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Continuum Practices Internet Freedom - we always have, and we always will.

Broadband Internet Access Service Disclosures

Consistent with FCC regulations, MI-Connection Communications, DBA Continuum, and its subsidiary(s), referred to as “Continuum”, provides this information about our broadband Internet access service. We welcome questions or comments about this information, including any questions about any portions that you do not understand. You may contact us at 704-660-3840 or contact us here https://ourcontinuum.com/contact/.

Network Practices

General description

We provide a variety of Internet offerings to our residential and business customers over our broadband network and through other communications facilities connecting to the Internet. 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. We use various tools and techniques to manage our network, deliver our service, and ensure compliance with our Acceptable Use Policy and our Terms and Conditions of Service. We also contract with one or more third-party companies for certain network monitoring and management services. Our network management activities may include identifying spam and preventing its delivery to customer email accounts, detecting malicious traffic and preventing the distribution of viruses or other harmful code or content and using other tools and techniques in order to meet our goal of delivering the best possible Internet experience to our customers. 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 broadband Internet access service is also governed by:

  • Continuum Acceptable Use Policy, available at https://ourcontinuum.com/privacy
  • Continuum Terms and Conditions of Service, available at https://ourcontinuum.com/terms
  • Continuum Privacy Notice, available at https://ourcontinuum.com/privacy

These documents contain important information regarding Continuum broadband Internet access service and its use and may be subject to updates and revisions. Subscribers are encouraged to review them on a regular basis.

Blocking

Continuum does not engage in any practice, other than reasonable network management disclosed herein, as stated within our acceptable usage policy, that blocks or otherwise prevents end user access to lawful content, applications, service, or non-harmful devices.

Throttling

Continuum does not engage in any practice, other than reasonable network management disclosed herein, that degrades or impairs access to lawful Internet traffic on the basis of content, application, service, user, or use of a non-harmful device.

Affiliated or Paid Prioritization

Continuum does not engage in any practice that directly or indirectly favors some Internet traffic over other traffic to benefit an affiliate or in exchange for consideration, monetary or otherwise.

Congestion management

This section describes our 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 available bandwidth, port additions or additional connectivity to the Internet. Should new technologies or unforeseen developments in the future make it necessary to implement an active congestion management program, we will update these disclosures and otherwise notify our customers of the scope and specifics of this program.

Potential heavy bandwidth users. Continuum generates reports showing end user usage for management of potential heavy bandwidth usage and the effects on our network.

Types of traffic affected. Our congestion management practices do not target any specific content, applications, services, or devices, or otherwise inhibit or favor certain applications or classes of applications.

Purpose of congestion management practices. Our broadband Internet network is a shared network. This means that our customers share upstream and downstream bandwidth. 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 broadband Internet network 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 identify potential heavy bandwidth users.

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 Internet service increases, and as demand for higher bandwidth applications increases, we monitor effects on network performance and plan upgrades as we deem necessary.

Potential heavy bandwidth users

We, in our sole reasonable discretion, determine the criteria for data usage that is not characteristic of a typical residential user of Continuum’s Internet broadband access service. To date, Continuum does not use usage-based billing for residential purposes and will modify these disclosures if it later decides to implement such usage-based billing. Subject to Continuum’s sole reasonable discretion, residential customer bandwidth usage is considered non-compliant if the usage is for commercial (profit or non-profit) purposes or is of a usage similar to that used for commercial purposes.

Effects on end user experience

Because our broadband 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. Although we work to engineer and implement solutions to eliminate congestion that affects the end user experience, new technologies or unforeseen developments may require implementation of an active congestion management program. Should it become necessary in the future to implement such programs, Continuum will notify its customers of the program and the criteria under which this congestion management will be implemented.

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 may block known hostile ports. In such cases, we may block that specific port until the attack ceases, at which time we remove the block.

Modification of protocol fields

N/A

Applications or classes of applications inhibited or favored

N/A

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 to our network, so long as the device is: (i) compatible with our network; and (ii) does not harm our network or other users. Our broadband Internet service works with most PCs and laptops including Macs, and other Internet compatible devices like game systems and Internet-enabled TVs. If a password-protected wireless router is connected to our broadband Internet service, wireless Internet compatible devices properly connected to the router 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 Continuum Cable Modem broadband Internet service requires connection of a cable modem to our network. You can obtain a cable modem from us, or use a compliant model you provide.

Optical Network Terminal

Our Continuum fiber broadband Internet service requires connection of an optical network terminal to our network. You must obtain an optical network terminal from us.

Wireless Internet Customer Premise Equipment (WI-FI)

Our Continuum wireless Internet service requires connection from specific wireless customer premise receivers to our network. You can obtain wireless premise equipment from us, or use a compliant model you provide.

Network and End User Security

This section provides a general description of the practices we use to maintain security of our network. We use a number of tools and techniques to protect our network and end users from malicious and unwanted Internet traffic such as preventing the distribution of viruses or other harmful code and preventing the delivery of spam to customer email accounts.

Practices used to ensure end user security, including triggering conditions

Virus and Spam filtering

N/A

Hostile port blocking

We may block known hostile ports to prevent unwanted files, browser hacking and virus attacks.

