BT Privacy Online modem protection FAQ'S

The following are a list of FAQs relating to the end user experience of BT Privacy Online modem protection .

• How do I Install the application?
  1. Once you have read the overview, filled in your details and accepted the terms and conditions the application can be installed from the download taken from http://www.BT.com/modemprotection
  2. You should accept all the presented defaults and follow the instructions.
  3. Restart you machine.
  4. After restart the application will begin and can be seen in running in the bottom right hand corner of the screen. (The software launches each time you switch your PC on)

• Why do you want my address/phone number/email address?

  We need to collect this information so that we can contact you in the event of updates being made available or for various other support issues relating to the software. We will not disclose your information to any other 3rd party. Your information is subject to BT Privacy Policy (there is a link to this policy on the website www.BT.com/modemprotection )

• How do I start BT Privacy Online modem protection ?

  BT Privacy Online modem protection automatically launches on start-up. If you have chosen to stop BT Privacy Online modem protection for any reason you may restart the application by selecting the shortcut on the desktop, or by selecting the program from the Start -> programs menu.

• How can I be certain that the application is running?

  You will see an Icon displayed in the bottom right hand corner of the screen.

• What will happen if my PC attempts to make a call using a problem Dialler?

  BT Privacy Online modem protection monitors all call’s your PC attempts to make and informs you when you make an attempt to call any number not stored in your approved list.

• What do I do if my PC is attempting to dial an unapproved number?

  A warning message will alert you to the fact that your PC is about to connect to a different, uapproved number. If you want to prevent this, you should either stop the call manually, or by unplugging your modem. As a further precaution run your anti-virus or anti-spyware software to check for and fix problems. Finally check your ISP settings before attempting to redial. By following these steps you will restrict calls to numbers without your consent.

• What precautions can I take to make sure my PC is not infected with a problem dialler?

  Make sure your antivirus software is up-to-date and you have a firewall running, also run an “anti-spyware” program regularly, this will help identify and fix problems with your machine. See www.BT.com/premiumrates or contact your ISP.

• What is a Firewall?

  A Firewall is a piece of software designed to limit access to and from your PC to the Internet. Your access to the Internet contains lots of channels, or ports; each of these is a communication path to and from your PC. A firewall can limit the Internet traffic that is allowed to pass through each port.

• What is Anti-Virus?

  Anti-Virus is software that scans files on your PC to check for known viruses. If it finds any viruses it will try and eradicate the virus with an anti-virus or vaccine. It will normally advise you if it has detected any viruses and offer advice on what to do.

• Where can I get antivirus and anti-spyware software?

  Check out BT NetProtect (www.btnetprotect.com) Any computer store will stock a variety of software applications designed to stop viruses and spyware. Alternatively a simple search in any search engine for “antivirus” or “anti-spyware” will bring back a host of results.

• What is a problem dialler, virus, trojan or worm?

  Problem diallers are malicious programmes that alter the number you use to connect to the Internet often to a premium rate or international number. A virus is just a computer program. Like any other program, it contains instructions that tell your computer what to do. But unlike an application, a virus usually tells your computer to do something you don't want it to, and it can usually spread itself to other files on your computer - and other people's computers.

  Computer viruses are the "common cold" of modern technology. They can spread swiftly across open networks such as the Internet, causing billions of pounds worth of damage in a short amount of time. It is almost inevitable that if use surf the Internet and receive emails, then you will pick up a virus unless you have protected software like NetProtect.

• How can I stop pop-ups from appearing?

  You can download an update from Microsoft that will stop pop-ups in Internet Explorer. Alternatively there are many other types of browser available that have this functionality built in, enter “browser” in any search engine for a list of results. For further information contact your ISP.

• Will BT Privacy Online modem protection stop me from making an Internet connection?

  BT Privacy Online modem protection is not designed to stop you making calls from your PC, its sole purpose is to inform you that you are attempting to connect to the internet using a number that is not registered in your approved list and we believe you should be aware of. We will not inform you of attempts to call numbers starting with the following 0800 – free phone, 0845 local and national rate, 0808 and 0844, these numbers are the most commonly used by ISPs.

