Open Internet Transparency Statement
Updated as of April 10, 2019
AMG Technology Investment Group, LLC d/b/a NextLink Internet (“NEXTLINK INTERNET,” “we,” “our,” or “us”) is committed to an excellent user experience. Therefore, we support the following free and open internet principles:
- NO Blocking of Internet content, subject to reasonable network management as described below
- NO Throttling of Internet content, subject to reasonable network management as described below
- NO Unreasonable Discrimination
- NO Paid Prioritization of Internet content
- Freedom of Subscribers to access lawful content
- Freedom of Subscribers to use non-harmful applications of their choice
- Freedom of Subscribers to attach non-harmful personal and third-party devices
Customized specialty Internet services (such as dedicated and licensed Internet and/or Voice over IP (“VoIP”) services) designed specifically for Commercial, Enterprise, K-12/Higher-Ed, Business Park, Apartment Complexes and other residential multiple dwelling units, industry-specific service Subscribers are not covered by this Open Internet Transparency Statement because such services are not mass market retail services. However, NEXTLINK INTERNET still abides by the general Net Neutrality principles mentioned above.
NEXTLINK INTERNET’s broadband access service is primarily a fixed wireless service supplemented by fiber technology (“Service”). Generally, given the nature of fixed wireless services, certain circumstances may affect the speed and quality of the Service, including but not limited to foliage, line-of-sight obstructions, the distance between a Subscriber’s premises and the transmission point, as well as the Subscriber’s connection of multiple devices to the NEXTLINK INTERNET Network. Although we have engineered the NEXTLINK INTERNET Network to provide consistent high-speed data services, some network management for these scenarios is required, because very heavy data usage by even a few Subscribers at times and places of competing network demands can affect the performance for all Subscribers.
I. NETWORK MANAGEMENT PRACTICES
A. Blocking: Other than reasonable network management practices disclosed below, we do not block or otherwise prevent a Customer from lawful content.
B. Throttling: Other than reasonable network management practices disclosed below, we do not throttle or otherwise degrade or impair access to lawful Internet traffic on the basis of content, application, service, user, or use of a non-harmful device.
C. Affiliated Prioritization: We do not directly or indirectly favor some traffic over other traffic, including through the use of techniques such as traffic shaping, prioritization, or resource reservation, to benefit any of our affiliates, defined as an entity that controls, is controlled by, or is under common control with NEXTLINK INTERNET.
D. Paid Prioritization: We do not directly or indirectly favor some traffic over other traffic, including through the use of techniques such as traffic shaping, prioritization, or resource reservation, in exchange for consideration, monetary or otherwise.
- i. We may monitor traffic for our own internal purposes, including, but not limited to, billing, internal metrics, and first-party marketing purposes as permitted by law. We do not monitor traffic information through deep-packet inspection. We do not share any traffic information with unaffiliated third parties for non-network management purposes without your consent.
- ii. If we determine, in our sole and reasonable discretion, that the manner in which a Customer is using the Service negatively impacts other Subscribers or the NEXTLINK Network, we reserve the right to apply additional congestion management techniques.
F. Application-Specific Behavior: Subject to the qualification that NEXTLINK may reasonably limit or rate-control specific or classes of applications, or other specific protocols or protocol ports as set forth below, NEXTLINK generally treats all lawful applications identically. However, we reserve the right to block or limit access to any applications, ports or protocols that we determine, in our sole and reasonable discretion, may expose the NEXTLINK Network to potential legal liability, harm the NEXTLINK Network or otherwise interfere with or impair the experience of other users on the NEXTLINK Network. The NEXTLINK Network may also not support certain high-bandwidth video and voice applications, or peer-to-peer applications that carry unlawful or harmful content/software.
G. Device Attachment Rules: Generally, you do not need the approval to connect your own or a third party Internet-abled device to the NEXTLINK INTERNET Network. NEXTLINK INTERNET does not limit the types of devices that can be connected to the NEXTLINK INTERNET Network, provided they are used for lawful purposes and do not harm the NEXTLINK INTERNET Network or other Services, violate our Service Agreements, or harm other users of the NEXTLINK INTERNET Network. However, if we determine, in our sole and reasonable discretion, that the connection of a particular type of device to the NEXTLINK INTERNET Network negatively impacts other users or the NEXTLINK INTERNET Network, or may expose us to potential legal liability, we reserve the right to limit or restrict Subscribers’ ability to connect such type of device to the NEXTLINK INTERNET Network. If you need technical support services to assist you in the installation and configuration of third-party devices, please contact that device manufacturer or visit Nextlink Internet Support Depending on your level of Service and your COS, there may be an additional fee for support services.
