CONTACTS 
0201 - Trend Micro, Inc.
020101 - Ms. Elena (Len) Quitoriano; Customer Support Representative
020103 - Consumer Support Team
0202 - Comcast Corporation
020201 - Mr. Customer Assistant
020203 - Customer Support Department

SUBJECTS
Comcast Offers Free Norton Utilities Virus Protection May Replace Pc

1903 -
1903 -    ..
1904 - Summary/Objective
1905 -
190501 - Follow up ref SDS 4 0000, ref SDS 3 0000.
190502 -
190503 -
190504 -
190506 -  ..
1906 -
1907 -
1908 - Progress
1909 -
190901 - For the past 6 months or so, there has been continuous redirection of
190902 - search results using Google. Cache results display, but this makes it
190903 - very diffucult to cite sources.
190905 -  ..
190906 - Research found redirection of Google searches may be caused by virus,
190907 - reported on 101031 1719, ref SDS 4 ML6G
190909 -  ..
190910 - Ran reimage and it reported finding no virus threats. ref SDS 4 4P3F
190912 -  ..
190913 - Comcast sent a letter saying...
190914 -
190915 -    1.  Subject: Comcast Security Service Announcement
190916 -        Date: Thu, 18 Nov 2010 20:58:43 +0000 (GMT)
190923 -         ..
190924 -    2.  We are committed to providing you with the best and safest
190925 -        online experience possible.
190927 -         ..
190928 -    3.  As part of our ongoing efforts to help protect you while you
190929 -        are online, we are launching Constant Guard™ for High-Speed
190930 -        Internet customers in your area. Constant Guard is the result
190931 -        of a multi-year effort to create a comprehensive approach to
190932 -        protect our customers from increasingly sophisticated online
190933 -        security threats.
190935 -         ..
190936 -    4.  The Constant Guard service consists of:
190937 -
190938 -        1.  Customer Security Assurance: Highly skilled security
190939 -            professionals who proactively contact customers to respond
190940 -            to issues relating to spam, virus-infected computers, and
190941 -            other security-related issues.
190943 -             ..
190944 -        2.  Education: Our online security website includes real-time
190945 -            security alerts, tips, tools and other resources that help
190946 -            educate and protect consumers. For more details please
190947 -            visit...
190948 -
190949 -               http://www.comcast.net/security.
190951 -             ..
190952 -        3.  World-Class Technology:
190954 -         ..
190955 -    5.  Need to download the Norton Security Suite? Click Here
190956 -
190957 -               http://security.comcast.net/norton/resi/?cid=NET_33_349
190959 -         ..
190960 -    6.  Need to remove a Bot or malware? Visit the Constant Guard
190961 -        Center
190962 -
190963 -               http://security.comcast.net/get-smart/?cid=NET_33_350
190965 -         ..
190966 -    7.  Need the latest information and tips on security issues?  Visit
190967 -        the Security Website
190968 -
190969 -               http://security.comcast.net/get-smart/?cid=NET_33_350
190971 -         ..
190972 -    8.  Need to contact Comcast's Security Assurance Team? Get Help
190973 -
190974 -               http://security.comcast.net/get-help/contact-comcast-security.aspx?cid=NET_33_3
190975 -
190976 -        1.  Proactive Bot Notification: As a new feature of the
190977 -            Constant Guard service, we may email a "Service Notice" to
190978 -            your Comcast primary email address if we believe one or
190979 -            more of your computers may be infected with a type of virus
190980 -            called a Bot. A Bot is a malicious form of software that
190981 -            could use your computer to send spam, host a phishing site,
190982 -            or steal your identity by monitoring your keystrokes.  The
190983 -            email will advise you to go to the Comcast Constant Guard
190984 -            Center at
190985 -
190986 -               https://constantguard.comcast.net
190987 -
190988 -            ...where you can
190989 -            access resources to help you remove the Bot from your
190990 -            computer. An example of the Service Notice email can be
190991 -            found at
190992 -
190993 -               http://security.comcast.net/constantguard
190995 -             ..
190996 -            This
190997 -            service e-mail is designed to proactively alert you to take
190998 -            steps to protect your security interest on a real-time
190999 -            basis. Our goal is to provide customers with a safe and
191000 -            secure Internet experience.
