Residential Protection From Spam and Email Viruses - Time Warner Internet

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This question is about "Residential Protection From Spam and Email Viruses", with Time Warner Cable internet and apps. Spam is unsolicited email that typically contains a link or file attachment that can compromise security or infect computers with malicious software. Read on to find out more about the different ways Spectrum helps to protects you from spam and email viruses and what you can do to limit your risk.

Protection Against Spam


We use several different methods to protect customers from email spam and other unwanted messages:

  • Flagging Emails as Spam: If you receive a suspicious email, you can mark it as spam so that it’s blocked in the future.
  • Rate Limiting: Spectrum customers can only send a limited number of emails per hour and can include only a set number of recipients per message. This reduces spam and helps ensure mail system stability and usability for all customers.
  • Real-Time Blacklist (RBL): Users who are known to be spammers and who have violated the Terms of Service are banned. The blacklist is also used to block inbound mail sent from spammers with an IP address on an RBL.
Email Security Alerts


Spectrum customers with compromised or infected computers who are broadcasting outbound spam or virus-infected email will be prevented from sending email messages and will receive a 554 Email Security Alert error message.

To resolve this issue:

  1. Send us the original blocked email in one of two ways:
    • Open the original message in your Sent folder, update the address to unblock@charter.net and select Send.
    • Create a new message addressed to unblock@charter.net, copy and paste the original message and then select Send.
  2. Wait 48 hours, and then resend the email to the original recipient as a test.
  3. If you're still having problems, contact us.
Note: Don't comment on or alter the original message. Additionally, don't send the rejected message or test message to unblock@charter.net and don't include any additional recipients.
Removing Email From the Spam Folder

To remove an email message incorrectly identified as spam from your Spam folder:

  1. Open your Spam folder and choose the email you want to remove.
  2. Select Move.
  3. From the dropdown menu, select which folder you want to move the email to, and then select Move.
  4. You can also select Mark As and then Not Spam to avoid having similar emails sent to the spam folder in the future.
Note: Emails in the Spam folder are automatically deleted after 14 days.
Reporting Email Abuse


You can also report spam or email abuse to the Federal Trade Commission. Be certain to include the full email headers. Learn more about reporting malicious internet usage.

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