August 16, 2019
Information Security Incident FAQs
1. What Happened
Cable One recently learned of a potential security incident involving a third-party vendor, which resulted in an unauthorized individual gaining the ability to access approximately 14 Cable One employee email accounts. Upon learning of this matter, Cable One promptly launched an investigation, engaged an independent cybersecurity forensic firm to assist with determining what may have happened, and notified federal law enforcement. Cable One’s investigation found no evidence that the incident involved any unauthorized access to the company’s internal computer systems or networks. Additionally, Cable One has no evidence that any customer information was affected.
Cable One has no evidence that any information stored in the affected email accounts has been misused. Because some of the affected email accounts contained certain personal information about a subset of employees and in some cases their beneficiaries, dependents and others out of an abundance caution, Cable One is providing information about this incident to those individuals to make them aware.
Cable One takes the security of personal information very seriously and deeply regrets any concern caused by this incident.
2. When did Cable ONE learn of a potential incident?
In May 2019, Cable One learned that an unauthorized individual, through a third-party vendor, obtained access to a limited number (approximately 14) of Cable One employee email accounts.
3. Was my personal information affected?
Based upon our investigation to date, we have no evidence that any information stored in the affected email accounts has been accessed or misused.
The incident affects only a limited number of individuals whose information is believed to have been contained in one of the affected employee email accounts. This includes a subset of employees and in some cases their beneficiaries and dependents.
For individuals for whom we had mailing addresses and are potentially affected, we have directly notified them by mail. If you received a letter from Cable One about this incident, your information was in the potentially affected email accounts. If you did not receive a letter from Cable One, but believe you still may have been affected, please contact our call center at 855-821-6808 and provide your name, phone number, and address information. We will then research the issue for you and call you back with the information.
Cable One is not proactively calling, texting or emailing individuals to ask for account information or Social Security numbers related to this incident. Individuals should be mindful of the possibility of phishing calls, texts or emails due to this incident. Phishing is an attempt to acquire personal information by posing as a legitimate company in an electronic communication.
If you believe you have received a fraudulent communication that claims to be from Cable One,
- do not reply to the communication;
- do not click on any of the links embedded in the communication; and
- be sure to monitor your accounts for suspicious activity.
4. What type of information was affected?
The information stored in the accessed employee email accounts varies by individual but may include categories of information such as name, address, Social Security number, government-issued identification numbers, financial account numbers, digital signatures, medical or health insurance. Please note, at this time, we are not aware of any fraud or misuse of information as a result of this incident.
5. Who is the unauthorized individual responsible for this incident?
At this time, Cable One has no information about those responsible for this incident but has contacted federal law enforcement and will continue to cooperate in any investigation.
6. Was the email system protected?
Yes, Cable One maintains security measures for the email network.
7. Was this incident reported to the police or other law enforcement authorities?
Cable One notified federal law enforcement about this matter and will continue to cooperate in any investigation.
8. Does this incident impact customers?
At this time, Cable One has no evidence that the incident impacts customer information.
9. How many individuals were affected?
This incident affected a subset of employees and in some cases certain employees’ dependents, beneficiaries and others.
10. Does Cable One suspect that individuals’ information has been used fraudulently?
At this time, Cable One is not aware of any misuse of personal information stored in the affected accounts as a result of this incident.
11. Someone used my information for identity theft / I am a victim of identity theft. What should I do?
If you have identified suspicious activity on your credit reports, you can call your local police or sheriff's office and file a police report for identity theft and request a copy of it. Sometimes creditors and other parties require a police report to help clear up your records. If you have identified suspicious activity related to your credit cards or financial accounts, you can call the financial institution directly regarding the account.
You can also review the "Information About Identity Theft Protection" reference guide.
In addition, Cable One has arranged for potentially affected individuals to receive complimentary identity monitoring services from Experian, which includes fraud resolution services. You can refer to the instructions contained in the notice letter you received from Cable One for more information and details on how to enroll or seek assistance from fraud resolution specialists at Experian.
12. What new security measures are being implemented to prevent this from happening in the future? What has Cable One done to fix the problem?
Cable One takes the privacy and protection of personal information very seriously and deeply regrets that this incident occurred. After learning of the incident, Cable One promptly took steps to investigate and determine what information was stored in the potentially affected accounts. Moving forward, Cable One is implementing additional security measures for the company’s email systems and continuing to review its security controls to help prevent something like this from happening again in the future.
13. What should I do to protect myself or my dependents from identity theft?
You can carefully check your credit reports for accounts you did not open or for inquiries from creditors you did not initiate. If you see anything you do not understand, call the credit agency immediately. If you find any suspicious activity on your credit reports, call your local police or sheriff's office, and file a police report for identity theft and request a copy of it. You may need to give copies of the police report to creditors to clear up your records. You can also review your financial account statements to determine if there are any discrepancies or unusual activity listed. If you see anything you do not understand, call the financial institution immediately. For additional information, you can review the steps discussed in the "Information About Identity Theft Protection" reference guide.
In addition, potentially affected individuals may also wish to enroll in the identity monitoring services Cable One is providing at no cost to you. These services help detect possible misuse of personal information and provide identity-monitoring support.
14. How do I contact the credit reporting agencies?
You can contact the credit reporting agencies using the following information:
- General Contact: P.O. Box 740241, Atlanta, GA 30374 or (800) 685-1111
- Fraud Alerts: P.O. Box 740256, Atlanta, GA 30374
- Credit Freezes: P.O. Box 105788, Atlanta, GA 30348
- General Contact: P.O. Box 2002, Allen, TX 75013 or (888) 397-3742
- Fraud Alerts and Security Freezes: P.O. Box 9554, Allen, TX 75013
- General Contact, Fraud Alerts and Security Freezes: P.O. Box 2000, Chester, PA 19022 or (888) 909-8872
15. I want to enroll for identity monitoring services you offered. How do I do that?
We have arranged for potentially affected individuals affected to receive complimentary identity protection services from Experian. These services help detect possible misuse of personal information and provide identity protection services focused on immediate identification and resolution of identity theft.
For more information on these services, including instructions on how to enroll, please review the enrollment instructions included with the letter you received. They can be found at the top of the "Information About Identity Theft Protection" reference guide included with your letter. You can also call Experian at the number listed in your letter for further assistance.
If you did not receive a letter and want to learn whether you are a potentially affected individual who is eligible for the identity monitoring services, please contact our call center at 855-821-6808 and provide your name, phone number, and address. We will return your call with the information.