Legal Information

Acceptable Use Policy

This Acceptable Use Policy applies to Internet and related services (“Services”) delivered by Gibson Connect, LLC (“Gibson Connect”). This policy is designed to encourage our customers and others (“Users”) to use the Services responsibly and to enable us to provide our Users with secure, reliable and productive Services.

General Conduct

Gibson Connect’s network and the Services may be used only for lawful purposes. Gibson Connect is not responsible for the content of any websites linked to or accessible by the Services; links are provided as Internet navigation tools only. Users may not use the network or Services in order to transmit, distribute or store material (a) in violation of any applicable law, (b) in a manner that will infringe the copyright, trademark, trade secret or other intellectual property rights of others or the privacy, publicity or other personal rights of others, (c) that is obscene, threatening, abusive or otherwise illegal, or that contains a virus, worm, Trojan horse, or other harmful component; or (d) that contains fraudulent offers for goods or services, or any advertising or promotional materials that contain false, deceptive or misleading statements, claims or representations. Users are also subject to the acceptable use policies, as amended from time to time, of any third-party provider of Services to Gibson Connect.

Internet Services

While Gibson Connect does not at this time impose bandwidth allotments (i.e., data caps), Gibson Connect reserves the right, in its sole discretion, to enforce bandwidth allotments depending upon your level of usage and the level of Service(s) purchased. If bandwidth allotments are imposed, and if you have exceeded the appropriate level of Internet usage in any given month, Gibson Connect will notify you by phone or in writing. You agree to pay additional charges upon notice from Gibson Connect. Gibson Connect reserves the right, in its sole discretion, to enforce bandwidth allotments on a customer-by-customer basis, if your usage exceeds ten (10) times the average customer usage for your specific customer classification.

User Responsibility for Content

Gibson Connect does not assume any responsibility, control, oversight, ownership, or other interest in the e-mail messages, websites, content or other electronic data (in any form) of its Users, whether or not such electronic information is stored in, contained on or transmitted over property, equipment or facilities of Gibson Connect. Users are and shall remain solely responsible for such electronic information.

E-Mail

Users may not send unsolicited e-mail messages including, without limitation, bulk commercial advertising or informational announcements (“spam”) in a way that could be reasonably expected to adversely impact the Services, including, without limitation, using an e-mail account on Gibson Connect’s Network to send spam, or using the service of another provider to send spam or to promote a site hosted on or connected to the Services. In addition, Users may not use the Services in order to (a) send e-mail messages which are excessive and/or intended to harass others, (b) continue to send e-mail messages to a recipient that has indicated that he/she does not wish to receive them, (c) send e-mail with forged packet header information, (d) send malicious e-mail, including, without limitation, “mail bombing,” (e) send e-mail messages in a manner that violates the use policies of any other internet service provider.

Forum Posts and Blogs

Users who post messages to internet forums or who blog are responsible for becoming familiar and complying with any terms and conditions or other requirements governing use of such forums or blogs. Regardless of such policies, Users may not (a) post the same message, or a series of similar messages, to one or more forum or newsgroup (excessive cross-posting, multiple-posting, or spamming), (b) cancel or supersede posts not originally posted by such User, unless such User does so in the course of his/her duties as an official moderator, (c) post any message with forged packet header information, or (d) post messages that are excessive and/or intended to annoy or harass others, including, without limitation, chain letters.

Notice and Procedure for Making Copyright Infringement Claims

Copyright infringement occurs when a copyrighted work is reproduced, distributed, performed, publicly displayed, or made into a derivative work without the permission of the copyright owner. If you believe that any material on the Gibson Connect websites has infringed your copyrighted material or that Gibson Connect is the hosting service provider and should be notified of a potential copyright infringement, please follow the procedure set forth below to make your claim. This procedure should only be used for making claims of copyright infringement. This information does not take the place of advice from your legal counsel. Gibson Connect is providing this information to you and your Users for informational purposes only.

Rejection/Removal

Gibson Connect reserves the right to reject or remove any material residing on or transmitted to or through the Services that Gibson Connect, in its sole discretion, believes to be unacceptable or in violation of the law, this AUP, and/or the Terms and Conditions. Gibson Connect may immediately remove content if Gibson Connect believes such content is unlawful, violates the AUP and/or Terms and Conditions, or such removal is done pursuant to the Digital Millennium Copyright Act (or “DMCA”). Upon Gibson Connects request, Users shall terminate service to any third-party user or agent who, in Gibson Connects sole discretion, has violated the AUP, Terms and Conditions, or applicable law or regulations.

Reporting Other Suspected Violations of Use

To report other violations of use please contact the DMCA Agent using the information below. To report a child exploitation incident involving the Internet contact law enforcement immediately.

Notification of Copyright Claim

If you believe that a Web page is hosted by Gibson Connect and is violating your rights under U.S. copyright law, you may file a complaint of such claimed infringement with the Gibson Connect designated agent as described below:

Contact	DMCA Agent
Mail	Gibson Connect, LLC Attn: Copyright Claims 1207A S. College Street Trenton, TN 38382

E-Mail	[dmca@gibsonconnect.com]

In compliance with Section 512(c)(3) of the U.S. Copyright Act DMCA Complaints must be in writing and contain the following information

A physical or electronic signature of a person authorized to act on behalf of the copyright owner of an exclusive right that is allegedly infringed;
Identification of the copyrighted work claimed to have been infringed;
Identification of the material that is claimed to be infringing or to be the subject of infringing activity and that is to be removed or access to which is to be disabled, and information reasonably sufficient to permit Gibson Connect to locate the material;
Information reasonably sufficient to permit Gibson Connect to contact the complaining party, such as an address, telephone number, and, if available, an electronic mail address at which the complaining party may be contacted;
A statement that the complaining party has a good faith belief that use of the material in the manner complained of is not authorized by the copyright owner, its agent, or the law;
A statement that the information in the notification is accurate, and under penalty of perjury, that the complaining party is authorized to act on behalf of the owner of an exclusive right that is allegedly infringed.

Be aware that anyone who makes false claims or misrepresentations concerning copyright infringement may be liable for damages under the DMCA.

