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BRIGHTSPEED’S PRIVACY NOTICE

 

Effective Date: January 19, 2023


At Brightspeed, we want you to know how we collect, use, and share personal
information. This notice applies when you visit brightspeed.com and other
websites that link to this privacy notice (“Sites”), when you subscribe to or
access any of our voice, Internet, customer support and protection plans or
other services (“Services”) for both personal and business use. It applies only
to Brightspeed Sites and Services. If you access services from another company
through Brightspeed, the other company’s privacy notice will apply to the
information that they collect and use.

Want to know more?


WHAT INFORMATION DOES BRIGHTSPEED COLLECT?

Information We Collect Directly from You

We collect your name, contact information, financial, payment, or billing
information, and other information that you choose to provide to us when you
visit our Sites, join our email list, contact us, create an account, apply for
or subscribe to our Services, or interact with us for other purposes.  We may
also ask for other information such as log-in information for your account, date
of birth, Social Security number, or driver’s license number to authenticate
your identity or if a credit check is needed. We may collect information from
the subscription process even if you do not end up subscribing.

Information We Automatically Collect when you use our Sites or Services  

When you visit our Sites, we automatically collect technical information such as
the type of browser you are using, your IP (Internet Protocol) address, your
activities on the Sites, the type of device you are using, the time and date of
your visit, your zip code, and other information we collect through cookies and
similar technology. We may collect this information on our own or by using
suppliers like analytics service providers. To learn more about the ways we use
this information and the choices available to help you protect your privacy,
please look at the “Digital Advertising & Analytics” section of this privacy
policy.

When we provide our Services, we may automatically collect information about how
the Services are used. For example, if you use our voice services, we may log
dates, times, and the telephone numbers of calls made from your account. When
you use our Internet services, we may collect technical information about
Internet usage, such as the IP address and the access volume, activities, and
times. We may also gather technical details from the device you use to connect
to the Internet, such as the number and types of devices connected to your home
network and whether your devices are connected via Wi-Fi or other technology.

Information We Collect About You from Other Sources

 When you use our Services, we may collect information about you from consumer
reporting agencies if we need to check your credit history before we can open
your account. We may also get contact information from marketing companies and
may combine the information we get from other sources with information we
collect ourselves.


HOW DO WE USE YOUR INFORMATION?

We use the information we collect to operate our business and to improve your
experiences. Below are some examples of such uses:

 * To respond to your questions when you contact us;
 * To set up your account and provide our Services to you;
 * To decide whether we can extend credit to you if this is needed for the
   Services;
 * To bill and collect for our Services;
 * To operate, personalize, and improve the Sites and Services;
 * For troubleshooting purposes to identify and fix a service issue;
 * To provide customer support;
 * To send updates and offers to you; and
 * To comply with the law; and
 * To keep our Sites and Services secure.


DOES BRIGHTSPEED SHARE MY INFORMATION?

Certain information we collect through our Services is subject to legal
restrictions on sharing. Please see the  "Customer Proprietary Network
Information (CPNI)” section for more information. When the law allows, we may
share the information we collect:

 * With third-party service providers who process information on our behalf,
   such as companies that help us market and operate our Sites and Services;
 * With consumer reporting agencies in some cases, such as when an account is in
   collections;
 * With our parent company and with other affiliates or joint venture partners;
 * With other carriers and service providers, when required by law, when you
   have provided permission, to help them provide and bill for services, or when
   we suspect fraud, harassment, threats, or similar activity;
 * To prepare for or carry out a corporate sale, merger, or acquisition, or
   other transfer of all or part of our assets;
 * Because of a subpoena, court order, governmental inquiry, or other legal
   process or as otherwise permitted or required by law;
 * To protect our rights or the rights of others, or for safety or security
   reasons; and
 * With your consent or direction, or under other privacy notices we give you.

When you use our voice services, we may also disclose information about you,
such as your name and phone number, to third parties through call-identifying
features, like Caller ID. Additionally, for voice services, we may be required
by law to share your name, address, and phone number with third parties like
directory assistance providers and emergency service providers. You can block or
limit some of this sharing. Please review your options below in the “Your
privacy choices” section. 

We may share information from the Sites and Services from which identifying
information has been removed so that it does not identify you personally to
provide metrics reports to our business customers and service suppliers or with
advertising and other companies to deliver or assess the effectiveness of
advertising and marketing campaigns. Such data is sometimes called de-identified
and/or aggregated because personal identifiers have been removed from
de-identified data and aggregated data has been combined with other data in
summary form so it cannot be used to personally identify you.


