Open Internet Transparency Disclosure Statement
Updated and Effective April 5, 2022
Amplex Electric, Inc. ( “Amplex Internet,” “we,” “us,” or “our” ) provides the following disclosure regarding our network management practices, the performance, and commercial terms of our broadband Internet access service. This disclosure is provided to all 1) Customers to make informed choices regarding their use of our services and for content, application, service; and 2) device providers to develop, market and maintain Internet offerings.
Providing quality broadband service requires that we take steps to provide reasonable management of our network(s) (“Amplex Internet Network(s)”). Subject to reasonable network management, we do not block lawful content, applications, services or non-harmful devices, nor do we unreasonably discriminate in transmitting lawful network traffic over a consumer’s broadband Internet access subject to our reasonable network management. The purposes for such management are to monitor and to reduce congestion, and to prevent abuse of the Amplex Internet Network(s).
OUR SERVICE AND PERFORMANCE
We use a variety of technologies to deliver broadband Internet access service to business and residential Customers depending on locations and available services. Services are provided using dedicated and GPON Fiber as well as Fixed Position Wireless.
A user’s expected and actual access speed and latency will vary based on network conditions, congestion, other users on the network, the number of devices attached to the service and other factors. Maximum speeds will be limited by these factors as well as by the purchased service plan. Customers have access to tools (speed.amplex.net) to view current usage and speed at any time. We use this speed test data, along with other metrics, to help us analyze and optimize our network. In most cases, absent a network outage or other unusual circumstances, actual speeds will exceed 90% of the rate identified in the speed tier corresponding to a Customer’s service plan. We make our best efforts to provide our Customers with this service level. With the exception of our Home Basic plan, our broadband services are suitable for many real-time applications.
Other than reasonable network management practices disclosed below, we do not block or otherwise prevent a Customer from. accessing lawful content.
On our broadband Fiber and Wireless networks, Amplex Internet may block some TCP and/or UDP ports that are commonly abused, or that pose a risk to Amplex Internet's network security. Customers may opt out of these filters based on technical needs by contacting firstname.lastname@example.org.
On the wireless broadband network, these ports may be filtered: UDP SRC 68, UDP DST 137-139, 161-162, 445, 1900 and 3702, and TCP DST 137-139, 161-162, 445, 2869, and 5357-5358.
On the fiber broadband network, these ports may be filtered: TCP and UDP 21, 22, 23, 53, 80, 5431, and 30005.
Further, some gateway routers, including those sold or supported by Amplex Internet, may have their own default filtering behavior, which may or may not be configurable.
To protect the network and mitigate against damage, Amplex Internet reserves the right to drop traffic (blackhole) IP addresses that are receiving denial of service (DOS) attacks. Amplex Internet uses an automated system that is designed to only block attacks when it is necessary to do so to prevent damage to other Customers or the network as a whole. However, in order to block the attack traffic, Amplex Internet must effectively take the targeted Customer offline. Amplex Internet will stop blocking the targeted IP address within 30 minutes of the cessation of the attack.
Please note that most consumer routers and some of our Customer CPE run in NAT mode. NAT effectively blocks inbound ports and protocols unless the Customer initiates an outbound connection. Amplex Internet can assist Customers with CPE in NAT mode to enable a DMZ port to forward ports and protocols on request.
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.
We do not rate limit any specific protocol, port, or application. Amplex Internet enforces rate limits at the service plan speed the Customer has purchased. When exceeding the service plan rate limit Customers can expect increased latency and packet loss. This increased latency and packet loss is the inherent rate limiting mechanism designed into the internet protocols. The rate limit is not specific to any application, port or protocol.
Affiliated Prioritization: We do 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 any of our affiliates, defined as an entity that controls, is controlled by, or is under common control with Amplex Internet.
Amplex Internet provides additional bandwidth above the plan rate limit and prioritization for VoIP traffic for Customers subscribing to our VoIP service. Prioritization of VoIP bandwidth is available for other VoIP providers upon request assuming the provider can follow RFC standard methods for designating priority traffic.
Paid Prioritization: We do not directly or indirectly favor some traffic over other traffic, including through use of techniques such as traffic shaping, prioritization, or resource reservation, in exchange for consideration, monetary or otherwise. Additionally, Amplex Internet has no paid prioritization partners.
Multiple users share upstream and downstream bandwidth on our networks. We do not use automated practices that change traffic or shape traffic based on congestion other than the RFC standard queue management practices, see RFC 5783 and 7567 for further information. We actively monitor capacity and upgrade network capacity as needed. In many cases, the end user’s experience is unaffected by network congestion, although in some instances Customers may experience longer times to download/upload files, slower response during web surfing, lags in playing games online and other effects.
If we determine, in our sole and reasonable discretion, that the manner in which a Customer is using the Service negatively impacts other Customers or the Amplex Internet Network(s), we reserve the right to apply additional congestion management techniques.
Application-Specific Behavior: Amplex Internet does not have any application specific behavior. 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 Amplex Internet Network(s) to potential legal liability, harm the Amplex Internet Network(s) or otherwise interfere with or impair the experience of other Customers on the Amplex Internet Network(s). The Amplex Internet Network(s) may not support high-bandwidth applications if the service plan selected by the customer has specified speeds below those required by the application.