• How do I add a number to my approved call list?

  There are two methods used to add numbers to your accepted list.

  Firstly is to attempt to call a number not in the list, as part of the information displayed regarding the call you will be given the option to add the number to you accepted list. To do this you will be required to enter the randomly generated 4 digit pin in the confirmation box. This 4 digit pin is displayed as a graphic to stop intelligent problem diallers from capturing the pin number and forcing an elicit number from being added to your approved list.

  Secondly you may right click on the BT Privacy Online modem protection Icon in the system tray and select options. This will prompt you with a 4 digit confirmation window which will allow entry to the options window when successfully entered. The window you are now presented with is the number administration facility which will allow you to add additional numbers and to remove pre-existing numbers from the application.

• How do I remove a number from my approved call list?

  Right click on the BT Privacy Online modem protection Icon in the bottom right hand corner of the screen and select options. This will prompt you with a 4 digit confirmation window which will allow entry to the options window, when successfully entered. The window you are now presented with is the number administration facility, which will remove any or all pre-existing numbers from the application.
  

• Why is my ISPs number not stored in your list of approved numbers.

  It would be almost impossible to store every single ISP number in our approved numbers section. The majority of ISPs use one of the area codes described above, if your ISP uses a different access code (codes) confirm what it is then add it (them) to the list of approved numbers (see “How do I add a number to my accepted call list”?)

• Why does the software only store the first four digits for approved numbers?

  BT supplies the software with a range of popular ISP default access codes. The most popular ISP access numbers begin with one of the codes we provide i.e. 0800, 0808, 0844, 0845, 028. When the software checks the number you are dialling and it starts with one of the default codes supplied it will allow the call without informing you, the numbers after the first four digits are somewhat irrelevant. You can however, if you like, add the full number as supplied by your ISP without affecting performance.

• Do I have to enter all the digits of a number I give permission for my PC to call?

  NO, It is important to note the BT Privacy Online modem protection will not stop you from making any call, it will however inform you if you try to make a call to a number that you have not entered into your approved list. IF YOU ARE IN ANY DOUBT, DISCONNECT YOUR MODEM FROM THE PHONE LINE IMMEDIATELY. You can use the BT Privacy Online modem protection software even if your modem is not connected to a phone line.

• How do I turn off BT Privacy Online modem protection ?

  Right click on the BT Privacy Online modem protection Icon in the bottom right hand corner of the screen and select Remove Application. This will prompt you with a 4-digit confirmation window that, when successfully entered, will disable BT Privacy Online modem protection . BT Privacy Online modem protection will exit and will not return to an enabled state until you select the application shortcut on the desktop or restart your PC.

• How do I uninstall BT Privacy Online modem protection ?

  You must firstly chose the “disable” option from the BT Privacy Online modem protection icon in the system tray, then uninstall the application by choosing start>settings>control panel>add remove programs>BT Privacy Online modem protection >remove.

• Why am I getting a list of “error messages” flashing on my machine?

  You will only experience this if your phone line has other blocking or warning mechanisms in place such as BT Premium Rate Call barring service. Your PC could be trying to call a Premium Rate number but because you have Premium Rate Call Barring on the line it can’t physically do this. The only way the computer can interpret this is by generating a error message.

• Can a spy-program intercept the randomly generated 4 digit PIN to alter my settings?

  The Randomly generated pin number is a graphics file and therefore it is almost impossible to create a spy program which could turn a picture into text and then interrupt the pin number and enter it into the application in order to alter your settings.

• If I have a problem dialler on my PC why does it not show up in the “dial-up networking” folder?

  Some problem diallers will show themselves in the “dial-up networking” folder, others though are successful because they hide themselves so well within your PC they can’t be removed even if found by the standard uninstall features of Microsoft Windows. If a problem dialler appears in “dial-up networking” remove it right clicking and deleting.

• How can I access my “dial-up networking” options?

