Heart Internet Abuse Policy

Every Heart Internet customer agrees to comply with all the Terms and Conditions listed on our Terms and Conditions homepage.

We take the enforcement of all Terms and Conditions seriously, and we aim to run a clean network which operates on fair principles. We also investigate all reports of abuse. If you encounter something you think might constitute abuse (for example, spam or inappropriate content) which you believe has come from our network or systems, please read through the information on this page carefully. It explains how you can report it.

What is abuse?

This policy covers the following types of abuse on the internet:

  • Spam
  • Hacking attempts
  • IRC activity
  • Phishing
  • Web space abuse

We work to minimise the amount of abuse that is generated on our servers. You can help us by reporting any abuse you spot which you believe has come from the Heart Internet network.

Please report all abuse by emailing us at abuse@heartinternet.uk. Please include as much information as you can about the type of abuse you’ve encountered. Please also provide log files (if applicable), URLs for site abuse and email headers for spamming.

Once we’ve received your email, we’ll investigate the issue thoroughly, contact any relevant customers and work to resolve the issue as quickly as possible.

Reporting port scanning, attempted hacking and firewall activity

If your report is based on information from a firewall, please ensure that you send the relevant unedited firewall log (or excerpt). Please ensure that the log includes the time, date and time zone.

If you see any other misuse on your own servers originating from a Heart Internet IP address, please send us the following information:

  • Your URL
  • Your web server log

Please ensure the log shows the IP address, time, date and time zone of the IP ddress logging into your server, and any details of the misuse that has taken place.

Reporting email / newsgroup misuse (including spam)

Please make sure you send us the full header and content of the relevant email(s) or message(s). The header enables us to trace the journey that a message has made from the computer it originated from to the computer it was downloaded to.

We’ve included instructions below which explain how to retrieve full mail headers within Microsoft Outlook. If you use another email client, please check the documentation for this information.

To retrieve headers in Outlook:

  1. Right-click the message and choose Options.
  2. Look for the Internet headers box in the pop-up box.
  3. Hold the left mouse button and drag the mouse to select everything in this box.
  4. Hold the Control key and press C.
  5. Close the pop-up box
  6. Right-click the message again and choose Forward.
  7. Use Control + V to paste the headers into the top of the email.
  8. Send this message to abuse@heartinternet.uk.

To retrieve headers in Outlook Express for Windows:

  1. Right-click the message and choose Properties.
  2. Click the Details tab at the top of the pop-up box.
  3. Click Message source.
  4. Hold the left mouse button and drag the mouse to select everything in the window.
  5. Press Control + C to copy what you’ve selected.
  6. Close the window.
  7. Create a new message to abuse@heartinternet.uk.
  8. Use Control + V to paste what you copied into this new email.
  9. Send the email.

To retrieve headers in Outlook Express for Mac:

  1. Select the message in your inbox.
  2. Click View.
  3. Click Source.
  4. Select everything using Command + A
  5. Copy the selection using Command + C
  6. Create a new message to abuse@heartinternet.uk.
  7. Paste what you copied into the new email using Command + V
  8. Send the email.

Reporting virus activity

If you have received or been infected by a virus, worm or Trojan please note that we are cannot offer any support to help rectify your systems. We recommend you install anti-virus software and ensure that it is updated regularly.

When reporting virus activity, please include the following information:

  • The header of the email (if one is available)
  • The content of the email
  • The email attachment you received (if any)

You may need to include the attachment in an archived file (.zip, .rar etc) for our email software to receive it. If you cannot attach the virus, then please send the email and header only.

Reporting web space abuse

If you become aware of any web space hosted by Heart Internet that you feel is in contravention of any of our Terms and Conditions, then please email us with the details.

Please send the following information:

  • The URL (such as www.heartinternet.uk).
  • The time and date that you noticed the infringement.
  • Details of how you came to view the material.
  • A precise description of why you believe the material to be in breach.

In line with industry practices, we report illegal activity to the police or to any other relevant authorities. We also work with all appropriate bodies to ensure images of child abuse are removed from our servers and reported as quickly as possible.


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