DIGITAL ADVERTISING & ANALYTICS

Brightspeed does not sell data we collect through our Services. However, when
you visit our Sites, we may allow some advertising providers to collect
technical data on our Sites for targeted advertising. Targeted advertising is a
way to provide more personalized online ads based on data about your use of
different websites, apps, and devices over time. You can choose to opt out of
this targeted advertising by using our privacy center on our website. Opting out
will not affect your use of our Sites.

You can also visit the Digital Advertising Alliance (“DAA”) Webchoices tool at
www.aboutads.info to learn more or to opt out of this type of advertising on
websites by companies in the DAA program. If you delete your cookies or use a
different browser or mobile device, you should renew your opt-out choices made
through the DAA Webchoices tool. Opting out will not stop advertising in your
browser or applications, but it might make the ads you see less relevant to your
interests.

We may also work with third parties that collect data about your use of the
Sites and other sites or apps over time for non-advertising purposes. For
example, Brightspeed uses Google Analytics and other third-party services to
improve the Sites and for our analytics and marketing. For more information
about how Google Analytics collects and uses data when you use our Sites,
visit www.google.com/policies/privacy/partners, and to opt out of Google
Analytics, visit tools.google.com/dlpage/gaoptout. Your browser may also offer
tools to limit the use of cookies or to delete cookies. The tradeoff is that if
you use these tools, then the websites you visit, including our Sites, may not
work as intended.


THIRD-PARTY LINKS & TOOLS

The Sites may have links to third-party websites or apps. We do not control
those websites or apps, and they are not covered by this privacy policy. You
should review the privacy policies of other websites or apps that you use to
learn about their practices.

The Sites may also have integrated social media tools or “plug-ins” offered by
third parties. If you interact with these tools on the Sites, those other
companies may collect information about you. These companies are not covered by
this privacy policy. They may use and share such information under your account
settings, including by sharing information with the general public.


YOUR PRIVACY CHOICES

When you have an account with us, you can review, change, or update certain
account information by logging into your account or by contacting us at
833-MYBRSPD. 

When you visit our Sites, you can select and manage your cookie preferences on
our Privacy Preference Center.

You can choose not to receive email marketing from us by using the link provided
at the bottom of each marketing message, or by sending an email to
privacy@brightspeed.com. If you opt out of email marketing, we will still send
you messages related to our transactions and relationship with you, like account
updates.

When we provide traditional voice services (non-VOIP), you also have the
following choices.

 * You can choose to have a non-published telephone number. A non-published
   number will not be printed in telephone directories and Directory Assistance
   operators will not provide the number to callers requesting it. To make this
   choice, please contact us through our chat services or at 833-MYBRSPD
 * You can choose to have a non-listed telephone number. A non-listed number
   will not be printed in telephone directories but will be provided through
   Directory Assistance. To make this choice, please contact us through our chat
   services or at 833-MYBRSPD
 * If you choose to be listed in a directory, you may limit the information that
   will be included by contacting us through our chat services or at 833-MYBRSPD
 * Please note that we are required to give customer information, regardless of
   non-published or non-listed status, to directory publishers for directory
   deliveries and to directory assistance providers
 * Also, non-published or non-listed status does not impact our legal
   responsibilities to provide information to law enforcement pursuant to a
   lawful request

Please see the  “Customer Proprietary Network Information (CPNI)” section for
additional choices that may be available. For choices related to targeted
advertising on our Sites, please see the “Digital Advertising & Analytics”
section.


WHAT ACCESS DO CUSTOMERS HAVE TO INFORMATION ABOUT THEMSELVES?

If you are a resident of Virginia, or an employee in California, under the law,
you have certain rights related to access to your information. You may request
access to information about yourself using this Data Subject Request form.

Residents of Virginia also have the right to appeal our response to a data
request by completing the Data Subject Request Form.


CUSTOMER PROPRIETARY NETWORK INFORMATION (CPNI) FOR VOICE SERVICES POLICY

This section gives you more information about how we collect, use, and share
Customer Proprietary Network Information (CPNI) related to our voice services.
Under federal law, you have a right, and we have a duty, to protect the
confidentiality of CPNI. We have implemented policies and procedures to help
ensure our compliance with the CPNI rules adopted by the Federal Communications
Commission (FCC), and we perform ongoing reviews of our compliance. We also
certify our compliance with applicable CPNI rules to the FCC annually. The
bottom line is that we do not intentionally use, access, or disclose your CPNI
to affiliates or third parties without your permission, except as allowed under
the FCC’s rules or other applicable law. 

CPNI is information that relates to the quantity, technical configuration, type,
destination, location, and use of the voice services we provide to you as our
customer and includes information about what voice services you subscribe to,
how you use them, and the bills you get. CPNI does not include our published
directories that may include your name, address, or telephone number, and this
section does not apply to our directories.

