OPEN INTERNET DISCLOSURE STATEMENT

Blue Ridge Communications ("BRC") and PenTeleData ("PTD") are required by the Federal Communications Commission ("FCC") to provide the following information regarding their mass market retail broadband Internet access services, including information regarding the commercial terms of their service offerings, the performance characteristics of their services, and the network management practices that they employ. For clarity, PTD provides internet bandwidth to BRC customers and manages an internet network of which BRC is a part.

This disclosure is intended to provide information sufficient for consumers to make informed choices regarding the use of such services and for content, application, service, and device providers to develop, market and maintain internet offerings that may use BRC’s and PTD’s networks to reach end-users. This disclosure incorporates and includes by reference PTD’s "Acceptable Use Policy" ("AUP"), available at www.ptd.net/policies and "Terms and Conditions,” (TOC) available at www.brctv.com. Additional disclosures may be found in BRC’s Annual Notice, available at your local BRC office.

This statement relates solely to that portion of BRC’s and PTD’s networks devoted to providing mass market retail broadband Internet access service to their customers. Other portions of the network may be used to provide cable service, phone service, or other information or non-mass market data services, each of which is subject to their own terms and conditions of service. For further information regarding other services offered by BRC and PTD, please see www.brctv.com and www.ptd.net.

BRC and PTD reserve the right to alter their policies and network management practices at any time, and the information contained in this Internet Disclosure Statement may change accordingly. BRC and PTD will post any material changes to their policies at: www.brctv.com and www.ptd.net.

Service Description: BRC and PTD provide what is known as "fixed broadband" Internet access services that are designed to provide the capability to transmit data to and receive data from all or substantially all Internet end points via their hybrid fiber-coax network. BRC and PTD offer multiple packages of broadband Internet access service for residential or commercial use with varying targeted speeds, features and data usage limitations that may affect the suitability of such service for real-time applications. The features, pricing and other commercial terms of BRC’s and PTD’s service offerings are modified from time to time. Each package is priced to reflect the particular speed, features and data usage limitations of that package.

Pricing and Fees: The current pricing, promotional rates and terms, and other terms and conditions of BRC’s and PTD’s packages of broadband Internet access service (along with information regarding fees, such as those for installation, early termination, modem rental, service charges, and additional network services) can be found on BRC’s and PTD’s websites at www.brctv.com and www.ptd.net or by contacting BRC’s and PTD’s customer service center at 1-800-Cable77 or 1-800-281-3564. The pricing and other commercial terms of BRC’s and PTD’s 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.

Regular prices as of the date of this disclosure are as follows. (Prices & service levels are subject to change):

 

FOR CURRENT SUBSCRIBERS
OF BASIC+ TV
(Per Month)

FOR CURRENT SUBSCRIBERS
OF BROADCAST BASIC TV
(Per Month)

WITHOUT SUBSCRIPTION
TO CABLE TV
(Per Month)

Surfer 1.5 Mbps Download / 384 K Upload

$27.95

$33.95

$42.95

G5 5 Mbps Download / 384 K Upload

$37.95

$43.95

$52.95

G10 10 Mbps Download / 800 K Upload

$42.95

$48.95

$57.95

G15 15 Mbps Download / 2 Mbps Upload

$52.95

$58.95

$67.95

Dream/Pro 60
60 Mbps Download / 3 Mbps Upload

$69.95

$75.95

$84.95

Dream/Pro 100
100 Mbps Download / 5 Mbps Upload

$109.95

$115.95

$124.95

Service levels include a bandwidth allowance more specifically described below.

Performance Metrics: The FCC requires BRC and PTD to disclose information regarding the targeted and actual speed, packet loss and latency of their broadband Internet access service offerings. As described above, BRC and PTD offer multiple packages of broadband Internet access service for residential or commercial use with varying targeted upload and download speeds. The targeted speed that users may achieve—the maximum speed enabled by the firmware in the customer’s modem and the package purchased by that customer—will vary depending on which particular package a user selects.

