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Learn how to protect yourself

Scams and Internet abuse come in many forms, such as spam. Learn how to protect your computer and yourself with these tips.


Email scams

Scammers are increasingly more sophisticated in their attempts to attain personal information. One common clever attack is known as Phishing.

Phishing is an attempt to acquire confidential information — like usernames, passwords and credit or debit card details — by pretending to be a real company. Cybercriminals can be quite sophisticated and often do a good job of tricking people into sharing their personal information. They purposely copy the look of a major company’s advertising or website to make their fraudulent emails look legitimate.

There are three useful signs to help identify a Phishing attack:

  • Unprofessional Presentation - Be wary of emails with poor grammar and spelling mistakes. A legitimate professional organization would not send a sloppy email to their customers.

  • Phony Links - If you think an email is suspicious, use your mouse to hover over the link without clicking on it. If the link you see while hovering does not match the link that’s in the email, it’s likely to be a fraud. You should never open attachments from unknown or suspicious senders.

  • Threatening Tone - Legitimate companies don’t threaten their customers. Never respond to emails about “account closures” or “security compromises,” etc.
  • Never open attachments from unknown or suspicious senders.
  • Be suspicious of any email that asks for your personal account information, such as user names, passwords and account numbers. Time Warner Cable will never ask you to provide personal account information, billing or payment information through email.
  • Make sure you use a secure server when submitting credit card information by looking at the beginning of the web address in your browser’s address bar. It should be https:// to indicate it is a secure site rather than just http://.
  • If you think you have received a fraudulent email from Time Warner Cable, forward a copy of the entire email to


Internet scams

What is a Green Dot MoneyPak® card?

Green Dot MoneyPak cards are pre-paid cards available at convenience stores and pharmacies. Consumers add money to the cards and use them to pay bills and add money to online accounts. Green Dot also produces pre-paid debit cards.

What are the scammers doing?

Scam artists are using both types of cards to get cash from victims. To perpetrate the fraud, scammers call victims and tell them they are calling from Time Warner Cable. They offer them a discount or special upgrade of service if they agree to pay in advance. They tell victims to buy a Green Dot MoneyPak card and to place money on the card. Victims then provide the MoneyPak PIN, allowing the scammers to transfer the money immediately from the Green Dot card to another account. Once transferred, the victim’s money is lost.

This scam is spreading across the country, and many companies have been affected by it.

What should I do?

If you feel you were a victim of fraud, contact your local police agency and file a report.

Green Dot MoneyPak cards and similar cash-load cards have been the focus of scammers around the country to defraud unsuspecting people. Avoid reacting to requests requiring you to purchase MoneyPak cards, but if you do purchase one for any reason treat it like cash because unlike credit cards, MoneyPak transactions can never be reversed.

Scammers have the ability to “spoof” their caller ID information to make it appear they are calling from our company when, in fact, they are not. Verify and confirm details, special offers or account status by calling Time Warner Cable directly at 1-800-TWC-HELP (1-800-892-4957).

If someone calls you and demands payment via a MoneyPak card or other cash-loaded card, you should disconnect without providing any information or taking any instructions from the caller. Time Warner Cable will NEVER make an offer for service, discounts or other special offerings contingent upon payment through a MoneyPak or other cash-loaded card.


MoneyPak offers on its website these tips on how to protect yourself from fraud:

  • Never give your MoneyPak number to someone you don’t know.
  • Never give receipt information about your MoneyPak purchase to another party.
  • Use your MoneyPak only to reload your prepaid cards or accounts you control.
  • Refuse any offer that asks you to buy a MoneyPak and share the number or receipt information by email or phone.
  • To use your MoneyPak with PayPal or eBay or other online merchants, transfer the money to your PayPal account before you pay the merchant. Don’t email your MoneyPak number directly to any merchant.
  • Don’t use the MoneyPak to pay taxes or fees to claim “winnings” on a foreign lottery or prize promotion. Unless it’s an approved MoneyPak partner, don’t use MoneyPak for any offer that requires you to pay before you get the item.
  • Check this list of approved MoneyPak partners before you use your MoneyPak to pay.

Tips courtesy of MoneyPak


Reporting spam and abuse

If you receive unsolicited/unwanted email, Time Warner Cable supplies customers with the ability to report these messages as spam. Sign in to your TWC Mail and identify the unsolicited messages in your inbox and click the Report SPAM button. This process helps our support team by identifying and blocking future messages from abusing the network. You can also forward samples as attachments to

Please note that we are not able to take action on an account without being able to substantiate "abuse" allegations with documentation of one or more violations of our Acceptable Use Policy (AUP). While a description of the events is useful in determining the intent of the potential abuser, it does not substitute for actual system logs, which can provide a reliable record of online activity.

Due to the wide variety of Internet security programs on the market today, Time Warner Cable requests that your report of instances of Network Abuse from a Time Warner Cable customer include detailed time stamped logs in plain text format so that we may better assist you.

Time Warner Cable will not accept logs that are not in plain text (ascii) format. Do not attach files to your email. All logs must be included in the body of the message. Emails should be sent to

Your logs must contain the following information in order for Time Warner Cable to process them:

  • Date of incident
  • Time of incident
  • Time zone where logs are captured
  • Source IP address or host name
  • Destination IP address or host name
  • Destination port

Please remove any reports regarding non-Time Warner Cable IPs from your logs.

If the incident that was the basis of the complaint was not instigated by a Time Warner Cable customer, or someone using the Time Warner Cable system, or is not related to the Time Warner Cable system or content maintained by Time Warner Cable, then Time Warner Cable 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 probe originated.

