legal

Last updated October-2024

REV is committed to ensuring the open and non-discriminatory use of the Internet by its customers and uses reasonable network management practices to ensure its customers receive the best possible service. REV provides this Policy in order to disclose its network management practices in accordance with the FCC’s Open Internet Rules. Information about REV’s other policies and practices concerning broadband are available at this website.

REV manages its network for a number of reasons, including optimization, as well as congestion- and security-protocol-management. REV’s customers generally will not be impacted by the protocols and practices that REV uses to manage its network.

The network is served by REV through the following broadband companies: Advanced Tel, LLC, SJI, LLC, Vision Communications, LLC, and Reserve Long Distance, LLC

REV uses various tools and industry standard techniques to manage its network and deliver fast, secure and reliable Internet service. Such management tools and practices include the following:

Managing Congestion

REV periodically monitors the connections on its network in the aggregate to determine the rate of utilization. If congestion emerges on the network, REV will engage in the re-routing of Internet traffic to relieve congestion. In order to reduce instances of congestion, REV adds capacity to its network when utilization has reached a level of at least 80%. On our core and access networks, REV may increase capacity by adding or splitting HFC nodes, or adding FTTH nodes, transport, Internet aggregation routers and bandwidth, as needed and depending on the geographic region served. The Capital Region network uses FTTH nodes, while the Bayou Region and River Region networks use a mixture of either FTTH or HFC nodes.

On REV’s network, all customers have access to all legal services, applications and content online and, in the event of congestion, most Internet activities will be unaffected. Some customers, however, may experience longer download or upload times, or slower surf speeds on the web if instances of congestion do occur on REV’s network.

Customers using conduct that abuses or threatens the REV network or which violates the company’s general policies, terms, and conditions, any internet use policies posted on-line, or any internet use policies reasonably communicated to customers will be asked to stop any such use immediately. A failure to respond or to cease any such conduct could result in service suspension or termination.

REV’s network and congestion management practices are ‘application-agnostic’, based on current network conditions, and are not implemented on the basis of customers’ online activities, protocols or applications. REV’s network management practices do not relate to any particular customer’s aggregate monthly data usage.

Network Security

REV knows the importance of securing its network and customers from network threats and annoyances. The company promotes the security of its network and patrons by providing resources to its customers for identifying and reporting such threats as spam, viruses, firewall issues, and phishing schemes.

As its normal practice, REV does not block any protocols, content or traffic for purposes of network management except that the company may block or limit such traffic as spam, viruses, malware, or denial of service attacks to protect network integrity and the security of our customers. REV utilizes a number of techniques to prevent spam and to minimize possible damage to our network or users’ computers caused by viruses, malware, or other malicious codes. The Capital Region has a port filtering policy aimed at reducing the spread of computer-related viruses and protecting your computer from intruder access. The Bayou Region and River Region limit the number of login, SMTP, DNS, and DHCP transactions per second (at levels far above ‘normal’ rates) that customers can send to REV’s servers in order to protect them against Denial of Service (DoS) attacks.

Except as may be provided elsewhere herein, REV does not currently engage in any application-specific behaviors nor does it employ any device attachment rules for its network.

Monitoring Schedule

REV checks its usage logs on a weekly basis to determine utilization on its network. When utilization reaches 80%, REV adds capacity or reroutes traffic to relieve congestion. REV also checks for abnormal traffic flows, network security breaches, malware, loss, and damage to the network. If a breach is detected or high-volume users are brought to light by complaint, REV provides notification to the customer via email or phone. If a violation of REV’s policies has occurred and such violation is not remedied, REV will seek to suspend or terminate that customer’s service.

Network Management Technology

REV employs a variety of industry-standard tools, applications and devices to monitor, secure and maintain its network, including the following:

• network graphing solutions;
• latency measurement software;
• bandwidth and performance measurement platforms; and
• Device Attachment Rules (in Capital Region and River Region); and
• Rapid Problem Identification (RPI) technologies monitoring endpoint to endpoint interactions (in Capital Region)

In the Bayou Region and River Region, customers must use a DOCSIS capable cable modem to connect to REV’s hybrid-fiber coaxial network. For best results, modems, wireless modems, or other proprietary network gateways used on the REV’s broadband network in the Bayou Region should be provided by REV.

