Quicklinks Charter Internet Security
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:
- Examine the e–mail header. The e–mail header information is necessary to identify where a message originated from. Learn how to view the e–mail header.
- 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.
- 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.
- Send the evidence to the organization responsible for the IP address. If the offending IP address belongs to Charter, report the incident to email@example.com. 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:
- 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.
- Locate the offending IP address. Read the firewall or server log to determine the IP address and time stamp.
- 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 unter the Point of Contact section.
- Send the evidence to the organization responsible for the IP address. If the offending IP address belongs to Charter, report the incident to firstname.lastname@example.org. 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 email@example.com. You must be the copyright holder to file a DMCA notice. Please comply with the standards of the Digital Millennium Copyright Act (DMCA).
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 you 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:
- Place a fraud alert and/or freeze on your credit report. For more information, click Here.
- File a report with the three major credit reporting agencies:
- Equifax PO BOX 740241 Atlanta, GA 30374–0241 Phone: 1–800–525–6285 Website: www.equifax.com
- Experian PO BOX 9532 Allen, TX 75013 Phone: 1–888–397–3742 Website: www.experian.com
- TransUnion Fraud Victim Assistance Division PO BOX 6790 Fullerton, CA 92834–6790 Phone: 1–800–680–7289 Website: www.transunion.com
- 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.
- 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.
- 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.
- 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.
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 consist of two major sections:
- Body: The message itself, sometimes containing a signature block at the end.
- 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 forge.
- 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:
- Charter Web Mail
- Right-click on the message subject from the list.
- Click View Source.
- 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.
- 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.
- 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.
- Apple Mail
- Double-click on the message, choose View.
- Select Customize Headers and drag the Show Headers icon into your toolbar.
- 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.
- Microsoft Outlook Express for MAC
- Select the message.
- Click on the View option on the main toolbar.
- Select Show Internet Headers option.
National Center for Missing and Exploited Children®
The National Center for Missing & Exploited Children's® (NCMEC) mission is to help prevent child abduction and sexual exploitation; help find missing children; and assist victims of child abduction and sexual exploitation, their families, and the professionals who serve them.
Headquartered outside the nation's capital in Alexandria, Virginia, NCMEC was created in 1984 as a private, nonprofit 501(c)(3) organization to provide services for families and professionals in the prevention of abducted, endangered, and sexually exploited children. NCMEC is mandated by Congress and works in cooperation with the U.S. Department of Justice's Office of Juvenile Justice and Delinquency Prevention.
NCMEC is the only organization operating a 24-hour, toll-free Hotline for the recovery of missing children in cooperation with the U.S. Department of Justice. Is also the only organization operating a 24-hour child pornography tipline (www.CyberTipline.com) in cooperation with the U.S. Immigration and Customs Enforcement and the U.S. Postal Inspection Service.†
Reporting Child Pornography and Exploitation
TO REPORT CHILD PORNOGRAPHY AND EXPLOITATION, VISIT WWW.CYBERTIPLINE.COM OR CALL THE CYBERTIPLINE AT: 1-800-843-5678.
The CyberTipline, staffed by NCMEC, should be used to report incidents of child sexual exploitation including the possession, manufacture, and/or distribution of child pornography, online enticement, child prostitution, child sex tourism, extra familial child sexual molestation, and unsolicited obscene material sent to a child. The CyberTipline is staffed 24 hours a day, 7 days a week.
To report child pornography or exploitation on Charter's network, click here.
Visit NCMEC at http://www.missingkids.com to learn more.
Notice to Law Enforcement Agencies (LEA) serving requests for subscriber information on Charter Communications, Inc.
Time for Response
Due to the volume of law enforcement requests received by Charter, responsive information is generally provided within 10 to 12 business days. Call record detail requests and IP log detail requests should be limited to the narrowest period of time possible or a significantly longer time may be required to respond.
Service of Process by Law Enforcement
Charter Communications accepts service of subpoenas, warrants, court orders and other judicially authorized requests from law enforcement agencies by the following means, subject to payment of applicable costs below: Service by facsimile is preferred.
By Facsimile: (Preferred method of service)
ATTN: Law Enforcement Paralegal Charter Communications, Inc. Facsimile: 1-888-726-9069
ATTN: Law Enforcement Paralegal Charter Communications, Inc. – Legal Department 12405 Powerscourt Drive Saint Louis, Missouri 63131-3660 Facsimile: 1-888-726-9069 (preferred)
Acceptance of service by facsimile or mail is strictly conditioned upon payment of applicable charges. Charter reserves the right to require payment in advance and to withhold delivery of information until payment is received and/or to file appropriate motions with the courts.
We do not accept service at any other fax number and do not accept service at any of our local offices or facilities. Official service may also be made on the agent for service of process for Charter Communications, Inc. available from the secretary of state wherever we do business or on Corporation Service Company, 221 Bolivar Street, Jefferson City, Missouri 65101.