Device Attachment Rules: Customers may attach any RFC standard devices to the network. Devices attached to the network must be used for lawful purposes and must not cause harmful interference, harmful traffic, attempt to compromise Amplex Internet or others’ network security, violate our Service Agreement, or harm other users of the Network. Amplex Internet reserves the right to suspend any Customer’s service at any time to address security or network issues.
However, if we determine, in our sole and reasonable discretion, that the connection of a particular type of device to the Amplex Internet Network(s) negatively impacts other users or the Amplex Internet Network(s), or may expose us to potential legal liability, we reserve the right to limit or restrict Customers’ ability to connect such type of device to the Amplex Internet Network(s). If you need technical support services to assist you in the installation and configuration of third party devices, please contact us. Depending on your level of Service, there may be an additional monthly fee for IT support services.
Security: We have taken reasonable physical, technical and administrative safeguards to protect the integrity and operations of the Amplex Internet Network(s). We monitor the Amplex Internet Network(s) for security threats and may prohibit certain activity on the Amplex Internet Network(s) that we may deem, in our sole and reasonable discretion, poses a potential risk to the Amplex Internet Network(s) or to other Customers. 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 Amplex Internet Network(s) or use by other Customers, 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 Amplex Internet Network(s) or to other Customers, or may expose us to potential legal liability.
Service Description: Amplex Internet provides a broadband Internet Access Service. Data rates vary based on the Customers selected service plan. Not all service plans and service types are available in all locations. Service may or may not be available at any specific location. Amplex Internet, in our sole discretion, determines if service is available at a specific location.
Commercial Terms: Information about our pricing terms is available on our website at http://www.amplex.net. We also have custom pricing for specific situations. Not all service plans are available in all areas, and we reserve the right to develop custom solutions for our Customers. The initial term of our contracts is one year, with a $200 early termination fee. This fee may be waived in certain circumstances, such as participation in the FCC’s ACP program, and otherwise at Amplex Internet’s discretion.
Service Description and Pricing: Links to a current description of the categories of Internet access service offered to residential and business Customers are available below, including pricing, expected and actual access speed and latency.
See “Residential” service menu at the top of this webpage. Speeds are based on the selected plan speeds. Latency for all service plans is below 100ms to Amplex Internet’s gateway routers when Customer’s service demand is below the selected plan speed.
See “Business” service menu at the top of this webpage. Speeds are based on the selected plan. Latency for all service plans is below 100ms to Amplex Internet’s gateway routers when the Customer’s demand is below the selected plan speed.
Impact of Non-Broadband Internet Access Service Data Services (also known as “Specialized Services”): We do not offer data-related Specialized Services to Customers 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 Amplex Internet’s broadband and VoIP services at the same time.
Various Fees: We will assess the following fees for our Service, where applicable. Please see our Service Agreements and website for pricing details.
i. Installation Fee: $50 for fixed wireless services, $75 for fiber services.
ii. Late Fee: $5.00 per invoice
iii. Early Termination Fee: $200
iv. Reconnection Fee for Terminated Service Due to Non-Payment: Same as install fee, auto-pay required along with payment for first month of service.
v. ACH Overdrawn Check Fee: $25.00 per returned item
vi. US Postal/Paper Bill Fee: $2.00 per bill
vii. Unsolicited Commercial Email Resolution Fees: $50.00 per message
viii. Non-standard Installs: Installations requiring over 300’ of cabling will be billed at $0.50/ft for cable over 300’. Amplex Internet, in our sole discretion, determines if service is available at a specific location. Additional fees may apply for service installations that require significant construction costs.
Fees for Additional Services: A current description of the fees for additional network-related services can be found by following the links at the top of the pages under “Residential” and “Business” services.
Network Speeds: Amplex Internet offers a standard range of download speeds to residential Customers varying from 1 Mbps to 1000 Mbps. The standard range of download speeds for business Customers is from 1.5 Mbps to 10,000 Mbps. The Amplex Internet Network(s) is designed to support these speeds to help ensure that every Customer receives the speeds to which they have subscribed. Amplex Internet, however, cannot guarantee speeds at all times, as there are many factors and conditions beyond Amplex Internet ’s control that can affect Internet performance. Some of these external factors and conditions are:
i. Performance of Customer computer and/or router
ii. Type of connection to Customer’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 Amplex Internet Network(s)
The Amplex Internet Services are advertised as “up to” certain speeds reflecting performance under ideal conditions. Without purchasing a DIA (Direct Internet Access) service, no Internet Service Provider can guarantee package speeds at all times.
Acceptable Use: As set forth in the Terms of Service and Use Policy(“Policy”), all of Amplex Internet’s service offerings are subject to this Policy’s acceptable use terms, which we may from time to time establish or revise. The Policy is available here: https://www.amplex.net/user-policy
Redress Options: Amplex Internet endeavors to respond to all Customer concerns and complaints in a timely and fair manner. If you have questions or complaints about our service, visit our support site. We have several ways for you to contact us, and this site reviews our standard procedures for addressing questions and complaints. We have dedicated staff who open trouble tickets for specific matters, and we make every effort to respond on the same or the next business day. We also require the use of arbitration to resolve disputes; this limits the remedies available to Customers in the event of a dispute.
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: https://www.fcc.gov/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 Customers to submit any complaints via its website at the following address: https://consumercomplaints.fcc.gov/hc/en-us.