Help and Support / Internet
As your local broadband Internet provider, it is important to BendBroadband that we provide you with details about our network and the services you subscribe to. We are committed to providing Internet services that support innovation, investment, job creation, economic growth, competition and free expression. In some cases, high-speed bandwidth and network resources require management to facilitate delivery of these services. This information regarding our network management practices and the performance and commercial terms of our broadband Internet access services will help you make informed choices regarding the purchase and use of our services, in accordance with the Rules of the Federal Communications Commission. This document is intended to be informational and does not replace or alter the legal terms and conditions of our Service Agreement.
This information describes what is currently in place. We continue to evaluate our network practices to ensure the best Internet service possible. This information is subject to change and will be updated accordingly.
|Internet Service||Congestion Management||Monthly Bandwidth Usage||Peak Usage Times||Speeds @ Peak|
|Residential Cable Modem Internet||NO||YES||7:00 pm to 11:00 pm PST every day||10% of customers may experience degraded experience during peak time.|
|Business Cable Modem Internet||NO||YES||10:00 am to 1:30 pm PST weekdays||Speeds at peak time are typically equal to maximum advertised speeds.|
For residential and business cable modem Internet customers, BendBroadband has not deployed congestion or network management principles. There is no mechanism in place today to adjust a customer’s experience based on the type of activities they are performing on the Internet.
BendBroadband does not block any lawful content, applications or services and does not discriminate in transmitting lawful network traffic. BendBroadband does not block or manage any specific protocols or protocol ports, except in cases of malware, spam and viruses to protect customers. Port blocks or preventive action may be used temporarily following notice to a customer who has violated the terms of service. Voice traffic may be prioritized to improve quality. BendBroadband does not otherwise target specific types of traffic based on technology, application or provider, modify protocol fields in ways not prescribed by the protocol standard, or otherwise inhibit or favor certain applications or classes of applications.
Residential customers are prohibited from operating a web server, FTP server, file server or game server or running any other server applications or providing network or host services to others.
BendBroadband does not engage in any “deep packet inspection” or other inspection of content for non-diagnostic purposes, such as providing customers with specific advertising or recommendations based on use of the Internet.
Broadband Internet services are available in tiers that offer customers a variety of upload and download speeds. To view our Internet packages including speeds, pricing and bandwidth usage, select one of the below:
Please note that Internet tiers or packages are described as offering “up to” certain speeds. While BendBroadband architects its network to achieve the stated speeds for each of the service tiers offered, the company does not guarantee that customers will always experience those speeds. Speeds at peak times may be lower than the advertised speeds due to many factors, including a high volume of data intensive simultaneous downloads and streaming video.
The following variables may also affect actual speeds experienced by a customer:
- The performance of a customer’s computer, including its age, processing capability, its operating system, the number of applications running simultaneously, and the presence of any adware or viruses.
- The type of connection between a customer’s computer and modem. For example, WIFI connections may be slower than direct connections into a router or modem. WIFI connections also may be subject to greater fluctuations, interference and congestion. We do not recommend using WIFI as the primary modem connection with higher speed tiers as many WIFI devices do not support the speeds delivered by these tiers.
- The distance packets travel (round trip time of packets) between a customer's computer and its final destination on the Internet, including the number and quality of the networks of various operators in the transmission path. The Internet is a "network of networks." A customer's connection may traverse the networks of multiple providers before reaching its destination, and the limitations of those networks will most likely affect the overall speed of that Internet connection.
- If a large number of visitors are accessing a site or particular destination at the same time, a customer’s connection to that site will be affected if the site or destination does not have sufficient capacity to serve all visitors efficiently. Congestion also occurs when customers served by the same facilities simultaneously request high volumes of data, such as during peak usage hours in the evening.
- Gating of speeds or access by the website or destination. In order to control traffic or performance, many websites limit the speeds at which a visitor can download from their site.
- The model and condition of the customer’s cable modem. Modem performance may degrade over time, and certain modems are not capable of handling higher speeds.
Customers can conduct a speed test at our website.
BendBroadband staff consistently monitors the network. Proactive capacity expansion is initiated when certain parameters are met on a given segment of the network and typically accomplished within 90 days. Questions concerning performance or speeds should be addressed to technical support by calling 541-382-5551.
Network Security Practices
BendBroadband takes security seriously and employs a number of network security practices to ensure the security, integrity, and availability of our network. We proactively monitor our network to guard against a wide range of security threats, including viruses, denial-of-service attacks, spoofing, and other harmful activity. Due to the dynamic nature of the Internet, new threats are constantly emerging and as a result, our security practices are constantly evolving to mitigate the risk of those threats to our network and customers. If we detect a threat, we will work to isolate that threat and prevent it from spreading throughout the network. However, in general, none of our on-going security practices will prevent or limit a typical customer’s use of their broadband services as long as their activities are not a threat to the network or other customers.
Online activity that violates our Subscriber Agreement or threatens the integrity, availability or security of our networks or customers may result in suspension or termination of service. In addition, we reserve the right to take any necessary actions to ensure the integrity, availability and security of our networks and customers against Internet threats, including fraud and abuse. If you feel your account or service is being threatened, please contact us.
If you are using a Wi-Fi router provided by BendBroadband or another party, we strongly encourage you to ensure that it is securely configured to ensure proper encryption and that authentication is being utilized. To secure your wireless router provided by BendBroadband, please see these instructions . For wireless routers supplied by another party, please refer to the manufacturer’s instructions.
Each of our Internet service tiers includes specified quantities of data that may be uploaded/downloaded in one monthly billing cycle. There are several tools to help customers track their usage, including Internet browser alerts, op-in email notices and a Web portal. BendBroadband charges a flat rate of $10 per 50 GB in excess. If you exceed your usage allowance by 1 GB to 50 GB, you will pay a flat $10 charge. If you exceed your allowance by 51 to 100 GB, the fee will rise to a flat $20. You can check your usage and sign up for usage notification emails at any time under the My Account tab on our website.
Customer usage data is retained for 12 months. The data is aggregated to monitor network trends. We do not provide usage information to private third parties.
For optimal performance at the customer location, DOCSIS 3.0 Cable Modem/E-MTA models are required to operate on the BendBroadband network. For the best results, we recommend using a modem provided by BendBroadband. The following devices are both recommended and available from BendBroadband:
- Up to 100Mbps service: Arris TM822, Arris CM820, Arris TG862, Arris DG860
- 300Mbps service: Arris DG2470, Arris TG2472
Customers may rent these devices from BendBroadband or purchase them from select retail locations. Customers with 300M service are required to rent the modem provided by BendBroadband. We may provide approval of other DOCSIS 3.0 Cable Modems not listed, provided they meet our minimum technical requirements.
Commercial Terms of Service and Internet Privacy Policies
Please review our terms and conditions of service for more detailed information.
If you have any additional questions or concerns, please contact us at 541-382-5551.