Gibson Connects Response to Infringement Claims

Upon receipt of a compliant infringement notification Gibson Connect will respond within ten (10) business days confirming the receipt of the notification. Within an additional ten (10) business days Gibson Connect shall notify the alleged infringing party of receipt of the notification and will render a cease and desist letter inclusive of the counter-notification options described below.

Counter-Notification in Response to Claim of Copyright Infringement

In compliance with Section 512(g)(3) of the U.S. Copyright Act if a notice of copyright infringement has been wrongly filed against you and you would like to submit a counter-notice, please forward your counter-notice to Gibson Connect’s designated agent at the address noted above. This process will invoke a dispute between you and the complaining party. Your counter-notification must be in writing and contain the following information:

A physical or electronic signature of an authorized person;
Identification of the material that was removed or access to which was disabled and the location at which material appeared before it was removed or access to it was disabled;
A statement under penalty of perjury that the alleged infringer has a good faith belief that the material was removed or disabled as a result of mistake or misidentification;
Your name, address, and telephone number, and a statement that you consent to the jurisdiction of the federal district court for the federal district in which you are located and that you will accept service of process from the complainant

You should be aware that substantial penalties under U.S. law apply for a false counter-notice filed in response to a notice of copyright infringement.

System and Network Security

Users are prohibited from violating or attempting to violate the security of Gibson Connect, including, without limitation, (a) accessing data not intended for such User or logging into a server or account which such User is not authorized to access, (b) attempting to probe, scan or test the vulnerability of a system or network or to breach security or authentication measures without proper authorization, (c) attempting to interfere with, disrupt or disable service to any user, host or network, including, without limitation, via means of overloading, flooding, mail bombing or crashing, (d) forging any packet header or any part of the header information in any e-mail or newsgroup posting, or (e) taking any action in order to obtain services to which such User is not entitled. Violations of system or network security may result in civil or criminal liability. Gibson Connect may investigate occurrences that may involve such violations, and Gibson Connect may involve and cooperate with law enforcement authorities in prosecuting Users who are alleged to be involved in such violations.

Suspension or Termination

Any User which Gibson Connect determines, in its sole discretion, to have violated any element of this Acceptable Use Policy shall receive a written warning, and may be subject at Gibson Connect’s discretion to a temporary suspension of service pending such User’s agreement in writing to refrain from any further violations; provided that Gibson Connect may immediately suspend or terminate such User’s service without issuing such a warning if Gibson Connect, in its sole discretion deems such action necessary. If Gibson Connect determines that a User has committed a second violation of any element of this Acceptable Use Policy, such User shall be subject to immediate suspension or termination of service without further notice, and Gibson Connect may take such further action as Gibson Connect determines to be appropriate under the circumstances to eliminate or preclude such violation. Gibson Connect shall not be liable for any damages of any nature suffered by any customer, User, or any third party resulting in whole or in part from Gibson Connect’s exercise of its rights under this Policy.

Service Monitoring

Gibson Connect has no obligation to monitor the services, but may do so and disclose information regarding the use of the services for any reason if Gibson Connect, in its sole discretion, believes that it is reasonable to do so, including to satisfy laws, regulations, or other governmental or legal requirements or requests; to operate the services properly, or to protect itself and its subscribers.

Privacy

Any User interacting with our site and providing Gibson Connect with name, address, telephone number, e-mail address, domain name or URL or any other personally identifiable information permits Gibson Connect to use such information for commercial purposes of its own, including contacting Users about products and services which may be of interest. All information concerning users of Gibson Connect shall be kept in accordance with Gibson Connect’s then-applicable Privacy Policy and the requirements of applicable law. Gibson Connect reserves the right to modify this Acceptable Use Policy at any time in its sole and absolute discretion. Changes and modifications will be effective when posted and any use of the Services after the posting of any changes will be considered acceptance of those changes.

No Waiver/Severability

Any failure of Gibson Connect to enforce this Policy shall not be construed as a waiver of any right to do so at any time. If any portion of this Policy is held invalid or unenforceable, that portion will be construed consistent with applicable law, and any remaining portions will remain in full force and effect.

Gibson Connect reserves the right to modify this Acceptable Use Policy at any time. We will notify you of any material changes via written, electronic, or other means permitted by law, including by posting it on our website. If you find the changes unacceptable, you have the right to cancel the Services. If you continue to use the Services after receiving notice of such changes, we will consider that as your acceptance of the changes.

Effective July 25, 2018

Annual Customer Notice

Annual Customer Notice - 2024

This notice contains important information concerning the pay tv (cable television) and other broadband services that Gibson Connect, LLC (“Gibson Connect”) provides. We provide this notice as a service to our customers and in accordance with applicable federal law and FCC regulations. It is important to us that you are informed about the services we provide, our policies and procedures and your rights as a customer. We encourage you to review the following information and contact us at 731-562-6000.

YOUR PRIVACY AS A GIBSON CONNECT CUSTOMER

As a customer of Gibson Connect, you are entitled to know what we do with personal information about you that we receive. We consider our treatment of such information to be a part of the trust you place in us by using our pay tv (cable television), broadband internet and telephone services. We keep only the personal information of our customers that is needed to provide our services; treat it as private, use it only for what we offer you, do not sell it to others, work to keep it secure, and destroy it when no longer needed.

Gibson Connect takes the privacy of our customers very seriously. Section 631 of the Cable Communications Policy Act of 1984, as amended, (the “Cable Act”) provides certain protections to you, as a subscriber to Gibson Connect’s pay tv (cable service) or other services, and requires that Gibson Connect disclose to you the following:

The limitations imposed on Gibson Connect in its collection and disclosure of personally identifiable information about you;
The type of personally identifiable information we collect;
How we use your personally identifiable information;
Under what circumstances we may disclose your personally identifiable information and to whom;
The period during which we maintain your personally identifiable information; and
How you may access your personally identifiable information.

In addition, Section 222 of the Communications Act, as amended, provides privacy protections for certain information related to Gibson Connect’s telephone and broadband Internet access services:

Information about the quantity, technical configuration, type, destination, location, and amount of your use of the phone and broadband Internet access service; and
Information contained on your bill concerning the type of phone and broadband Internet access services and features you receive.

This information is known as customer proprietary network information (“CPNI”). Please carefully review the Gibson Connect CPNI Policy posted on our website.