The FCC also requires that BRC and PTD describe the actual throughput speeds that customers can expect to experience with their service. Although BRC and PTD engineer their networks to deliver speeds up to the targeted speed, the actual speed that a user will actually experience at any given time depends on a number of factors, some of which are not within BRC’s and PTD’s control. Service is always provided on a best efforts basis and speeds or other performance characteristics cannot be guaranteed.

Factors beyond our control that impact actual speeds include:

  • The limitations, capabilities and capacities of the customer’s computer (including its age, processing capability, operating system, the number of applications running simultaneously, and the presence of any adware and viruses), modem (modem performance may degrade over time, and certain modems are not capable of handling higher speeds), equipment and/or local area network (LAN) devices such as wireless routers;
  • Type of connection between a customer’s computer and modem. For example, in-home wireless connections between the computer and the router or modem may be slower than wired connections. In-home wireless connections also may be subject to greater performance fluctuations, caused by factors like interference and congestion. BRC recommends that customers confirm that their in-home wireless connections are able to support the speeds that BRC’s services deliver. Certain older in-home wireless connections and routers cannot perform at the speeds delivered by BRC’s higher speed tiers. Customers can purchase their modem and router at a retail outlet, or they can lease the necessary equipment from BRC, though even wireless routers leased from BRC are subject to some of the same limitations mentioned above.
  • The distance packets travel (round trip time of packets) between a customer’s computer and their final destination on the Internet, including the number and quality of the networks of various operators in the transmission path. The Internet is a "network of networks." A customer’s Internet traffic may traverse the networks of multiple providers before reaching its destination, and the capabilities of those networks may affect the overall speed of that Internet connection.
  • The performance of the content and application providers the customer is accessing, such as a search engine or video streaming site. To control traffic or performance, many websites gate or limit the speeds at which a visitor can download from their site. Those limitations will carry through to a customer’s connection.
  • The performance characteristics of transmissions over portions of the Internet that are not subject to BRC’s and PTD’s control;
  • The number and types of simultaneous websites or applications being accessed;
  • The number of users in a household at a particular moment, and (viii) other factors in the end-to-end transmission path from a subscriber’s residence to the Internet endpoint being accessed; and
  • Congestion or high usage levels at the website or destination. When you access a site or particular destination that is being visited by others at the same time, you may experience a slower connection if the site or destination does not have sufficient capacity to serve all of the visitors efficiently at the same time.

There are a number of publicly available sources of information regarding actual performance, each of which uses a different methodology and thus may produce different results. One such free speed test site is Ookla Speedtest, available at www.speedtest.net/. Please note, however, that all speed tests have biases and flaws. Each of these tests measures limited aspects of an ISP’s speed and therefore must be seen as a guide rather than definitive measurements of performance. To obtain appropriate results, we recommend that you connect to a speed test server located in your geographic area.

BRC and PTD uses Ookla Speedtest to monitor and measure the network’s actual upload and download speeds, latency and packet loss. According to Speedtest, the average actual sustained download speeds for BRC’s and PTD’s mass-market service (during peak times, and on a nationwide basis) were as follows:

Blue Ridge offers six levels of service to residential customers:

Websurfer is adequate for use for basic email, chat, social networking, listening to audio Maximum speeds are 1.5 Mbps downstream and 384 kbps upstream.

Area

1500x384 Down

Up

Latency

Packet Loss

Ephrata (Ephrata/Newberry/Duncannon)

1.50(Mbps)

310(kbps)

11.9(ms)

(0% loss)

Milford (Milford/Hawley)

1.45(Mbps)

380(kbps)

16.00(ms)

(0% loss)

Lehighton (Lehighton/Slatington)

1.46(Mbps)

380(kbps)

12.93(ms)

(0% loss)

Stroudsburg (Stroudsburg/Pocono Summit/Bushkill)

1.43(Mbps)

360(kbps)

19.13(ms)

(0% loss)

Wellsboro (Mansfield/Wellsboro)

1.46(Mbps)

383(kbps)

16.5(ms)

(0% loss)

Tunkhannock (Tunhannock/New Albany)

1.46(Mbps)

380(kbps)

15.5(ms)

(0% loss)

 

G5 can be used for downloading music, files, photos, frequent email. Maximum speeds are 5 Mbps downstream and 384 kbps upstream.

