Our Policies

Network Management Policy

Updated September 2013

SERVICE PERFORMANCE

Overview of BHN’s Broadband Internet Access Services

BHN offers a variety of different broadband Internet service plans in each of its service areas. The plans available in each area can be found at www.brighthouse.com. The plans in each area are sold under various brand names. The lowest data rate BHN offers is a 768 kbps plan, available in some but not all areas. The highest data rate BHN offers for residential customers is a 40 mbps plan, and 50 mbps plan for small business customers. These plans are available in some but not all areas.

Performance

As described below under Network Management, BHN continuously monitors its network to ensure that conditions of network congestion do not develop. As a result, on BHN’s own network, under normal operating conditions including peak-period demand, customers receive at least the data rates for which their service has been configured.  The data rates at which particular distant websites or other Internet resources may be downloaded, or the data rates at which customer information may be uploaded to a distant website or Internet location will be affected by factors beyond BHN’s control, including the speed of the connection from a distant web server to the Internet, congestion on intermediate networks, and/or limitations on the customer’s own computer equipment.

BHN encourages all of its customers to consider the capabilities of their equipment when deciding which of BHN broadband service to buy. It may be that a customer will need to upgrade the computers and wireless or other networks in their own homes or offices to take full advantage of the speeds that BHN’s network can provide.

The network monitoring information available to BHN has always indicated that BHN’s network was delivering the data transmission rates advertised for BHN’s different high-speed data services.  To confirm this, BHN has implemented a program of testing the performance of its network by using the same testing methodology as sanctioned by the FCC.  Specifically, we installed network performance monitoring equipment in several hundred locations across our network and conducted a series of tests using that equipment.  The results are shown in the charts below.  In summary, for each of the data rates tested, BHN’s network delivered a higher data rate than the nominal rate that the customer had ordered.  This result applies to both upload and download data rates, and applies for measurements made both at peak times and over a 24-hour period:

 

Network Performance During Peak Times (Download)

Provisioned Speed (Mbps)

Actual Sustained Speed (Mbps)

Actual Sustained Speed/ Provisioned Speed

10

10.55

106%

20

21.80

109%

40

44.51

111%

   

Network Performance over 24-Hour Period (Download)

Provisioned Speed (Mbps)

Actual Sustained Speed (Mbps)

Actual Sustained Speed/ Provisioned Speed

10

11.10

111%

20

21.98

110%

40

44.67

112%

  

Network Performance During Peak Times (Upload)

Provisioned Speed (Mbps)

Actual Sustained Speed (Mbps)

Actual Sustained Speed/ Provisioned Speed

1

1.10

110%

2

2.16

108%

5

5.45

109%

  

Network Performance over 24-Hour Period (Upload)

Provisioned Speed (Mbps)

Actual Sustained Speed (Mbps)

Actual Sustained Speed/ Provisioned Speed

1

1.12

112%

2

2.20

110%

5

5.65

113%

 

BHN will continue to test the performance of its network and will update the performance results posted here from time to time to reflect the most recently available information.

BHN’s WiFi Services

Additional factors apply to BHN’s WiFi services because such services are configured somewhat differently from wired services. The link from a BHN WiFi access point to the Internet via BHN’s wired network is configured in a manner similar to any other BHN broadband Internet access service. However, WiFi uses unlicensed wireless spectrum that is shared among many users for a range of purposes, which will result in wide variability of usage characteristics.

NETWORK MANAGEMENT

BHN’s network management approach is to add network capacity as needed so that its network delivers to customers at least the bandwidth and data speeds they are paying for, even when many customers are using the network at the same time. The key to accomplishing this goal is to carefully watch how much data customers are sending over the network and to add capacity well before any customer’s uploads or downloads get delayed as a result of network congestion. Specifically, BHN continuously monitors the usage of its broadband network throughout each day. If any portion of the network appears to be experiencing sustained usage levels that would, if growth continued, result in network congestion, BHN takes steps to increase the capacity of those portions of the network in order to prevent congestion from occurring.

Giving Priority To Different Applications And Services

BHN does not discriminate against or otherwise prevent you or other users of its service from sending and receiving the lawful content of your choice; running lawful applications and using lawful services of your choice; or connecting your choice of legal devices to the service, provided that such applications and services do not harm the network or the provision of broadband Internet access services, facilitate theft of service, or harm other users of the service. Similarly, BHN does not impair or degrade particular content, applications, services, or non-harmful devices.

By actively monitoring network usage and making capacity upgrades before usage hits a level that would cause congestion, BHN has been able to avoid implementing rules that give some kinds of network traffic priority over other kinds of traffic. However, while this situation has not occurred, BHN has configured its network so that data associated with BHN’s voice telephone service would priority over other data, were a situation of congestion to develop.

Note that BHN’s video (cable TV) services are not affected by these considerations. BHN’s video services are delivered using the same physical network as its data services, but as a technical matter they use different network capacity (different light frequencies in the portion of the network that uses optical fiber, and different electrical frequencies in the portion of the network that uses coaxial cable) than the data services use. No amount of usage of BHN’s video services will affect the amount of capacity available for its data services, and no amount of usage of BHN’s data services will affect the amount of capacity used by its video services.

Network Security Measures

BHN actively seeks to address the threats posed by harmful and unwanted traffic and to protect the security of its network and its customers. Unfortunately, there are people and businesses that try to use the Internet for harmful purposes. For example, malicious software (often referred to as “malware”) such as viruses, worms, spyware, and distributed denial of service (“DDoS”) attacks not only can adversely affect the network, but also can result in harm to customers’ computers, compromise their data, and harm third parties as well. Unwanted communications such as spam can lead to similar problems.

BHN provides a range of tools to its customers to enable them to respond to such risks, offering both free and premium options for anti-virus and anti-phishing software, spyware, and adware. All inbound email is scanned for viruses, and messages found to contain viruses are discarded. In addition, BHN may limit outbound emails to a set number of messages a day in order to identify and block known spammers, consistent with standard industry practices. All inbound email is spam-scanned, and messages tagged as spam are deposited in a special spam folder, accessible by webmail.

If BHN observes such traffic patterns in its customers’ computers, BHN may temporarily cut those computers off from network access until the situation is resolved.

Attaching Different Devices To Our Network

BHN allows use of a broad range of qualified, DOCSIS-compatible modems in connection with its broadband services, and adjusts its practices as new equipment is introduced in the marketplace. As described above, BHN’s network conforms to the DOCSIS 3.0 industry standard. An approved device that a customer chooses to connect to the network must be able to work with DOCSIS 3.0 protocols and signaling formats in order to work properly. Also, older devices that were not designed to conform to the DOCSIS 3.0 standard may not be able to make use of all of the features available using the network. Information about the DOCSIS 3.0 standard is available at: www.cablelabs.com.

BHN’s WiFi Services

Subject to the special characteristics of WiFi connections by users, discussed above, BHN applies the same network management approach to its WiFi offerings as to the rest of its broadband Internet access services.