General Information

TWC 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.

TWC 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 TWC customer, or someone using a TWC or Road Runner e-mail, or someone using the TWC system, or is not related to theTWC system or content maintained by TWC, then TWC 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.

Reporting E-mail Abuse

For complaints about e-mail incidents from TWC 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 | Outlook 2002, 2003 | Outlook 2007

    
Entourage

1. Open the e-mail in question that will be forwarded to TWC.
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 TWC Abuse.

Exchange

1. Open the e-mail in question that will be forwarded to TWC.
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 TWC Abuse.

Mac OS X Mail

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

Outlook 2002, 2003

1. Open the e-mail in question that will be forwarded to TWC.
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 TWC Abuse.

Outlook 2007

1. Open the e-mail in question that will be forwarded to TWC.
2. Click the Message tab on the top of the page. Click the small box in the bottom right-hand corner under Follow Up and Mark as Unread.
3. You'll see a Message Options window with an Internet Headers section at the bottom.
   
4. In the Internet Headers section, right-click and choose Select All, then right-click again and choose Copy.
5. In the email you'll send to TWC Abuse, right-click and choose Paste to include the headers.