  “Dial-up networking” options can be accessed by choosing start>settings>network and dial-up connections. Or start>settings>control panel>network and dial-up connections.

• Can BT Privacy Online modem protection cause harm to my modem/PC?

  NO BT Privacy Online modem protection only monitors the digital communications between your computer and its modem for call requests made. It then flags to your attention, any numbers not in your approved list. BT Privacy Online modem protection in no way interrupts your Modems normal behaviour

• How can I make sure BT Privacy Online modem protection is up-to-date?

  In order to stay up-to-date you should regularly check back with the website for latest editions www.BT.com/modemprotection

• Who do I contact if I have a query concerning BT Privacy Online modem protection ?

  Support for the product is available online only. All queries should be directed to modemprotection@BT.com

• I have a problem dialler installed on my machine and can’t get online to email for support. What should I do?

  Disconnect your modem immediately. Reinstall your preferred ISP settings as a default dialup in “Dialup networking” (This information is available from your current Internet Service Provider). Attempt to access the Internet. If you are now dialling a number that does not cause BT Privacy Online modem protection to prompt you for action and you have no unapproved numbers in your BT Privacy Online modem protection Software you are not using a problem dialler application. You should now update your ant-virus software and use an anti-spyware application to resolve this issue.

• What happens if I install BT Modem Software and still receive a phone bill for calls to premium rate or international numbers?

  The BT software is provided to help you to make informed choices about your internet use. It will not stop your PC from making calls to unapproved numbers, unless you take the necessary steps. It is your responsibility to monitor the numbers that your PC calls and BT therefore accepts no liability for calls made to unapproved numbers after the installation of BT Privacy Online modem protection Software. BT also offer free Premium Rate Call Barring contact 0800 800 150.

• Why would hackers be interested in my PC?

  It’s easy to think that hackers are only interested in corporate business networks and gaining access to important information. However there is a growing trend for hackers to select "easy targets" for their own personal gain. A hacker gaining access to your PC could soon ascertain many personal details about you, such as name, address, bank account and credit card details - enough information to enable fraudulent activity.

  A more sinister aspect worth considering is that if a hacker gains control of your PC he can use your hard disk drive to store files and information; these could be of an illegal nature. Gaining control of your PC could also allow a hacker to use your PC to hack other people, or initiate "denial of service attacks" - all behind the apparent mask of your PC.

• Why should I bother with Internet Security?

  While there is no obligation for you to consider Internet Security, it is in your own interest to ensure your PC is adequately protected from virus and hackers. In the same way that you would protect your home or car from burglary or theft you should at least consider the implications of not protecting your PC while you are surfing the Internet.

• Are broadband users affected?

  If you are a Broadband user you will not be affected by “problem” diallers, as long as you have disconnected the internal dial-up modem from your phone socket and don't use this modem to make fax or voice calls.

• Does the software work with Apple Macs?

  No. Our software is designed for use with Personal Computers only as these far exceed the number of Apple Macs in the consumer marketplace. We have no plans at present to develop this solution for Apple Macs.

• What operating systems will BT Privacy Online modem protection work on?

  • Windows 2000 professional SP4
  • Windows XP Professional SP2
  • Windows XP Home Sp2
  • Windows 98SE
  • Windows ME

• Can the software be downloaded onto ISDN2e / ISDN30 / Home Highway?

  Our software has not yet been tested on ISDN or Home Highway lines, therefore if you do download it you do so at your own risk.

• Can I use the BT Privacy Online modem protection software if I am already using BT ICM Version 6.0 or above?

  The rogue dialler protection provided by the BT Privacy Online modem protection software and ICM Version 6.0 is similar, albeit they are based on different approaches. It is not recommended that both software releases are installed on the same machine as they may interact and cause unexpected behaviours.

• Does BT Privacy Online modem protection support fast user switching or changing users by logging off via the start menu?

  The BT Privacy Online modem protection software does not currently support any form of changing user that does not involve a computer restart. If you wish to change users you will need to do so by restarting your machine to ensure full protection from the software.

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