Area

5000x384 Down

Up

Latency

Packet Loss

Ephrata (Ephrata/Newberry/Duncannon)

5.24(Mbps)

382(kbps)

11.75(ms)

(0% loss)

Milford (Milford/Hawley)

5.18(Mbps)

440(kbps)

17.25(ms)

(0% loss)

Lehighton (Lehighton/Slatington)

5.17(Mbps)

380(kbps)

12.84(ms)

(0% loss)

Stroudsburg (Stroudsburg/Pocono Summit/Bushkill)

5.02(Mbps)

390(kbps)

17.00(ms)

(0% loss)

Wellsboro (Mansfield/Wellsboro)

5.21(Mbps)

382(kbps)

11(ms)

(0% loss)

Tunkhannock (Tunkhannock/New Albany)

5.01(Mbps)

371(kbps)

10(ms)

(0% loss)

 

G10 can be used for downloading photos and streaming videos, video chat uploading attachments and photos. Maximum speeds are 10 Mbps downstream and 800 kbps upstream.

Area

10000x800 Down

Up

Latency

Packet Loss

Ephrata (Ephrata/Newberry/Duncannon)

9.99(Mbps)

755(kbps)

18.17(ms)

(0% loss)

Milford (Milford/Hawley)

9.96(Mbps)

810(kbps)

16.50(ms)

(0% loss)

Lehighton (Lehighton/Slatington)

10.07(Mbps)

800(kbps)

12.76(ms)

(0% loss)

Stroudsburg (Stroudsburg/Pocono Summit/Bushkill)

10.15(Mbps)

790(kbps)

17.25(ms)

(0% loss)

Wellsboro (Mansfield/Wellsboro)

9.96(Mbps)

800(kbps)

17(ms)

(0% loss)

Tunkhannock (Tunkhannock/New Albany)

9.75(Mbps)

796(kbps)

17.12(ms)

(0% loss)

 

G15 can be used for streaming full-length movies and online gaming, telecommuting, downloading multiple files. Maximum speeds are 15 Mbps downstream and 2 Mbps upstream.

Area

15000x2000 Down

Up

Latency

Packet Loss

Ephrata (Ephrata/Newberry/Duncannon)

15.05(Mbps)

1.95(Mbps)

16.27(ms)

(0% loss)

Milford (Milford/Hawley)

15.00(Mbps)

2.01(Mbps)

16.88(ms)

(0% loss)

Lehighton (Lehighton/Slatington)

15.05(Mbps)

1.94(Mbps)

13.59(ms)

(0% loss)

Stroudsburg (Stroudsburg/Pocono Summit/Bushkill)

15.08(Mbps)

1.99(Mbps)

17.50(ms)

(0% loss)

Wellsboro (Mansfield/Wellsboro)

14.92(Mbps)

2(Mbps)

10.75(ms)

(0% loss)

Tunkhannock (Tunkhannock/New Albany)

15.03(Mbps)

1.97(Mbps)

10.54(ms)

(0% loss)

 

Dream/Pro 60 can be used for smoother video streaming and faster file transfers. Maximum speeds are 60 Mbps downstream and 3 Mbps upstream.