191002 -             ..
191003 -        2.  Top-rated Norton Security Suite: Provides award-winning
191004 -            online protection that helps guard against identity theft,
191005 -            viruses, hackers, spam, phishing and more. It also includes
191006 -            easy-to-use parental controls to help keep your kids safe
191007 -            online. (A $160 value included at no additional charge.)
191009 -             ..
191010 -        3.  Secure Backup & Share: The new easier way to securely
191011 -            backup and share your valuable files, like photos. (2 GB
191012 -            storage included at no additional charge.)
191014 -             ..
191015 -        4.  Desktop Applications:  The Comcast Toolbar includes
191016 -            anti-spyware, network-embedded anti-spam and anti-virus
191017 -            technologies brought to you through our partnerships with
191018 -            Bizanga, Cloudmark, Goodmail CertifiedEmail and Return
191019 -            Path.  In addition, we use up-to-date blocklists from
191020 -            Spamhaus and TrendMicro to help reduce and guard against
191021 -            unwanted spam.
191023 -         ..
191024 -    9.  We appreciate your business.
191026 -         ..
191027 -   10.  Sincerely,
191029 -         ..
191030 -   11.  Comcast Customer Security Assurance
191032 -         ..
191033 -   12.  This is a service-related email.  Comcast will occasionally
191034 -        send you service-related emails to inform you of service
191035 -        upgrades or new benefits to your Comcast High-Speed Internet
191036 -        service.
191038 -         ..
191039 -   13.  Copyright 2010. Comcast. All other trademarks are properties of
191040 -        their respective owners.
191042 -         ..
191043 -   14.  Comcast respects your privacy. For a complete description of
191044 -        our privacy policy, click here.
191046 -         ..
191047 -   15.  Comcast
191048 -        One Comcast Center, 10th Floor
191049 -        1701 JFK Boulevard
191050 -        Philadelphia, PA 19103-2838
191051 -        Attn: CHSI
191052 -
191054 -  ..
1911 -
1912 -
1913 - 1138
1914 -
191401 - Called Comcast and talked to Alice.
191402 -
191403 - Alice is familiar with the Google search redirection problem.
191405 -  ..
191406 - Alice said that Comcast's letter received this morning, per above,
191407 - ref SDS 0 UB7M, is intended to induce Comcast customers to buy or
191408 - otherwise become a Norton virus protection program customer.
191410 -  ..
191411 - Alice said to call the virus protection program vendor for assistance
191412 - investigating Google search redirection.
191413 -
191414 -
1915 -

SUBJECTS
Virus C16 Google Search Redirection Intercepting Pccillin Virus Scan

4803 -
4804 - 1141
480501 -  ..
480502 - Virus Google Search Redirection Trend Micro Support
480503 -
480504 - Follow up ref SDS 4 0001, ref SDS 1 QU5I.
480505 -
480506 - Since Comcast of free virus protection services with Norton cannot
480507 - resolve Google search redirection problems, per above, ref SDS 0 714E,
480508 - called Trend Micro.
480510 -  ..
480511 - Talked to Katie.
480513 -  ..
480514 - Katie is familiar with the Google search redirection problem.  She
480515 - asked for the date of the last virus definition update and computer
480516 - scan.
480518 -  ..
480519 - She asked for the serial number of pccillin on the computer.  Found
480520 - this in the record on 100219 0811. ref SDS 2 IG5I
480522 -  ..
480523 - Case number....... 1-1-387474399
480525 -  ..
480526 - Katie asked for the date of last virus definition update, and the
480527 - date of the last virus scan?
480529 -  ..
480530 - This was done on................................ 101117
480532 -  ..
480533 - Katie asked to updated Pccillin virus protection.  Did that.
480535 -  ..
480536 - Asked to run a scan again to test for virus.
480538 -  ..
480539 - Katie said to call Trend Micro when the scan is complete, so the next
480540 - step can be performed to clear search redirection problems.
480541 -
480543 -  ..
4806 -
4807 -
4808 - 1128
4809 -
480901 - Virus scan on system.
480902 -
480903 - Went hiking.
480904 -
480906 -  ..