Personally identifiable subscriber information; restrictions on access. To provide pay tv and other services, we collect and maintain personally identifiable information concerning customers. That information may include name, address, phone number, social security number, driver's license number, billing records, service maintenance and repair records, premium service subscription information, marketing information, and customer complaints. Except as indicated below under “Disclosure prohibited; exceptions” below, all personally identifiable information is used for the normal business purpose of offering and providing pay tv (cable television) service and other services to you. Only persons authorized by us may access this information. Persons authorized to access customer information include our employees and sales agents, billing and collections services, accountants, and other businesses that provide products and services to us. These persons may access customer information on a regular basis. We maintain certain customer information for as long as we provide service to a customer and for a commercially reasonable time thereafter. Other customer information is periodically destroyed.

Disclosure prohibited; exceptions. Federal law prohibits the disclosure of your personally identifiable subscriber information without your consent, except under the following circumstances:

Business activities. We may disclose customer information in order to conduct business activities related to providing pay tv (cable service) or other service.

Unauthorized reception of pay tv (cable service). We may disclose customer information in order to detect unauthorized reception of our pay tv (cable service).

Names and addresses to third parties. We may disclose names and addresses to third parties for the purposes of mailing lists, charities, and direct mail marketing, unless you notify us in writing that you do not wish us to disclose it. You may write us at any time with this request. No such disclosure may reveal directly or indirectly the pay tv (cable service)s you view or other transactions you make.

Court order. We must disclose personally identifiable information without your consent if we are required to do so by a court order. If we are served with a court order requiring disclosure or your cable information, we will promptly inform you before releasing any information. You will then have an opportunity to contest the order.

Law enforcement request. We may also disclose personally identifiable information without your consent when requested by law enforcement under certain circumstances.

Customer rights. As a customer, you may review your personal information maintained by us by contacting us and making an appointment to meet at our office during normal business hours. We will need a reasonable amount of time to collect the information and remove any references to other customers. You may request correction of any errors in personal information that we collect or maintain pertaining to you. You have the right under federal law to enforce your cable privacy rights through a civil action in federal district court.

Communications preferences/opt-out. Subscribers who do not wish to receive marketing materials, phone calls, emails or direct mail may notify Gibson Connect at any time. You may also prohibit our permitted disclosure of your information to third parties under the Cable Act (except as otherwise required by legal process or applicable law) by notifying us in writing. You may opt-out of receiving marketing communications by telephone by notifying the calling party that you wish to opt-out or by following the automatic opt-out instructions on such a call. You may also opt-out of such calls by sending a request in writing to the address below.

CUSTOMER SERVICE

Complaint procedures. At Gibson Connect, providing high-quality customer care and technical service is our top priority. We endeavor to resolve any complaints concerning pay tv (cable television) or other services as soon as possible. Please use the following procedures to help us resolve your complaints:

Contact our Customer Service group at 731-562-6000. An answering service may take your message after our normal business hours.
During our normal business hours, you may speak with a Customer Service Representative (CSR). Our CSR will attempt to determine the nature of the problem. If the problem cannot be resolved over the phone, the CSR will schedule a Service Technician to visit your home, usually by the next business day.
If you do not call during our normal business hours, leave a complete message with the answering service. Please leave your name, address, work and home telephone numbers and a brief description of the nature of the problem. When possible, a Service Technician will be dispatched by the next business day to fix the problem. In other cases, the answering service will forward the message to our office, and we will contact you during normal business hours.
Emergencies such as fallen trees or utility poles, violent storms or very cold weather may interfere with cable or other services. We promptly dispatch our crews to correct any emergency. Please keep in mind that some emergency situations may affect a large service area, and it may take several days to resume full service to the entire area.
We maintain complaint records for at least one year. Those records are available for inspection by the applicable local franchise authority and the FCC during that time.

If a problem is not resolved to your satisfaction, you may write or call us with concerns or complaints. For pay tv (cable service) in Tennessee, you may also contact Gibson Connect’s franchise authority, the Tennessee Public Utility Commission, at 615-741-2904.

GENERAL INFORMATION

Services and Prices – Please contact us at 844-859-6767 or by visiting our offices or our website for information on services and prices including:

Products and services offered
Prices and options for subscribing to services
Channel positions
Installation and maintenance policies and prices
Instructions for using our pay tv (cable service)
Terms and conditions applicable to our broadband services

EQUIPMENT COMPATIBILITY

Smart tv and device compatibility. Receiving the Gibson Connect pay tv service requires that the customer provides its own device for reception of the signal (smart tv, Roku, Amazon Fire or similar). While Gibson Connect makes every effort to stay compatible with all such devices and older models of such devices, there is not guarantee of full compatibility. Gibson Connect will maintain a list of devices believed to be compatible on our website.

UNAUTHORIZED RECEPTION OF PAY TV (CABLE SERVICE)

Federal and state laws make it a crime to receive, or assist another in receiving, any pay tv (cable service) without our express authorization. Violators face substantial criminal penalties including fines and imprisonment. In addition, we are entitled under the law to sue cable thieves in federal or state court and obtain injunctions and substantial damages. Reception of any pay tv (cable service) without our express authorization is prohibited.

HOW DO I CONTACT GIBSON CONNECT?

If you have any questions regarding this annual notice, or wish to contact us about your personal information, please visit us at one of our offices or contact us directly at:

Phone: 731-562-6000

Mail: 1207A South College Street, Trenton, TN 38382

Gibson Connect reserves the right to modify the policies set forth in this customer notice at any time. We will notify you of any material changes via written, electronic, or other means permitted by law, including by posting it on our website. If you find the changes unacceptable, you have the right to cancel the services you purchase from Gibson Connect. If you continue to use the services after receiving notice of such changes, we will consider that as your acceptance of the changes.

Effective January 1, 2019

Net Neutrality Disclosure

NET NEUTRALITY DISCLOSURE

Gibson Connect, LLC ("Gibson Connect") is committed to providing our customers with the best online experience possible. Gibson Connect uses reasonable network management practices that are consistent with industry standards and uses tools and technologies that are minimally intrusive. Just as the Internet continues to evolve, so too, will our network management policies. Should Gibson Connect not apply reasonable network management practices our customers could be subject to the negative effects of security attacks, viruses, and spam among other risks resulting in possible degradation of services.

