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Contact Information for Road Runner Security, Abuse, and Spam
Issues
If you need to contact someone about a security, abuse, or spam
issue directly involving Road Runner, then use the information
on this page to find the best contact point for your issue. Even
if you're currently blocked from sending email to Road Runner,
the email addresses on this page will always accept your email.
To avoid delays in having your issue addressed, please try to
pick the email address that seems most appropriate for your
particular situation. Rest assured that we will do our best to
make sure that your complaint gets routed to the correct mailbox
regardless of where you send it; however, some of the processes
for reading these mailboxes are automated ones, and misdirected
mail may be discarded without a human at Road Runner ever reading
it.
Internet Service Providers who are experiencing a denial of
service attack should contact Road Runner Security via the Road
Runner NOC via commonly available methods (whois).
If you are not an Internet Service Provider, please utilize the
appropriate email method described below or contact your ISP, who
should then contact us.
If You Wish To Report Abuse Issues Regarding a Road Runner
Customer...
please send email to
abuse@rr.com to report the incident. Such incidents might
include, but are not limited to:
- The sending of unsolicited email by a Road Runner
customer.
- Generating excessive IRC or Chat Room traffic by a
Road Runner customer.
- Repeated off-topic posts to mailing lists or Usenet
newsgroups by a Road Runner customer.
- Excessive, inappropriate cross-posting to Usenet
newsgroups by a Road Runner customer.
- Denial of Service attacks launched from within Road
Runner network space.
- Port scanning or ping flooding other networks by a
Road Runner customer.
When reporting incidents, please include logs that show clearly
the following information:
- The date and time, including timezone, of the alleged
incident
- The source IP address of the alleged abuse
- The destination IP address or addresses targeted by the
alleged incident
- If appropriate, headers and content of mail messages or
Usenet postings
Note: abuse@rr.com is best equipped to deal with
incidents of Road Runner customers being the alleged abusive
party; Road Runner customers who find themselves the targets of
abuse by the customers of other ISPs should report this behavior
to the other ISP, if possible, with a copy of the report to
abuse@rr.com. While the "abuse@" email address should be a valid
one for most responsible domains, the abuse.net website can be a resource
of other valuable information on how to contact other doamins.
If You Wish To Report Security Issues Regarding a Road Runner
Customer...
please send email to security@rr.com to report the
incident. Security incidents might include, but are not limited
to:
- An attempt by a Road Runner customer to gain unauthorized
access to another computer or network through the use of
a computer connected to a Road Runner network at the time
of the incident.
- An attempt by another entity to gain unauthorized access
to a computer owned by a Road Runner customer and
connected to a Road Runner network at the time of the
incident.
- The commission by a Road Runner customer while using his
Road Runner internet connection of an act which may call
for the involvement of law enforcement or other
authorities.
When reporting incidents, please include logs that show clearly
the following information:
- The date and time, including timezone, of the alleged
incident
- The source IP address of the alleged abuse
- The destination IP address or addresses targeted by the
alleged incident
- If appropriate, headers and content of mail messages or
Usenet postings
Note: Phishing, and other fraud-related incidents are best
reported to fraud@rr.com; see
below.
If You Wish To Report An Incident Of Fraud Involving a Road
Runner Customer...
please send email to fraud@rr.com. This mailbox is the best place
to report:
- An attempt by a Road Runner customer, while using his or
her Road Runner connection, to defraud another person through
phishing
or other Internet-based tactics.
- An attempt by another person to defraud a Road Runner
customer through phishing or other Internet-based tactics.
When reporting incidents, please include logs that show clearly
the following information:
- The date and time, including timezone, of the alleged
incident
- The source IP address of the alleged abuse
- The destination IP address or addresses targeted by the
alleged incident
- If appropriate, headers and content of mail messages or
Usenet postings
If You Are a Road Runner Customer Who Wants To Complain About
Unsolicited Email Received In Your Road Runner Mailbox...
Forward the message, as an attachment, to spamblock@postmaster.rr.com.
An Important Note Regarding Unsolicited Email Complaints
In an effort to provide better service to our customers,
we are forwarding some complaints we receive to other ISPs and senders
who have signed up for feedback. Your email address will be removed from
any complaint we forward; however, since the process of forwarding the
complaints is automated, we must ask that you please do not include
any personal information (full name, street address, phone number,
account information, etc.) in your spam complaints.
Other rules for submissions to spamblock@postmaster.rr.com include:
- Only one complaint per message to spamblock@postmaster.rr.com.
- Any message sent to spamblock@postmaster.rr.com must be from
a Road Runner-hosted email address. That is, the mailbox
to which the spam was delivered must physically reside on
a server managed by Road Runner, and that message must have
been delivered to your Road Runner mailbox without having
been forwarded there from some other remote account under
your control.
If You Would Like More Information On Road Runner's Efforts
To Control Unsolicited Email...
please send an e-mail to
spaminfo@postmaster.rr.com.
If You Are Attempting To Send Email To a Road Runner Customer,
And You Believe That You Are Being Blocked By Road Runner...
...then this web page will contain
all the information you will need to know about your situation
and what you can do. If you're sure you're being blocked, and
you have an error message in hand, you can request that the
block by lifted at this website.
A Note To Road Runner Subscribers: The blocks that we use to control the flow
of email into are system are targeted at servers and networks,
not at individual people or their email addresses. If we are
currently refusing legitimate email from a correspondent from
whom you wish to receive email, it is because the server or
network from which your correspondent is trying to send this mail
is being blocked. Circumstances like these are unfortunate, but
sometimes do occur. As such, we will deal with any removal requests that we receive in a
manner that is consistent with keeping as much unsolicited email
as possible out of our system; please understand, however, that
we cannot make exceptions for individual senders using blocked
servers or networks.
If You Are a Road Runner Customer Trying To Send Email, And You
Are Seeing An Error Message That Looks Like This:
550 5.7.1 Outbound Mail Refused - IP_ADDRESS_GOES_HERE - See
http://help.rr.com/outboundemail - YYMMDD
then your IP address has hit its daily limit of messages allowed
through our outbound servers, and you should
read and follow these instructions.
If You Are a Road Runner Customer Trying To Send Email To Another
Domain, And You Believe That The Other Domain Is Refusing or
Blocking Email From You...
...please send us an email at
blockhelp@postmaster.rr.com and we will look into the matter
for you. When writing, please include as much data as possible,
so that we may help you in a timely fashion. The most important
data to include will be the full text of the error message
received, so that we may have some idea of what's happening
to prevent your mail from getting to your intended recipient.
Without that error message, we're not going to be able to even
guess what might be happening...
If You Are a Road Runner Customer With a Question Not Mentioned Here,
or a General Question About Your Account...
You may find your answer at either the
help.rr.com website or by contacting your local Time Warner Cable
office.
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