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The Internet has the ability to transform our society, our economy, and our way of life. To realize its full potential, however, the Internet must be universal in that it must be available and affordable to consumers everywhere. The Internet also must be open in that the Internet ecosystem must enable consumers to exchange ideas and communicate freely, give them freedom to access the lawful applications and content they want to use, and afford them the ability to choose and assemble packages of services and equipment that meet their needs. The Internet must respect privacy so that consumers are in control of how, when, and by whom their private information is used. And the Internet must be safe so that networks and services are protected from harm and consumers are secure when they go online.
Point Broadband Fiber Holding, LLC (“We,” “Our,” “Us”) provides this Network Management Policy (“Policy”) in accordance with Federal Communications Commission (“FCC”) requirements to disclose certain network management practices, performance characteristics, and commercial terms. Additional information about our broadband policies and practices is available at https://www.point-broadband.com/legal.
Network Management Practices
We engage in network management practices that are tailored and appropriate for achieving optimization on our network considering the particular network architecture and technology of our broadband Internet access service. Our goal is to ensure that all our customers experience a safe and secure broadband Internet environment that is fast, reliable, and affordable. We want our customers to experience all the Internet offers, whether it is social networking, streaming videos, listening to music, or communicating through email and videoconferencing.
We manage our network using various tools and industry-standard techniques to ensure fast, secure, and reliable Internet service.
Blocking
We do not block or discriminate against lawful Internet content, applications, services, or non-harmful devices. We conduct only reasonable network management.
Throttling
We do not throttle, impair, or degrade lawful Internet traffic based on content, application, service, user, or use of a non-harmful device. We engage in only reasonable network management practices.
Affiliated Prioritization
We do not favor any Internet traffic over others, including through the use of techniques such as traffic shaping, prioritization, or resource reservation, to benefit an affiliate, and we have no plans to do so.
Paid Prioritization
We have never engaged in paid prioritization. We do not favor or prioritize any Internet traffic over others, and we do not prioritize Internet websites over others in exchange for any consideration to benefit any content, applications, services, or devices.
Congestion Management
We monitor the connections on our network in aggregate for all types of traffic to determine the utilization rate. If undue congestion occurs on the network, we may take appropriate measures to relieve it.
Our network and congestion management practices do not discriminate based on the type of application being used, nor are they based on any particular customer’s aggregate monthly data usage. We examine only current network conditions, not our customers’ online activities.
We also check for abnormal traffic flows, network security breaches, malware, loss, and damage to the network. If a breach is detected or high-volume users are brought to light by complaint, we provide notification to the customer.
Customer conduct that abuses or threatens our network or violates our Internet Acceptable Use Policy, Terms of Use, Customer Service Agreement, or other policies will be asked to stop immediately. If a customer fails to respond or cease such conduct, we may suspend service or terminate the user’s account.
If we take any congestion management actions, the vast majority of our customers’ Internet activities will be unaffected. Some customers may, however, experience more extended download or upload times or slower surf speeds.
Application-Specific Behavior
Except as may be provided elsewhere herein, we do not engage in any application-specific network management activities on our network. Customers may use any lawful applications with us. We do not inhibit or favor applications or classes of applications over our High-Speed Internet/broadband data network. All traffic is treated in a “protocol-agnostic” manner, which means management is not based on applications and is also content neutral. We do not block or rate-control specific protocols or protocol ports, modify protocol fields, or otherwise inhibit or favor certain applications or classes of applications.
Device Attachment Rules
Customers may attach their choice of legal devices that do not harm the network or the provision of Internet access service, facilitate theft of service, or harm other users of the service. We are not responsible for the functionality or compatibility of any equipment provided by our customers. Customers are responsible for securing their own equipment to prevent third parties from unauthorized access to our broadband network and will be held responsible for the actions of such third parties who gain unauthorized access through unsecured customer equipment. If we discover a customer device is harmful to our network, we have the right to request that the customer remove such device.
Security Practices
We do not normally monitor the traffic of our customers. We undertake no obligation to monitor or protect customer traffic from spam, viruses, denial-of-service attacks, or other malicious, unlawful, or unwanted activities.
We recommend that customers purchase (and keep updated) spam filtering and anti-virus software or services from commercial vendors to meet their needs, as long as such software or services do not disrupt or degrade the traffic of other customers or harm our network.
A customer who is subjected to a denial-of-service attack or similar malicious, unlawful, or unwanted activity is urged to notify us as soon as possible. We will work with the customer, other service providers, federal and state regulators, and/or law enforcement to determine the source of such activity and to take appropriate, technically, and economically reasonable efforts to address the matter.
