The bandwidth and network resources used to deliver our Internet access service are limited and shared among users. The FCC allows Internet access service providers such as Company to engage in “reasonable network management practices” to respond to situations such as network congestion or excessive users. The use of certain network management tools and techniques to conserve bandwidth may cause some users to notice slower Internet performance, such as longer download and upload times or slower responses while surfing the Internet or playing games. The effects of network management typically will be noticeable only for a brief period of time, if at all.
Network management tools and techniques may include detecting malicious traffic patterns and preventing the distribution of viruses or other malicious code, limiting the number of peer-to-peer sessions a user can conduct at the same time, limiting the aggregate bandwidth available for certain usage protocols such as peer-to-peer and newsgroups, rate limiting of email, rejection or removal of “spam” or otherwise unsolicited bulk email, port blocking, measuring subscriber bandwidth usage, bandwidth allowances, traffic prioritization and other tools and techniques as Company may from time to time determine are appropriate. New network management techniques are being developed on an ongoing basis and Company may elect to use some or all available network management techniques on a temporary or as-needed basis.
The network management tools and techniques employed by Company do not and will not target specific usages or applications (such as peer-to-peer) and instead focus in a content-neutral manner on bandwidth usage in real time, with the goal of providing reasonable and equitable access to the network for all similarly situated customers. In other words, to the extent that the use of network management practices may affect the performance or other characteristics of Internet service, they are designed to affect all similarly situated customers equally.
At the present time, Company has not found it necessary to deploy any network management tools specifically designed to address network congestion; however, consistent with the FCC’s rules, Company reserves the right to employ the types of “reasonable network management” practices that are commonly used in the industry to protect consumers from activity that can unreasonably burden our network and may cause service degradation, including security attacks and network congestion. If and when we deploy network management tools, we intend to update this disclosure statement accordingly.
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In addition to reserving the right to manage network usage to ensure that the activity of a small number of users at a particular point in time does not degrade, inhibit or interfere with the use of our network by others, Company also maintains an “excessive use” policy that addresses total usage of an account in a month. Please see our AUP at http://www.cableone.net/Pages/internetaup.aspx
for more information regarding Company’s excessive use policy.
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Application Specific Behavior
Company does not discriminate against or prevent you or other users of its service from sending and receiving the lawful content of their choice; running lawful applications and using lawful services of their choice; or connecting their choice of legal devices, provided that such applications and services do not harm the network or the provision of broadband Internet access service, facilitate theft of service, or harm other users of the service. Similarly, Company does not impair or degrade particular content, applications, services or non-harmful devices so as to render them effectively unusable, subject to the policies and procedures outlined herein.
As described above, Company reserves the right to employ network management practices, e.g., to prevent the distribution of viruses or other malicious code, as well as to block, in accordance with applicable law, transfer of unlawful content such as child pornography or the unlawful transfer of content. As such, Cable One blocks ports 135, 136, 137, 138, 139 & 448. SMTP Port 25 is restricted to Cable One Mail servers for residential customers. In addition, Company may enter into arrangements to provide Internet service to third party establishments (such as coffee shops, bookstores, hotels or libraries) who then may offer such service to their customers, guests or others. Nothing herein is intended to address network management practices, performance characteristics or commercial terms that may be adopted by such third party premise operators in connection with the provision of Internet service to others.
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Device Attachment Rules
Company requires customers to use a compliant modem to connect to its network. Use of a non-compliant modem may be subject to service interruption due to network updates. Information regarding compliant modems can be obtained by contacting our customer service center at 877-692-2253. Information regarding compliant and non-compliant modems can be found at http://help.cableone.net/hsd/modem/certified.aspx
. Company recommends that customers replace non-compliant equipment with a compliant device.
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Company also employs certain practices to protect the security of our customers and our network from unwanted and harmful activities. These include practices designed to protect our servers against Denial of Service attacks and to prevent spam and identity theft. Company also makes available certain security tools for use by our customers. For more information, see http://help.cableone.net/hsd/modem/av/antivirus.aspx
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General Spam Filtering
Inbound filtering for CableONE customers is done via the CableONE.Net Spam Patrol. This site utilizes a third party vendor (Postini) and captures over 90% of the spam sent to CableONE.Net customers. This vendor will block email from any source that exceeds its thresholds for email that is sent using identified spam methods. This includes but is not limited to numbers of recipients, number of rejected users and certain header information. These thresholds are dynamic and more data cannot be given without compromising the integrity of our filtering methods.
