Site being blocked by Sky and Virgin - HELP

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New Member
Thread author
Oct 25, 2023
Hi All,

Apologies if this is not the correct place. We have a website and have just moved our platform from Opencart to a Shopify platform. Previously in the past we have heard from customers, on Sky and Virgin, that when trying to access the site, they receive a warning that the site is not secure etc so people cannot connect. This is inconsistent as we run a busy business with lots of sales so we know people can visit. Ive previously had the site scanned and no detection of malware could be found. My friend advised that the malware etc sits on the server, not the website itself, and that by changing onto the shopify servers, this could eradicate any issues here. Our site is SSL protected on the shopify servers.

Ive just spoken to my father who has tried to access the site and his internet at home in the UK is with SKY broadband, and hes just received a warning that my site is listed on a malware/phising list and wont connect at home. Id like to know are my above comments true, is malware attached to a server, and why on the new shopify servers would this happen. Also, does anyone know the steps, to have this changed with an internet provider to possible re scan my new site and sort out this issue, as we worry that customers might not be able to access our site sometimes.

Im a noob to all this so any advice or help on the above would be much appreciated.



Staff Member
Nov 5, 2019
Hello, Welcome to MalwareTips.
I'm nasdaq and will be helping you.

If you can please print this topic it will make it easier for you to follow the instructions and complete all of the necessary steps in the order listed.

You have posted in the Windows Malware Removal Help & Support Forum. As a Moderator and a Trainned Malware Advisor I can suggest you to run some tools to remove any malware found in our Various databases.

Please run these tools and post the logs for my review. We can than look at any remaining issues after the Scans.

If you already have Malwarebytes installed just run it as suggested, If not:

Please download Malwarebytes Anti-Malware from Malwarebytes or
from BleepingComputer

  • Right-click on the MBAM icon and select Run as administrator to run the tool.[/*]
  • Click Yes to accept any security warnings that may appear.[/*]
  • Once the MBAM dashboard opens, on the right detail pane click on the word "Current" under the Scan Status to update the tool database.[/*]
  • On the left menu pane click the Settings tab, and then select the Protection tab on the top.[/*]
  • Under the Scan Options, turn on the button Scan for rootkits and Scan within archives.[/*]
  • Click the Scan tab on the right detail pane, select Threat Scan and click the Start Scan button[/*]
  • Note: The scan may take some time to finish, so please be patient.[/*]
  • If potential threats are detected, ensure to check mark all the listed items, and click the Quarantine Selected button.[/*]
  • While still on the Scan tab, click the View Report button, and in the window that opens click the Export button, select Text file (*.txt), and save the log to your Desktop.[/*]
  • The log can also be viewed by clicking the log to select it, then clicking the View Report button.[/*]
Please post the log for my review.

Note: If asked to restart the computer, please do so immediately.

Please download AdwCleaner by Malwarebytes your Desktop.
  • Close all open programs and internet browsers.[/*]
  • Double click on AdwCleaner.exe to run the tool.[/*]
  • Click the Scan button and wait for the process to complete.[/*]
  • Click the LogFile button and the report will open in Notepad.[/*]
  • If you click the Clean button all items listed in the report will be removed.[/*]
If you find some false positive items or programs that you wish to keep, Close the AdwCleaner windows.
  • Close all open programs and internet browsers.[/*]
  • Double click on AdwCleaner.exe to run the tool.[/*]
  • Click the Scan button and wait for the process to complete.[/*]
  • Check off the element(s) you wish to keep.[/*]
  • Click on the Clean button follow the prompts.[/*]
  • A log file will automatically open after the scan has finished.[/*]
  • Please post the content of that log file with your next answer.[/*]
  • You can find the log file at C:\AdwCleanerCx.txt (x is a number).[/*]

This scan will only report what is known as obsolete or bad entries. I will peruse them and let you know if additional work is required.

Download the Farbar Recovery Scan Tool (FRST).
Choose the 32 or 64 bit version for your system.
and save it to a folder on your computer's Desktop.
Ensure that you are in an Administrator Account
Double-click to run it. When the tool opens click Yes to disclaimer.
Check the boxes as seen here:

Press Scan button.
It will make a log (FRST.txt) in the same directory the tool is run. Please copy and paste it to your reply.
The first time the tool is run, it makes also another log (Addition.txt). Please attach it to your reply.

Please attach the logs for my review.
How to attach a file to your reply:
In the Reply section in the bottom of the topic Click the "more reply Options" button.

Let me know what problems persists.

Wait for further instructions

This program is updated often.
If it's identified as suspicious by your Anti-Virus program trust it if Downloaded from the link I provided.
OR, you should restore the program from the Quarantine folder.
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