ACCEPTABLE USE POLICY
Chances are, if you’re visiting this page, you have received an email and/or a call from Truestream because suspicious activity is coming from the IP address linked to your account.
We will do our best to help track the event, but it is your responsibility to take the necessary steps to help isolate and correct the device causing the abuse. If you like, you can download the checklist and print it HERE.
If the request is ignored and the issue persists, it can result in suspension/termination of service.
☐ Review Connected Devices
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- Check all devices using your Wi‑Fi (computers, phones, smart TVs, etc.)
- Remove any devices you don’t recognize or that don’t need to be connected to the internet
☐ Verify all Firmware is up to Date
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- Navigate to “Settings,” “Support,” “Device Info,” or something similar
- Check for updates
- Complete any recommended updates
☐ Run Security Scans
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- Run a full antivirus or malware scan on all computers and mobile devices
- Remove any detected threats
☐ Secure Your Router
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- Change your Wi‑Fi and router admin passwords
- Disable remote access unless needed
☐ Update Important Passwords
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- Change passwords for email, financial, and online accounts
- Use strong, unique passwords
☐ Contact a Local IT Professional
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- If you’re unsure which device caused the issue or the activity continues: Contact a trusted local IT professional or computer repair service, and ask for help identifying and securing compromised devices
Reminder:
Malicious activity often happens without your knowledge due to infected devices. Acting quickly helps protect your internet service, personal data, and home network.
Federal Trade Commission - Consumer Advice
- https://consumer.ftc.gov/articles/malware-how-protect-against-detect-and-remove-it
- https://consumer.ftc.gov/articles/protect-your-personal-information-hackers-and-scammers
- https://consumer.ftc.gov/articles/use-two-factor-authentication-protect-your-accounts
- https://consumer.ftc.gov/articles/securing-your-internet-connected-devices-home
Cybersecurity & Infrastructure Security Agency (CISA)
How Did This Happen?
- You may have a device connected to the network that is infected with malware that is unintentionally participating in malicious activity.
- Some ways malware can get on your device include
- Clicking a malicious phishing link or attachment in an email, text, or compromised website.
- Sharing access to your device with a “bad actor.”
- Downloading “free” software from unofficial sources.
Ways to Help Prevent Network Abuse
- Verify software and firmware is up to date. Updated firmware keeps you safe, whereas outdated firmware can have exploitable vulnerabilities. Install updates immediately and enable automatic updates (or schedule them).
- Secure IoT or “smart” devices. These include connected appliances, security systems, video cameras, DVRs, and wearables that send/receive internet data.
- Run antivirus software if available. Use it on supported devices to detect and eliminate threats.
- Avoid unknown links in emails and social media. They often contain malware.
- Use strong, unique passwords for devices and accounts. Make them long, complex, with upper/lower case, numbers, and special characters. Use a different password for each; consider passphrases.
- Enable two-factor authentication where available. It helps prevent unwanted access to devices and accounts.
Truestream is committed to providing reliable, secure, and high‑quality internet service for all customers. Our Acceptable Use Policy (AUP) and Terms and Conditions outline the appropriate and prohibited uses of Truestream services to help ensure a safe, fair, and lawful online environment for everyone. By using Truestream services, customers agree to comply with this policy, all applicable laws, and industry standards of responsible internet use.
Violations of the AUP may include, but are not limited to, activities that are illegal, harmful, disruptive, abusive, or that interfere with the network or other users. This can include attempts to compromise network security, distribute malicious software, use a botnet to send spam or unsolicited communications, or use services in ways that degrade network performance. Truestream reserves the right to investigate suspected violations and take appropriate action to protect our network, customers, and community.
Reminder:
Malicious activity often happens without your knowledge due to infected devices. Acting quickly helps protect your internet service, personal data, and home network. If the request is ignored and the issue persists, it can result in suspension/termination of service.
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