Generally emails sent from a source that has exceeded the aforementioned thresholds are quarantined in the customers MySpam. In certain cases these messages will be blocked via an automatic filter and returned to the sender as undeliverable. These filters normally clear within a couple of hours once the email that tripped the filter ceases. There is no manual method to removing these blocks, they are automated and self clear.
Unfortunately, Spam filtering technology cannot catch 100% of all spam sent and CableONE.Net only has the ability to stop spam coming from a CableONE.net IP (Internet Protocol) address. While we are always updating the filters, spammers are constantly changing the format used to get past filters. It continues to get more difficult to distinguish between Spam and valid Email. In an attempt to make sure our customers get as much of their desired Email as possible, we do inadvertently allow some Spam through as well.
More information on Spam can be found on the CableONE.Net Help Page: http://help.cableone.net/HSD/mycableone/SpamPatrol/SpamInfo.aspx
When security measures are employed, they may affect performance characteristics of service or the ability to access certain websites, but such measures are employed in a manner designed to have non-discriminatory impact on all similarly-situated customers. The Company engages in network security measures such as those outlined above to enhance the online experience of its customers. However, no such measures are infallible and we cannot guarantee against security problems.
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Company provides what is known as a “fixed broadband” Internet access service that is designed to provide the capability to transmit data to and receive data from all or substantially all Internet end points. Company offers multiple packages (or “tiers”) of Internet access service for residential or commercial use with varying speeds, features and bandwidth usage limitations that may affect the suitability of such service for real-time applications. The features, pricing and other commercial terms of our service offerings are modified from time to time, and not all packages are available in all areas. Each package is priced to reflect the particular speed, features and bandwidth usage limitations of that package. Full descriptions of currently available packages and pricing can be found on the Company’s website at www.cableone.net or by contacting our customer service center at 877-692-2253.
The FCC requires that we disclose information regarding the expected and actual speed and latency of our Internet access service offerings. Our advertised speeds are estimates (i.e., “up to” the specified speed) and the actual speed a subscriber experiences may vary based on a number of factors including, but not limited to (i) variances in network usage; (ii) the capabilities and capacities of the customer’s computer and/or local area network (LAN) devices such as wireless routers; (iii) latency (i.e., the time delay in transmitting or receiving packets as impacted in significant part by the distance between points of transmission); (iv) the performance of the content and application providers the consumer is accessing, such as a search engine or video streaming site; and (v) performance characteristics of transmissions over portions of the Internet that are not subject to Company’s control. Our Internet access service is provided on a best efforts basis and speeds or other performance characteristics cannot be guaranteed.
The following chart shows Company’s average advertised downstream and upstream speeds (measured on a weighted average basis across all our broadband service offerings) as compared to Company’s actual downstream and upload streams January through June 2012. The results are compiled from the speed tests conducted by our subscribers using the Cable One Speed Test, provided by Ookla, Inc. http://www.netindex.com/source-data/.
||Average Advertised: 25.4 Mbps
Average Actual: 25.0 Mbps
||Average Advertised: 1.9 Mbps
Average Actual: 1.85 Mbps
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Impact of Specialized Services
The FCC’s “open Internet” rules distinguish between our mass market retail broadband Internet access services and “specialized services” that share capacity with our broadband Internet access service over our last-mile facilities. Examples of such “specialized services” may include Company’s voice over IP phone (“VoIP”) service which shares bandwidth with our Internet access service and because of its nature sometimes receives network priority. Because of this, it is possible that increased use of our phone service may temporarily impact our broadband Internet access service at particular times. Company routinely monitors how all its services use bandwidth to minimize any impact on our broadband Internet access service.
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As noted above, Company offers multiple tiers of broadband Internet access service. The current pricing and other terms and conditions of these tiers (including information regarding fees for early termination or additional network services) can be found at http://help.cableone.net/billing/basics_faq.aspx
, www.cableone.net or obtained by calling our customer service center at 877-692-2253. The pricing and other commercial terms of our broadband Internet access services are subject to change and the information provided in this disclosure statement is not intended to supersede or modify any of the terms and conditions of service as applicable to a particular customer.
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For immediate assistance with issues or complaints involving your broadband Internet access service, please contact our customer service centers at 877-692-2253. We have agents available 24 hours a day, seven days a week. Customers can also email us at http://www.cableone.net/CS/Pages/talktous.aspx
. Written complaints can also be sent via U.S. mail to: Emerson Yearwood, Esq. Cable One, Inc. 210 East Earll Drive, Phoenix, AZ 85012. The FCC has established procedures for addressing informal and formal complaints relating to its “Open Internet” rules. For information concerning these formal and informal complaint procedures, please refer to the FCC’s website at http://www.fcc.gov/guides/getting-broadband
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