Area

60000x3000 Down

Up

Latency

Packet Loss

Ephrata (Ephrata/Newberry/Duncannon)

59.88(Mbps)

3.04(Mbps)

34.1(ms)

(0% loss)

Milford (Milford/Hawley)

59.43(Mbps)

3.03(Mbps)

15.13(ms)

(0% loss)

Lehighton (Lehighton/Slatington)

59.90(Mbps)

3.00(Mbps)

12.83(ms)

(0% loss)

Stroudsburg (Stroudsburg/Pocono Summit/Bushkill)

54.59(Mbps)

2.96(Mbps)

18.00(ms)

(0% loss)

Wellsboro (Mansfield/Wellsboro)

58.82(Mbps)

3.02(Mbps)

10.75(ms)

(0% loss)

Tunkhannock (Tunkhannock/New Albany)

57.32(Mbps)

2.92(Mbps)

11.05(ms)

(0% loss)

 

Dream/Pro 100 can be used for very large file transfers and smoother HD video viewing Maximum speeds are 100 Mbps downstream and 5 Mbps upstream.

Area

100000x5000 Down

Up

Latency

Packet Loss

Ephrata (Ephrata/Newberry/Duncannon)

95.90(Mbps)

5.01(Mbps)

16.05(ms)

(0% loss)

Milford (Milford/Hawley)

97.56(Mbps)

4.41(Mbps)

14.50(ms)

(0% loss)

Lehighton (Lehighton/Slatington)

95.61(Mbps)

5.06(Mbps)

13.01(ms)

(0% loss)

Stroudsburg (Stroudsburg/Pocono Summit/Bushkill)

80.10(Mbps)

4.85(Mbps)

15.75(ms)

(0% loss)

Wellsboro (Mansfield/Wellsboro)

98.48(Mbps)

5.02(Mbps)

18.75(ms)

(0% loss)

Tunkhannock (Tunkhannock/New Albany)

97.73(Mbps)

4.92(Mbps)

17.32(ms)

(0% loss)

 

Blue Ridge offers four levels of service to commercial customers:

Pro 3 with a maximum speed of 3 Mbps downstream , 800 kbps upstream. The expected speed is 2 Mbps downstream.

Area

3000x800 Down

Up

Latency

Packet Loss

Ephrata (Ephrata/Newberry/Duncannon)

3.04(Mbps)

750(kbps)

14.57(ms)

(0% loss)

Milford (Milford/Hawley)

2.97(Mbps)

790(kbps)

15.25(ms)

(0% loss)

Lehighton (Lehighton/Slatington)

3.00(Mbps)

800(kbps)

12.48(ms)

(0% loss)

Stroudsburg (Stroudsburg/Pocono Summit/Bushkill)

2.97(Mbps)

770(kbps)

16.88(ms)

(0% loss)

Wellsboro (Mansfield/Wellsboro)

2.98(Mbps)

800(kbps)

10.75(ms)

(0% loss)

Tunkhannock (Tunkhannock/New Albany)

3.01(Mbps)

796(kbps)

11.15(ms)

(0% loss)

 

Pro 5 with a maximum speed of 5 Mbps downstream, 800 kbps upstream. The expected speed is 3 Mbps.

Area

5000x800 Down

Up

Latency

Packet Loss

Ephrata (Ephrata/Newberry/Duncannon)

5.01(Mbps)

802(kbps)

11.05(ms)

(0% loss)

Milford (Milford/Hawley)

4.98(Mbps)

780(kbps)

16.88(ms)

(0% loss)

Lehighton (Lehighton/Slatington)

5.00(Mbps)

800(kbps)

12.58(ms)

(0% loss)

Stroudsburg (Stroudsburg/Pocono Summit/Bushkill)

4.96(Mbps)

770(kbps)

15.75(ms)

(0% loss)

Wellsboro (Mansfield/Wellsboro)

4.97(Mbps)

800(kbps)

10.5(ms)

(0% loss)

Tunkhannock (Tunkhannock/New Albany)

4.97(Mbps)

784(kbps)

11.13(ms)

(0% loss)

 

Pro 10 with a maximum speed of 10 Mbps downstream, 2 Mbps upstream. The expected speed is 8 Mbps.

