Broadband Internet Service Disclosures
Consistent with FCC regulations,1 Litestream Holdings provides this information about our broadband Internet access services. We call these services our “High Speed Internet Service”, “High Speed Data” or “HSD Service”. We welcome questions or comments about this information. You may contact us at:
6204 Janes Lane
Naples, FL. 34109
For online inquires, click the “Contact Us” tab at www.litestream.net.
General description. We provide a variety of HSD Service offerings to our residential and business customers. We provide the service over our broadband network and through third party fiber optic lines connecting to the Internet. We also contract with one or more third parties for certain network monitoring and management services. 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 ensure a high-quality online experience for all users. Our network management practices do not target any specific content, application, service, or device. 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 HSD Service is also governed by:
- Acceptable Use Policy, available by clicking the “Policies and Procedures” link on our quick links.
- High Speed Data Customer Agreement, available here
- HSD Service Product Descriptions, available by clicking the “Internet” tab near the top of our Home Page www.litestream.net. Note: HSD Service offerings vary across our service areas. To see HSD Service offered in your area, make sure the Home Page shows your community at the top of the right hand column. If not, click “Change Location,” and select your state and community.
Congestion management. We describe in this section network management practices used to address congestion on our network.
Congestion management practices used.
Network monitoring. We monitor our network for utilization trends. We receive regular reports showing changes in network traffic and congestion. We use this information to plan increases in bandwidth available, port additions, or additional connectivity to the Internet.
Modem throttling. In the portions of our network prone to high congestion, we employ software that will temporarily reduce bandwidth available to modems that exceed service level use thresholds.
Consumption caps. To preserve adequate bandwidth availability for all users, we reserve the right to terminate service to customers that exceed our monthly data consumption limit of 500 GB per month. We provide multiple written notices to customers, providing ample time for them to adjust their data consumption.
Types of traffic affected: Our congestion management practices do not target any specific content, application, service, or device. Consequently, all network traffic is potentially affected as congestion can occur anywhere at any time on our network.
Purposes of congestion management practices. Our High Speed Internet network is a shared network. This means that our customers share upstream and downstream bandwidth. Although the available bandwidth is substantial, so is the demand. Thus, when a relatively small number of customers place disproportionate demands on network resources, the resulting congestion can degrade other users Internet experience. The goal of our congestion management practices is to enable better network availability and speeds for all users. Our congestion management practices serve to:
- Help us adapt and upgrade our network to maintain or improve network performance as demand for our HSD Service increases.
- Help us adapt and upgrade our network to maintain or improve network performance as demand for higher bandwidth applications increases. Some examples of higher bandwidth applications are gaming, streaming movies, and streaming high definition video.
- Help us moderate demands placed on the network by the highest bandwidth users during periods of peak network traffic.
- elp us identify bandwidth abusers and limit their impact on other users’ HSD Service.
Congestion management criteria.
Network monitoring: Our network monitoring provides data to help us plan upgrades to our network, equipment, technology, and connectivity to the Internet. As demand for our HSD Service increases, and as demand for higher bandwidth applications increases, we monitor effects on network performance and plan upgrades as we deem necessary. We have not established specific criteria to govern our upgrade decisions.
Modem throttling. In congested areas of our network, if a modem exceeds 80% of the maximum service level bandwidth for 30 consecutive minutes, our software sets the modem’s bandwidth available to 70% the service level bandwidth. We estimate that less than ½ of 1% of users experience modem throttling.
Consumption caps. As a condition of providing service, we reserve the right to terminate service to customers that exceed our monthly data consumption limit of 500 GB per month. We provide multiple written notices to customers, providing ample time to adjust their data consumption.
Effects on end user experience:
Because our High Speed Internet network is a shared network, periods of high network demand may result in Internet traffic congestion. End users may experience reduced bandwidth or speed during these times.
Our congestion management techniques do not manage congestion based on the online content, services, or applications a customer uses; it only focuses on the heaviest users in real time. Large bandwidth users affected by our congestion management techniques will potentially experience slower transmission speeds or reception rates for a limited time.
Typical frequency of congestion: Congestion tends to occur during periods of peak demand for higher bandwidth applications. Generally, the frequency of congestion tends to increase during 7 pm - 11 pm.
Application-Specific Practices. This section discloses any application-specific practices we use, if any.
Management of specific protocols or protocol ports. To protect the security of our network and our customers, we block known hostile ports.
Modification of protocol fields. None.
Applications or classes of applications inhibited or favored. None.
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 our network, so long as the device is: (i) compatible with our network; and (ii) does not harm our network or other users. Our HSD 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 HSD 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.
Cable Modems. Our HSD Service requires connection of a cable modem to our network. Only devices that have been fully certified by CableLabs as compliant with the DOCSIS 2.0 or DOCSIS 3.0 specifications may be used. Customer can obtain a cable modem from us or use a compatible modem purchased at retail.
Network and End User Security. This section provides a general description of the practices we use to maintain security of our network.
Practices used to ensure end user security, including triggering conditions.
Hostile port blocking: We block known hostile ports to prevent unwanted files, browser hacking and virus attacks.
