Internet Service Disclosures
Consistent with FCC regulations, TDS Broadband Service LLC (“TDS”) provides this information about our broadband Internet access services. We welcome questions or comments about the information contained in these disclosures. You may contact TDS Customer Service at (877) 422-5282.
General Description. We provide a variety of Internet service offerings to our residential and commercial customers. Our broadband Internet access services include our High Speed Internet service offered through two technologies: (i) Cable modem technology offered to our residential and commercial customers; and (ii) Fiber-to- the-Premises (“FTTP”) technology offered only to our commercial customers. We provide these services over our broadband network and through third-party fiber optic lines connecting to the Internet. We monitor our network and traffic patterns and make changes we deem necessary to manage and improve overall network performance. We use reasonable, nondiscriminatory, network management practices to improve overall network performance to ensure a high-quality online experience for all users. As network management issues arise and as technology develops, we may employ additional or new network management practices. We will update these disclosures as necessary.
Related Documents and Disclosures. Use of our Internet service is also governed by:
- TDS Baja Broadband LLC Entertainment Options & Pricing
- TDS Baja Broadband LLC Acceptable Use Policy for Internet Services
- TDS Baja Broadband LLC Frequently Asked Questions: Internet Access
- TDS Baja Broadband LLC Privacy Notice
We describe in this section network management practices used to address congestion on our network.
Congestion management practices used.
We use a variety of tools and techniques to manage our network. During times of congestion, we use these tools and techniques to optimize overall customer experience. Specifically, we deploy tools that evaluate traffic based on its tolerance for latency and prioritize traffic types that are more sensitive to latency than others. These tools are deployed only during times of congestion. They focus first on disproportionate users of bandwidth and are applied more broadly only if their initial application does not alleviate the congestion. In all events, these congestion management tools and techniques are temporary and last only as long as congestion occurs. Customers could experience longer times to download or upload files or slower web surfing during these periods of congestion. In addition, we attempt to identify abuse and prevent other harm to the network, including detecting malicious Internet traffic and preventing the distribution of viruses or other harmful code or content.
Purposes of congestion management practices.
Our Internet network is a shared network. This means that some of our customers share upstream and downstream bandwidth (commercial customers that utilize FTTP technology do not share upstream and downstream bandwidth). Our congestion management practices serve to:
- Help us adapt and upgrade our network to maintain or improve network performance as demand for our broadband Internet access service increases.
- Help us adapt and upgrade our network to maintain or improve network performance as demand for higher bandwidth applications increases. Some examples of higher bandwidth applications are gaming, streaming movies, and streaming high definition video.
- Help us maximize network availability for all users to experience speeds associated with, or closely associated with, the level of service they purchase.
- Help us identify potential bandwidth abusers using a substantially disproportionate amount of bandwidth.
Application-Specific Practices. This section discloses any application-specific practices we use, if any.
Modification of protocol fields. Not applicable.
Applications or classes of applications inhibited or favored. Not applicable.
Device Attachment Rules. This section addresses any limitations on attaching lawful devices to our network.
General restrictions on types of devices to connect to network. We place no general restrictions on lawful devices that a customer may connect to our network, so long as the device is: (i) compatible with our network; and (ii) does not harm our network or other users. Our High Speed Internet service works with most types of PCs and laptops including Macs, and other Internet compatible devices like game systems and Internet-enabled TVs. If a wireless router is connected to our High Speed Internet service, wireless Internet compatible devices including computers, tablets, smartphones, and other devices can connect to our network. If a customer or potential customer believes they have an unusual configuration, our customer service department will help determine if there is a compatibility problem. Below we detail the specific devices associated with the two underlying technologies of our High Speed Internet service, Cable Modem and Fiber-to- the-Premises (“FTTP”).