We do not accept service of civil subpoenas or requests for information from private parties by fax or mail. All such requests must be served on the agent for service of process for Charter Communications, Inc. available from the secretary of state wherever we do business. Charter's ability to respond to civil requests is limited by the privacy requirements of Section 631 of the Communications Act of 1934 (codified at 47 U.S.C. § 551) and all other applicable federal and state laws. Please consult applicable laws and garner subscribers written, signed consent and/or proper judicial authorization prior to making any request.
Law Enforcement Cost Reimbursement (18 U.S.C. § 2706)
To defer the cost to Charter for compliance, payment of the following minimum fees is required for all subpoena, court order and warrant requests, except for: (1) child pornography or abduction investigations; and (2) Charter subscriber telephone toll record and listing requests that are not voluminous in nature:
- $50.00 - Per lookup for basic information
- $25.00 - Per lookup for preservation of records
- $0.10/Page - For photocopies and facsimiles exceeding ten pages
- $15.00 - Minimum for overnight delivery service (Charter will fax response unless otherwise CLEARLY instructed.)
Make checks payable to Charter Communications, Inc. (Tax ID# 43-1857213) and mail payment to Law Enforcement Paralegal, Charter Communications – Legal Department, 12405 Powerscourt Drive, Saint Louis, Missouri 63131. Any and all arrangements for payment by wire transfer should be arranged with the Law Enforcement Paralegal.
All requests will be handled in the order received, subject to pending emergency requests. Requesting parties will be provided an invoice at the time of disclosure. Additional charges may apply for (i) requests that are voluminous in nature, (ii) requests for information that are not retrievable in the ordinary course of business, (iii) Court Orders requiring the installation of pen register/trap and trace devices, and (iv) Court Orders requiring interception of communications.
Status Requests and Questions
To prevent delays in response to your request and those of others, please do not ask for the status of a request for 12 business days for subscriber information and 30 days for call records. You may then fax a copy of your original subpoena with a cover page asking for the status. All questions must be submitted in writing along with a copy of the subpoena and response. Telephone inquiries cannot be accepted.
Emergency Contact Information (LAW ENFORCEMENT ONLY)
Law Enforcement Response Team On-call Phone 1-866-894-0103
This number is staffed Monday through Friday, 8:00am – 5:00pm, central standard time; and is monitored 24/7 for law enforcement EMERGENCIES ONLY (immediate danger of death or serious physical injury to any person). This contact number should not be used for status requests or specific questions about any Charter response.
What is Identity Theft?
Identity Theft may include theft of any personally-identifying information including:
- Name: Someone establishes service in your name without your authorization.
- Social Security Number (SSN): Someone uses your SSN to obtain services without your authorization.
How do I report Credit or Debit Card Fraud?
Financial account fraud occurs when someone uses your bank account information, credit or debit card to pay for services without your authorization.
If your bank account or debit/credit card statement includes unauthorized charges, duplicate charges, or incorrect amounts paid to Charter, contact your financial institution to dispute the charges. Your financial institution will handle the investigation.
How do I report Identity Theft to Charter?
In order for Charter to investigate Identity Theft, (in which someone used your identity to obtain services from Charter Communications), an Identity Theft packet must be completed.
Identity Theft Packet Contents and Requirements
- A notarized Identity Theft form.
- A copy of a valid government-issued photo-identification card (for example, your driver's license, state issued ID card, or your passport).
- Proof of residency during the time that the disputed bill, fraudulent account, or other event occurred (for example, a rental/lease agreement in your name, a copy of a utility bill or a copy of an insurance bill).
- A copy of the report you filed with the police or sheriff's department.
When you have completed the form and gathered the items listed above, please mail a copy or fax it to:
Charter Communications ATTN: Law Enforcement Response Team - Identity Theft 12405 Powerscourt Drive St. Louis, MO 63131-3674
Fax Number: 1-888-726-9069
Note: Charter will be unable to process claims that are incomplete or missing any required information.
To request to have an Identity Theft packet mailed to you, please call 314-288-3110 and leave the following information:
- First and Last Name
- Complete mailing address including city, state, and zip code
- Telephone number where you can be reached
When will I get a response?
Once Charter receives all required documentation, an investigation will be opened and a confirmation letter will be sent.
- Investigations generally take 3 - 6 weeks to complete; depending upon the nature of the claim.
- At the close of the investigation, if Charter has determined an account was opened fraudulently, Charter will make the appropriate billing adjustments and notify the credit agencies of the theft.
- You will receive notification if there is not sufficient evidence to substantiate a claim of Identity Theft.
For further information on identify theft and the steps to report it to other companies and agencies, please see the Federal Trade Commission's (FTC) website at http://ftc.gov/bcp/edu/microsites/idtheft/ or contact the FTC at 1-877-438-4338.