We employ commercially appropriate security procedures to protect our network and customer records from unauthorized access by third parties. However, we do not guarantee that we can protect customers from any and/or all security breaches.
Service Description
We offer Internet service over Fiber-to-the-Premises (FTTP) and Fiber-fed Fixed Wireless LTE or 5G Internet technology. We offer fiber speeds of up to 2 gigabits per second (Gbps). We offer fixed wireless speeds of up to 200 megabits per second (Mbps).
Information about the different service offerings can be found at https://www.point-broadband.com/services/internet. Residential customers can check fiber internet availability to see if we serve their area and can contact us online to discuss our internet services with a representative. Business customers can visit us at https://point-broadband.com/business/.
All our broadband services are best effort. Our service is generally suitable for real-time applications. The service a customer subscribes to will impact the efficiency of the real-time applications.
Network Performance
We make every effort to support advertised speeds and will dispatch repair technicians to customer sites to perform speed tests as needed to troubleshoot and resolve speed and application performance caused by our network.
The FCC requires that we disclose information regarding the expected and actual speed and latency of our Internet access service offerings. Latency measures the average time it takes for a data packet to travel from one point on a network to another. It is typically measured by round-trip time utilizing milliseconds. While latency generally does not significantly impact day-to-day Internet usage, certain applications, such as high-definition multiplayer online games, may be particularly affected by it.
Our advertised speeds are estimates that we target to achieve for our customers. We cannot guarantee that a customer will achieve those speeds at all times. The actual speeds achieved by customers may vary based on a number of factors, including, but not limited to: (a) the performance and capabilities of the customer’s computer; (b) the connection between a customer’s computer and service demarcation, such as the use of wireless routers; (c) variances in network usage; (d) the distance a packet of information must travel from the customer’s computer to its final destination on the Internet; (e) congestion or variable performance at a particular website or destination; or (f) performance characteristics of transmissions over the Internet that are outside of our control. Accordingly, customers should consider the capabilities of their own equipment when choosing broadband service. Customers may need to upgrade their computers and other networks in their homes or offices to take full advantage of the chosen broadband plan.
There are a number of available tools online that customers may utilize to measure Internet performance. Please note that all speed tests have biases and flaws and should be considered a guide rather than a conclusive measurement of performance.
We test each service for actual and expected access speeds at the time of network installation to demonstrate that the service is capable of supporting the advertised speed.
The following table shows our internal testing results.
Residential and Business Speeds
Impact of Non-BIAS Data Services
The FCC defines Non-Broadband Internet Access Services (“Non-BIAS”) to include services offered by broadband providers that share capacity with Broadband Internet Access Services (“BIAS”) (previously known as “Specialized Services”) also offered by the provider over the last-mile facilities. Real time services, such as Non-BIAS services, include Voice over Internet Protocol (VoIP) and Internet Protocol (IP) video services, command optimal bandwidth. As Non-BIAS traffic is combined with general Internet traffic on our network, broadband customers could experience service delays, although very unlikely, if there is an occurrence of congestion on our network. In any such event, the Non-BIAS traffic is given priority over general Internet traffic.
During times of unusual network congestion, we may automatically prioritize some Internet traffic over other types. This is done on a network-wide scale and does NOT target individual subscribers. The following list represents our traffic prioritization hierarchy:
Highest Priority Voice Over IP (VOIP)
Virtual Private Network (VPN) and Secured Traffic
Web Applications File
Transfer (FTP)
Streaming Applications (Video)
Pier to Pier (P2P)
Lowest Priority All Other Traffic
Pricing
The Company offers multiple levels of internet service, all with no monthly data cap. The current pricing and other terms and conditions of the various tiers can be found at https://www.point-broadband.com/services/internet, by calling us at 1-844-407-6468, or available on our Broadband Facts labels at https://www.point-broadband.com/broadband-labels.
Prices do not include applicable federal, state, or local taxes and regulatory fees. Prices and packages are subject to change. We change available tiers and levels of service and prices from time to time. We reserve the right to modify our service offerings at any time.
Privacy Policies
Our Privacy Policy is set out at https://www.point-broadband.com/policies/privacy-policy.
Broadband Facts
The information from the Broadband Facts labels for all current plans is available in a machine-readable file that can be downloaded at https://www.point-broadband.com/broadband-labels.
Redress Options
If you have any questions, complaints, or wish to contact us, please reach us as follows:
Phone: 1-844-407-6468
Mail: Point Broadband Fiber Holding, LLC
2901 Society Hill Road
Opelika, Alabama 36804
We review all correspondence in the order received and attempt to respond as soon as possible.
