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Thousands of broadband customers affected as Malware attacks on certain types of internet routers.

London, UK, Friday, 02 December, 2016

The problem began on Sunday and has affected customers of Talk Talk, Post Office, Fuel Broadband, Germany's Deutsche Telekom, KCOM, and Irish telco Eir, amongst others.   It involves the use of a modified form of the Mirai worm - a type of malware that is spread via hijacked computers, which causes damage to equipment powered by Linux-based operating systems. Mirai was also involved in an earlier attack that caused several of the world's leading websites to become inaccessible, including Spotify, Twitter and Reddit.   Several models of router are vulnerable to the latest cyber-assault meaning customers from several providers across the globe experienced a disrupted service.   

Fuel Broadband Response:
1st Dec 2016 
“We are remotely upgrading ZyXEL routers to protect them from the malware attack. As part of the process ZyXEL routers will return to their factory settings.  This means that any changes you have made to your router, including changing the wireless network name (SSID), wireless password, admin password, or port forwarding settings will be lost and must be re-entered.
The process should be automatic but in some cases customers may need to perform a manual reboot. If you do not see a service improvement in the next few hours, please follow the following manual reboot process:”     

Please Note: It is important to follow this process exactly.      

1 - Disconnect your router from the Internet by removing the DSLcable. 

2 - Disconnect the power cable.

3 - Wait 30 seconds then plug the power cable back in. DO NOT RECONNECT THE DSL CABLE AT THIS POINT.

4 - When the power and other lights are back on & not flashing reset the router by using a pin to push in the recessed reset button on the back of the router. Hold the button down for 30 seconds and then release it. 

5 - Plug the DSL cable back in. The router lights will flash and stabilise after a few minutes.

6 - The DSL light should be solid green and the Internet light should be solid green or flickering green. If it isn't please allow a full 5 minutes further and then reset the router by unplugging the power cable for 30 secs then reconnect the power cable.

7 - The router will now talk to our systems.  Please allow up to 30 minutes for the upgrade to complete.  The router will complete the process with a reboot.

8 - Once completed the router should be reconnected with a solid green DSL light and and the Internet light should be solid green or flickering green.   

Please accept our apologies for any inconvenience     

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