Please help-what is Avast 365?

[patman394]

I have been having problems with a brand new computer and spoke to a tech. who states I need Avast 365 because my brand new computer has some virus'? I was told this would take care of the problem for $169.00 for the Avast 365. My wife called yesterday to have her computer set up with our anti-virus program and the tech. went into her computer and now we also have an Iyogi tool bar. I don't know what is going on and need some help and any would be appreciated,thanks in advance.

[DavidR]

Never heard of it. This is no program sounds like he is trying to sell you a support package, turn it down.

If you ever need help come to the forums, you get prompt help by people using the program and its free.

So what's the problem.

[patman394]

My wife, a couple days ago called Avast at the phone number on their website,(1-866-951-7679) and one of the technicians got into her computer and we don't know what happened. Now,we can't download the Avast anti-virusprogram and our computer locks up on us. We bought the computer brand new from Staples on 2-13-13.   I contacted Mr. Riley and am waiting to hear back from him as well. I called today, again at that same exact number, and the tech. stated I needed this package in order for my brand new computer of less than 2 days to work. It was working fine until my wife called the tech. at Avast at this number yesterday and wanted the anti-virus program installed on her new computer. After talking to a tech. today, my wife also noted we have an Iyogi tool bar on our computer and the tech. stated that it is not a problem and it would be taken care of. He also stated we never called yesterday and was going to charge us for this 365 package to get rid of the problem. Either someone on the inside is sending out info. to Iyogi still or Avast is hacked. I am very frustrated as I now have a $900.00 paper weight. Everytime I call the number above,of which I was told it was a correct contact number by Mr. Riley, the rep. from Avast tells me they have no record of our call but my home phone log only has this number dialed onto it. I called my phone provider and asked them if there were any other toll free numbers dialed from my home phone,anywhere, and they stated the only number dialed was the 1-866-951-7679 number. I just found this website existed last night after my wife telling me of about the problems and am hoping to get this resolved by the good people here.

[DavidR]

Yes that is 3rd party support and they are likely to try and sell you a support package for unrelated avast problems. I'm no fan of 3rd party support as if they happen to get paid a bonus on support packages some are likely to be somewhat pushy.

Well iYogi used to do 3rd party support for avast, but their contract was terminated for this kind of practice, hard sell of support packages.

If you have a specific problem we will try and help you, but please lay it out with some white space in it (paragraphs and line spaces as literally when I see a black mass of text, I find it extremely difficult to read it to the extent I stop.

[patman394]

Sorry about the spaces,I will do better.

To be honest, I am not sure what is wrong as I am afraid to go into my computer and access something I shouldn't. I was told by this third party,or whoever spoke to us on the phone, and they stated there are some virus' in my computer and the only way to get rid of them is to get the package they were pushing.

Is there an actual direct line/number to Avast to have a real tech. from Avast look/go in my computer to see what is wrong or a program offered by Avast to aid with this?

I apologize about not knowing more but I was told by a Staples' tech., that the computer would have to be looked at further and gone through by another tech. via Staples, to find the problem/virus as they were limited as to what they could do at the store, as they were stumped.

I don't mean to complain or talk trash but I am seriously thinking about getting another program/anti-virus by an Avast competitor.

Also, does Adam Riley work for Avast or a third party? I only ask because I have contacted him prior and he stated the number I have stated is the number to Avast only.

[Para-Noid]

The new guy is nekvapil(at)avast(dot)com.

With your complaint include a link to this thread. 

[DavidR]

Ignore what they 3rd party support said and just describe what the problem was that you contacted them for.

Adam is still there but he isn't the third party support manager now and nor are iYogi involved in 3rd party support.
3rd party support are unlikely to clean a virus infection under the avast support, but we have people on the forums that are malware removal specialists, they are volunteers and it is free.

If it is help with an infection or you suspect an infection:
Them this needs further analysis by a malware removal specialist.
Go to this topic http://forum.avast.com/index.php?topic=53253.0 for information on Logs to assist in cleaning malware. Use the information about getting and using the tools and attach the logs here, not in the LOGS topic.

Whilst this may look daunting, take things one step at a time, don't look at it as a whole.

When you do get the logs attached - There may be some delay due to differing time zones and availability of the volunteer malware removal specialists.

[essexboy]

I can pick up the logs here if necessary

[DavidR]

@ patman394
If you can proceed with those analysis scans and attach the logs here, you are in good hands with essexboy.

[patman394]

Thanks for the replies. It does seem daunting. I will give them a try and see what happens.

[essexboy]

If you need any assistance then just shout and we will take it a step at a time