How does Brightspeed use and share CPNI?

We use CPNI primarily to provide services to you, including to:

• Bill and collect for our services and process payments;
• Set up your account and provide our services;
• Market our services that are similar to services you already use and
• Fix a service issue, provide customer support, and troubleshoot.

To provide our services, we may share CPNI with our affiliates and with
third-party service providers. In addition, we share CPNI with other third
parties, such as law enforcement, to comply with the law, protect our rights,
and protect both our customers and users of other carriers’ services.

We will share your CPNI with you upon request after verifying your identity.
Brightspeed may use, share, and allow access to CPNI in other ways, with your
approval, as explained in other parts of this Notice.

What are Your Rights Regarding your CPNI?

Under the law, you have certain rights related to your CPNI. In some cases, we
must ask for your approval before we can use, share, or allow access to your
CPNI. This is called an “opt in” approval. When we ask for this approval, we
will tell you how we want to use, share, or allow access to your CPNI, and who
we will provide your CPNI to, if you approve.

You also have the right to “opt out” of our use of CPNI to market types of
communications service(s) to you that you are not already using, and our sharing
of CPNI with our agents and affiliates to do this marketing. For example, if you
use our local voice services, we might use your CPNI to market our long-distance
voice services to you, unless you choose to opt out.

How to opt-out of use of your CPNI?

You can opt out by sending an email to privacy@brightspeed.com. Please include
this in the subject line of the email: CPNI Data Opt-Out Request.

Your choices will apply until you change them, and you can change your mind at
any time by emailing us at this same email address.

Opting out of our use and sharing of CPNI for marketing purposes will not affect
how you can use our services that you subscribe to, but if you do not opt out
then we can offer you more services to meet your communications needs. If you do
opt out, we may still market to you, but the marketing will not be based on your
CPNI.

What are the Rules about accessing my CPNI?


Calls to Brightspeed's Customer Service:

When a call is made to the Brightspeed Customer Service line, a caller must be
authenticated prior to receiving any CPNI information. The customer must be able
to authenticate by: (1) providing the pre-established CPNI password; (2) calling
the customer back at the number of record on the account; or (3) sending the
information via postal service to the address of record on the account. The call
center representative will not be able to discuss any details of CPNI over the
phone unless the caller provides call details or has the pre-established
password.

In Person Access to Account Information:

Customers seeking in person access to their account need to have a valid
Government-issued photo ID, and the name on that identification matches the name
of the account holder.

Online Access to Account Information:

Customers seeking online access to their account must have their account
username, password or security access code established before they are granted
access.

What About Business Accounts and CPNI?

Where Brightspeed and a business have a contractual relationship, and the
business has access to a dedicated account representative, the authentication
processes used by the parties may be different and notifications may not be
sent. Customers seeking online access to their account must have their account
username, password or security access code established before they are granted
access. Otherwise, our practices with respect to CPNI access and required
notifications remain the same.

Business accounts may also have designated Authorized Users. The primary account
holder may designate other Authorized Users to access and manage the account.


HOW DOES BRIGHTSPEED SECURE CUSTOMER INFORMATION?

We take the security of our customer information seriously. We do several things
to protect it:

 * We have administrative, physical and technical controls to safeguard it.
 * We train our employees in the importance of protecting it.
 * We require businesses that act on our behalf and have access to our
   information to keep information about you confidential and secure.

Like most companies, while we have security measures and policies in place to
protect against the unauthorized access, misuse and disclosure of information
under our control, we cannot guarantee that your information will never be
disclosed in a manner inconsistent with our policies and practices or that our
safeguards will prohibit all attempts to defeat these measures. If you think
information about you or others has been disclosed without proper authorization,
please contact our Privacy Office at privacy@brightspeed.com or by mail to:
Chief Privacy Officer, Brightspeed, P.O. Box 1330, 717 McGilvary Street,
Fayetteville, NC 28301.


CHILDREN’S PRIVACY

Brightspeed services are intended for a general audience and are not directed to
children less than 13 years of age. Brightspeed does not collect personal
information as defined by the U.S. Children’s Online Privacy Protection Act
(“COPPA”) in a manner that is not permitted by COPPA.


ADDITIONAL INFORMATION FOR CALIFORNIA RESIDENTS WHO WORK FOR OR APPLY TO WORK
FOR BRIGHTSPEED

At Brightspeed, we want you to know how we collect, use, and share personal
information. This Privacy Notice applies to California residents who work for or
apply to work for Brightspeed. We collect, retain and process information about
you when you apply to work, during the work relationship, and after the work
relationship ends.  We collect this information directly from you, from internal
sources such as a manager, supervisor, or colleagues, or from external sources
such as a former or current employer, references, a government agency, or
service provider. Some of the information we collect is Personal Information
that identifies, relates to, describes, can be associated with, is linked to, or
could be linked to an identified or identifiable individual or household, either
directly or indirectly.  

