Existing Customer?   Log in Create Account


Reporting Internet Abuse

Please select a topic below for additional information on Internet Abuse.

Reporting

What is Internet abuse?

Internet abuse is an activity that involves the use of the Internet in an abusive manner. It consists of threats and harassment, viruses, spamming, port scanning, hacking, DOS attacks, and copyright infringement.

How do I report an incident of Internet abuse?

In order to report an Internet abuse, it is recommended that you provide evidence in the form of a firewall log or e–mail header.

The types of Internet abuse that requires evidence using an e–mail header are threats and harassment, spamming, and phishing e–mail. Follow the steps below to report the incident:

  1. Examine the e–mail header. The e–mail header information is necessary to identify where a message originated from. Click Here for instructions on how to view the e–mail header.
  2. Locate the offending IP address. Read the e–mail header from the bottom up. The first "Received" line should indicate the IP address and timestamp. The IP address and timestamp should be included in the complaint.
  3. Determine who is responsible for the IP address. Go to http://whois.arin.net and enter the offending IP address into the ARIN WHOISRWA search box. Most organizations have abuse contact information listed under the Point of Contact section.
  4. Send the evidence to the organization responsible for the IP address. If the offending IP address belongs to Charter, report the incident to abuse@charter.net. If the offending IP doesn’t belong to Charter, report the incident to the owner of the IP address. Be sure to include in the complaint the full e–mail header.

Note: We cannot process an abuse complaint unless it includes the full e–mail headers.

The types of Internet abuse that requires evidence of firewall or server log are port scanning, DOS attacks, and hacking. Follow the steps below to report the incident:

1. Examine the firewall or server log. The firewall or server log will contain the activity, the IP address, and the time stamp of which the abuse occurred. Refer to your firewall vendor by contacting or visiting their website for help in reading the firewall log and finding the date and time of the abuse.

2. Locate the offending IP address. Read the firewall or server log to determine the IP address and time stamp.

3. Determine who is responsible for the IP address. Go to http://whois.arin.net and enter the offending IP address into the ARIN WHOISRWA search box. Most organizations have abuse contact information listed under the Point of Contact section.

4. Send the evidence to the organization responsible for the IP address. If the offending IP address belongs to Charter, report the incident to abuse@charter.net. If the offending IP doesn’t belong to Charter, report the incident to the owner of the IP address. Be sure to include in the complaint the complete firewall or server log.

Note: Charter cannot process an abuse complaint unless it includes a complete firewall or server log that contains the evidence of abuse.

How do I report a copyright violation?

If you believe that a Charter IP address is violating your copyright claim to original material such as a song, film or software, please report the incident to dmca@charter.net. You must be the copyright holder to file a DMCA notice. Please comply with the standards of the Digital Millennium Copyright Act (DMCA).

What should I do if I am threatened over the Internet (via e–mail, chat, or other form of online communication)?

If you are threatened over the Internet:

  • Do not respond to the threatening or dangerous e–mail, chat or other communications.
  • Do not delete the offensive or dangerous e–mail. Instead, turn off the monitor and contact local law enforcement.
  • Report the incident to your local law enforcement agency, as you would any other crime committed against you.

back to top »

How To Respond

What should I do if I am threatened over the Internet (via e–mail, chat, or other form of online communication)?

If you are threatened over the Internet:

  • Do not respond to the threatening or dangerous e–mail, chat or other communications.
  • Do not delete the offensive or dangerous e–mail. Instead, turn off the monitor and contact local law enforcement.
  • Report the incident to your local law enforcement agency, as you would any other crime committed against you.

What should I do if I am the victim of identity theft?