H. Security: We have taken reasonable physical, technical and administrative safeguards to protect the integrity and operations of the NEXTLINK INTERNET Network. We monitor the NEXTLINK INTERNET Network for security threats and may prohibit certain activity on the NEXTLINK INTERNET Network that we may deem, in our sole and reasonable discretion, poses a potential risk to the NEXTLINK INTERNET Network or to other Subscribers. Triggering conditions include but are not limited to denial of service activity, IP address or port scanning, excessive account login failures; or certain Internet addresses that are disruptive, malicious and typically persistent. If we notice excessive Customer connections, including but not limited to Wi-Fi connections, that are harmful or are commonly used to disrupt the normal use of the NEXTLINK INTERNET Network or use by other Subscribers, we will attempt to notify the Customer to work collaboratively to remedy the issue to the extent possible; however, we reserve the right as a reasonable security practice, without advance notice, to block any Customer traffic, ports, protocols, devices, or applications (such as peer-to-peer applications that may carry malicious software or are known to be problematic) that we determine, in our sole and reasonable discretion, may cause harm to the NEXTLINK INTERNET Network or to other Subscribers, or may expose us to potential legal liability.
II. PERFORMANCE CHARACTERISTICS AND COMMERCIAL TERMS
Specific Service fees and rates for an individual Customer is set forth in the Subscriber’s COS. Various information is also publicized on the NEXTLINK Website nextlinkinternet.com.
A. Service Description and Pricing: Links to a current description of the categories of Internet access service offered to residential and business Subscribers are available here, including pricing, expected and actual access speed and latency, and the suitability of the service for real-time applications:
Latency, as used here, is the time that a data packet takes to travel from one point to another on the Internet, expressed in terms of round-trip time. The expected and actual round-trip latency—expressed in milliseconds (“ms”)—of the NEXTLINK INTERNET Network is less than 90ms for all speed tiers.
We may update our speed and latency estimates at any time. If we do, our posted estimates control. NEXTLINK INTERNET may advertise speeds and latency up to maximum speeds expected to be achieved through the device over our network. Several factors—including capacity constraints, network availability, environmental conditions, and your computer or device—may impact the actual speed and latency that you experience at any given time.
- i. ActiveLink5, details available at Residential Internet Rate Plans
- ii. PowerLink10, details available at Residential Internet Rate Plans
- iii. UltraLink15, details available at Residential Internet Rate Plans
- iv. PremiumLink20, details available at Residential Internet Rate Plans
- v. ExtraLink25*, details available at Residential Internet Rate Plans
- vi. SuperLink35*, details available at Residential Internet Rate Plans
- vii. MegaLink50*, details available at Residential Internet Rate Plans
* Only available in certain areas. Please see the NEXTLINK Internet Website.
NEXTLINK Voice Line Bundled Services can be added to each of the above Residential plans for an additional monthly cost.
- i. Ultimate15, details available at Business Internet Rate Plans
- ii. Select20, details available at Business Internet Rate Plans
- iii. ExtraLink25*, details available at Business Internet Rate Plans
- iv. SuperLink35*, details available at Business Internet Rate Plans
- v MegaLink50*, details available at Business Internet Rate Plans
* Only available in certain areas. Please see the NEXTLINK INTERNET Website.
B. Impact of Non-Broadband Internet Access Service Data Services (also known as “Specialized Services”): We do not offer data-related Specialized Services to Subscribers that will affect the last-mile capacity available for, and the performance of, our broadband Internet access Service offering. However, there may be a temporary slowing of Internet speed when using any of NEXTLINK INTERNET’s broadband (multiple users) and VoIP services at the same time.
C. Various Fees: We will assess the following fees for our Services, where applicable. Please see our Service Agreements for pricing details.
- i. Installation Fee
- a. Residential 1-year agreement $100
- b. Residential month-to-month agreement $250
- c. Business 1-year agreement $150
- d. Business month-to-month agreement $250
- ii. Equipment Rental/Lease Fee: $2 – $20 depending on varying equipment use application. For more information visit www.nextlinkinternet.com
- iii. Equipment Purchase Fee – Varies depending on equipment use application.
