Internet Service Disclosures
(Updated February 2020)
Consistent with FCC regulations, TDS Broadband Service LLC (“TDS”) provides this information about our network and broadband Internet access services. This document is intended to be informational and does not replace or alter the legal terms and conditions of our service agreements (including but not limited to the Commercial Service Agreement and our Terms of Service). 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 help provide 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 Broadband Service LLC Entertainment Options & Pricing
- TDS Broadband Service LLC Acceptable Use Policy for Internet Services
- TDS Broadband Service LLC Internet Support
- TDS Broadband Service 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 require low latency. Traffic is also prioritized based on protocols that can tolerate medium latency with disproportionate users of bandwidth having their medium latency traffic shaped to a lower priority. Disproportionate users are identified as those in each local service area who, during the time of congestion, are among the top 5% of bandwidth users. Examples of low, medium and high tolerance latency traffic types are as follows:
- Traffic with Low Latency Tolerance: Voice-over-IP, Gaming, Virtual Private Networking, Interactive Web Browsing.
- Traffic with Medium Latency Tolerance: Streaming video, streaming audio.
- Traffic with High Latency Tolerance: Peer-to-Peer and bulk downloading (e.g., software updates, email attachments, FTP transfers, newsgroups).
The traffic shaping routine described above is only used during times of congestion.
Application-Specific Practices. This section discloses any application-specific practices we use, if any. TDS does not block any lawful content, applications or services and does not discriminate in transmitting lawful network traffic. TDS does not block or manage any specific protocols or protocol ports, except in cases of malware, spam and viruses to protect customers (see our network security practices below). With the exception of network congestion management (see above) and network and security practices (see below), TDS does not target specific types of traffic based on technology, application or provider, modify protocol fields in ways not prescribed by the protocol standard, or otherwise inhibit or favor certain applications or classes of applications.
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 3.0 or DOCSIS 3.1 specifications may be used.
Fiber-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 Security Practices
TDS is dedicated to network security and employs a number of security practices to help guard against security threats and protect the integrity and availability of our network. Due to the dynamic nature of the Internet, new threats are constantly emerging and as a result, TDS’ security practices are constantly evolving to mitigate the risk of those threats to our network and customers. If TDS detects a threat, we will work to isolate the threat and take steps to prevent it from spreading throughout the network. In order to protect our network from internal and external abuse, we block a limited set of ports and protocols commonly used for spam, propagation of viruses, malware, fraud, stealing a user’s information or other malicious behavior, including Denial of Service (DoS) attacks. We reserve the right to block additional ports in the future based on threat assessments. These measures are not designed to prevent or restrict a customer’s use of their broadband services, as long as their activities are not a threat to the network or other customers. Any online activity which violates TDS’ terms of service, acceptable use policy or threatens the security, integrity, or availability of our networks or customer information, may result in suspension or termination of service.
TDS security practices may also include scanning and analyzing network addresses, including ranges assigned to our customers. The scanning activity is a proactive measure to detect areas of weakness within the network that could be used to cause disruption of service to our customers and should not have any adverse effect on our quality of service. This activity may be used to: (1) Detect configuration errors or vulnerabilities resulting from mistakes made by our customers when setting up equipment connected to our network; (2) Identify those devices not properly patched with the latest available settings or code, whether the devices are TDS-provided or customer-provided equipment; (3) In some cases, alert customers to such issues and reference methods for them to address any weaknesses.
Additional resources. We make available through our website additional information regarding the network security practices we undertake.
- Our Acceptable Use Policy
- 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.
Service Technology. 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.
Speed. 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. 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. You may run a test of your broadband connection at http://speedtest.tds.net. The test measures upload speed, download speed and latency.
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.
Impact of Non-BIAS Services
TDS offers IP-based voice, security, and support services that share TDS network infrastructure with our Broadband Internet Access Service (BIAS). These other services are known as non-BIAS services. The impact these services have on broadband internet performance is generally unnoticeable.
Prices. 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
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.
Privacy Policies. See our Privacy Policies at https://hellotds.com/privacy-policy
Redress Options. End users or edge providers with complaints or questions should contact TDS Customer Service at (877) 422-5282.