4810 -
4811 -
4812 - 1345
4813 -
481301 - Returned scan nearly complete.
481302 -
481304 -  ..
4814 -
4815 -
4816 - 1425
4817 -
481701 - Scan complete reports no virus or other threats found.
481702 -
481704 -  ..
4818 -
4819 -
4820 - 1443
4821 -
482101 - Called Trend Micro.
482102 -
482103 - Talked to John.
482105 -  ..
482106 - Updated email address and phone.
482108 -  ..
482109 - Test for "cholesterol anacetrapib.
482111 -  ..
482112 - For some reason, searches seem to work better today avoiding
482113 - redirection.
482115 -  ..
482116 - John is sending a letter with diagnostic software.
482118 -  ..
482119 - This problem and work plan seems similar to work with Trend Micro to
482120 - fix a prior virus problem reported on 091202 2306. ref SDS 1 QU5I
482122 -  ..
482123 - John advised it is possible that the recent virus definition update
482124 - fixed the virus problem causing redirection problems on c16.  This
482125 - does not seem likely because the virus scan did not report finding
482126 - any virus activity.
482128 -  ..
482129 - Another possibility is that recent updates of Microsoft Windows XP
482130 - include downloads that fix search redirection problems.
482131 -
482132 -            [...below on 101122 1116 at 1503 received letter from Trend
482133 -            Micro with instructions for downloading code to diagnose
482134 -            search redirection problems; decided not to do this work,
482135 -            since redirection seems at the moment less severe.
482136 -            ref SDS 0 W44H
482137 -
482138 -
482139 -
4822 -

SUBJECTS
Trend Micro Instructions Download Code Create Diagnostic Log C16 for

7303 -
7304 - 1503
730501 -  ..
730502 - Received letter from John at Trend Micro, per work plan above to
730503 - resolve Google redirection problem. ref SDS 0 0G4K
730505 -  ..
730506 - Since Google searches now seem to be working correctly, per above,
730507 - ref SDS 0 F45I, will forego doing this long diagnostic for now.
730509 -  ..
730510 - Letter from Trend Micro says...
730511 -
730512 -    1.  Subject: [SR1-1-387474399] Redirected to different page
730513 -        Date: 23 Nov 2010 07:13:29 +0800
730520 -         ..
730521 -    3.  This is John from Trend Micro Consumer Support. Regarding the
730522 -        website redirection, I apologize for the inconvenience this has
730523 -        caused but rest assured that I will do my best to be of
730524 -        assistance to you. We will need to gather log files from you
730525 -        and for us to be able to more effectively investigate your
730526 -        concern. Please find below the steps for gathering these
730527 -        accordingly. You may print these out for your convenience, if
730528 -        you wish:
730529 -
730530 -            [On 101127 1017 received letter from John asking about
730531 -            progress performing diagnostics on c16 to eliminate Google
730532 -            search redirection problem. ref SDS 5 H26W
730534 -             ..
730535 -            [On 101217 1210 applied Trend Micro instruction on creating
730536 -            a scan log to evaluate the problem of Google search
730537 -            redirection, ref SDS 6 716S, and submitted the log for
730538 -            analysis with a letter to Trend Micro. ref SDS 6 KO4Y
730540 -         ..
730541 -    4.  Getting the HiJackthis log:
730542 -
730543 -        1.  Please click on the link below to download HiJackThis.exe
730544 -
730545 -              http://www.trendsecure.com/portal/en-US/tools/security_tools/hijackthis/download
730546 -
730547 -        2.  Click on 'Download HijackThis Installer'.
730549 -             ..
730550 -        3.  Then click 'Save'.
730552 -             ..
730553 -        4.  In the 'Save in' in drop down, make sure you select
730554 -            'Desktop'.
730556 -  ..
730557 - Decided to save the download to....
730558 -
730559 -                g: 00 trendmicro redirection_fix
730561 -  ..
730562 - Trend Micro's letter continues...
730563 -
730564 -        5.  Then click 'Save'.
730566 -             ..
730567 -        6.  Wait for the download to complete, then click 'Run'.
730569 -             ..
730570 -        7.  After the download click 'Install'.
730572 -             ..
