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DNS Changer

What is DNS Changer Malware?

DNSChanger is a form of malware that silently redirects Internet traffic on infected devices.  It can infect workstations, laptops, and routers, and can be difficult to remove.  The FBI was rerouting traffic from infected computers, so you may not know that your devices are infected. However, the FBI has discontinued this service.  This means that Internet users must secure their own equipment.

Take Action

Following the links below will provide you with information to help you manage the situation and re-secure your home computer equipment. 

                       


 
 
 
 
 
 
 
 
 
 
 

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.


Name of the Tool URL
Charter Online Scanner charter.net/security
Hitman Pro (32bit and 64bit versions) surfright.nl/en/products/
Kaspersky Labs TDSSKiller support.kaspersky.com/faq/?qid=208283363
McAfee Stinger mcafee.com/us/downloads/free-tools/stinger.aspx
Microsoft Windows Defender Offline windows.microsoft.com/en-US/windows/what-is-windows-defender-offline
Microsoft Safety Scanner microsoft.com/security/scanner/en-us/default.aspx
Norton Power Eraser security.symantec.com/nbrt/npe.aspx
Trend Micro Housecall housecall.trendmicro.com
MacScan macscan.securemac.com
Avira avira.com/en/support-for-home-knowledgebase-detail/kbid/1199 Avira’s DNS Repair-Tool

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.

Click Here To Learn More

 

Professional Help

Seek Professional Assistance

For those computer users who would rather leave the remediation of this issue up to a professional, we would recommend choosing a trusted local computer repair shop or service, such as Best Buy® / Geek Squad®, or an online service such as support.com.

For more research and detailed information about the DNSChanger Malware, how it was detected by the FBI and to read about what happened to the malware developers, click here.


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.

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