PCguard Firewall scans all network activity and either allows or blocks the connection. This protects you from outside attacks. A firewall is necessary to keep unauthorised data from entering or exiting your computer. Any computer connected to the Internet is vulnerable, but the best targets are those with high-speed, always-on connections, such as cable modems. It’s fairly simple for someone to find out if they can connect to your computer and then look for files to read or damage. High-speed connections are targeted because, being “always on”, they are the simplest to track down and, being high-speed, can be used to do most damage.
• If I have a ZoneAlarm Firewall, do I need to disable or uninstall it?
  While you are installing PCguard Anti-Virus only, you should disable or shut down any firewall or Anti-Spyware programs – this should only take a few minutes. After your computer has restarted and PCguard has been installed successfully, ZoneAlarm should restart automatically. You can check this by looking for the ZA icon next to your computer's clock in the system tray. PCguard Total now includes a Firewall, which you may wish to use instead.
• Is it better to have more than one firewall program installed on my PC?
  No. You will not gain any additional protection. Also, having two different firewall programs on the same computer can sometimes cause conflicts that could make both of them less effective.
  
  For more detailed information, visit the Firewall page in the Technical Support section of our website.

Parental Control

• Why should I use PCguard Parental Control?
  The Internet should be a fun place where children can learn and enjoy themselves too. However, the Internet is also home to websites and content that are not suitable for children. The Internet carries a wealth of information that most of us eagerly want to explore, but at the same time there is some information that you may not want your child to access. PCguard Parental Control is a content filtering service to protect your child from accessing inappropriate sites. This service is not a substitute for parental supervision, but it helps parents to control the type of content that is available to their child on the Internet.
• How does Parental Control work?
  When a child tries to visit a site, this request is compared to a database of millions of sites that are deemed inappropriate for children. If this site appears on the list, then it is blocked and cannot be viewed by your child.
• Will my child know that I am using a Parental Control?
  Yes. If a child tries to access a site that contains inappropriate content, a new web page appears indicating that the site is blocked by Parental Control. There is also a small icon that appears on your computer when the security services are running.
• How can I restrict the amount of time my child spends using chat and game programs?
  You can create a 'Schedule Item' to allow children to use chat and game programs for limited time periods, after doing their homework for instance. This will override the Parental Control default settings for a limited time period. By default, Parental Control blocks inappropriate content and 'Restricted Programs' from connecting to the Internet.
• What happens if my child tries to change my settings?
  When Parental Control is enabled, you must set a password. Only this password can be used to change the settings. When a child tries to change the settings, a window appears requesting the password.
• Will PCguard Parental Control protect my PC from viruses and hackers?
  No. Parental Control is a good first step in protecting your computer, but we recommend combining the PCguard Anti-Virus to detect any viruses, and PCguard Firewall to prevent unwanted hacking or information theft.
• Can I set different options for different children?
  Yes. If you use Windows XP and you are logged in with administrator rights, PCguard Parental Control provides you with the flexibility to configure different XP accounts separately to suit the needs of all your family. Each XP account can have its own Parental Control settings, so you can set different preferences for different children, based on their age for instance. For more detailed information, visit the Parental Control section of our Technical Support section.
• I have forgotten my PCguard password and I can't access anything in PCguard. What should I do?
  If a password is used to lock PCguard, you must enter it in order to shut it down or make any changes to your preferences. This prevents against unauthorised changes to your settings. If the password is lost, it cannot be recovered. However, it can be deleted and a new password created. For instructions on how to do this, click here.

Pop-Up Blocker

PCguard Pop-Up Blocker prevents annoying pop-ups from interrupting your Internet browsing experience. It keeps your Internet connection clean, uncluttered, and fast.
• What is a Pop-Up Blocker?
  Pop-ups are advertisements that appear as a separate window while you are surfing the Internet. Some people find these annoying, as they can appear often, and slow down a browsing session. PCguard Pop-Up Blocker helps to eliminate these pop-ups so you can browse the Internet, hassle-free.
• What's the difference between the Pop-Up Blocker and the Ad Blocker?
  The Pop-Up Blocker and the Ad Blocker both block ads. The Ad Blocker blocks ads that appear within the web pages you visit. This can include banners and side panel ads. The Pop-Up Blocker blocks ads that pop-up or pop-under in their own separate window.

Privacy Manager

PCguard Privacy Manager cleans traces of data left behind from Windows and your browser, prevents personal information from leaving your computer, and manages your cookies.
• What are cookies, and how does PCguard Privacy Manager handle them?
  Cookies are files that websites sometimes place on your computer. Websites use these files to identify you when you return to the site. Cookies not only help sites to identify repeat visitors, but they also allow them to offer you a customised experience when you return to a particular site, for example remembering your personal preferences.
  
  A tracking cookie is a cookie that is shared among two or more websites for the purpose of tracking your surfing. For example if you follow a sales lead from one website to make a purchase on another website, a tracking cookie can allow the retailer to work out how many users followed a particular ad to come to their website.
  
  PCguard Privacy Manager gives you control over which cookies are allowed to stay on your PC. The Privacy Manager also includes options for you to decide to permit certain cookies to remain on your computer, by adding them to a “Trusted Web sites” list.