Current as of July 11, 2024

Network Management Policy – IQ Fiber

1. NETWORK MANAGEMENT PRINCIPLES

IQ Fiber is a fiber-to-the premises (FTTP) company that provides fiber-based Internet and related broadband services to residential subscribers. Our goal is to provide the highest quality broadband services possible. Accordingly, we have enacted and utilize reasonable network management practices to improve the overall performance of our network for the benefit of all end users. Our network practices are nondiscriminatory and consistent with FCC regulations and applicable law. Over time, we may change and modify our network management practices to adapt to changes and trends in technology. We will update this policy as necessary to incorporate any additional changes.

2. DESCRIPTION OF SERVICES

A. Services/Technology

IQ Fiber’s broadband Internet enables its residential subscribers to access all lawful content, applications, and services of their choice available on the Internet via an Internet-enabled device through a fiber connection. We deliver our all fiber services directly to the premises. IQ Fiber uses XGS-PON technology to transmit its fiber services to customers.

The Services are offered through different plans. Each plan has limits on the maximum throughput rate at which customers should expect to be able to send and receive data at any time. You must report any anomalous traffic to IQ Fiber at support@iqfiber.com within 5 calendar days. If such traffic is reported promptly and resulted from circumstances outside your control, such as a computer virus, spam attack, or a denial of service attack, IQ Fiber may, at its discretion, confirm the source of the problem and deduct the bandwidth from your usage statistic. You agree that IQ Fiber may use technical means, including, but not limited to, suspending or reducing the speed of your Services, to ensure quality of service to other customers. You agree that IQ Fiber has the right to monitor your usage patterns to facilitate the provision of the Services and to ensure your compliance with this Agreement and any additional terms of use found at www.iqfiber.com. IQ Fiber may take such steps as it determines appropriate in the event that your usage of the Services does not comply with this Agreement, or any additional terms of use found at Terms of Use | IQ Fiber

B. Performance

You understand and agree that the actual throughput rate you may experience at any time will vary based on numerous factors, including, but not limited to, the location of facilities in your neighborhood and on your street, the mobile device used, network capacity, terrain, weather, if you are on a private or public wi-fi network, the signal strength available, the condition of wiring at your location, WiFi interference or limitations, device performance limitations, computer configurations, Internet and Fiber Network congestion and management, the time of day at which the Services is used, and the website servers you access. You agree that any unavailability or impairment of the Services is not a basis for a demand for a refund or credit or any claim against IQ Fiber. You agree to cooperate with IQ Fiber in connection with any remote or on-site service level verification or troubleshooting. Please see IQ Fiber’s Terms of Use at Terms of Use | IQ Fiber for further information.

Subject to the qualifications identified above and in the remainder of this document, the below table illustrates IQ Fiber’s plans, and corresponding download speeds, upload speeds, and latency. 

Plan	Download Speeds	Upload Speeds	Latency
5 Gig	5,000 Mbps	5,000 Mbps	10 milliseconds
1 Gig	1,000 Mbps	1,000 Mbps	10 milliseconds
500 Mbps	500 Mbps	500 Mbps	10 milliseconds
250 Mbps	250 Mbps	250 Mbps	10 milliseconds

3. NETWORK MANAGEMENT PRACTICES

A. Congestion Management

Network congestion occurs when there is an excessive amount of traffic (data packets) making simultaneous use of limited broadband networks. All Internet Service Providers (“ISPs”), including IQ Fiber, rely upon some shared facilities to deliver services to the end user. ISPs cannot guarantee that the full bandwidth of each user’s connection will always be available on demand. Even business customers who take advantage of expensive dedicated links are constrained by shared resources once their traffic reaches the Internet, which is beyond the control of any single service provider. Congestion can be caused either by long-term trends, such as increased demand for Internet services, or by short-term and unexpected demand surges. Significant new developments, popular content releases, and even computer virus outbreaks can drive short-term spikes in utilization that can significantly affect bandwidth consumption. IQ Fiber analyzes traffic patterns and upgrades services and facilities to keep up with this demand, to provide the highest possible speeds to the largest number of consumers at a reasonable price and on a non-discriminatory basis. 

B. Relevant Practices

(i) Blocking: IQ Fiber does not block or otherwise prevent end user access to lawful content, applications, services, or non-harmful devices. 

(ii)Throttling: IQ Fiber does not degrade or impair access to lawful Internet traffic on the basis of content, application, service, user, or use of a non-harmful device. 

(iii) Prioritization: IQ Fiber does not directly or indirectly favor some traffic over other traffic, including through use of techniques such as traffic shaping, prioritization, or resource reservation, to benefit an affiliate, or in exchange for consideration, monetary or otherwise.

C. Device Attachment/Restrictions

IQ Fiber does not prohibit the use of lawful, non-harmful, third-party supplied modems, routers, or gateways on the IQ Fiber network if the device is compatible with the network and does not harm the network or users. If a customer connects his or her own device, IQ Fiber cannot guarantee the service will work and may not be able to provide support in the event of a problem. 

D. Security Measures

IQ Fiber customers use its services and connect to the Internet at their own risk. IQ Fiber may scan and take appropriate steps to mitigate malicious traffic at its discretion. 

E. App-Specific Procedures

IQ Fiber provides its customers with full access to any lawful Internet content, services or applications, while also employing standard industry tools and generally accepted practices.

4. COMMERCIAL TERMS

A. Pricing

IQ Fiber’s pricing and plans are available at https://www.iqfiber.com/pricing/. IQ Fiber plans offer benefits including symmetrical speeds, whole-home WiFi, and the IQ Fiber Smart WiFi App.

Internet speed represents maximum network service capability speed and is based on wired connection to optical network terminal. Actual speeds may vary. Multi-GIG WiFi is the simultaneous use of tri-band 2.4 GHz, 5 GHZ, and 6 GHz radios to connect devices to the Internet. Plan price includes monthly wired subscription service at selected speed, a WiFi 6e-capable gateway where available, and mesh units as determined by IQ Fiber installation technician. Exceptional properties may require additional mesh units to be purchased at market cost. 

B. Redress

Questions or concerns regarding IQ Fiber’s broadband internet service should be directed to IQ Fiber via phone at 904-289-1000 or via email at Support@iqfiber.com. IQ Fiber strongly desires to resolve any questions, complaints, and other issues of its customers and service providers in an informal and direct manner that satisfies all interested parties to the extent possible.

C. Speed Tiers 

IQ Fiber has developed speed tiers for its fiber broadband internet access services so that our customers can choose from a variety of speed tiers or rate plans that best reflect their own usage levels, and the way they intend to use their service. Please refer to the specific speed tiers offered by IQ Fiber in Section 2(B) of this policy.

5. LAW ENFORCEMENT

Nothing in these network management practices supersedes or limits the ability of IQ Fiber to address the needs of emergency communications or law enforcement, public safety or national security authorities, consistent with or as permitted by applicable law.

6. CONSUMER BEST PRACTICES

IQ Fiber provides customers using its fiber broadband internet access services with its IQ Fiber Smart WiFi App to help them configure, manage, and secure their local or in-home networks. This app provides customers the ability to adjust Wi-Fi settings, control which devices are connected, employ advanced security settings, and apply parental controls. The app is available for all our customers at no charge.