Help and Support / Internet
Consistent with FCC regulations, BendBroadband provides this information about our network and broadband Internet access services. This document is intended to be informational and does not replace or alter the legal terms and conditions of our service agreements (including but not limited to the Commercial Service Agreement and the Subscriber Agreement).
This information describes what is currently in place. We continue to evaluate our network practices to help provide 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||YES||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||YES||YES||10:00 am to 1:30 pm PST weekdays||Speeds at peak time are typically not degraded.|
We use a variety of tools and techniques to manage our network. During times of congestion, we use these tools and techniques to optimize overall customer experience. Specifically, we deploy tools that evaluate traffic based on its tolerance for latency and prioritize traffic types that require low latency. Traffic is also prioritized based on protocols that can tolerate medium latency with disproportionate users of bandwidth having their medium latency traffic shaped to a lower priority. Disproportionate users are identified as those in each local service area who, during the time of congestion, are among the top 5% of bandwidth users. Examples of low, medium and high tolerance latency traffic types are as follows:
- Traffic with Low Latency Tolerance: Voice-over-IP, Gaming, Virtual Private Networking, Interactive Web Browsing.
- Traffic with Medium Latency Tolerance: Streaming video, streaming audio.
- Traffic with High Latency Tolerance: Peer-to-Peer and bulk downloading (e.g., software updates, email attachments, FTP transfers, newsgroups).
The traffic shaping routine described above is only used during times of congestion.
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 (see our network security practices below). With the exception of network congestion management (see above) and network security practices (see below), BendBroadband does not 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.
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.
You may run a test of your broadband connection at speedtest.bendbroadband.com. The test measures upload speed, download speed and latency.
Questions concerning performance or speeds should be addressed to technical support by calling 541-382-5551.
Network Security Practices
BendBroadband is dedicated to network security and employs a number of security practices to help guard against security threats and protect the security, integrity and availability of our network. Due to the dynamic nature of the Internet, new threats are constantly emerging and as a result, BendBroadband's 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 the threat and take steps to prevent it from spreading throughout the network. In order to protect our network from internal and external abuse, we block a limited set of ports and protocols commonly used for spam, propagation of viruses, malware, fraud, stealing a user’s information or other malicious behavior, including Denial of Service (DoS) attacks. We reserve the right to block additional ports in the future based on threat assessments. These measures are not designed to prevent or restrict a customer’s use of their broadband services, as long as their activities are not a threat to the network or other customers. Any online activity which violates BendBroadband's terms of service, acceptable use policy or threatens the security, integrity, or availability of our networks or customer information, may result in suspension or termination of service.
BendBroadband security practices may also include scanning and analyzing network addresses, including ranges assigned to our customers. The scanning activity is a proactive measure to detect areas of weakness within the network that could be used to cause disruption of service to our customers and should not have any adverse effect on our quality of service. This activity may be used to: (1) Detect configuration errors or vulnerabilities resulting from mistakes made by our customers when setting up equipment connected to our network; (2) Identify those devices not properly patched with the latest available settings or code, whether the devices are BendBroadband-provided or customer-provided equipment; (3) In some cases, alert customers to such issues and reference methods for them to address any weaknesses.
If you use a Wi-Fi router provided by BendBroadband, it will be set up with wireless security at install. If you use a Wi-Fi router supplied by another party, please refer to the manufacturer’s instructions.
Impact of Non-BIAS Services
BendBroadband offers IP-based voice, security, and support services that share BendBroadband’s network infrastructure with our Broadband Internet Access Service (BIAS). These other services are known as non-BIAS services. The impact these services have on broadband internet performance is generally unnoticeable.
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 third parties.
Device Attachment Rules
For optimal performance at the customer location, DOCSIS 3.0 Cable Modem/MTA models are approved to operate on the BendBroadband network: Arris WBM750, Arris WBM760, Arris TM722G, and Netgear CG3000D. Customers may purchase or rent these devices from BendBroadband or select retail locations. We may provide approval of DOCSIS 3.0 Cable Modem/MTAs not listed if validated with our Technical Support team by calling 541-382-5551.
Commercial Terms of Service
Please review our terms and conditions of service for more detailed information.
If you have any questions or concerns, please contact us at 541-382-5551.