- iv. Late Payment Fee: after 7 days past due date; lesser of $5.00 or the maximum amount permitted by applicable law.
- v. Early Termination Fee: $400.00 or the remainder of contracted monthly plan selected by Subscriber (the lesser of the two).
- vi. Reconnection Fee for Terminated Service Due to Non-Payment: Subscriber agrees to pay a reactivation fee of $35 In addition, Subscriber must bring Subscriber’s account up to date by making payment in full of any outstanding balance, fees, and charges along with first-month service subscription fee.
- vii. Equipment Re-Installation Fee: $70
- viii. Equipment Replacement Fee: Up to $150 (per piece of equipment)
- ix. ACH/Insufficient Funds Fee: $25
D. Fees for Additional Services: A current description of the fees for additional network-related services can be found at the links below:
- i. Whole Home WiFi $6.99 per month Residential Internet Rate Plans
- ii. Satellite 804Mesh Unit (to expand Wi-Fi Service): $3.99 each per month. Residential Internet Rate Plans
- iii. Service call: $70 (Non-Nextlink Internet caused issue)
- iv. Move Service Fee: $70
- v. Poring of a phone number – $5 per number
- vi. E911 Fee – $1.50 per month
E. Network Speeds: NEXTLINK Internet offers a standard range of download speeds to residential Subscribers varying from 5Mbps to 50 Mbps. The standard range of download speeds for business Subscribers is from 15 Mbps to 50 Mbps. The NEXTLINK INTERNET Network is designed to support these speeds to help ensure that every Customer receives the speeds to which they have subscribed for standard service. NEXTLINK INTERNET, however, cannot guarantee speeds at all times, as there are many factors and conditions beyond NEXTLINK’s control that can affect Internet performance. Some of these external factors and conditions are:
- i. Performance of Subscriber computer and/or router
- ii. Type of connection to the Subscriber’s own equipment (i.e., Wi-Fi)
- iii. Congestion of websites and services on Internet
- iv.Website or service limiting speeds on the Internet
- v.Internet and equipment performance outside of the NEXTLINK Network
The NEXTLINK Services are advertised as “up to” certain speeds reflecting performance under ideal conditions. Without purchasing an expensive “dedicated” Internet connection, no Internet Service Provider can guarantee package speeds at all times.
F. Acceptable Use: All of NEXTLINK Services are subject to the AUP section of the Master Service Agreement, which we may from time to time establish or revise. The AUP is available here: Nextlink Internet Terms of Service
H. Redress Options: NEXTLINK endeavors to respond to all Customer concerns and complaints in a timely and fair manner. We encourage Subscribers to contact us at 855-698-5465 or firstname.lastname@example.org, or U.S. postal mail to discuss any complaints or concerns as they arise. Our postal address is95 Parker Oaks Lane, Hudson Oaks, Texas 76087, Attention Quality Control Department.
I. Disputes and Arbitration: The Master Service Agreement requires the use of arbitration to resolve disputes and otherwise limits the remedies available to Subscribers in the event of a dispute.
III. FCC REQUIREMENTS AND COMPLAINT PROCESS
The Federal Communications Commission (“FCC”) has adopted rules to preserve the Internet as an open platform (“Rules”). Information regarding these Rules is available on the FCC’s website at: FCC Restoring Internet Freedom.
If a Customer believes that we are not in compliance with the FCC’s rules, the Customer may file an informal complaint with the FCC. The FCC urges Subscribers to submit any complaints via its website at the following address: FCC Consumer Complaints.
IV. ADDITIONAL DISCLAIMERS
This Open Internet Transparency Statement does not affect, alter or otherwise supersede the legal status of cooperative efforts by NEXTLINK INTERNET that are designed to curtail copyright or trademark infringement in response to information provided by rights holders in a manner that is timely, effective, and accommodates the legitimate interests of the company, rights holders, our Subscribers and other end users. Furthermore, this Open Internet Transparency Statement does not prohibit us from making reasonable efforts to address the transfer of unlawful content or unlawful transfers of content. For additional information, please review the Service Agreements.
Commercial Terms: Nextlink offers a number of attractive broadband Internet access service plans to its consumers. Terms and Conditions, including service plans, activation procedures, data usage and dispute resolution can be viewed here: Nextlink Internet Terms of Service. Detailed information on all of Nextlink’s broadband Internet access service plans can be found here: Nextlinkinternet.com.