Fair & Reasonable Use Policy for Voice

InfoWest voice plans include unlimited calling. This page says, in plain language, what that means. It applies to residential Home Phone and Business Voice service, and both voice pages link here wherever "unlimited" appears.

What unlimited calling includes

Unlimited calling covers live conversation between people: your household or your team talking with customers, family, vendors, and everyone else, as much as you like, with no per-minute charges. Included calling areas are listed on each plan's page.

What it isn't built for

Unlimited plans are engineered and priced for normal residential and business calling patterns. They are not the right product for:

• Call-center operations, inbound or outbound, or sustained high-volume campaigns.
• Autodialing, robocalling, telemarketing blasts, or fax broadcasting.
• Continuous or nearly continuous connections, such as monitoring feeds or radio links left off-hook.
• Trunking or forwarding your InfoWest number into another provider's PBX to carry multiple simultaneous calls.
• Reselling calling to third parties.

If your operation looks like any of these, we still want your business. Call (435) 272-4442 (business customers) or (435) 674-0165 (residential) and we'll quote a plan built for that volume.

How we apply this policy

We look at usage patterns, not conversations. Signs that a plan is being used outside its purpose include call volumes far above typical residential or business levels sustained month over month, an unusually large number of distinct destinations, and calling patterns without the rhythm of live conversation. When we see them, we contact you first; most of the time the answer is simply moving you to a plan that fits. We may convert accounts clearly used this way to a quoted or metered plan, and suspend service used for unlawful calling.

Important 911 information for Internet-based phone service

InfoWest voice service places 911 calls over your Internet connection, which works differently from a traditional landline:

• Power and Internet outages. If your location loses power or Internet service, your phone cannot place calls, including 911, unless you have battery backup for your equipment.
• Your registered address matters. 911 dispatchers receive the service address we have on file. If you move your phone or adapter to another location without updating us, 911 may send help to the wrong address. Update your address with us before using the service somewhere new.
• Mobile app calls. Calls placed through a companion mobile app may not provide your exact location to 911. When possible, use a cell phone or landline for emergencies while away from your service address.

Keep a charged cell phone handy for emergencies. Questions about battery backup options for your phone equipment? Call us and we'll walk you through them.

Changes to this policy

We may update this policy as calling patterns and regulations evolve. The current version always lives at this address.