Network Overview

Gibson Connect operates a state of the art broadband network whereby services are delivered over its parent company, Gibson Electric Membership Corporation (Gibson EMC), fiber optic system whereby cable is brought past each home and business. Gibson EMC builds a fiber drop from the street to connect to any home or business who purchases Gibson Connect services and where access is granted. It should be noted that not all residential apartment buildings and multi-tenant office buildings allow access. The broadband network enables us to bring the benefits of the extraordinary bandwidth carrying capacity of Fiber Optics to each of Gibson Connects customers.

Questions, Answers & Information Regarding Our Network Practices

The FCC requires us to provide descriptions of our Network Management Practices to include Application-Specific Behavior Practices, Device Attachment Rules, Security Practices, Performance Characteristics, Privacy Policies and Customer Redress Options.

Congestion Management

Given the current bandwidth capacity no formal congestion management practice is required nor is a practice being employed today other than network monitoring. Gibson Connect reserves the right to employ congestion management practices in the future. However, we design and affirmatively manage our networks to ensure that all of our customers receive high-quality Internet access services and that network resources are shared fairly among all our users. Our congestion management practices are guided by and in accordance with industry standards and protocols. Because network capacity is a shared resource, portions of our network may nevertheless become temporarily congested when large volume of customers are enjoying high-bandwidth activities at the same time. Because congestion is a function of how many people happen to be using the network and what activities are engaging in at that moment, congestion often is unpredictable. If congestion occurs, it is usually brief and intermittent. We are continually upgrading our networks and seek to avoid congestion by keeping ahead of the exponential demand for broadband.

Application-Specific Behavior

Does Gibson Connect block or rate-control specific protocols?

Gibson Connect employs industry accepted protocols intended to protect the network from the spread of malware and from applications that are known to propagate these malicious activities.
Gibson Connect does not block any other kinds of traffic. Gibson Connect subscribes to the philosophy of complete network neutrality and we treat traffic to and from all customers the same.

Does Gibson Connect modify protocol fields in ways not prescribed by protocol standard?

Gibson Connect does not modify protocol fields not prescribed by protocol standards.

Does Gibson Connect inhibit or favor certain applications or classes of applications?

Gibson Connect does not inhibit or favor applications or classes of applications over its High-Speed Internet/broadband data network. All traffic is treated in a "protocol-agnostic" manner which means management is not based on the applications and is also content neutral.

Device Attachment Rules

Does Gibson Connect have any restrictions on the types of devices that they allow to connect to the network?

Gibson Connect does not allow customers to connect switches or hubs directly to the Ethernet ports. We do not allow resale or other commercial type traffic such as P2P (peer to peer).

If there are restrictions, is there an approval procedure for devices connecting to the network?

For any questions regarding the types of devices allowed or required customers should contact the Network and Managed Services Coordinator, Robin McCaig, at 731-855-4740 x1340. While there are no formal approval procedures to get a specific device approved for connection to the network all devices must be UL certified and carry the FCC Part 64 certification.

Security

What are the practices used to ensure end-user security or security of the network?

Gibson Connect uses the following practices to ensure end-user security and network security:
- Gibson Connect employs industry accepted protocols and practices intended to understand the flow of network traffic in order to best engineer and network as well as troubleshoot the network.
- The Gibson Connect network utilizes encryption intended to stop unlawful access to traffic.
Gibson Connect utilizes these protocols and practices to protect and secure Gibson Connect customer data as well as to protect the broadband network for the benefit of all customers. These protocols allow Gibson Connect to comply with federal CALEA and other Law Enforcement requirements.

What conditions trigger a security mechanism to be invoked?

The encryption protocols and practices used on the Gibson Connect fiber network provide far more security than is available with other technologies.
As the Internet evolves so do malware and other types of security exploits. Gibson Connect's security tools techniques are evolving to meet the security challenges of a 21st century world.
Gibson Connect monitors the network many times per second and a trigger would be finding any instance of unwanted network intrusion and the network. Gibson Connect would react immediately to such an intrusion and would refer to Law Enforcement Agencies as needed.

Performance Characteristics

Service Description: A general description of the service offered, including Service Technology, Expected and Actual Speeds, Expected and Actual Latency, Suitability of the Service for Real-time Applications follows:

Service Technology
- Gibson Connect uses a FTTH access system to deliver broadband services to customers. The FTTH system standard is called GPON (Gigabit Passive Optical Network). Up to thirty-two (32) customers share one fiber in neighborhoods and this shared fiber is called a PON. The GPON system delivers 2,500 Megabits per second to the subscribers on a PON and 1,250 Megabits per second from the subscribers on a PON.
- In the Gibson Connect FTTH network there are no electronics between the GPON source and the customer. No electronics means that there are fewer failure points in the network and superior service quality to our customers.
Expected and Actual Speeds
- Each subscriber is provided access to two different data products:
  - Every data customer is given access to the Gibson Connect Intranet. This provides 250 Megabit per second access to and from any other customers on the Gibson Connect network. The expected speed for the "Intranet" service is 250 Mbps and the actual speed is 250 Mbps.
  - Gibson Connect also offers High Speed Intranet access speeds at 250 and 1000 Mbps in both directions. The expected speeds for these products is as advertised rate of 250 and 1000 Mbps and the actual speeds are the same as the advertised minus packet overheads. It is possible for customers to experience slower speeds on the open Internet, but slower Internet speeds are due to the nature of the open Internet and not due to any blockage or congestion on the Gibson Connect network.
Expected and Actual Latency
- Latency is another measure of Internet performance. Latency is the time delay in transmitting or receiving packets on a network. Latency is primarily a function of the distance between two (2) points of transmission and is typically measured in milliseconds. The Gibson Connect network in real practice has actual latency generally around 5 milliseconds or less.
Suitability of the Service for Real-time Applications
- The Gibson Connect network is one of the fastest and most accessible networks available in the U.S. Customers can achieve the speeds on our network that they subscribe to, 24/7, without slowdowns or blockages on our networks.

Impact of Specialized Services

What specialized services, if any, are offered to end users?

Gibson Connect offers two services that could be considered "Specialized" services over the access system. These services are IP Video (IPTV) and IP Telephone Service (VoIP).
Both IP Video and VoIP are delivered to customers over a different data segment than the one used for broadband data traffic (including High Speed Internet traffic).