However, REV allows its cable broadband customers to purchase a device from the approved list below from a third party.

The current list of approved modems for all markets are as follows:

• Arris SB8200
• Arris S33
• Netgear CM1000
• Netgear CM2000

This list may be modified or changed by REV. Note that deliver of our video services requires use of middleware.

Whether the cable modem is owned by you or by us, we have the unrestricted right, but not the obligation, to upgrade or change the firmware in the cable modem at any time that we, in our sole discretion, determine is necessary or desirable. We may perform these upgrades or changes remotely or on the Premises as we determine in our sole discretion.

Customers may attach devices of their choosing to their REV or purchased third party modems, including wired or wireless routers, laptops, desktop computers, video game systems, televisions, or other network-enabled electronics equipment. However, customers are responsible for ensuring that their equipment does not harm REV’ network or impair the service of other customers. REV is not responsible for the functionality or compatibility of any equipment provided by its customers. Customers are responsible for securing their own equipment to prevent unauthorized access to REV’s broadband network by third parties and will be held responsible for the actions of such third parties who gain unauthorized access through unsecured customer equipment.

Service Descriptions

For a list of Internet services offered by REV, both residential and commercial, including the speeds available and current pricing, click here for Residential and click here for Business. Our Broadband Facts spreadsheet can be downloaded here. REV has engineered its network to allow customers to receive the speed to which they subscribe. However, REV cannot guarantee that customers will receive that speed every time they access the Internet and for the duration of the time they are on the Internet. Many factors can influence a user’s Internet speed, including traffic congestion, distance the Internet packets need to travel, the modem used to connect to the Internet and whether the Internet connection is via a router or a wireless device. REV does its best to make modems available to customers that maximize Internet speed and to manage congestion on its network, in accordance with the terms described herein. Beyond those practices, however, REV has no control over the many factors that can impact Internet speed.

There are numerous websites available for testing your Internet speed. If you would like our assistance in locating such websites, please contact Customer Service at the phone number or web address provided at the end of this Policy. However, please know that these “speed tests” are only able to test limited aspects of any Internet connection and can therefore only be used as a guide, not an absolute test of performance.

Network Performance

REV makes every effort to support advertised speeds and will dispatch repair technicians to customer sites to perform speed tests as needed to troubleshoot and resolve speed and application performance caused by REV’s network. REV measures availability, latency, and aggregate utilization on the network and strives to meet internal service level targets. However, customer’s service performance may also be affected by one or more of the following: (1) the particular websites being accessed; (2) capacity in the public Internet beyond REV’s network; (3) customer’s computer and equipment (including wireless router); and (4) inside wiring at customer’s premise.

Specialized Services

REV provides Voice-over-the-Internet-Protocol (VoIP) and Internet-Protocol-Television (IPTV) services to end users in the Capital Region. These services, also known as Specialized Services, are separated from the company’s best effort Internet services on the network. REV uses separate layer 2 Q-in-Q VLAN tags in the access network. Layer 2 P-bits and Layer 3 DSCP markings are used to prioritize Specialized Services traffic over best effort broadband Internet traffic for the purpose of congestion management.

Privacy

We respect your privacy and, as a result, do not collect any personal information other than what is necessary to provide you with service or respond to any questions or concerns you may have expressed to us about our service. To view our complete Privacy Policy, click here.

Blocking/End User Control

REV does not block lawful content, applications, services, or non-harmful devices unless necessary for network management and in accordance with the policies set forth herein.

Changes to the Network Management Policy

The Internet is highly dynamic, causing it to be constantly changing and evolving. Accordingly, in order to ensure our customers receive the best possible Internet service, REV must adapt its network management tools to keep up with the changes. We will update our Network Management Policy as needed to keep up with changes to the Internet and will post any changes to our policy at this location.

Commercial Terms

In addition to this Network Management Policy, patrons may also find links to the following on REV‘s website:

• Frequently Asked Questions (“FAQs”)
• Acceptable Use Policy
• Internet Service Agreement
• Residential Broadband Service Offerings and Rates
• Business Broadband Service Offerings and Rates
• Privacy Policy

For questions, complaints or requests for additional information, please contact REV at [email protected]

If you have any questions about our Network Management Policy that are not answered herein, please contact Customer Service at 1-866-881-4REV.