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Frequently Asked Questions
Q. "No one in my house is spamming! Why did I get this letter! I don't even know what spam is!"
A. Spam is unsolicited bulk/commercial email. If you're not intentionally sending these emails, most likely your computer has been hijacked by a trojan horse and is being used by a outside user to send out spam.
Q. "How did my computer become infected? Isn't Road Runner supposed to be filtering out these types of things?"
A. Road Runner does not filter what people download off of the internet. Nor do we filter non Road Runner email. What we do filter is Road Runner email. (email to hawaii.rr.com addresses)
Q. "How do I fix this?"
A.We do have a few suggestions that may help you fix the issue, although virus/trojan horse removal is outside our scope of support. If you are unsure on how to proceed we recommend contacting a professional.
Q. "I have antivirus software. When I ran a scan I didn't find anything. Does this mean my system is clean?"
A. Chances are the antivirus software is not up to date, disabled by the virus/trojan horse, or simply can't detect the infected files. We suggest trying other brands of antivirus software. It is not uncommon for one brand of antivirus software to find something another brand had missed.
Q. "Will I be charged for the service if it gets suspended?"
A. No. Once the account is suspended, the billing stops until it is reactivated. You will see a credit on the next billing statement for the days the service was on hold.
Q. "Are people getting these emails with my email address or information attached?"
A. No. These emails are not associated with your email program or address. Your machine is being used as a proxy between the spammer and the Internet. This is being done by spammers to avoid detection by attempting to hide their tracks.
Q. "How can I prevent this from happening again?"
A. There is no guarantee, however there is a combination of things to do to help avoid this in the future. A combined approach using what's listed below will be much more effective than relying on one a single application.
Keep at least one antivirus application installed on your computer and keep it up to date at all times.
Install a software and/or hardware firewall (router)
Keep your Windows critical updates up to date and installed.
Avoid software downloads when you are unsure of the source.
Avoid clicking on email attachments from people you don't know.
There are many other free web browsers available that you may want to consider trying. Some of them include browsers such as Firefox, Mozilla, Netscape, and Opera
For more information on prevention, click Here
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