Acceptable Use Policy
If your computer is being used in the exchange of unauthorized copies of copyrighted material (music, movies, television shows, or software), Charter Communications request that you take action to stop the copyright infringement. Copyright infringement is a violation of Charter's Acceptable Use Policy (AUP). You can review Charter's Residential AUP by clicking here and the Commercial AUP can be found by clicking here.
Definition Of Notice Of Copyright Infringement
Charter Communications receives notices from copyright holders, or their designated agents, stating a Charter Internet subscriber has used or acquired copyrighted work(s) without authorization from the copyright holder. This is called a "Notice of Copyright Infringement."
Filing A Copyright Counter-Notification
You will want to consult an attorney for legal advice. However, if you believe that your service was not used to commit the alleged infringement, you believe that you have legal ownership of the material in question, or you have another legal right to file a counter-notice, you can file a copyright counter-notification with Charter Communications.
Note: When you file a copyright counter-notification, Charter Communications will forward your notification to the copyright holder or its designated agent. This means that your notice, including your name, address and contact information will be shared with the copyright holder or its designated agent.
For information on how to file a copyright counter-notification, click here.
The resources below will provide you with more information on copyright infringement:
- Summary of the Digital Millennium Copyright Act »
- RespectCopyrights.org »
- OnGuard Online's P2P Security »
- MusicUnited.org »
Obtaining Files Legally
You can obtain affordable music, movies, and television shows from a variety of sources. Some include:
|Rhapsody® MP3 Store:||mp3.rhapsody.com|
|Microsoft® Zune® Music:||social.zune.net/music|
|Pandora® Internet Radio:||www.pandora.com|
|Slacker Personal Radio:||www.slacker.com|
Movies and Television Shows:
For a list of online movie and television sites visit, respectcopyrights.org/getmovies.html.
Notice To Pay
Charter forwards copyright notices to the affected customers as long as the notice meets the requirements of the DMCA. It is possible a copyright holder or an agency working on their behalf, might ask you to send them money by giving you a pre-settlement offer. Charter cannot advise you on how to proceed with these pre-settlement offers.
However it's also possible you may receive an email or pop-up on your computer that accuses you of copyright infringement and is connected with a fake payment site used to collect credit card numbers. You can view an example of one of these fraudulent sites and get more information by clicking here. Charter does not ask for any payments related to copyright infringement.
Charter receives copyright infringement notices from copyright holders, which identify the name of the property (song, movie, television show, etc.) date and time of the alleged infringement, and an IP address (an unique address acquired by your modem). The copyright holders utilize various computer tools to track the sharing of movies, music, and other media over the Internet. Charter uses the IP address, date, and time to determine which customer is being accused of committing the copyright violation.
You received a Notice of Copyright Infringement because Charter received a notice from a copyright holder alleging that your Internet account has been involved in the exchange of unauthorized copies of copyrighted material (for example: music, movies, television shows, software, etc.). Charter forwards the notice on to you on the behalf of the copyright holder.
Results Of Notice
It is possible the copyright holder would take legal action against you. You should consult your own attorney for legal advice. Click here to review the government's summary of the Digital Millennium Copyright Act (DMCA).
Also, Charter may have to suspend or disconnect your service as a result of repeat copyright infringements. You can review Charter's Acceptable Use Policy by clicking here.
Stopping Exchange Of Infringement Material
A visitor could have connected his/her laptop to your modem or home network and used your Internet connection to download the copyrighted material. It also could have been another family member using your own computer to make the download. Or if you have a wireless home network that is not secured, it is possible that someone outside your home is using your Internet connection without your permission to share and download the copyrighted material.
Below, are some tips for keeping your home computer secured:
- Educate all computer users in your home regarding copyright infringement. Explain that downloading copyrighted material without permission from the copyright holder is against the law. Virtually all music, movies, television shows, software, etc. that can be purchased in a store or online is copyrighted material. Also, discourage the use of peer-to-peer software and provide alternatives for downloading copyrighted material.
- Be sure to check all computers on your home network for the infringing material. The Notice of Copyright Infringement will list the work(s) infringed upon. Perform a search on all computers within your home for the title. Alternatively, you can use this free tool that will scan your computer and generate a list of movies or television files and common peer-to-peer file sharing applications installed on the computer.
- Ensure your computer is free of viruses. It is possible that a computer virus has compromised your computer and is triggering the exchange of copyrighted material. If you believe your computer might be infected, perform a virus scan.
- If you use a wireless router, ensure that it's encrypted. If someone accesses your home network without your knowledge or authorization, you may still be held responsible for their activities. That's why it's important that you encrypt your wireless network with a password. To find out how to do this, contact your router's manufacturer.
Time Specified On Notice
The time cited in the copyright notice may not be the date and time at which you downloaded the material. It may be the time the material - which was stored on your computer - was accessed by someone else. You may still be held responsible by the copyright holder even if you were not actively involved in sharing at the time. If the file is on your computer, and if your computer is turned on and connected to the internet, the material may be available for others to access without your permission.