Answers

General Information

Road Runner is dedicated to ensuring that its service is used in a manner that is consistent with the policies set forth in the Terms of Service Agreement and Acceptable Use Policy.

In order to properly investigate a report of abuse, certain elements are required. Below is a description of what Road Runner Security and Abuse needs in order to process your report.

Road Runner will not accept logs that are not in plain text (ascii) format. Do not attach files to your e-mail. All reports must be included in the body of the message.

If the incident that was the basis of the complaint was not sent by a Road Runner customer, or someone using the Road Runner system, or is not related to the Road Runner system or content maintained by Road Runner, then Road Runner is not the proper entity to contact, as we are not in a position to take any action.

If this is the case, and you still wish to pursue the matter, you may want to contact the person responsible for the incident, or the Internet Service Provider through which the e-mail originated. A good place to begin in the instance of unwanted e-mail is http://spam.abuse.net/userhelp/howtocomplain.shtml.

Blocking Spam with CA Internet Security Suite

CA Internet Security Suite - Anti-Spam makes sure users receive messages from people they know while redirecting unknown messages. It resides within the user’s Microsoft e-mail client and offers protection for multiple e-mail accounts, prevents phishing attacks and e-mail fraud, and blocks unwanted spam. CA Anti-Spam also provides a spam score that helps determine which messages are most likely to be spam.

Learn more about CA Internet Security Suite - Anti-Spam.

Reporting E-mail Abuse

For complaints about e-mail incidents from Road Runner customers, e-mail should be sent to abuse@rr.com. If you are reporting an e-mail incident, it is important that you forward the e-mail in question (or one example e-mail) and include the full e-mail headers, logs, or other pertinent information in plain text in the body of your e-mail (not as attachments). If the full headers of the e-mail are not included, we will be unable to discern where the e-mail originated, and thus will be unable to assist you with the matter. For information on how to display full headers in your e-mail client, please select the client in use.

Entourage | Exchange | Mac OS X Mail | Netscape 6.x, 7.x | Outlook 2002, 2003 | Outlook Express 5.x, 6.x

    
Entourage

1. Open the e-mail in question that will be forwarded to Road Runner.
2. Select Source from the View menu. The message source opens in its own window.
3. Highlight the headers displayed, and copy them into the e-mail you will be sending to Road Runner Abuse.

Exchange

1. Open the e-mail in question that will be forwarded to Road Runner.
2. Select Properties from the File menu and then click the Details tab.
3. Select Message Source.
4. Highlight the headers displayed in the Message Source window, and copy them into the e-mail you will be sending to Road Runner Abuse.

Mac OS X Mail

1. Open the e-mail in question that will be forwarded to Road Runner.
2. Select Message from the View menu and then click the Long Header tab.
3. With the full headers displayed, forward the message to Road Runner Abuse.

Netscape 6.x, 7.x

1. Open the e-mail in question that will be forwarded to Road Runner.
2. Select Headers from the View menu and then select All.
   NOTE: You will need to reset this choice when viewing emails where you don't care about the full headers.
3. With the full headers displayed, forward the message to Road Runner Abuse.

Outlook 2002, 2003

1. Open the e-mail in question that will be forwarded to Road Runner.
2. Select Options from the View menu.
3. All header lines appear under Internet Headers at the bottom of the dialog that comes up.
4. Highlight the headers displayed in the e-mail, and copy them into the e-mail you will be sending to Road Runner Abuse.

Outlook Express 5.x, 6.x

1. Open the e-mail in question that will be forwarded to Road Runner.
2. Select Properties from the File menu and then click the Details tab.
3. Highlight the headers displayed in the e-mail, and copy them into the e-mail you will be sending to Road Runner Abuse.