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.
This policy covers the following types of abuse on the internet:
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 email@example.com. 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.
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:
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.
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:
To retrieve headers in Outlook Express for Windows:
To retrieve headers in Outlook Express for Mac:
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:
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.
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:
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.