Complaints regarding the posting, distribution or availability of child pornographic material should be submitted to

Time Warner Cable’s subscribers and account holders may not upload, post, route, transmit, link or otherwise make available on or via any material protected by copyright in a manner that infringes that copyright.

In accordance with the Digital Millennium Copyright Act of 1998 (“DMCA”), Time Warner Cable’s policy is to terminate, in appropriate circumstances, the access of any subscriber or account holder who is a repeat infringer. If you believe that a Time Warner Cable subscriber or account holder has engaged in repeated infringement of your copyrighted materials in connection with, please see "Designated copyright agent" below and provide our designed copyright agent with information sufficient to show that the subscriber or account holder is a copyright infringer and that appropriate circumstances exist for Time Warner Cable’s termination of such subscriber or account holder.

Time Warner Cable expressly reserves the right to terminate or suspend the service of any subscriber or account holder even for a single act of copyright infringement.

Each subscriber and account holder agrees that, if he or she is terminated pursuant to this policy, he or she will not attempt to establish a new account with Time Warner Cable under any name, real or assumed. Please note that not all services provided by Time Warner Cable limit usage to subscribers and account holders and that Time Warner Cable is not able to terminate service usage by users who are neither subscribers nor account holders.

These policies do not affect any other rights that Time Warner Cable may have under law or contract, and all such rights are expressly reserved by Time Warner Cable.

The DMCA provides recourse for copyright owners who believe that that material appearing on the Internet infringes their rights under U.S. copyright law. Specifically, if you believe in good faith that material infringing your rights resides on by reason of storage at the direction of any user, or that such infringing material is at an online location that is referred or linked to via an information location tool (such as a directory, index, reference, pointer or hypertext) made available as part of the service, you (or your agent) may send to Time Warner Cable a notice requesting that Time Warner Cable remove the material or block access to it. If you believe in good faith that someone has wrongly submitted to TWC a notice of copyright infringement against you, the DMCA permits you to send to us a counter-notice. Notices and counter-notices should be sent to Time Warner Cable’s designated copyright agent (see "Designated copyright agent" section below), and they must meet the following requirements:

  • A physical or electronic signature of a person authorized to act on behalf of the owner of an exclusive right that is allegedly infringed;
  • Identification of the copyrighted work claimed to have been infringed, or, if multiple copyrighted works at a single online site are covered by a single notification, a representative list of such works at that site;
  • Identification of the material that is claimed to be infringing or to be the subject of infringing activity and that is to be removed or access to which is to be disabled, and information reasonably sufficient to permit Time Warner Cable to locate the material;
  • Information reasonably sufficient to permit Time Warner Cable to contact the complaining party, such as an address, telephone number, and, if available, an electronic mail address at which the complaining party may be contacted;
  • A statement that the complaining party has a good faith belief that use of the material in the manner complained of is not authorized by the copyright owner, its agent, or the law; and
  • A statement that the information in the notification is accurate, and under penalty of perjury, that the complaining party is authorized to act on behalf of the owner of an exclusive right that is allegedly infringed.

We suggest that you consult your legal advisor before filing a notice or counter-notice.

DMCA notices and counter-notices, and repeat infringer information, should be delivered to Time Warner Cable’s designated copyright agent:


C. Dzujna
Time Warner Cable
60 Columbus Circle
New York, NY 10023

Violations of system or network security are prohibited, and may result in criminal and civil liability. Time Warner Cable will investigate incidents involving such violations and may involve and will cooperate with law enforcement if a criminal violation is suspected. Examples of system or network security violations include, but are not limited to the following:

  • Unauthorized access to or use of data, systems or networks, including any attempt to probe, scan or test the vulnerability of a system or network or to breach security or authentication measures without express authorization of the owner of the system or network.

  • Unauthorized monitoring of data or traffic on any network or system without express authorization of the owner of the system or network. This would include use of sniffers or SNMP tools.

  • Interference with service to any user, host or network including, without limitation, email bombing, flooding, deliberate attempts to overload a system and broadcast attacks.

  • Forging of any TCP-IP packet header or any part of the header information in an Email or a newsgroup posting.

  • You must adopt adequate security measures to prevent or minimize unauthorized use of your account, including proper levels of security on mail, web and news servers maintained at your location.

  • You may not attempt to circumvent user authentication or security of any host, network or account ("cracking"). This includes, but is not limited to, accessing data not intended for you, logging into or making use of a server or account you are not expressly authorized to access, or probing the security of other networks. Use or distribution of tools designed for compromising security is prohibited. Examples of these tools include, but are not limited to, password guessing programs, cracking tools or network probing tools.

  • You may not attempt to interfere with service to any user, host, or network ("denial of service attacks"). This includes, but is not limited to, "flooding" of networks, deliberate attempts to overload a service, and attempts to "crash" a host.

  • Users who violate systems or network security may incur criminal or civil liability. Time Warner Cable will cooperate fully with investigations of violations of systems or network security at other sites, including cooperating with law enforcement authorities in the investigation of suspected criminal violations.

  • Distributing viruses to and from Time Warner Cable systems.

  • Installation of 'auto-responders', 'cancel-bots' or similar automated or manual routines which generate excessive amounts of net traffic, or disrupt net newsgroups or Email use by others.

  • Engaging in any of the above activities using the service of another provider but channeling such activities through a Time Warner Cable account or re-mailer, or using a Time Warner Cable account as a mail drop for responses.

  • Customers are liable for having unsecured services, and would be held liable if unknown 3rd parties utilize these services at any time. It is the customer's responsibility to monitor these services. Examples of unsecured services would be use of SMTP relay, incorrect configuration of Proxy or SOCKS services or unsecured operating systems.

  • Customers are responsible for configuring their services to prevent the disruption of service to other customers. (PC Anywhere, SNMP Broadcasters, etc.)

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