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Sue CallaghanSue Callaghan 

Ransomware infection and how to re-install

I hope this message brings some answers as I'm having a really hard time getting support from AVG due to various reasons.

My old PC has been infected with a ransom ware virus. All files are locked and there is a demand to pay $1000 ransom to unlock my files. This happened while AVG was active.

I need to know how to remove this virus but more importantly, how to transfer the AVG license to my laptop without being able to connect the other PC to the Internet to uninstall AVG from it. There don't seem to be any instructions on how to do this. What happens if you have a hardware failure? Do you have to pay for a new license?

Please note that I am using a slow 3G connection and have tried multiple times to get support from AVG with no success. I am in a rural area of South Africa where telecoms are slow. I have tried the chat option several times but the web page never loads. Is there an alternative such as a simple email message? I am not able to call internationally on my mobile phone and have no other alternative. With the two available support options, I am unable to access AVG support. Why isn't there a way to email for support?

Any advice or help will be appreciated. Hopefully I'll be able to access this web page to see if anyone does respond to me. I have posted similar messages on the AVG Facebook page in the hopes that someone at AVG will actually help.

Thanks
Sue

Balasubramanian SBalasubramanian S (Avast) 
Hello Sue,

Sorry to know that your PC got infected with a ransome virus. This ransome virus should be the "Cryptolocker" virus which encrypts all your files, images and videos and to encrypt it will ask you to pay some money. Unfortunately AVG program haven't found a solution for this virus but we are working 24/7 on this to find a fix. Since there is a technical issue with our chat support you would have faced the problem in contacting our support. Now the problem is fixed. I apologize for the inconvenience caused.
Balasubramanian SBalasubramanian S (Avast) 
To uninstall the AVG program from your old computer please follow the instructions mentioned in this link: http://avgread.me/1DEtNP0 .
If the old PC got crashed then you don't have to worry about installing it the new PC, you can very well use the same license to install AVG on your new PC.

There are no email address available to contact AVG. Please have a look at this link: http://avgread.me/1FQ12oe to know AVG Customer Care .

For this ransomeware virus issue we don't have any solution right now, the only suggestion we can give is to take regular backup of your files.

Please feel free to contact us should you need any assistance. Thank you.
Sue CallaghanSue Callaghan
Thanks for your response. I'm busy downloading the product (slowly unfortunately :-(  ) and hopefully my problem with installation will be resolved. I'll forbid my husband from using my laptop as he got the cryptolocker virus in the first place by visiting one of "thise" sites...
Balasubramanian SBalasubramanian S (Avast) 
Hello Sue,

Thank you for understanding. If you get any issue in installation please do let us know. To which site you are referring to Sue?
Sue CallaghanSue Callaghan
He sheepishly admitted to going to a porn site. I have no idea which one and I was so angry I didn't ask. I (and he) assumed that the virus was acquired that way but from what I see it seems that it is normally delivered via an email attachment. I didn't see any attachments that came with recent emails that might have been responsible. Is it possible that he didn NOT get the virus via the porn site?
Balasubramanian SBalasubramanian S (Avast) 
Sorry to know that Sue. Usually this virus get from any email attachment but however when we visit any websites we must be sure that we shouldn't install any plug in or add on or any files if it suggested to do so. I am not sure whether this has caused by visiting the porn site. It may even got by visiting any other websites too. Mistakes do happen without our knowledge Sue, We got to learn from our mistakes.  I would request you to format your PC and install your Windows again. Please feel free to contact us should you need any further assistance. Thank you.
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