Open Internet & Network Management

Federal rules (the FCC's transparency rule, 47 CFR § 8.1) require Internet providers to publish their network management practices, performance characteristics, and commercial terms so customers can make informed choices. This page is that disclosure for all InfoWest broadband Internet access services, residential and business. It supplements our Terms of Service and Acceptable Use Policy.

Network management practices

Blocking, throttling, and paid prioritization

InfoWest does not block lawful content, applications, services, or non-harmful devices. We never slow a website, app, or service because of who provides it, and we do not accept payment from websites, apps, or other third parties to prioritize their traffic. We may restrict traffic that violates our Acceptable Use Policy or that poses an active security threat to the network or other customers.

Congestion management

Most customer connections pass through a quality-of-experience system, a tool many Internet providers use to keep their networks responsive when they are busy. It manages each connection's queue so that time-sensitive traffic, such as gaming, voice, and video calls, does not wait behind large downloads, and it helps connections recover quickly from delays and wireless interference. It sorts traffic into categories by type and treats every application and provider within a category the same. This system provides the gaming and video-call features described on our plan pages.

We also add capacity: we monitor use across the network and upgrade links and equipment as demand grows. If one connection's sustained use degrades service for others or looks like redistribution, we will contact you, as the Acceptable Use Policy describes, and usually move you to a service built for that use.

Application-specific practices

We block or rate-limit specific protocols or ports only in these cases:

• We block port 25 (SMTP) to and from customer connections unless you request SMTP access and agree to follow anti-spam laws and practices.
• We block ports or services when you ask us to, or when the law or an active threat requires it.
• Customers may opt in to paid filtering of spam, viruses, and objectionable content.

Device attachment rules

Your handoff from InfoWest is a standard Ethernet connection, and you may attach your own router or computer. Attached devices must not send Layer 2 management protocols (STP, RSTP, or similar) or Layer 3 routing protocols (OSPF, RIP, BGP) toward InfoWest equipment, except under a written routing arrangement with us, which is available on dedicated circuits.

Security

InfoWest uses industry-standard practices to protect the network and customer privacy. Our network equipment records each connection's data volume, speeds, and traffic categories so we can run the network and help you. It does not record the content of your communications. Network operations staff can see these statistics, support staff see a basic summary, and we keep them as long as we need them to run the network and meet our record-keeping obligations. While diagnosing a specific network problem, our engineers may capture traffic, and we share those captures with an equipment vendor only to resolve that problem. See our Privacy Policy for the full picture.

Performance characteristics

Service descriptions

• Fiber: fixed service over fiber-optic facilities, with plans up to 8 Gbps where available.
• FiberWave: fixed wireless service delivered over our 60 GHz mesh network, with fiber-class speeds in served neighborhoods.
• Fixed wireless: service over licensed and unlicensed radio frequencies where fiber and FiberWave don't yet reach.

Plan speeds are provisioned rate limits, not guarantees. The speed you get depends on the technology serving your address, so we confirm expected speeds at install. Typical latency figures per service type: [to be published from NetOps measurements]. All services support common real-time applications (calls, video meetings, gaming) provided the application's needs fit within the plan's rates.

Specialized services

InfoWest offers VoIP phone service. Our network management treats InfoWest VoIP and competing VoIP services identically; we do not favor our own voice traffic.

Commercial terms

Current pricing for every plan is published on our plan pages. Standard plans have no data caps: no usage allowance, no overage billing. Standard plans are for your own use; we serve redistribution and resale through Dedicated Internet Access circuits under separate terms, as described in the Acceptable Use Policy. Taxes and government fees vary by location and appear on your bill. The Privacy Policy describes our privacy practices.

Questions, complaints, and redress

If you believe we're not living up to this disclosure, call us at (435) 674-0165 or use our support center. Every call, voicemail, and email opens a tracked support case, and you'll receive updates until it's resolved. You may also file an informal complaint with the FCC at consumercomplaints.fcc.gov.