Step One
Step 1 of 5: Determine device(s) infected
If you have received a message in your Internet browser from Charter stating-"SECURITY ALERT – MALWARE DETECTED", then you can be sure that a device, or more than one device, and/or possibly your router as well, are indeed infected.
Please click here for detailed instructions on how to check your computing device(s) and router DNS settings.
If you have multiple computers in your home, it will be vital to determine every computer that has been impacted.
Every impacted computer will need to be cleaned and the proper DNS settings restored.
In addition, your router should also be checked and if necessary, the proper DNS settings restored.
Important Note – The FBI website provides a free tool that checks if your computer is infected with the DNSChanger, however since Charter has taken temporary measures to protect our customers, you will not be able to use the FBI tool to check your DNS. If you do, it will falsely report that your computer is not infected.
All marks belong to their respective owners. Some of the links in this article are to Internet sites maintained by third parties, no inference or assumption should be made and no representation may be implied that either Charter or its affiliated entities operates or controls in any way any information, products or services on these third party sites.
Step Two
Step 2 of 5: Clean DNSChanger Malware from all infected computing devices
Charter recommends using a trusted malware remover tool, some of which have been provided below. Any of the tools listed below can help remove the DNSChanger malware and can be used even if you have existing security software downloaded.
All marks belong to their respective owners. Some of the links in this article are to Internet sites maintained by third parties, no inference or assumption should be made and no representation may be implied that either Charter or its affiliated entities operates or controls in any way any information, products or services on these third party sites.
Step Three
Step 3 of 5: Restore DNS Server Settings on all impacted computer devices
Correct the computer’s DNS server settings. Instructions to configure your computer’s operating system to automatically obtain a legitimate Charter DNS server address are provided below.
All marks belong to their respective owners. Some of the links in this article are to Internet sites maintained by third parties, no inference or assumption should be made and no representation may be implied that either Charter or its affiliated entities operates or controls in any way any information, products or services on these third party sites.
Step Four
Step 4 of 5: Restore DNS Server Settings on gateway router
Check and correct the DNS server settings on any router or gateway device attached to your home network. For assistance with router settings, please consult with the manufacturer’s user guide.
| Router Manufacturer |
Manufacturer's Website |
Customer Support Phone Number |
| Apple |
apple.com |
(800) 275-2273 |
| Belkin |
belkin.com |
(800) 223-5546 ext 2263 |
| D-Link |
dlink.com |
(877) 453-5465 |
| Linksys |
linksys.com |
(800) 553-6387 and (800) 326-7114 |
| Netgear |
netgear.com |
(888) 638-4327 |
All marks belong to their respective owners. Some of the links in this article are to Internet sites maintained by third parties, no inference or assumption should be made and no representation may be implied that either Charter or its affiliated entities operates or controls in any way any information, products or services on these third party sites.
Step Five
Step 5 of 5: Future Protection
Are you lacking complete protection for your computer? If so, consider installing the Charter Security Suite. The Charter Security Suite includes an extensive set of security features to help you stay safe while online. You even have the ability to install it on multiple computers within your home!
Best of all, the Charter Security Suite is included at no additional charge for all Charter Internet® Plus and Ultra customers.