Gibson Connect currently provides certain cable and video services (future), voice services and certain enterprise business services to its customers using Internet Protocol or "IP"-based technologies. These services are delivered over the same physical network that Gibson Connect uses to provide broadband internet access services. These IP services are not provided over the public internet but are separately provisioned on the Gibson Connect network. The voice, video (future) and enterprise business IP services are marked for prioritization to ensure that calls, such as 911 calls, go through even in times of congestion and to ensure the service quality of Gibson Connect's video services. The provision of these IP services should not have any noticeable effect on a customer's broadband internet access service.

Privacy Policies

Do network management practices entail inspection of network traffic?

Gibson Connect examines traffic to the extent needed to utilize the network safety features listed earlier such as eliminating spam or intercepting malware. Gibson Connect does not inspect traffic for any other purposes other than to keep track, at the network level, where traffic flows in order to make certain that the network is adequate for the demands of customers.

Is traffic information stored, provided to 3^rd parties or used by the ISP for non-network management purposes?

The only time that any stored information is provided to any 3^rd party is in response to a court order from a valid and qualified Law Enforcement Agency.

Redress Options:

What are Gibson Connect’s practices for resolving end-user and edge provider complaints and questions?

Gibson Connect first logs all complaints of trouble as a trouble ticket in a trouble log system. This allows for a numeric identification of each trouble reported on the network. Trouble tickets can be generated by customers or self-generated by alarms located on the Gibson Connect network.
Secondly, Gibson Connect assigns a priority to each trouble ticket based upon the perceived severity of the problem. For example, outages involving multiple customers are given a higher priority than a minor network glitch affecting one customer.
Gibson Connect attempts to identify and address problems from its Network Operations Center (NOC). If the NOC is unable to clear a reported problem, then a technician in a truck is dispatched to address the problem.
If the problem is of such severity that a field technician cannot solve the problem, the problem is escalated to an engineer. If the engineer is unable to solve the problem, it is generally escalated to an external engineer or consultant or to the vendor that made the equipment in question. Gibson Connect contracts with experienced vendors for as needed trouble-shooting and resolution in support of the network.
Finally, the customer may be notified depending upon the severity and type of problem.
Trouble tickets are retained permanently so that Gibson Connect is able to view a history of trouble at a specific customer site, a specific neighborhood or with a specific brand or piece of equipment.

Prohibited Uses and Activities

Gibson Connect’s Customer Service Agreement prohibits uses and activities of the service that interfere with or diminish the use and enjoyment of the service by others, infringe on the rights of others or that are illegal. These prohibited uses and activities are listed below and include, but are not limited to, using the service, the customer equipment or the Gibson Connect equipment either individually or in combination with the other, to:

▪ undertake or accomplish any unlawful purpose which includes, but is not limited to, posting, storing, transmitting or disseminating data, information or materials which are unlawful, libelous, obscene, defamatory, threatening or which infringe on the intellectual property rights of any person or entity in any way that would constitute or encourage conduct that would constitute a criminal offense or violate any local, state, federal or international law, order or regulation;

▪ upload, post, transmit, publish, reproduce, create derivative works of, or distribute in any way information, software or other material obtained through the service or otherwise that is protected by copyright or other proprietary right, without obtaining any required permission of the owner;

▪ transmit unsolicited commercial or bulk messages commonly known as “spam”;

▪ participate in the collection of very large numbers of e-mail addresses, screen names, or other identifiers of others without their prior consent, participate in the use of software designed to facilitate these activities, i.e. “harvesting” or collect responses from unsolicited bulk messages;

▪ falsify, alter, or remove message headers;

▪ falsify references to GIBSON CONNECT or its network, by name or any other identifier, in messages;

▪ impersonate any person or entity, or forge any person’s digital or manual signature;

▪ engage in sender address falsification, often known as “phishing”;

▪ violate the terms of service of any network, server, application, or Web site that you access or use;

▪ posting or transmitting any information or software which contains a worm, virus or other harmful feature regardless of intent, purpose or knowledge;

▪ utilize or distribute devices designed or used to compromise security or whose use is otherwise unauthorized including but not limited to password guessing programs, decoders, keystroke loggers, packet sniffers, encryption circumvention devices and Trojan Horse programs;

▪ engage in port scanning;

▪ utilize or run Web hosting, file sharing or proxy services and servers or other dedicated, stand-alone equipment, or servers from the premises that provides service, including network content, to any party outside your premises local area network;

▪ utilize or run programs from the premises that provides service, including network content, to any party outside your premises local area network, except for personal and non-commercial use;

▪ copy, distribute, or sublicense any proprietary software provided by Gibson Connect or any third party in connection with the Service, except that one copy of each software program may be made by the customer for back up purposes only;

▪ disrupt or cause a performance degradation to the service or any Gibson Connect facilities or equipment used to deliver the service regardless of intent, purpose or knowledge;

▪ alter/modify, or tamper with Gibson Connect equipment or permit any other party, not authorized by Gibson Connect, to do same including connecting Gibson Connect equipment to any computer outside of your premises

▪ resell the Service in whole or in part, directly or indirectly.

Treatment of Personal Web Pages and File Storage

Customers and users are solely responsible for any and all information published or stored on Personal Web Pages and/or File Storage and for ensuring that all content is appropriate for those who may have access to it. This includes taking appropriate measures and precautions to prevent minors from accessing or receiving inappropriate content.

Treatment of Inappropriate Content and Transmission

Gibson Connect reserves the right to refuse to transmit or post, and remove or block, any information or materials, in whole or in part, that Gibson Connect, in its sole discretion, deems to be in violation of Gibson Connect Acceptable Use Policies. While Gibson Connect has no obligation to monitor transmissions or postings made on the service Gibson Connect has the right to monitor these transmission and postings for violations of company policy and to disclose, block, or remove them in adherence with applicable law. To report a child exploitation incident involving the Internet, contact law enforcement immediately.

Gibson Connect reserves the right to modify this Net Neutrality Disclosure at any time. We will notify you of any material changes via written, electronic, or other means permitted by law, including by posting it on our website. If you find the changes unacceptable, you have the right to cancel the Services. If you continue to use the Services after receiving notice of such changes, we will consider that as your acceptance of the changes.