Area

10000x2000 Down

Up

Latency

Packet Loss

Ephrata (Ephrata/Newberry/Duncannon)

10.01(Mbps)

1.97(Mbps)

17.85(ms)

(0% loss)

Milford (Milford/Hawley)

9.95(Mbps)

2.03(Mbps)

16.50(ms)

(0% loss)

Lehighton (Lehighton/Slatington)

10.05(Mbps)

2.01(Mbps)

12.78(ms)

(0% loss)

Stroudsburg (Stroudsburg/Pocono Summit/Bushkill)

9.88(Mbps)

1.94(Mbps)

18.13(ms)

(0% loss)

Wellsboro (Mansfield/Wellsboro)

9.89(Mbps)

2.00(Mbps)

15(ms)

(0% loss)

Tunkhannock (Tunkhannock/New Albany)

9.97(Mbps)

1.94(Mbps)

12.4(ms)

(0% loss)

 

Pro 15 with a maximum speed of 15 Mbps downstream, 2 Mbps upstream. The expected speed is 12 Mbps. The average speed 14.96 Mbps downstream, 1.97 upstream. Average latency is 14.16 m/s.

Area

15000x2000 Down

Up

Latency

Packet Loss

Ephrata (Ephrata/Newberry/Duncannon)

15.12(Mbps)

2.02(Mbps)

12.5(ms)

(0% loss)

Milford (Milford/Hawley)

14.79(Mbps)

2.00(Mbps)

15.75(ms)

(0% loss)

Lehighton (Lehighton/Slatington)

15.08(Mbps)

1.95(Mbps)

12.42(ms)

(0% loss)

Stroudsburg (Stroudsburg/Pocono Summit/Bushkill)

14.86(Mbps)

1.93(Mbps)

17.38(ms)

(0% loss)

Wellsboro (Mansfield/Wellsboro)

15.02(Mbps)

2.01(Mbps)

11.5(ms)

(0% loss)

Tunkhannock (Tunkhannock/New Albany)

14.96(Mbps)

1.89(Mbps)

11.42(ms)

(0% loss)

 

Data Usage Allowances: 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 their network by others, BRC and PTD maintains a "data usage" policy that addresses total usage of a customer’s account each month. As described above, BRC and PTD offers multiple packages of broadband Internet access service for residential or commercial use, each with an associated targeted speed and a monthly data allowance. The data usage allowance for any particular package is reflective of the targeted speed of the package, with higher targeted speed packages having higher data allowances.

Should a customer exceed the data usage allowance associated with the chosen package, BRC will charge the customer a fee per GB used in excess of the then current bandwidth allowance. The bandwidth usage policy may change as posted to the Blue Ridge website www.brctv.com. BRC and PTD reserve the right to suspend and/or terminate service without notice if, within BRC’s sole judgment, a customer has taken any action to prevent BRC from measuring the customer’s bandwidth usage.

Effective February 1, 2016, data allowance for residential customers as follows:

  • Web Surfer - 200 GB per month
  • G5 - 450 GB per month
  • G10 - 550 GB per month
  • G15 - 700 GB per month
  • Dream 60 - 800 GB per month
  • Dream 100 - 1000 GB per month

Bandwidth usage is measured 24 hours a day throughout the month by a third party service Open Vault, http://www.openvault.com . For customers exceeding their data allowance a $10 charge will be assessed and the customers will be given an additional 50GB of data. Customers are encouraged to sign up for a My Blue Ridge username and password, where they will be able to monitor their monthly Internet usage and increase data usage cap. Based on statistical analysis, the allowance limits impact fewer than 3% of customers in any given month. Customers can track their bandwidth usage at www.brctv.com/login

Congestion and Network Management Practices: The bandwidth and network resources used by BRC and PTD to deliver their broadband Internet access service are limited and shared among users. While BRC and PTD strive to provide sufficient bandwidth to meet the foreseeable needs of their customers, the network may be negatively affected by the rapidly increasing demands of users whose actions strain the ability of the network to meet that demand. Conscious of this, the FCC allows broadband Internet access service providers such as BRC and PTD to engage in "reasonable network management practices" to respond to situations such as network congestion or excessive use that can unreasonably burden the network and cause service degradation, including security attacks and network congestion. BRC’s and PTD’s use of certain network management tools and techniques may affect users’ Internet performance, such as download and upload times or response times while surfing the Internet or playing games, but such effects typically will be noticeable only for a brief period of time, if at all.

