Understanding Your Internet Access Service
We are committed to providing our Internet services as an open platform for innovation, investment, job creation, economic growth, competition, and free expression. We do not block any lawful content, applications, services, or your use of non-harmful devices, or discriminate in transmitting lawful network traffic except as reasonably necessary to manage our network effectively for the benefit of our customers as described below. The purpose of this disclosure is to make available information regarding our network management practices and the performance and commercial terms of our broadband Internet access services to enable you to make informed choices regarding the purchase and use of our services, in accordance with Part 8 of the Rules of the Federal Communications Commission. This document is intended to be informational and does not replace or alter the legal terms and conditions of service, which are available upon request.
Resolving Complaints and Questions
If you have any questions or concerns about your Internet services, please contact us toll free at 1-877-821-2288 or call your local office.
We currently offer the following options for Internet Services:
Speeds up to 1.5 mbps down/128 kbps up
Speeds up to 3 mbps down/256 kbps up
Speeds up to 6 mbps down/384 kbps up
Speeds up to 8 mbps down/512 kbps up
Speeds up to 8 mbps down/1 mbps up
For complete information on rates please call us at 1-877-821-2288 or contact your local office.
Please note that these services are described as offering “up to” certain speeds. While we engineer our network to achieve the speeds for each of the service tiers we offer, we cannot guarantee that customers will always experience those speeds. Speeds can vary depending on variables including the following:
- Performance of a customer’s computer, including its age, processing capability, its operating system, the number of applications running simultaneously, and the presence of any adware or viruses.
- Type of connection between a customer’s computer and modem. For example, wireless connections may be slower than direct connections into a router or modem. Wireless connections also may be subject to greater fluctuations, interference and congestion. Access does not recommend wireless modem connections for use with its higher speed tiers as many wireless connections do not perform at the speeds delivered by these tiers.
- The distance packets travel (round trip time of packets) between a customer's computer and its final destination on the Internet, including the number and quality of the networks of various operators in the transmission path. A customer’s connection may traverse the networks of multiple providers before reaching its destination, and the limitations of those networks will most likely affect the overall speed of that Internet connection.
- Congestion. If a large number of visitors are accessing a site or particular destination at the same time, your connection will be affected if the site or destination does not have sufficient capacity to serve all of the visitors efficiently. Congestion can also occur when our customers served by the same facilities simultaneously request high volumes of data, such as peak usage hours during the evening.
- Gating of speeds or access by the website or destination. In order to control traffic or performance, many websites limit the speeds at which a visitor can download from their site. Those limitations will carry through to a customer's connection.
- The performance of the cable modem you have installed. Modem performance may degrade over time, and certain modems are not capable of handling higher speeds.
Your use of our telephone services does not materially affect your Internet performance. If we deliver other Internet Protocol based services or any specialized or managed services in the future that would likely affect your Internet services, we will provide additional information as appropriate.
Some residential broadband providers report that customers should expect slower speeds during peak usage hours during early evenings. However, based upon our internal testing, we believe that customers can expect similar performance during these hours. Customers may test service speeds using commercial speed tests available online, such as http://www.broadband.gov/qualitytest/about. However, commercial speed tests may not measure certain “overhead” associated with transmission which includes packets that provide routing information. We estimate that speed tests that do not account for overhead will suggest to customers that they are receiving approximately 10 to 15 percent less than the advertised maximum speed, absent other factors discussed above. Moreover, all speed tests have biases and flaws, and should be considered only as informational and not a reflection of actual performance. While we do not believe these third party tests reliably measure the speed of your service, if you are consistently testing substantially below your package speed, please contact us for assistance.
We attempt to block commonly known malware and malicious ports and protocols according to an access control list. In rare cases we may take other corrective action after providing written notice to a customer who has violated the terms of service. Our telephone service traffic is prioritized to ensure voice quality and phone functionality. Except as specifically described above, at this time we do not target specific types of traffic based on their technology or their provider, modify protocol fields in ways not prescribed by the protocol standard, inhibit or favor certain applications or classes of applications, block or manage any specific protocols or protocol ports, or engage in congestion management.
We do not store usage data, provide any information about customers’ usage to any third party, or engage in deep packet inspection or any other inspection of content or usage data for non-network purposes, except to the extent required by applicable law.
You may lease modems from us, or obtain a compatible modem from a third party. We lease standard modems for $3.95 per month and wireless router modems for $6.95 per month. Customers may not connect any type of server to their service.