We use this information for our business purposes as we describe in more detail
in the table below.  Brightspeed does not sell applicant or worker Personal
Information or share it for purposes of cross-context behavioral advertising. To
run our business, we may share Personal Information with our affiliated
companies, third-party service providers, and government agencies. These service
providers are under contract to protect your information, to use it only to
perform their contractual obligations, and to access only the Personal
Information needed to provide the services. The table below lists the categories
of Personal Information collected by us in the last 12 months, the purpose of
its collection and use, and if it is shared, the category of party it is shared
with and the purpose of sharing.   

If you are not a resident of California who works for or has applied to work for
Brightspeed, please see our general Privacy Notice
at https://www.brightspeed.com/privacy-notice/.

Click Here for the Categories of Personal Information Collected in the Last 12
Months

Your Privacy Rights and Choices


California law gives its residents certain rights when it comes to their
personal information. California residents that apply to work for or work for
our company can exercise these rights by submitting a Data Subject Request using
the form at the link, by emailing the Privacy Office at privacy@brightspeed.com
or by mail to: Chief Privacy Officer, Brightspeed Legal Department, P.O. Box
1330, 717 McGilvary Street, Fayetteville, NC 28301.

We must verify your identity before we can fulfill your request and will request
identification documents or clarifying information from you to help us do so. If
we cannot verify your identity, we will not be able to process your Data Subject
Request. We will notify you to explain if that applies to your request and to
provide you with feedback on if and how your request will be fulfilled.

The rights are:

1. The right to know what personal information about you we have collected, from
what sources, whether it was sold or shared, and the right to access Personal
Information.

•  You may submit a Data Subject Request to request the categories of personal
information collected, the categories of sources from which it was collected,
the categories of third parties to whom it is disclosed, and the specific pieces
of personal information collected.

2. The right to correct a perceived error in your data.

• We will ask you to provide documentation supporting your request for
correction.

3. The right to delete information.

• The law permits us to retain certain data that is necessary to run our
business or comply with laws so we may not delete all your data. We will inform
you if this applies to your request.

4. The right to request that your information not be sold or shared.

• Brightspeed does not sell personal information. The law permits us to share
certain data and you may not be able to restrict our ability to share it. We
will inform you if this applies to your request.

5. The right to limit use and disclosure of Sensitive Personal Information.

• The law permits us to use and disclose certain data and you may not be able to
limit its use or disclosure. We will inform you if this applies to your request.

6. The right to not be retaliated against for exercising these rights.

• You will not be disadvantaged in any way for exercising your rights.

Authorized Agents

You may designate an authorized agent to submit data subject requests on your
behalf. Your agent will need a valid power of attorney or written permission
signed by you. If the agent relies on written permission, we will need to verify
the agent’s identity, as well as your identity. We may also contact you directly
to confirm the permission. Your authorized agent can submit your Data Subject
Request or other written request to Brightspeed’s Privacy Office at the contact
details listed below.

Data Retention of Your Personal Information

We keep Personal Information for different lengths of time depending on the
following criteria: how long federal and state laws require us to keep it; and
what is required to comply with our contracts; run our business; to preserve
data relevant to ongoing litigation, comply with government orders or
investigations.

Changes to the Privacy Notice

We will update this notice when necessary to reflect changes in the law,
regulations, our information practices, to reflect feedback we receive, and to
keep it accurate and complete. Please check this page for updates.

Contact Brightspeed

If you have questions about this privacy policy or about how your Personal
Information is processed, please contact us:

• By email to privacy@brightspeed.com 

• By mail to the Chief Privacy Officer, Brightspeed Legal Department, P.O. Box
1330, 717 McGilvary Street, Fayetteville, NC 28301.

•  By calling 833-MYBRSPD.


HOW TO CONTACT BRIGHTSPEED?

If you have questions, comments, or concerns about this privacy policy, please
contact us:

 * By email to privacy@brightspeed.com 
 * By mail to:

Chief Privacy Officer
Brightspeed
P.O. Box 1330
717 McGilvary Street
Fayetteville, NC 28301



CHANGES TO THIS PRIVACY POLICY

We will update this Privacy Policy when necessary to reflect changes in our
information practices, to reflect feedback we receive and as necessary to keep
it accurate and complete. When we post changes to this Privacy Notice, we will
revise the date at the beginning of this Privacy Policy. We encourage you to
visit this page from time to time to learn about any updates.

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