BRC’s and PTD’s network management tools and techniques do not target or block specific content, applications or services, 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. 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. BRC’s and PTD’s network management tools and techniques instead focus on identifying, anticipating and avoiding network congestion by monitoring network usage patterns and adjusting or expanding network parameters to resolve any resulting congestion issues.

Specific network management tools and techniques may include detecting and curtailing malicious traffic patterns, preventing the distribution of viruses or other malicious code, measuring subscriber bandwidth usage, prioritizing certain traffic such as network control packets, limiting the aggregate bandwidth available for certain usage protocols, regulating the delivery speed of mass emails, rejection or removal of "spam" or otherwise unsolicited bulk email, detecting and preventing the distribution of viruses and other malware, traffic prioritization and other tools and techniques as BRC and PTD may from time to time determine to be appropriate. Additionally, IP traffic sent to customers on ports TCP 25, TCP 80, TCP 443, TCP 445, TCP 1080, TCP 6667-6669, TCP 1433-1434, TCP&UDP 135-139, TCP&UDP 67 is blocked for security and network management reasons to minimize customer’s computers from being virus infected through well-known vulnerabilities and/or to avoid infected or hostile computers from affecting other users’ computers. Customers will also receive either two dynamic public IP addresses acquirable via DHCP or may receive 2 dynamic private IP’s behind Network Address Translation (NAT) via DHCP. Customers that receive NAT’d private IP’s will have all inbound ports blocked that aren’t opened as a result of an outbound request due to the operation of NAT.

New network management techniques are also being developed on an ongoing basis to address evolving challenges and threats to the network and users, and BRC and PTD may elect to use some or all available network management techniques on a temporary or as-needed basis. Other network management tools and techniques may also be employed to allow BRC and PTD to comply with various legal requirements, including, but not limited to, providing proper assistance to law enforcement, national security, emergency response and disaster relief authorities.

Traffic Priority: Traffic from Cable Modem Internet Service sold by PTD has priority on the cable system over BRC sold Cable Modem Internet Service.

No Blocking: Blue Ridge does not block or reduce speed of any specific legal traffic. Upon proper notice and direction from law enforcement authorities, Blue Ridge through PTD will block access, to the extent practical, to specific websites that provide illegal content such as child pornography.

No unreasonable discrimination: Blue Ridge does not block or rate control specific protocols or applications. Some protocol ports, specifically ports TCP 25, TCP 80, TCP 443, TCP 445, TCP 1080, TCP 6667-6669, TCP 1433-1434, TCP&UDP 135-139, TCP&UDP 67, may be blocked for network security reasons.

Application Specific Behavior: BRC and PTD do not discriminate against or prevent users of their 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, cause malicious traffic patterns, facilitate theft of service or the distribution of unlawful content, or otherwise harm or unreasonably impair other users of the service. Similarly, BRC and PTD do 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.

Third Party Services: BRC and PTD 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 premises operators in connection with the provision of Internet service to others.

Device Attachment Rules: BRC and PTD require customers to connect to their network using a model of modem that BRC’s and PTD’s research has indicated is compatible with their equipment and services, and that does not harm the network. Use of a non-approved modem may be subject to service interruption due to network updates or incompatibility. A DOCSIS 2.0 or higher modem is required to receive nearly all of BRC’s and PTD’s speed offerings. Best results may be achieved by using a DOCSIS 3.0 modems. Information regarding approved modem models can be found at www.brctv.com or by contacting BRC’s customer service center at 1-800-CABLE 77.

The pace of technological change is rapid and due to customer demand and other advancements, modem models previously compatible may become obsolete. BRC and PTD may require customers to replace a non-approved or previously approved modem model with an approved one and reserves the right to discontinue provision of service to any non-approved modem. Customers may choose to lease a modem from BRC and PTD or purchase an approved model from a retailer.

