I have Comcast Xfinity broadband Internet. My speeds have always been a consistent 57mbps. This afternoon, the Internet speed suddenly got very slow. Ran several speed tests and the best I could get was 2.7mbps. I have been on the phone with Comcast tech support several times over the past two hours and they are telling me everything looks fine on their end. They suggested I might have a virus. Told them I have Avast Antivirus and it has not warned me of any virus, malware, etc. on my computer. They're telling me I could have a virus that Avast doesn't recognize and that I should run an onlne virus scanner to make sure. Of course they didn't suggest which one I should use. I'm reluctant to run an online virus scanner because I know they can contain malware. Is there an online virus scanner that geeks-to-go can recommend?
Computer Internet suddenly very slow [Solved]
Posted 22 July 2014 - 12:08 PM
My username is LiquidTension, but you can call me Adam. I will be assisting you with your malware-related problems.
If you would allow me to call you by your first name I would prefer that.
Important: I have laid out some "ground rules" I would appreciate you follow. Please read through the points below to ensure this process moves as quickly and efficiently as possible.
- Please read through my instructions thoroughly, and ensure you carry out each step in the order specified.
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Posted 23 July 2014 - 07:14 AM
They suggested I might have a virus.
This is unlikely. Viruses are relatively uncommon nowadays. What you may have is an assortment of Trojan, Adware, Spyware, Dialer, Potentially Unwanted Programmes (PUPs) or Rootkit infection. Or your Internet-related issues may be completely unrelated to malware.
I'm reluctant to run an online virus scanner because I know they can contain malware.
Indeed. it is not uncommon to find numerous hits from untrustworthy or scam sites which mis-classify detections, provide misleading information or recommend downloading potentially unwanted programmes, or even malware.
Is there an online virus scanner that geeks-to-go can recommend?
Yes. As part of this process I will provide instructions on how to run an online scan.
For now, please run the following diagnostic tools. These will allow me to ascertain the state of your computer, and whether or not your computer is infected.
Farbar Recovery Scan Tool (FRST) Scan
- Please download Farbar Recovery Scan Tool (x32) or Farbar Recovery Scan Tool (x64) and save the file to your desktop.
- Note: Run the version compatible with your system. Run both if you do not know your system's bit-type. One will run.
- Windows XP: Double-click FRST.exe or FRST64.exe to run the programme.
Windows 8/7/Vista: Right-Click FRST.exe or FRST64.exe and select Run as administrator to run the programme.
- Click Yes to the disclaimer.
- Ensure the Addition.txt box is checked.
- Click the Scan button and let the programme run.
- Upon completion, click OK, then OK on the Addition.txt pop up screen.
- Two logs (FRST.txt & Addition.txt) will now be open on your desktop. Copy the contents of both logs and paste in your next reply.
- Please download aswMBR and save the file to your desktop.
- Temporarily disable your anti-virus software. For instructions, please refer to the following link.
- Windows XP: Double-click aswMBR.exe to run the programme.
Windows 8/7/Vista: Right-Click aswMBR.exe and select Run as administrator to run the programme.
- If you are prompted to download the latest anti-virus definitions from avast!, click Yes.
- If you are prompted to enable the use of "Virtualization Technology", click Yes.
- Click the AV Scan: drop down box and click C:\.
- Click Scan.
- Upon completion, you will see Scan finished successfully. Click Save log.
- Re-enable your anti-virus software.
- Copy the contents of the log and paste in your next reply.
Note: Do NOT attempt to click Fix or FixMBR.
Note: A file (MBR.dat) will be created on your desktop. Do NOT click or delete it.
In your next reply please include the following logs. Please be sure to copy and paste the requested logs, as well as provide information on any questions I may have asked.
- aswMBR log
Posted 25 July 2014 - 09:31 PM
Do you still require help?
I apologize for not replying sooner. Last minute trip out of town for work that will last through the end of next week. I will reply once again when I return. Again, my apologies.
Posted 31 July 2014 - 01:35 PM
Not a problem.
Comcast sent a technician out today. He replaced the modem and rewired our service from the junction box to our home. All is working perfectly! Not sure why Comcast suggested a virus on the phone, but I couldn't be happier right now. Thank you Liquid Tension for your assistance.
Posted 31 July 2014 - 02:57 PM
If you're the topic starter, and need this topic reopened, please contact a staff member with the address of the thread.
Everyone else please begin a New Topic.
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