Effective July 25, 2018

SmartHub Account Manager

Manage your account right from your cell phone, tablet or computer with SmartHub!

Creating your account is quick and easy! Link to SmartHub from your bill email, download the FREE app in the Apple App Store or Android Marketplace, or go to www.smarthubapp.com. Just enter your profile information, choose “Gibson Connect” and you’re ready to pay your bill, check your usage, contact us and more.

From your emailed bill, click on the “Pay Now” button.
As a “New User,” you’ll need to click on the “Sign up to access our Self-Service site” link on the next screen.
From there, enter your Billing Account Number (shown on your emailed bill), your last name or business (also in the emailed bill as “addressee,”) your email address and email address confirmation.
You will be asked to answer a series of security questions such as your billing zip code or your most recent bill amount (found on your email).
A temporary password will be sent to your email address from courier-no-reply@smarthub.coop.
Return to the SmartHub login screen (you can do this by clicking on the “Pay Now” button in the email). Use your one-time temporary login. You will be prompted to change your password once logged into SmartHub.
Enter a security passphrase that will be required prior to SmartHub accepting a payment.

Once logged in, you’ll have full access to your SmartHub account!

Or… if you prefer, you can go to www.gibsonconnect.com to pay your bill and access other news and information. From the Home page, click on the “Pay My Bill” button. This also will take you to the SmartHub site. As a “New User,” you’ll need to click on the “Sign up to access our Self-Service site” on the next screen. You’ll also need to enter your Billing Account Number (shown on your emailed bill), your last name or business (also in the emailed bill as “addressee,” your email address and email address confirmation.

Telephone Account Portal

How to Log into your Gibson Connect Account Portal

You can login to your Account Portal and configure all the features that Gibson Connect Digital Phone Service has to offer by doing the following:

Go to: http:// mydigitalservices.com
For your username, it will be your 10-digit phone number (Example: 859-721-0028 without hyphens or spaces).
To obtain your password, click “Forgot Password” on the upper left side of the screen. A password will then be emailed to you. There will be a link provided in the email as well as a randomly generated password.
Enter this password into the appropriate field and click “Login”.

From the “Home” page, click “Features” to configure all of your phone features (e.g. Call Forward, Simultaneous Ring, etc.)

Note: When you log in for the first time, you will be prompted to enter a 4-digit CPNI Code of your choice. (CPNI is a security code used for verifying an individual customer’s identity before providing access to confidential and proprietary customer information).

How to Change your Account Portal Password

When you log in for the first time, you will be prompted to change your password. Your new password must consist of 4-12 characters and cannot contain any spaces.

Enter the password provided to you on the original email in the “Old password” field.
Enter a password of your choosing in the “New password”, confirm your new password.
Click “Submit”

How to access your Voicemail

Dial your 10-digit telephone number or dial *62
The initial pass code is 8642.
Follow the voice prompts to set up your account.
To clear the message waiting indicator without erasing messages, dial *99.

All Features are located in your Account Portal. Here are the top five features.

1.	Anonymous Call Rejection	4.	Speed Dial
2.	Call Waiting	5.	Voicemail Management
3.	Call Forwarding

Anonymous Call Rejection (*77)

This feature prevents or allows calls from callers who have blocked their phone numbers from being identified. Blocked callers will hear a message notifying them that their calls are being rejected.

From Your Phone: To activate Anonymous Call Rejection, dial * 77. To deactivate, dial *87.

Call Waiting On/Off

This service allows you to decide whether phone calls in progress can be interrupted by other calls.

NOTE: This service is not available with all access device types.

From Your Phone: To activate, log into your account portal click “On”. To deactivate for individual calls, dial *70 before dialing out.

Call Forwarding Always (*72)

The Call Forwarding Always service allows you to redirect your incoming phone calls to another number, such as a mobile phone or administrative assistant. Variations of Call Forwarding include Call Forwarding No Answer and Call Forwarding Busy. Unlike those services, Call Forwarding Always redirects all of your calls, not just those received when you do not answer or when you are talking on your phone.

From Your Phone:

To activate, and/or change options for this service, dial *72 followed by the phone number that you will be redirecting your calls to. Your calls remain forwarded until you dial the deactivation code (*73).

Speed Dial (*74)

This service allows you to associate single digit codes to frequently dialed or hard to remember phone numbers. To use speed dial from your phone, dial the speed dial code number, then #. For example, to call the number associated with Speed Dial Code 3, dial 3#.

From your phone: To begin programming Speed Dial Codes, dial *74, the speed dial code number and the phone number that you will be associating with that speed dial code. For example, *74 3 8595551212 programs Speed Dial Code 3 to dial 859-555-1212.

Voicemail Management: (*62)

This service allows you to specify how to handle your voice messages. You can retrieve voice messages by using your phone or you can choose to send voice messages directly to your e-mail address. Dial your 10 digit telephone number or dial *62

*Feature Access Codes

*62 Voicemail

*72	Call Forwarding Always Activation
*73	Call Forwarding Always Deactivation
*90	Call Forwarding Busy Activation
*91	Call Forwarding Busy Deactivation
*92	Call Forwarding No Answer Activation
*93	Call Forwarding No Answer Deactivation
*67	Calling Line ID Delivery Blocking per Call
*65	Calling Line ID Delivery per Call
*69	Call Return
*70	Cancel Call Waiting (per call)
*94	Call Forwarding Not Reachable Activation
*95	Call Forwarding Not Reachable Deactivation
*78	Do Not Disturb Activation
*79	Do Not Disturb Deactivation
*77	Anonymous Call Rejection Activation
*87	Anonymous Call Rejection Deactivation

Terms and Conditions of Gibson Connect Service

Terms and Conditions of Service

Acceptance of Terms and Conditions. By using one or more Internet, video or other broadband services (each, a “Service”) of Gibson Connect, LLC (“Gibson Connect”), the customer of record of Gibson Connect (“you”) agrees to these Terms and Conditions of Service (“Agreement”) and any applicable rates, policies, procedures and service guides applicable to such Service(s) that are posted on our web-site at www.gibsonconnect.com, as amended from time to time. These Terms and Conditions shall also apply to any persons who use the Service(s) that we provide to you.