730573 -        8.  The Trend Micro 'HijackThis' would open, click on "Do a
730574 -            system scan and save a logfile"
730576 -             ..
730577 -        9.  Wait for bar to finish loading.
730579 -             ..
730580 -       10.  When its finished a “hijackthis.log – notepad” will show
730581 -            up.
730583 -             ..
730584 -       11.  Click 'File' and select 'Save As'.
730586 -             ..
730587 -       12.  Save it on the 'Desktop'.
730589 -             ..
730590 -       13.  Click 'Save'.
730592 -             ..
730593 -       14.  The 'HijackThis.log' would show up on the desktop. And this
730594 -            would be the file that you will attach on the email.
730595 -
730596 -               [On 101217 1210 applied Trend Micro instruction on
730597 -               creating a scan log to evaluate the problem of Google
730598 -               search redirection, ref SDS 6 716S, and submitted the
730599 -               log for analysis with a letter to Trend Micro.
730600 -               ref SDS 6 KO4Y
730602 -                ..
730603 -               [On 101227 0948 letter from Trend Micro reports
730604 -               examination of log file created on 101217, with
730605 -               hijackthis.exe program received from Trend Micro and
730606 -               according to Trend Micro instructions, did not resolve
730607 -               Google search redirection virus problem, ref SDS 7 3G5F;
730608 -               Trend Micro submits 28 additional detailed technical
730609 -               steps for customer to help Trend Micro recover from
730610 -               failure of Trend Micro virus protection with Pccillin.
730611 -               ref SDS 7 9H3P
730613 -                ..
730614 -               [On 101227 1134 letter notifies Trend Micro that Google
730615 -               Search redirection problem does not occur on Internet
730616 -               Explorer (IE), only Netscape (Firefox), ref SDS 7 NU5P;
730617 -               Window XP system on c16 reported memory could not be
730618 -               read error on shut down, ref SDS 7 NU7Q; and that
730619 -               implementing 28 detailed technical instructions received
730620 -               from Trend Micro, did not correct failure of Pccillin to
730621 -               prevent Google Search redirection virus using Firefox
730622 -               browser. ref SDS 7 NU8S
730624 -         ..
730625 -    5.  Should you require help with generating the requested log file, you may call us at 1-800-864-6027 from Mondays to Fridays, 5:00 AM to 8:00 PM Pacific time.
730627 -         ..
730628 -    6.  By the way, if you have continued difficulties with following
730629 -        and performing the provided troubleshooting steps, you may now
730630 -        avail of our Premium Services offering. This is our extended
730631 -        support package for our valued home users, with the following
730632 -        advantages:
730634 -         ..
730635 -        Enjoy direct, priority access to Trend Micro Home User support
730636 -        specialists.
730638 -         ..
730639 -        Ease your worries and let our experts do the work for you.
730640 -
730641 -            [On 101217 1210 applied Trend Micro instruction on creating
730642 -            a scan log using hijackthis.exe received from Trend Micro
730643 -            to evaluate the problem of Google search redirection,
730644 -            ref SDS 6 716S, and submitted the log for analysis with a
730645 -            letter to Trend Micro. ref SDS 6 KO4Y
730647 -         ..
730648 -        Receive the help you need, when you need it most with Emergency
730649 -        24/7 support.
730651 -         ..
730652 -    7.  For more information on the Premium Services offerings to fit
730653 -        your needs, please visit
730654 -
730655 -              http://esupport.trendmicro.com/consumer/Pages/Premium.aspx.
730657 -         ..
730658 -    8.  Best regards,
730660 -         ..
730661 -    9.  John Catequista
730662 -        Consumer Support Team
730663 -        Trendlabs HQ, Trend Micro Incorporated
730665 -         ..
730666 -   10.  In order for us to have a history of our correspondence, please
730667 -        do not delete the subject and the contents of this email.
730669 -         ..
730670 -        ===========================================================================
730672 -         ..
730673 -        For future inquiries, you may visit our support page using the
730674 -        link below:
730675 -
730676 -              http://esupport.trendmicro.com/support/consumer/consumerhome.do
730677 -
730678 -
730679 -
730680 -
730681 -
730682 -
730683 -
730684 -
730685 -
730686 -
730687 -
730688 -
7307 -