*** Please read this important information ***
CW ABUSE TICKET 4647692
Please quote this reference number in the subject line of any messages
relating to this case.
Thank you for your recent e-mail concerning possible Internet abuse.
This email contains important information that you need to be aware of to
ensure that The Abuse Team can deal with your report as quickly and as
effectively as possible.
1. Why have I received this e-mail?
2. What will The Abuse Team do as a result of my report of possible
Internet abuse?
3. What do I need to do to enable The Abuse Team to promptly and
effectively investigate my report?
4. Where do I go for further information or help?
5. Further Contact Information
1. Why have I received this e-mail?
This reply has been generated automatically by our systems in response to an
e-mail from your e-mail address sent to The Abuse Team responsible for managing
abuse for Cable & Wireless* and Orange UK.
2. What will The Abuse Team do as a result of my report of possible Internet
abuse?
We take Internet abuse very seriously and have a dedicated Internet abuse team
for investigating all reports of Internet abuse originating from our network.
All end-users have agreed to abide by an Acceptable Use Policy and we ensure
that this is complied with.
If your report relates to abuse which originates from the Cable and Wireless
network and you provide us with the information necessary to trace the end
user(s) involved, we will take appropriate action in accordance with our
policies and procedures.
If your report relates to abuse which does not originate from the Cable and
Wireless Network you will need to send your report to the originating ISP. Our
web site ** http://www.cw.com/uk/about_us/contact_us/abuse/abuse2.html **
contains further information to assist you in obtaining this information.
The Abuse Team cannot assist you with support issues. For any support issues,
please contact the support email address or help-line for your ISP.
Details should be available on your ISP's Home Page.
3. What do I need to do to enable The Abuse Team to promptly and effectively
investigate my report?
Please be aware that we receive approximately 2,000 reports of possible
Internet abuse each day. We investigate each report, but we may not be able to
respond to a report which either is not related to our Network or if you do not
provide all the necessary information.
If your original report did not include all of the information specified
below, please reply to this message with the full information, quoting the
reference number above.
For all reports of Internet abuse we require the following information.
i) Originating IP address
ii) Date and time (with time zone) of the possible abuse
iii) Details of the nature of the abuse
iv) Any other supporting information
For spam or other email abuse, or abuse of newsgroups you can identify the
originating IP address of the message in the "full-header" or "message source"
of the message. Please forward the full headers and content of the message. Our
web site ** http://www.cw.com/uk/about_us/contact_us/abuse/faq.html ** contains
further information to assist you in obtaining this information.
For port-scanning abuse or attempted hacking identified by your firewall, the
IP address and date and time of the message can be obtained from your firewall
log. Please specify the time zone that the logs are set to. Our web site **
http://www.cw.com/uk/about_us/contact_us/abuse/faq.html
** contains further information to assist you in identifying this information.
If the originating IP address is assigned to a 'web cache', rather than to a
modem, we have a maximum of 30 hours to trace the user responsible for the
abuse, so please act quickly. In such cases, please phone our answer service on
+44(0)113 207 6239 and quote the above reference number.
Please ensure that all reports are sent in **Plain Text** format (not HTML)
and that all information is in the body of the email. Our security systems
cannot accept attachments to your email. You should not send virus attachments
with your email, but please include the filename of the virus in your email.
4. Where do I go for further information?
To find out more about reporting Internet abuse you can visit our web site at
** http://www.cw.com/uk/about_us/contact_us/abuse/abuse1.html **.
5. Further Contact Information
The Abuse Team business hours are Monday to Friday between 9am and 5.30pm (5pm
on Fridays).
If you have an urgent abuse issue, please leave a message on our answer phone:
+44(0)113 207 6239. Your call will not be answered personally but you can leave
a message 24 hours a day (please state your name, contact number and case
reference). A member of the team will return your call during normal business
hours. If a message is left outside of normal business hours, you will be
contacted the next working day.
If the abuse is a genuine emergency, occurs out of normal business hours and
cannot wait until the next working day, please telephone our 24 hour Network
Management Centre on: +44(0)845 078 8888 (select option 1) . This number is for
emergencies only. Non-emergencies and locked accounts cannot be dealt with via
this number.
Thank you for your continued co-operation.
IP Abuse & Investigations
Cable and Wireless Plc
*Cable and Wireless hosts and manages some elements of the Orange Internet
service and provides much of the physical network. Were also a data processor
on behalf of Orange which means that we have joint responsibilities for
ensuring compliance with the Data Protection Act 1998.
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