Cable Modem. Certain types of our High Speed Internet services require connection of a cable modem and/or cable router to our network. You can obtain a cable modem/router from us or you may purchase one from most retail electronics sellers. Only devices that have been fully certified by CableLabs as compliant with the DOCSIS 2.0 or DOCSIS 3.0 specifications may be used. Commercially-available DOCSIS 3 compliant modems are currently being tested by TDS. For a recommended list of DOCSIS 3 devices please contact TDS Customer Service at (877) 422-5282.
FiFiber-to- the-Premises. Certain types of our High Speed Internet services are delivered via FTTP. For those services we install a Media Converter or Optical Router at the customer premises. The Media Converter or Optical Router then connects via a cable to a customer provided device (e.g. Switch, Hub, etc). If you have a question about your FTTP service, contact your Sales Account Representative for assistance.
Network and End User Security.
We use a variety of industry standard practices to help protect our network from harmful attacks, manage our network’s security, and attempt to ensure the security of the network for our end users. This Section provides the general description of these practices, including triggering conditions that cause a security mechanism to be invoked. Please note that despite our best efforts to secure our network, we cannot guarantee the security of our network against all attacks and threats. Users are advised to take steps to further protect their information and systems.
Hostile port blocking: We block known hostile ports detected by our monitoring tools to prevent the transfer of unwanted files that may contain threats to our network security, such as browser hacking and virus attacks.
Virus and Spam filtering: We filter our email service and web hosting services (including files uploaded through our File Transfer Protocol server) for potentially malicious or unwanted content. We use industry standard virus and email spam scanning and prevention techniques as part of our filtering. Should an email message be found to contain a virus or other harmful content, the message will be deleted without notification given to either the sender or the intended recipient(s).
Routine monitoring. We perform routine audits to locate and remove any previously unknown or unauthorized cable modem devices on our network.
Additional resources. We make available through our website additional information regarding the network security practices we undertake.
Frequently Asked Questions section of our website,
and resources available through the “My Account” web portal that we provide users.
General Service Description.
Our High Speed Internet service enables a customer to connect an Internet- enabled device to our network. Through our High Speed Internet service, we serve as a local Internet service provider. Our High Speed Internet service enables residential and commercial subscribers to access all lawful content, applications, and services of their choice available on the Internet. The equipment required to connect a computer or other device to the Internet depends on the type of High Speed Internet service used. For example, our cable modem Internet service requires a cable modem, while our Fiber-to- the- Premise (FTTP) requires a TDS media converter or optical router.
We deliver our High Speed Internet service through two different service technologies, cable modem technology for our residential and commercial customers and FTTP technology available only to our commercial customers. The equipment required to connect a computer or other device to the Internet depends on the type of High Speed Internet service used. Our cable modem network is a shared network, which means that our customers share upstream and downstream bandwidth. Commercial customers that utilize FTTP technology enjoy dedicated bandwidth.
Expected performance. We offer our residential and commercial customers a variety of high speed Internet plans. A complete description of the transfer speeds provided with each specific product offering for residential and business customers is available at TDS Broadband Service LLC Entertainment Options & Pricing.
The speeds we identify for each Internet access service level are the maximum upload and download speeds that customers are likely to experience. We provision our customers’ modems and engineer our network to deliver the speeds to which our customers subscribe. However, we do not guarantee that a customer will actually achieve those speeds at all times. A variety of factors can affect upload and download speeds, including customer equipment, network equipment, congestion in our network, congestion beyond our network, performance issues with an Internet application, content, or service, and more.
Latency is another measurement of Internet performance. Latency is the time delay in transmitting or receiving packets on a network. Latency is primarily a function of the distance between two points of transmission, but also can be affected by the quality of the network or networks used in transmission. As latency varies based on any number of factors, most importantly the distance between a customer's computer and the ultimate Internet destination (as well as the number and variety of networks your packets cross), it is not possible to provide customers with a single figure that will define latency as part of a user experience.
Customer speed test.
TDS provides speed tests to our customers, available at http://speedtest.tds.net. Suitability of the service for real-time applications.
Suitability of the service for real-time applications.
