Every The Hosting Guy customer agrees to comply with our 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:
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 The Hosting Guy network.
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 The Hosting Guy IP address, please send us the following information:
Your web server log
Please ensure the log shows the IP address, time, date and time zone of the IP address 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:
Right-click the message and choose Options.
Look for the Internet headers box in the pop-up box.
Hold the left mouse button and drag the mouse to select everything in this box.
Hold the Control key and press C.
Close the pop-up box
Right-click the message again and choose Forward.
Use Control + V to paste the headers into the top of the email.
To retrieve headers in Outlook Express for Windows:
Right-click the message and choose Properties.
Click the Details tab at the top of the pop-up box.
Click Message source.
Hold the left mouse button and drag the mouse to select everything in the window.
Press Control + C to copy what you’ve selected.
Close the window.
Use Control + V to paste what you copied into this new email.
Send the email.
To retrieve headers in Outlook Express for Mac:
Select the message in your inbox.
Select everything using Command + A
Copy the selection using Command + C
Paste what you copied into the new email using Command + V
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 The Hosting Guy 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.thehostingguy.co.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.
Please note: by signing up for our services you agree to be bound by all The Hosting Guy terms and conditions.