Acceptable Use of Services. The Services we provide to you are for your use only, and you shall not use or permit the use of these services for any other purpose. You shall not make the Services available or permit the Services to be made available for resale, and you may not use or permit the Services to be used or to provide video, telecommunications, internet or similar services to one or more third parties (other than incidental temporary uses of the Services by invited guests visiting your home or other location). Gibson Connect has published acceptable use terms and conditions for Services. Customers who knowingly violate these terms may have their use of services revoked or suspended. Copies of these acceptable use terms and conditions are available at Gibson Connect’s headquarters and at www.gibsonconnect.com. Customers are encouraged to read and follow these policies, including any updates that may be published on Gibson Connect’s website. You may not use Pay- Per-View for commercial gain or public viewing without Gibson Connect’s prior express authorization. The Service and Equipment (defined below) are provided to you for your personal use. You may not resell or transfer the Service or the Equipment to any other person for any purpose, or charge others to use the Service; use the Service in any manner that is contradictory to Gibson Connect’s Acceptable Use Policy that is available at www.gibsonconnect.com; tamper with, disrupt or “hack” the Equipment, or make use of the Service in any way that is inconsistent with its intended purpose. You also agree to comply with the Terms & Conditions of all end-user license agreements that accompany the Equipment or are otherwise applicable to your use of the Equipment and the Services. All such agreements are incorporated herein by reference. Upon termination of this Agreement, all end-user licenses also terminate; you agree to return to us all versions and copies of all software and any equipment provided by or leased from Gibson Connect received in connection with the Services. Gibson Connect reserves the right to terminate your Service should you, in Gibson Connect’s sole discretion, commit any of the actions listed above. You are responsible for any liability or charges billed by any program provider. Gibson Connect reserves the right in its sole discretion to enforce bandwidth allotments depending upon your level of usage and the level of Services purchased. If you have exceeded the appropriate level of internet usage in any given month, Gibson Connect will notify you via email notification. You agree to pay additional charges upon notice from Gibson Connect.

Billing and Payments. Gibson Connect will bill all charges, applicable taxes, and fees monthly in advance (except for usage based charges, which will be billed monthly in arrears). Gibson Connect will send bills electronically to the email address that you provide when you establish services. Gibson Connect will, for an additional charge, provide paper bills. Unless you sign up for paper billing and pay the additional charge, you will only receive an electronic bill, and you are responsible for monitoring the email account that you provide when you establish service. Applicable charges will be set forth in Gibson Connect’s then-current fee schedule found at www.gibsonconnect.com. Some government imposed fees and taxes may be imposed or become applicable retroactively, and you will be responsible for paying any such charge. If you are exempt from payment of such taxes, you must provide Gibson Connect with an original certificate that satisfies all applicable legal requirements. A tax exemption will only apply from and after the date we receive it. Failure to pay the total balance when due may be grounds for disconnecting service and/or imposing a late fee. Gibson Connect may charge a reasonable fee for all returned check and bankcard chargebacks. The returned amount plus fee must be paid by cash, cashier’s check or money order. If Gibson Connect retains an agency or attorney to collect any amount owed, you will be obligated to pay all of Gibson Connect’s costs of collection, including attorneys’ fees. If you dispute any charges, you must notify Gibson Connect within sixty (60) days of the date of your Gibson Connect invoice, or any such dispute will be waived.

Changes to Service Terms and Conditions. Subject to applicable law, we have the right to change our Services, Equipment and associated rates or charges at any time with or without notice. We may also change, add or remove programming features or offerings contained in the Service or other Terms & Conditions related to the Service. We will provide you notice of changes to the Service and to these Terms & Conditions consistent with applicable law. We may also post notice of such changes at www.gibsonconnect.com, and we may send notice to you to the email address on Gibson Connect’s account records for you. Because we may from time to time notify you about important information concerning the Service and these Terms & Conditions, you agree to regularly check your postal mail, email and all postings on www.gibsonconnect.com or on another website about which you have been notified. You bear the risk of failing to do so. If you find a change in Service or a change in these Terms & Conditions unacceptable, you may cancel the Service. If you continue to receive the Service, we will consider you to have accepted these changes.

Important 911 Notices. Applicable to Gibson Connect voice (telephone/VoIP) customers. You will have access to either basic 911 or Enhanced 911 (E911) service. With E911 service, when you dial 911, your telephone number and registered address may be sent to the local emergency center assigned to your location. Emergency operators may have access to the information they need to send help and call you back if necessary. We do not have control over emergency operators nor can we guarantee that a 911 call will be routed to the correct operator. Customers in locations where the emergency center is not equipped to receive their telephone number and address may have basic 911. With basic 911, the local emergency operator answering the call will not have your call back number or your exact location, so you must be prepared to give them this information. Until you give the operator your phone number, he/she may not be able to call you back or dispatch help if the call is not completed or is not forwarded, is dropped or disconnected, or if you are unable to speak. You authorize us to disclose your name and address to third-parties involved with providing 911 Dialing to you, including, without limitation, call routers, call centers and local emergency centers.