Virus and Spam filtering: We filter email and website traffic for virus activity and Spam using industry standard virus scanning and prevention techniques. Should an e-mail message be found to contain a virus or other harmful content, the message will be deleted without notification given to either the sender or the intended recipient(s).
General Service Description. Through our HSD Service, we serve as a local Internet service provider. Our HSD Service enables residential and commercial subscribers to access all lawful content, applications, and services of their choice available on the Internet.
Service technology. We deliver our HSD Service over our hybrid fiber-coaxial network using the Data Over Cable Service Interface Specification (DOCSIS). Customers access our network using cable modems. To connect from our network to the Internet, we use equipment called a Cable Modem Termination System (CMTS) that acts as a gateway to the Internet for our customers’ cable modems. This is a shared network, which means that our customers share upstream and downstream bandwidth.
Expected and actual speeds and latency:
Expected performance. We offer customers a variety HSD Service levels. We provide a description of the expected maximum transfer speeds associated with each service level in our HSD Service Product Description, available by clicking the “Internet” tab near the top of our Home Page www.litestream.net. Note: HSD Service offerings vary across our service areas. To see the HSD Service offered in your area, make sure the Home Page shows your community at the top of the right hand column. If not, click “Change Location” and select your state and community.
Speed. The speeds we identify for each HSD 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. Latency is typically measured in milliseconds, and generally has no significant impact on typical everyday Internet usage. 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.
Actual speed and latency performance. Actual speed and latency may vary depending upon network conditions and other factors. Actual performance of our HSD Service, in most cases, will conform to national wireline broadband Internet speed and latency levels reported by the FCC.2 The FCC has reported that customers of coaxial cable-based broadband Internet services receive mean download speeds that are within 93% of advertised speeds during non-peak hours, and 85.7% of advertised speeds during peak hours.3 In addition, the FCC has reported that these same customers experience average latency4 delays of 28 milliseconds, increasing by an average of 30 milliseconds during peak hours.
Suitability of the service for real-time applications. Our HSD Service is 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 us through the contact information provided on page 1.
Specialized services offered to end users. We offer specialized services over our network, sharing network capacity with other High Speed Internet services. Managed services include voice over Internet Protocol (VoIP) and dedicated enterprise-class bandwidth.
Effects of specialized services on availability and performance of broadband Internet access service. Our specialized services have no effect on the availability and performance of our HSD Service.
Prices. Monthly prices for our HSD Service from our customer service representatives through the contact information on page 1.
Usage-based fees. None.
Consumption caps. To preserve adequate bandwidth availability for all users, as a condition of provided HSD Service, we reserve the right to terminate service to customers that exceed our monthly data consumption limit of 500 GB per month. We provide multiple written notices to customers, providing ample time for them to adjust their data consumption.
Fees for early termination. There are no early termination fees on residential HSD Service. Commercial accounts may be subject to early termination fees. Fees for additional network services. None.
Privacy Policies. We do not disclose our HSD Service customer data or usage information to third parties except: (i) as necessary to provide our HSD Service and to manage our network; (ii) in response to law enforcement requests, court order, or as otherwise required or authorized by law; and (iii) as necessary to protect our rights, property, and operations, and those of any affiliated providers.
Inspection of network traffic. We routinely monitor network and traffic patterns.
Virus and Spam filtering: We filter e-mail and website traffic for virus activity and Spam using industry standard virus scanning and prevention techniques. Should an e-mail message be found to contain a virus or other harmful content, the message will be deleted without notification given to either the sender or the intended recipient(s).
Storage of network traffic information: DHCP (Dynamic Host Configuration Protocol) information is a code included in all network traffic that associates that traffic with a particular cable modem sending or receiving the traffic. We store DHCP information for at least six months.
Provision of network traffic information to third parties: We do not disclose our HSD Service customer data or usage information to third parties except: (i) as necessary to provide our HSD Service and to manage our network; (ii) in response to law enforcement requests, court order, or as otherwise required or authorized by law; and (iii) as necessary to protect our rights, property, and operations, and those of any affiliated providers.
Use of network traffic information for non-network management purposes: None.
Practices for resolving end-user and edge provider complaints and questions:
End users or edge providers with complaints or questions relating to these disclosures should contact us through the contact information on page 1.
Questions: We will endeavor to answer questions promptly via email or voice.
Complaints: We will provide an initial response in writing within 15 business days of receipt. We will attempt to resolve complaints informally, escalating the matter to senior management if needed.
1 47 CFR 8.3 and In re: Preserving the Open Internet, Broadband Industry Practices, Report and Order, 22 FCC Rcd 17905 (2010).
2 See FCC’s Office of Engineering and Technology and Consumer Affairs Bureau, Measuring Broadband, A Report on Consumer Wireline Broadband Performance in the U.S., OET CGB DOC-308828A1, pp. 4-6 (Aug. 2, 2011) (available at: http://transition.fcc.gov/cgb/measuringbroadbandreport/Measuring_U.S._-_Main_Report_Full.pdf).
3 The FCC has defined peak hours measured during “busy hour” as weeknights between 7:00 pm and 11:00 pm local time.
4 The FCC has defined latency is the total length of time it takes a signal to travel from an origination point to the nearest server, plus the time for an acknowledgement of receipt to travel back to the origination point. The nearest server is the server providing the minimum round trip time.