Security: BRC and PTD also employ certain practices to protect the security of their customers and their network from unwanted and harmful activities. These include practices designed to protect BRC’s and PTD’s servers against viruses, worms, spyware, and Denial of Service attacks and to prevent spam and identity theft. BRC and PTD will employ such practices on a case-by-case and as-needed basis to protect their network and their customers. These practices (which could include limiting traffic to DNS and DHCP servers) could be triggered if BRC and PTD detects traffic levels that significantly exceed certain baselines. Further, BRC and PTD may also on occasion and for limited periods of time inhibit certain Internet ports that are commonly misused to harm networks.

When security measures are employed, they may affect the performance characteristics of service or the ability to access certain websites, but such measures are employed in a manner designed to have a non-discriminatory impact on all similarly-situated customers. BRC and PTD engages in network security measures such as those outlined above to enhance the online experience of their customers. However, no such measures are infallible and we cannot guarantee against security problems.

Service Termination/Suspension: BRC and PTD reserve the right to terminate and/or suspend service in the event the account is identified as violating the terms and conditions or the acceptable use policy and/or is improperly impacting other users’ service. BRC or PTD will make a reasonable attempt to contact the customer prior to suspension or termination of service.

Spam Filtering: Inbound filtering for BRC and PTD email will block email from any source that exceeds their 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 BRC’s and PTD’s filtering methods.

Impact of Non-BIAS Services: The FCC’s "open Internet" rules distinguish between mass market retail broadband Internet access services and other non-mass market data service that that share bandwidth capacity with our broadband Internet access service over our last-mile facilities. The FCC calls these services non-BIAS services. For example, Blue Ridge Digital Phone Service shares bandwidth with BRC’s and PTD’s broadband Internet access service and because of its nature sometimes receives network priority and may temporarily impact broadband Internet access service at particular times. If Blue Ridge delivers other Internet Protocol based services or any specialized or managed service in the future that impacts Customer internet services, we will provide additional information. Both BRC and PTD also routinely monitor how all their services use bandwidth to minimize any impact on their broadband Internet access service.

As described above, BRC and PTD monitor network usage and congestion, and may apply network management techniques to protect the efficient operation of the network and to ensure a quality online experience for all users. Consistent with such practices, BRC and PTD may, from time to time, prioritize packets from non-BIAS services over BRC’s and PTD’s broadband Internet access service. In general, however, such actions will not adversely affect the provision of broadband Internet access services.

Privacy Policies: Your privacy is very important to us. Personal information you provide to BRC and PTD is governed by BRC’s and PTD’s Privacy Policy, which is posted on BRC’s and PTD’s Website at www.brctv.com/privacy-policy-services and is subject to change from time to time. Personal information provided by you to BRC and PTD is used primarily to provide a customized experience as you use our services, and is only shared with third parties in accordance with BRC’s and PTD’s Privacy Policy and consistent with applicable law. BRC and PTD reserves the right, as required or permitted by law, to provide account and user information, including email, to third parties and to cooperate with law enforcement authorities in the investigation of any criminal or civil matter. Such cooperation may include, but is not limited to, monitoring of BRC’s and PTD’s network consistent with applicable law.

For Questions, Complaints and Redress Options: For immediate assistance with issues or complaints involving your broadband Internet access service, please contact BRC’s and PTD’s customer service centers at 1-800-CABLE 77 or use the Help function at www.brctv.com. We have agents available 24 hours a day, seven days a week to assist you. You can also contact us by email at csr@brctv.com for customer service issues, or at brcnocoffice@pencor.com for technical and network issues. Our mailing address is: Blue Ridge Communications; PO Box 215, Palmerton, PA 18071. For information concerning the FCC’s formal and informal complaint procedures, please refer to the FCC’s website at
www.fcc.gov/guides/getting-broadband.