Security

Getting Started with Plusnet Protect

Plusnet Protect powered by McAfee is a security suite designed to keep you, your family and your Windows computers safe from online dangers and threats. You can find out more about the options it offers and how to use it here.

About the service

1. What is Plusnet Protect?
2. What features come with Plusnet Protect?
3. Will it run on my computer?
4. How much does it cost?
5. Does it replace my current security software?
6. What if I change my Plusnet product?
7. How can I remove the Plusnet Protect service?

Using the service

8. How long does it take to install?
9. I'm having problems downloading the software. What do I do?
10. I'm having problems installing the software. What do I do?
11. What if I have problems with using the software?
12. How do I scan my PC for viruses?
13. Plusnet Protect is showing me the message 'Your Computer is at risk'. Why? What do I do?
14. What happens if Plusnet Protect finds an infected file?
15. Do I need to update the software myself?
16. Can I re-add Plusnet Protect to my account?
17. How do I restore my default firewall settings?

About the service

1. What is Plusnet Protect?

Plusnet Protect powered by McAfee is a series of programs designed to protect you, your family and your computers when using the Internet. It's available for all accounts as an Add-On. (See How much does it cost? to see pricing details).

2. What features come with Plusnet Protect?

The main features of Plusnet Protect are:

• Blocks viruses - Anti-Virus software stops viruses getting onto your computer, checks there are none already there and removes any found
• Blocks spyware - Anti-Spyware software stops spyware being installed and removes existing spyware, keeping your data safe
• Stops hackers - The firewall prevents unauthorised access to your computer and your data
• Identity protection - Anti-Phishing software protects your identity
• Protects children - Parental controls lets you set boundaries, so your children can browse the Internet, with offensive content and pictures filtered out

3. Will it run on my computer?

Plusnet Protect works with Internet Explorer and Firefox on the following Operating Systems:

Windows XP (32 bit)
Windows Vista (32 and 64 bit)
Windows 7 (32 and 64 bit)

Your computer needs to have the following minimum specification:

256MB RAM
350MB of free hard drive space
300MHz processor

Note: Plusnet Protect doesn't currently work with Apple Macintosh computers.

4. How much does it cost?

Plusnet Protect costs £2 a month for customers on the following packages:

• Plusnet Value
• Broadband Your Way Option 1^*
• Broadband PAYG Basic^*
• Plusnet Essential^*
• Plusnet Unlimited^*
• Plusnet Premium^*

* Product no longer available, either to buy or as an upgrade option.

All other broadband packages include Plusnet Protect for no extra charge. To add Plusnet Protect to your account go to your Add-Ons page.

5. Will it replace my current security software?

Yes. In most cases, Plusnet Protect will be able to automatically remove any existing security software during installation.

Security software less than 6 months old may not be automatically removed, and should be manually removed before trying to install Plusnet Protect.

Security software more than 6 months old should be automatically removed. Here's a list of software that Plusnet Protect will remove:

6. What if I change my Plusnet product?

If you move to Plusnet Value, you will be charged £2 a month for Plusnet Protect.

If you move to Plusnet Extra or Plusnet Pro, Plusnet Protect will be included for no additional cost.

7. How can I remove the Plusnet Protect service?

You can remove Plusnet Protect from your service in the Add-Ons section of the Member Centre. To remove the software from your PC you'll need to uninstall this by going to Control Panel > Add or Remove Programs.

Using the service

8. How long does it take to install?

In most cases, the download and installation should be completed within about 30 minutes.

9. I'm having problems downloading the software. What do I do?

In most cases, download problems are due to a temporary glitch. You should try downloading the software again after a short while to see if this is successful. If you continue to have problems, please contact our Support Team using the Help Assistant or phone us on 0800 432 0200.

10. I'm having problems installing the software. What do I do?

Please contact our Support Team using the Help Assistant or phone us on 0800 432 0200, providing as much information on the problem as you can. We'll help you through the installation process.

11. What if I have problems with using the software?

Please refer to our Plusnet Protect user guide first of all. If you continue to have problems, please contact our Support Team using the Help Assistant or phone us on 0800 432 0200, providing as much information on the problem as you can.

12. How do I scan my PC for viruses?

There are 3 ways to scan for viruses. You can either:

1. Right click the McAfee icon on your PC's taskbar (you'll find this at the bottom right corner of your screen). Then choose Run a scan
2. Click Real-Time Scanning on the Plusnet Protect homepage. Then click Scan your PC
3. Or click Virus and Spyware Protection under Features and then Scan Your PC

13. Plusnet Protect is showing me the message 'Your Computer is at risk'. Why? What do I do?

This means you're not running 'real-time scanning'. You can turn it on as follows:

1. Click on Real-time Scanning on the Plusnet Protect homepage
2. Click on Real-time Scanning settings
3. Click Turn On

Your status bar will turn green and say 'Your Computer is secure'. For more details, see the Plusnet Protect user guide.

14. What happens if Plusnet Protect finds an infected file?

Plusnet Protect will try and clean the infected file. If this isn't possible you'll be given the option to quarantine the file, block access to it, or remove it completely.

15. Do I need to update the software myself?

Plusnet Protect will automatically check for updates. So long as you're connected to the Internet, it will check every 4 hours. However, you can manually check for updates if you wish.

16. Can I re-add Plusnet Protect to my account?

Yes, you can sign up for Plusnet Protect again at any time by:

1. Going to your Add-Ons page (you'll need to sign in with your account username and password)
2. Clicking the Add button next to 'Plusnet Protect powered by McAfee'

17. How do I restore my default firewall settings?

You can easily change back to your default settings by:

1. Clicking Firewall on the Plusnet Protect homepage
2. Clicking Settings
3. Clicking Restore Defaults

This page last updated 6^th February 2012