Our residential and commercial Internet services are suitable for typical real-time applications including messaging, voice applications, video chat applications, gaming, and Internet video. If users or developers have questions about particular real-time applications, please contact TDS Customer Service at (877) 422-5282.
Specialized Services. We provide below information regarding our specialized services.
Specialized services offered to end users. We offer several specialized services over our network, sharing network capacity with our High Speed Internet service (i.e. VoIP – Voice over Internet Protocol).
Effects of specialized services on availability and performance of broadband Internet access service. Our specialized services have no effect on the availability and performance of our High Speed Internet service.
Monthly prices for our Internet broadband service and related services are available on our website, available at TDS Broadband Service LLC Entertainment Options and Pricing
Bandwidth caps. We use an industry standard best practice data usage threshold of 250GB over a thirty (30) day period for each of our residential High Speed Internet service packages to help us ensure that we meet the needs and expectations of all our High Speed Internet customers. We may offer additional higher bandwidth service tiers at an additional cost to residential customers who find that the 250GB data usage threshold does not meet their needs. Customers may view their own usage data for the month by accessing their account in the MyAccount web portal.
To preserve adequate bandwidth availability for all subscribers and efficiently allocate shared resources, we reserve the right (with a 90 day advance notice) to enforce the bandwidth cap by limiting the bandwidth available to users that exceed the allowance under their service plans. These customers may experience slower transmission speeds as we limit the bandwidth available to them for the remaining days within that calendar month. For an example of the kind of activity that would exceed our standard data usage allowance, please see our Data Usage Frequently Asked Questions.
Usage based fees. If residential users exceed their data usage allowance of 250GB in a thirty (30) day period, users may be subject to a per MB monthly overage charge for every MB over the 250GB limit. The overage rate is determined annually and is subject to change at the beginning of every calendar year. If a customer potentially subject to overage charges purchases an additional higher bandwidth data usage tier, the overage charge will not be applied to his or her account unless the customer’s data usage exceeds the combined limit of the standard 250GB data usage plus the additional data usage purchased. Ninety days in advance of the application of any usage fees to a customer account, TDS will send a bill message notification.
Fees for early termination. Early termination fees only apply to TDS subscribers that have subscribed under fixed term contracts, in accordance with the terms of those contracts.
Fees for additional network services. Not applicable.
We reserve the right to disclose network traffic information to third parties solely for purposes of providing and maintaining our Internet service product or if required by law. For further information on our privacy policies see our Privacy Notice.
Inspection of Network Traffic. We routinely monitor network and traffic patterns.
Traffic monitoring. Viruses, worms, Trojans, and other “malware” or “spyware” pose a significant threat to our network and users. In an effort to minimize these threats, TDS constantly monitors the activity and traffic patterns of its network. If we reasonably determine that traffic from a user customer is some form of harmful traffic, we will suppress the flow of some or all of the traffic from the user until we determine the traffic has ceased or that the traffic is legitimate traffic. We also monitor traffic and generate reports showing end user usage for identification and management of customers’ data usage on our network.
Virus and Spam filtering. We filter email and web space traffic for virus activity and Spam using industry standard virus scanning and prevention techniques.
Storage of network traffic information for cable modem Internet service. Dynamic Host Configuration Protocol (DHCP) information is a code included in all network traffic that associates that traffic with a particular cable modem sending or receiving the traffic. We store DHCP information for at least three months.
Provision of network traffic information to third parties. We may disclose network traffic information to third parties solely for purposes of providing and maintaining our Internet service product or if required by law.
Use of network traffic information for non-network management purposes. None.
Practices for resolving end-user and edge provider complaints and questions. End users or edge providers with complaints or questions should contact TDS Customer Service at (877) 422-5282.
Questions. We will endeavor to answer questions promptly via email or voice.
Complaints. We will provide an initial response within 15 business days of receipt. We will attempt to resolve complaints informally, escalating the matter to senior management if needed.
Updated November 2016