Help with Virus in Computer Protected by AVG
I am operating a Dell Dimension 3100 computer with Windows XP Home Edition, Service Pack 3, running at 1 GB internal memory.
Has AVG Home Edition, version 7.5 (.523), with virus database 270.5.4/542, and anti-spyware database 3030. It is NOT the free version. We got a new (two-year) license back on January 29th.
Virus came into the computer 15 days ago. Have tried to contact AVG regarding this problem ever since. Have gotten nothing except automatically generated responses saying that, "For operational reasons, e-mail responses may be delayed." But delays for a technical support department that claims to be 24/7/365 should be hours, not days, and certainly not weeks..
After finally getting frustrated enough, I contacted what I thought was their customer service deparment. It turned out to be just their sales department. But at least, after quibbling about my license, they did contact technical support, which then got me a different automated e-mail. But at least this was one that asked for information on my virus, and gave me downloads to provide AVG with the information they need. That was now over one week ago. I had the information they wanted gathered in a few hours, and sent it to them. Then sent it to them again a few days later, and then again a couple of days ago - and then again today. NOTHING.
When this first happened, I disconnected my computer from both the internet and the network (thankfully nothing else was on at that time). The only time I have had my computer back on is to manually load AVG updates I am acquiring from a remote computer, and then running another full scan.
I have a series of files generated from the full AVG scans which seem to be basically Excel files, with one file that is basically a notebook file that I believe is supposed to tell them what is running in the background. These files should give you the virus results that you need. I would be glad to forward these files on to anyone who can tell me what I am REALLY dealing with here.
What I am reading on the files that were placed into the virus vault is about three different viruses, and I am not sure whether any of them are really the root cause or not. But the ones I noticed most quickly were I-worm/nuwar.S (initially), and Vundo (after a few days of updates).
I can tell you that it has disabled access to Safe Mode, my Control Panel, and Mozilla Firefox. Even in Internet Explorer, there are sites it will let you go to, and sites it won't (and AVG is one that it won't). Whatever it is, it is pernicious.
I have lost patience with AVG. I wish not to hear how great an anti-virus program is, no matter how many awards they have received, if their technical teams take weeks to respond to trouble. It is in areas like tech support where you REALLY find out how good a particular company is. At this point, 'F' is way too high of a grade for the Grisoft people.
Folks, can anybody help me? Again, I will gladly forward whatever files for you if you believe it will help. Thanx in advance.
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