Effective Oct. 18, we are updating our Service Terms & Conditions and Acceptable Use Policy. Driving this process is our ongoing commitment to put our customers first and to help you better understand our Internet service.
- First, AT&T supports our customers' right to free expression.
- Second, AT&T will give our customers clear information about the capabilities and experience they can expect when using our services, and any meaningful limitations on their service.
- Third, AT&T will provide high speed Internet access service in discrete, non-overlapping speed tiers.
Here is an outline of the updates to our Terms of Service and Acceptable Use Policy, and what this means for you, our customers.
Free Expression AT&T respects free expression as a cornerstone of our free society. As a matter of long-standing policy, AT&T has not and will not suspend, disconnect or terminate service because of the views our customers express on public policy or political issues, or if you just want to complain about something that we, AT&T, have or have not done. However, the use of our services for illegal purposes (such as the distribution of child pornography), or to threaten or endanger the health or safety of others, is strictly prohibited.
Service Capabilities and Limitations AT&T believes that customers are entitled to understand the capabilities of their broadband Internet service. We clearly describe the service we provide and the factors that can affect the performance of that service, including the fact that multiple networks must often cooperate to connect customers to the web sites, applications and services that they seek to use. AT&T also explains the difference between the throughput speed a customer may experience across the Internet and the speed capability that AT&T provides.
Discrete Speed Tiers Many factors can affect throughput speed including available capacity of content providers' servers, and connections and the performance of a user's own computer. As a result, no provider can guarantee the end-to-end throughput speed across the Internet that a consumer will receive. When AT&T offers service at a given speed, we are referring to the speed capability we provide to a customer's home, rather than the speed at which the customer's computer exchanges packets with other Internet end points. AT&T will ensure that the speed capability we provide to customer's home will be in discrete, non-overlapping tiers.
We've also added some new sections and rewritten others to more clearly describe our Internet service:
1) What changes are being made to the Terms of Service? We updated this agreement to provide you with a more clear and a better understanding of AT&T's Internet service and capabilities right up front.
For example, we rewrote the description of AT&T High Speed Internet to include more details about service speed and performance; we clarified information about our service bundles, standalone high speed Internet service and restoral fees; and we added new language about an arbitration agreement.
2) When will these changes be effective? Beginning October 18, 2008
3) Who is impacted by these changes? This Terms of Service document applies to all AT&T dial-up, High Speed Internet customers, including AT&T Internet customers.
4) Why are you making these changes? We are continually reviewing our Terms of Service to ensure we communicate clearly with our customers. And, importantly, to ensure that this agreement accurately reflects the key principles that help define our commitment to you.
5) What changed within the AT&T High Speed Internet service description? We added language to more clearly describe our service and the factors that may affect its performance, and to clarify the important difference between the speed capability we provide and the throughput speed a customer may experience. We have changed the way we provide DSL service so that the service capability speed we provide will be in non-overlapping speed tiers.
6) What is throughput speed and service capability speed? Throughput is the speed at which your modem, or wireless gateway, sends Internet access data to your computer. The service capability speed is what we are able to provide, and it's reflective of the speed at which your line transfers data from the Internet between the device at your home (modem or gateway) and our equipment.
7) Did my speed tier change? No. We simply clarified the specific range of speed available with each of our Internet products. In other words, when you sign up for AT&T High Speed Internet, you have a clear understanding of the speed capability we provide.
8) If a customer cancels their voice line with AT&T, what will happen to their high speed Internet connection? Just because a customer cancels their voice line, it does not mean they also have to lose the benefits of broadband. We may continue to provide a broadband connection through AT&T High Speed Internet Direct at the then-current rates, terms, and conditions, in the event a home phone line is disconnected.
9) What changed about bundles? We clarified our existing policy to explain that bundle pricing and promotions are tied directly to specific bundle components and your service address. Should you move or change one component, the bundle price or services may also change.
10) What did you change about restoral fees? Like many other providers across industries if service is suspended for non-payment, we require customers to pay all past due amounts and a possible restoral fee in order for service to be restored.
11) What does the arbitration agreement mean? This means that customer disputes with AT&T regarding AT&T Internet Services will be submitted to binding arbitration or small claims court. This is less formal than a lawsuit and often faster. In addition, AT&T will pay for all costs of arbitration, no matter who wins, as long as the claim is not frivolous.