Performance Characteristics

General Service Description

Our broadband Internet service enables a customer to connect an Internet-enabled device through a wired connection. Our Continuum Cable Modem broadband Internet access service includes wiring and a cable modem. Our Continuum Fiber broadband Internet access service includes wiring and an optical network terminal. Our broadband Internet access service enables residential and commercial subscribers to access all lawful content, applications, and services of their choice available on the Internet.

No Internet service provider can guarantee a specific speed at all times – the actual speed a customer will experience while using the Internet depends on a variety of conditions. These can include the customer’s computer, the customer’s home network configuration, or the performance of the website visited.

Service technology

We deliver our Continuum Cable Modem broadband Internet service over our coaxial / hybrid fiber-coaxial network using the Data Over Cable Service Interface Specification (DOCSIS). Customers subscribing to our cable service 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.

We deliver our Continuum Fiber to the Premise broadband Internet service over our Fiber network using Active Ethernet or Gigabit-Capable Passive Optical Network. Customers subscribing to our Fiber service access our network using optical network terminals. To connect from our network to the Internet, we use fiber access equipment that acts as a gateway to the Internet for our customers.

Expected and actual speeds and latency.

Expected performance. We offer customers a variety of broadband Internet service levels. We provide a description of the expected maximum transfer speeds associated with each service level for both residential and business services on our website.

Speed

The speeds we identify for each broadband Internet 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 a term that refers to the time it takes for information to travel between your computer and your Internet destination. High latency occurs when the time it should normally take for the information to make the trip becomes abnormally long. Latency is typically measured in milliseconds, and generally has no significant impact on typical everyday Internet usage. Most applications, such as email and websites, work well despite average latency. Highly interactive applications, such as multi-player games, do not work well with higher latency. 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

The actual speed and latency experienced by individual users may vary depending upon network conditions and other factors. Actual performance of our Cable Modem service in most cases will conform to national wireline broadband Internet speed and latency levels reported by the FCC. The FCC has reported cable ISP subscribers receive mean download speeds that are 109.33% of advertised speeds, and mean upload speeds that are 115.30% of advertised speeds. The FCC has reported fiber subscribers receive mean download speeds that are 107.73% of advertised speeds, and mean upload speeds that are 149.53% of advertised speeds.

Suitability of the Service for Real-time Applications

Our broadband Internet access 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 at 704-660-3840

Non-Broadband Internet Access (BIAS) Data Services

Non-BIAS Data services offered to end users. We offer several managed or “non-BIAS data” services over our network, sharing network capacity with other high speed Internet services. Managed non-BIAS data services include Voice over Internet Protocol (VoIP), Internet Protocol video, and dedicated bandwidth to high volume business users

Effects of non-BIAS data services on availability and performance of broadband Internet access service. Our provision of non-BIAS data services has no effect on the availability and performance of our broadband Internet access service.

Commercial Terms

Prices

Monthly prices for our residential and business broadband Internet access services are available on our website at https://ourcontinuum.com/shop/#internet and https://ourcontinuum.com/business/business-internet/ and under Standard Rates on our website (https://ourcontinuum.com/).

Fees for early termination

An early termination fee may be charged if a customer disconnects while under a contracted agreement with Continuum.

Privacy Policies

We collect and store information from many sources as it relates to providing and maintaining service to our customers. Individually identifiable customer information, including usage data obtained in our role as your broadband Internet access service provider is only used to provide the service, improve your use of the service, manage our network, or as otherwise required or authorized by law.

We do not disclose individually identifiable broadband Internet access service customer or use information to third parties except: (i) as necessary to provide our broadband Internet service and to manage our network; or (ii) in response to law enforcement requests, subpoenas, court orders, or as otherwise required or authorized by law.

For more information on our additional broadband Internet access subscriber privacy policies, please visit our Continuum Privacy Notice, available at https://ourcontinuum.com/privacy.

Inspection of network traffic

We routinely monitor network and traffic patterns.

Virus and Spam filtering

N/A

Storage of network traffic information

Dynamic Host Configuration Protocol (DHCP) information is a code included in all network traffic that associates that traffic with a particular device sending or receiving the traffic. We store DHCP information for at least three years. The data generated on each customer’s usage is divided into broad categories for analysis to help us monitor and predict trends in usage for our customers as a whole.

Provision of aggregate or anonymized network traffic information to third parties

We may disclose aggregate or anonymized network traffic information to third parties for purposes of providing and managing our broadband Internet service or if required by law.

Use of network traffic information for non-network management purposes

We do not use network traffic information for non-network management purposes. However, data regarding a customer’s excessive data usage may be utilized for discussions to move that customer to a higher broadband plan.

Redress options

We welcome questions about our broadband Internet access service. This section discloses redress options for end users and edge providers.

End user complaints and questions

End users with complaints or questions relating to the Continuum Broadband Service or these disclosures should contact 704-660-3840 or https://ourcontinuum.com/contact/

Questions

We will endeavor to answer questions promptly via email or voice.

Complaints

For written complaints, a customer service representative will contact the end user via phone call. We will attempt to resolve complaints informally, escalating the matter to senior management if needed.

Edge provider complaints and questions

Edge providers with complaints or questions relating to our broadband Internet access service or these disclosures should contact 704-660-3840 or https://ourcontinuum.com/contact/ .

Questions

We will endeavor to answer questions promptly via email or voice.

Complaints

For written complaints, a customer service representative will contact the edge provider via phone call. We will attempt to resolve complaints informally, escalating the matter to senior management if needed.