Internet and Network Management Policies and Disclosures
C Spire® ("Service Provider," "we," or "our") strives to provide a superior online experience for all of its customers (also "you" or "your"). To help you better understand how we provide our services, as well as important conditions and limitations of the services, we summarize here our policies and disclosures. Details and other terms and conditions will also be found in your service agreement, our service plan offerings, and other pages on our website, some of which are linked below.
Service Description, Prices, and Limitations. C Spire® is a trademark owned by Cellular South, Inc. Cellular South, Inc. and Telepak Networks, Inc. provide the Services under the C Spire mark. C Spire provides broadband Internet access services to homes, businesses, and mobile devices using a variety of technologies, including fiber, cable, DSL, fixed wireless and mobile or cellular.
The technologies, prices, and speeds we offer for Home Internet Services, whether provided by fiber, wired, or fixed wireless technologies, depend on your service address. To learn the details of the services we offer to your address, contact us using the "Chat" feature on our website (https://www.cspire.com/), calling us at 1-855-Get100x (438-1009), or use the address search features found on cspire.com. The prices and speeds for mobile wireless service depend on the plan you select. Available mobile plans can be found here: https://www.cspire.com/shop_and_learn/plans/?WT.ac=w_m_shop_wireless_plans#/.
Internet access is provided on a best efforts basis. We will provide service at the speed your plan and service technology are capable of, but subject to limitations that are inherent in the service technology and other factors beyond our control. Factors affecting speed include, but are not limited to: the particular device being used, certain software installed on device, your distance from our cell tower or switching center, network congestion, atmospheric conditions such as rain, vegetation, the equipment you use, speeds of the websites you visit, distance from WiFi router, interference from other sources, and/or construction materials in the home. Wireless services are the most variable because they are the most susceptible to interference and blockage by buildings, trees, and topography.
Most Internet connections are suitable for real-time applications such as video and VoIP, and web surfing and higher speed plans are also suitable for movies, gaming, and music. Occasionally, at times of peak usage, some applications may run more slowly than usual, especially on mobile broadband technologies. Most of our mobile wireless plans—including "unlimited" plans—provide for us to slow your high speed data if your data usage in a billing period exceeds a certain threshold, which affects some customers. Check your plan on our website for details on your threshold and the speeds when you reach it. Data usage and service quality varies by device, apps, available network speeds, roaming, file sizes and/or as a result of update settings. Also, mobile wireless customers who use more than 50% of their data when roaming outside of Mississippi generally and surrounding Memphis/West Memphis, AR/nearby West TN, Mobile and Baldwin Counties in AL, and Escambia, Santa Rosa, Okaloosa, and Walton Counties in FL, may have their service slowed, suspended, changed, terminated, or restricted. If speeds are slowed, some real-time applications may not work well, especially streaming video and gaming.
Reasonable Network Management. While attempting to provide Internet access, Service Provider utilizes reasonable network management practices consistent with industry standards to provide its customers with unrestricted access to all of the lawful content, services and applications available on the Internet. Service Provider uses these network management practices in an attempt to avoid negative impacts to its customers such as spam, viruses, malware, phishing attacks, security related attacks, network congestion, and other events that could impact service. Service Provider measures its network performance and monitors its network for bottlenecks and latency. The goal of Network management is to use best efforts to provide optimal service to each customer at all times, including when or where there is network congestion, consistent with their plans and service technology.
Service Description and Performance Characteristics. As noted above, Service Provider allows its customers to choose from several rate plans with different capacity levels including both fiber, fixed wireless and mobile broadband service plans. Information on these plans is available on our website at www.cspire.com. The typical speed range of Internet service experienced by most customers depends on the technology serving the location, the plan selected, and other factors outlined above. Expected speeds can be found on our website by plan and by a Chat session or call to us. While we employ best efforts, the actual speeds experienced can vary greatly based on the technology, time of day, and conditions in or affecting our network. Customers can verify speed using a variety of third-party websites, such as https://www.fcc.gov/general/broadband-speed, to measure the provisional speeds of Service Provider's broadband service. Such third-party websites are not affiliated with Service Provider, and Service Provider makes no any guarantees as to the accuracy of test results obtained through those third-parties.
Non-Discriminatory Network Management Practices.
Service Provider does not use network management practices that will block or limit any specific network traffic, application, or Internet capable device unless the network traffic, application or Internet capable device is deemed unlawful, harmful, or unsafe to the Service Provider's network. Service Provider uses various industry standard tools and applications, along with best practices, to identify any such events inside of its network acting in an unlawful or unsafe manner. Service Provider may prevent this unlawful or unsafe activity if it believes that it might have a harmful impact to the Service Provider or any of its customers. For its hosted VoIP service, Service Provider favors VoIP traffic during times of congestion; however, this only affects users of hosted VoIP. Service Provider reserves the right to develop and implement policies to prevent excessive data usage and harms to other users, including, but not limited to, assessing usage-based charges or terminating service to customers exceeding a certain usage threshold, or slowing the service of a small number of the heaviest data users during times of network congestion.
Device Attachment. Customers may generally attach any lawful device of their choice that is compatible with our network, subject to any limitations of their data plan. Customers are advised to check our website or contact the Service Provider by Chat or phone prior to purchasing any third-party equipment to ensure compatibility. The Service Provider is not responsible for the compatibility, suitability or functionality of any equipment that is provided by the customer or any third party. If any such equipment harms our network or degrades the service of other users, the customer may be required to disconnect the device and, in some cases, we may suspend or terminate service to customers that in our sole judgment are causing or contributing to harm to us or customers.
Questions or Complaints. We find that most customer concerns or disputes can be resolved through our customer service representatives. However, any customer disputes that cannot be resolved without third-party intervention will be resolved by binding arbitration in accordance with the terms of our service agreement. If you have any questions regarding Service Provider's services, this Internet and Network Management Policies and Disclosure statement, or would like to file an informal complaint with Service Provider, please contact Service Provider at:
1018 Highland Colony Parkway, Suite 400
Ridgeland, MS 39157
Copyright C Spire 2018. All rights reserved.