Open Internet Statement.
RISE BROADBAND provides Internet access services to nearly 200,000 residential and commercial customers across 16 states. The purpose of this disclosure is to provide information regarding the network management practices, the performance characteristics, and the commercial terms of our broadband Internet services to enable you to make informed choices regarding the purchase and use of our services, in accordance with the open Internet policies and rules of the Federal Communications Commission. This document is intended to be informational and does not replace or alter the legal terms and conditions of our service, which are found at our Policies and Agreements page, including, but not limited to RISE BROADBAND’S “Acceptable Use Policy”.
Network Management Practices.
RISE BROADBAND does not block any lawful content, applications, services, or your use of non-harmful devices, or discriminate in transmitting lawful network traffic except as reasonably necessary to manage our network effectively for the benefit of our subscribers as described below. All lawful Internet use is handled identically. RISE BROADBAND does not slow, throttle or shape one type of use over another. RISE BROADBAND reserves the right, in accordance with applicable law, to employ reasonable network practices to prevent certain harmful or illegal activity.
RISE BROADBAND is committed to providing the best online experience possible for all of its subscribers. In order to ensure the best experience, in certain circumstances, managing the network is required. RISE BROADBAND Network Management techniques are tailored to ensure that under congested network conditions, all subscribers receive their fair share of the service.
Network Management is only activated when congestion is detected on the network. In regular intervals, network equipment is polled to identify what devices may be experiencing congestion. When a specific device is determined congested, the subscribers serviced from that/those network device(s) are analyzed and then managed based on plan and usage thresholds until the congestion has been alleviated, as described more fully below. Subscribers will still be able to do what they want online, in many cases activities may be unaffected, in other cases, subscribers may see reduced speed in downloads or uploads. No specific type of usage activity or subscriber aggregate monthly usage is targeted by these techniques. It is important to note that network management is temporary and based on dynamic network conditions.
The chart below outlines how subscribers will be affected in the event of congestion. Based on usage and service plan, all subscribers impacted by network congestion will be managed. For example, once network congestion is identified on specific equipment serving specific subscribers network management will be activated. A 15 mbps subscriber serviced from this “equipment” will be un-managed until daily aggregate usage exceeds 500 MB at which point the account will be reduced to 7 mbps down and 2 mbps up. In the event that 6 GB is exceeded then the speed on the account would be further reduced to 4 mbps down and 1.5 mbps up until the congestion was alleviated at which point the subscriber would return to normal and unmanaged access.
Customer Usage Network Management
RISE BROADBAND also deploys “fair queuing” as a Network Management tool when congestion is present in the network. This is done by equally splitting available bandwidth across all active subscribers regardless of usage or service plan.
The Network Management practices described in this section are part of the “standard” RISE BROADBAND Network architecture. RISE BROADBAND acquires other broadband Internet networks on a regular basis and implements these practices as quickly as possible.
RISE BROADBAND provides full access to all lawful content, services and applications that are available on the internet. We do not block or favor the usage of certain applications or classes of applications. However, the usage of applications that continue execution on the system upon Customer logout or result in excessive use of network resources may contribute to congestion activating Network Management as described above.
Device Attachment Rules.
Subscribers may connect to the service with any lawful, non-harmful equipment of their choice. Subscriber equipment (typically a computer or home router) connects via Ethernet Cable to the RISE BROADBAND managed Customer Premise Equipment (CPE). The CPE receives the Internet wirelessly from a location near the subscriber rooftop.
RISE BROADBAND uses a number of tools and techniques to protect its network and subscribers from malicious and unwanted Internet traffic such as preventing the distribution of viruses or other harmful code and preventing the delivery of spam to subscriber email accounts. Because the nature of external threats to the network is constantly evolving, RISE BROADBAND network security practices necessarily are dynamic and regularly changing. In general, these security practices should not have any effect on our subscribers’ use of their network connections.
RISE BROADBAND’S Internet services are provided over the RISE BROADBAND fixed broadband wireless network system. We are committed to providing our Internet services as an open platform for innovation, investment, job creation, economic growth, competition, and free expression.
RISE BROADBAND offers a range of download speeds to residential subscribers varying from 1.5 mbps to 15 mbps (megabits per second). The network is designed to support these speeds to help ensure that every subscriber receives the speeds to which they have subscribed. RISE BROADBAND however cannot guarantee speeds at all times, as there are many factors and conditions beyond RISE BROADBAND’s control that can affect Internet performance. Some of these external factors and conditions are:
a. Performance of subscriber computer and/or router
b. Type of connection to RISE BROADBAND Customer Premise Equipment (i.e. WIFI)
c. Congestion of web sites and services on Internet
d. Web site or service limiting speeds on the Internet
e. Internet performance outside of the RISE BROADBAND Network
RISE BROADBAND Internet packages are advertised as “up to” certain speeds reflecting performance under ideal conditions. Without purchasing an expensive “dedicated” Internet connection, no Internet Service Provider can guarantee package speeds at all times.
RISE BROADBAND provides a Speed Test for its subscribers to use. While the test results on this site provide information regarding service speeds, they are not definitive as they are highly dependent on equipment and configuration found in the home network. Additional information regarding subscriber experience across RISE BROADBAND Internet Plans can be found at our FAQ page. This page displays mean subscriber speeds and latency information by Internet plan. Subscriber speed tests are collected from the RISE BROADBAND Speed Test servers identified above. These results are calculated by averaging all subscriber speed tests and latency, by plan, at peak periods of usage. Peak periods of usage are defined as 7:00 pm to 11:00 pm on weeknights.
Pricing and Other Fees.
RISE BROADBAND has multiple levels of Internet service available. Additional fees, such as an equipment rental fee, installation charges, usage metering, a carrier cost recovery fee and other applicable taxes may apply as provided here. For information on current pricing and promotions for a specific area, please visit our High-Speed Internet page. The pricing and terms of our Internet services are subject to change and the information provided in this statement does not supersede or modify any of the terms and conditions of service as applicable to a particular customer.
RISE BROADBAND subscriptions include a specific amount of monthly Internet usage (up and down transfer). If usage exceeds the threshold, additional charges will apply. Charges will be based on usage (up and down transfer) in 10 GB (Gigabytes) increments. 10 GB increments will be billed after the first bit of usage over the subscription threshold. Additional 10 GB increments will be billed as usage dictates.
Subscribers will be notified when they have hit certain usage thresholds. Email notification will be sent to the subscriber at the following events:
a. 75% of subscription usage has been consumed
b. 95% of subscription usage has been consumed
c. Every time a new 10 GB increment has been purchased
In addition to email notification, subscribers can also track their usage online at their My Account page.
The Internet Subscription Plans below are subject to metered usage at the transfer threshold and 10 GB cost increments specified:
Internet Privacy Policies.
Questions / Complaint Process.
Questions and concerns regarding RISE BROADBAND Service or Network Management can be directed to 844-411-RISE (7473).