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Cox_Question's avatar
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Compromised Computer Notification from Cox Communications

I received an email on 8-26-17 claiming to be from Cox Communications that indicated that "Cox has identified that one or more of the computers behind your cable modem are likely infected with the Zeus Trojan/bot, also known as Zbot. While this malicious software is not new, it still poses a great risk to your computer and files that reside on your hard drive." 1) I want to make sure that this email is legitimate. 2) What devices can be infected by this virus? We have 2 smartphones, one laptop, and one iPad connected to our modem. 3) When I try to download the Security Suite software, I get the following error message: "We were unable to activate your Cox Security Suite service at this time. Please wait and try again later or call your local Cox Technical Support line for further assistance." Any help is appreciated.

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  • MaryF's avatar
    Former Moderator

    Hi Cox Question,

    Thank you for reaching out to Cox.

    1)  This email sounds legitimate.  Please call 1-800-753-608 to speak with one of our Customer Safety team members.  Please provide the reference number located in the subject line right, next to the date.  This team will be able to provide more information about the email that you received.

    2)  We don't know which devices are infected as we only can tell it's coming from one or more devices with your IP address.

    3)  Are you activating it from your laptop or from the smartphone or tablet?