If you believe that you have been a victim of identity theft, take the following steps immediately:

  1. Place a fraud alert and/or freeze on your credit report. For more information, click Here.
  2. File a report with the three major credit reporting agencies:
    1. Equifax
      PO BOX 740241
      Atlanta, GA 30374–0241
      Phone: 1–800–525–6285
      Website: www.equifax.com
    2. Experian
      PO BOX 9532
      Allen, TX 75013
      Phone: 1–888–397–3742
      Website: www.experian.com
    3. TransUnion
      Fraud Victim Assistance Division
      PO BOX 6790
      Fullerton, CA 92834–6790
      Phone: 1–800–680–7289
      Website: www.transunion.com
  3. Close any accounts that you suspect were involved in the scam. Immediately call and speak to the fraud or security department at each company. Making this a priority will ultimately reduce your liability. Follow-up each call in writing. Send letters as certified mail with return receipt requested. This will enable you to prove that the companies received the letters.
  4. File a police report with your local agency, and get a copy. Financial institutions especially require a copy of the police report in order to continue with their investigation.
  5. File a complaint with the Federal Trade Commission. You can file a complaint on line and get more information on identity theft by going to www.ftc.gov/idtheft.
  6. If you discover that your credit card was used to pay another Charter customer's bill without your permission, or if you believe you were otherwise the victim of identity theft regarding your Charter account, please visit www.charter.com/idtheft for more information.

back to top »

Email

What is an e–mail header?

Complaints cannot be processed unless you send us a sample that includes full e–mail header. An e–mail message consists of two major sections:

1. Body: The message itself, sometimes containing a signature block at the end.

2. Headers: Contains the sender (From:), receiver (To:), summary (Subject:), and other information about the e–mail.

  • From: Contains the e–mail address of the sender of the message. Just beware the From: line can be easily forged.
  • To: Contains the e–mail address of the receiver of the message. The "To" header in the message is not necessarily related to the addresses to which the e–mail is delivered. The actual delivery list is supplied in the SMTP protocol, not extracted from the header content. The "To" header is similar to the greeting at the top of a conventional letter that is delivered according to the address on the outer envelope.
  • Subject: Contains a brief summary of the contents of the message.
  • Date: Contains the local time and date when the message was originally sent.

Other common headers include:

  • Cc: Carbon copy works like an old fashion carbon paper that's use to make duplicate copies of a typed letter.
  • Received: Tracking information generated by mail servers that have handled a message.
  • Content-Type: Information about how the message is displayed, usually a MIME type.

Note: Most organizations have a dedicated machine to handle mail, called a "mail server". This machine acts like a hub for e–mail messages. When a user sends mail, the message travels to the ISP's mail server. The mail server delivers the message to its destination which is another mail server. It then sits on that second mail server until the recipient retrieves the mail.

How do I view the full e–mail header?

Follow these steps to view the full e–mail header:

1. Charter Web Mail

  • Right-click on the message subject from the list.
  • Click View Source.

2. Windows Mail

  • Click on the folder that contains the e–mail message.
  • Right-click the e–mail message and select Properties.
  • Click on Details tab.

3. Microsoft Outlook

  • Click on the folder that contains the e–mail message.
  • Right-click the e–mail message and select Options.
  • The header is the test in a box at the bottom of the window.

4. Outlook Express

  • Click on the folder that contains the e–mail message.
  • Right-click on the message and then select Properties.
  • At the top of the window, select the Details tab.

5. Apple Mail

  • Double-click on the message, choose View.
  • Select Customize Headers and drag the Show Headers icon into your toolbar.

6. Microsoft Entourage

  • Double-click on the message, select the View menu.
  • Click Internet Headers and use your mouse to pull down on the line below the header so that the entire header is visible.

7. Microsoft Outlook Express for MAC

  • Select the message
  • Click on the View option on the main toolbar.
  • Select Show Internet Headers option.

back to top »


All marks belong to their respective owners. Some of the links in this article are to Internet sites maintained by third parties, no inference or assumption should be made and no representation may be implied that either Charter or its affiliated entities operates or controls in any way any information, products or services on these third party sites.

How useful was this information?

"1" is the least useful and "5" being most useful.

We welcome your feedback.  Click Send after you have made a selection.



 
Search Support


RESIDENTIAL SUPPORT

Ask Charter




BUSINESS SUPPORT



ONLINE ORDER HELP


To check the status of your online order or for help with your order, click below.

Click to Call