You agree to assume the obligation to inform any employees, guests and other third persons who may be present at the physical location where you utilize the services and/or products we provide under this Agreement of the important differences in and limitations of your phone service as compared with basic 911 or E911. The documentation that accompanies each telephone device will include a sticker concerning the potential non-availability of basic 911 or E911 (the “911 Sticker”). It is your responsibility, in accordance with the instructions that accompany each device, to place the 911 Sticker as near as possible to each phone that you use with the service. If you did not receive a 911 Sticker with your telephone device, or you require additional 911 Stickers for phone devices we do not provide, please contact our customer care department at 731-562-6000 for additional 911 Stickers which we will provide for no additional cost.
Location of Service. This service is provided at a specific permanent address and not available as a nomadic offering. Before you move the telephone device(s) to another location, you must notify us to determine if service can be provided at your new permanent address. Service will only be provided at locations where E911 or basic 911 connectivity are available.
Confirmation of Activation Required. Your 911 dialing feature will not be activated for any phone line that you are using with our service, UNLESS AND UNTIL YOU RECEIVE AN EMAIL FROM US CONFIRMING THAT THE 911 DIALING FEATURE HAS BEEN ACTIVATED FOR THAT PHONE LINE.
Customer Responsibility for Battery Backup. Your Gibson Connect-provided phone modem is powered by plugging it into an electrical wall outlet. In the event of an electrical outage, your modem will not receive power, just like any other electrically powered device in your home. If this were to happen, your Gibson Connect phone service, including any medical or security alert services, like E911, will not be available to you. It is your responsibility to provide, maintain, monitor, and/or replace a backup battery. Additional information, including options available to you from Gibson Connect, is provided in Gibson Connect’s Battery Back Up Policy, which is posted on our web-site at www.gibsonconnect.com, as amended from time to time.
Service outages, suspensions or disconnections of your broadband service will prevent all service, including 911 Dialing, from functioning. SUCH OUTAGES MAY OCCUR FOR A VARIETY OF REASONS, INCLUDING, BUT NOT LIMITED TO, THOSE REASONS DESCRIBED ELSEWHERE IN THIS AGREEMENT.
Service outages due to disconnection of your account will prevent all service, including 911 Dialing, from functioning.
Other third-party transport providers may intentionally or inadvertently block the ports over which the service is provided or otherwise impede the usage of the service. In that event, provided that you alert us to this situation, we will attempt to work with you to resolve the issue. During the period that the ports are being blocked or your service is impeded, and unless and until the blocking or impediment is removed or the blocking or impediment is otherwise resolved, your service, including the 911 Dialing feature, may not function. You acknowledge that we are not responsible for the blocking of ports or any other impediment to your usage of the service, and any loss of service, including 911 Dialing, which may result. In the event you lose service as a result of blocking of ports or any other impediment to your usage of the service, you will continue to be responsible for payment of the service charges unless and until you disconnect the service in accordance with this Agreement.
There may be a greater possibility of network congestion and/or reduced speed in the routing of a 911 dialing call made utilizing the Service as compared to traditional 911 dialing over traditional public telephone networks. Momentum Telecom, Inc. (“Momentum”) does not have any control over whether, or the manner in which, calls using 911 dialing service are answered or addressed by any local or national emergency response center. Momentum and our suppliers disclaim all responsibility for the conduct of local emergency response centers and the national emergency calling center. Momentum and our suppliers rely on third parties to assist in routing 911 dialing calls to local emergency response centers and to a national emergency calling center. Momentum and our suppliers disclaim any and all liability or responsibility in the event such third party data used to route calls is incorrect or yields an erroneous result. NEITHER GIBSON CONNECT, MOMENTUM, OUR RESPECTIVE SUPPLIERS, NOR OUR RESPECTIVE OFFICERS, DIRECTORS, EMPLOYEES, AFFILIATES, OR AGENTS MAY BE HELD LIABLE FOR ANY CLAIM, DAMAGE, OR LOSS, AND SUBSCRIBER HEREBY WAIVES ANY AND ALL SUCH CLAIMS OR CAUSES OF ACTION, ARISING FROM OR RELATING TO 911 DIALING SERVICE. Subscriber shall defend, indemnify, and hold harmless Gibson Connect, Momentum and our respective suppliers, our respective officers, directors, employees, affiliates and agents and any other service provider who furnishes services to Subscriber in connection with the Service, from any and all claims, losses, damages, fines, penalties, costs and expenses (including, without limitation, attorney’s fees) by, or on behalf of, you or any third party relating to the absence, failure or outage of the service, including 911 Dialing, incorrectly routed 911 Dialing calls, and/or the inability of any user of the service to be able to use 911 Dialing or access emergency service personnel.
If you are not comfortable with the limitations of the 911 dialing service, you should consider having an alternate means of accessing traditional 911 or E911 services or disconnecting the service.
Momentum is an intended third-party beneficiary of these provisions.

Equipment. All equipment issued to you by Gibson Connect (the “Equipment”) shall remain the property of Gibson Connect at all times. You agree to be responsible for any loss, theft or damage of Gibson Connect’s Equipment. If Equipment is lost or damaged, please contact your insurance company to file a claim. Gibson Connect is not responsible for the maintenance, operation, service or repair of any of your equipment connected to the Services, including without limitation television, computer, telephone or any other device. You agree to allow Gibson Connect or its agents to send software to your equipment and to configure your equipment when necessary to provide Services, even if doing so changes, adds or removes features or functionality of any such equipment. Absent gross negligence or willful misconduct, Gibson Connect will not be responsible for any damage to your equipment arising from such activities. In the event of such damage, Gibson Connect’s maximum liability to you is $500 for the cost of repairs. If you are not the owner of the equipment, you are responsible for obtaining any necessary approval from the owner to allow us to access this equipment and to perform the activities listed above.

Installation and Access. As the customer, you agree to allow Gibson Connect the right to enter your property for the purposes of adjusting, repairing, replacing, maintaining, moving, auditing or removing any equipment if necessary. You represent that you either own the property or have the right to allow Gibson Connect to install any necessary equipment and wiring to provide you service. You also agree to allow access for the purpose of checking signal quality. You should always ask for proper identification anytime a Gibson Connect employee or contractor requests entry to your property. If identification is not provided, please do not allow access.

Service Termination or Changes. As with all our utility services, one call to our office will take care of your needs. Please call 844-859-6767 should you decide to alter your services, move or make any other changes. The final bill will include a $200 charge that will be credited back to the account once Gibson EMC/Gibson Connect equipment is returned. Equipment includes, but is not limited to, the ONT (modem/router), WiFi mesh units (WiFi extender units) and/or pay tv units.

Copyright. Any firmware or software used to provide the Service and all Services, information, documents and materials provided by Gibson Connect in written or electronic form are protected by trademark, copyright or other intellectual property laws. Your use of this firmware, software and the Services is subject to these laws. All names, service marks, trademarks, trade names, logos, content, photographs, sound or image files and domain names (collectively “marks”) of Gibson Connect are and shall remain the exclusive property of Gibson Connect, and nothing in these Terms & Conditions shall grant you the right or license to use any of such marks.

Force Majeure. Gibson Connect shall not be liable for any failure, interruption or diminution of service in the event that such failure, interruption or diminution is caused by or due to causes beyond its control, including, but not limited to, acts of God; fire, earthquake, flood, water, the elements or other catastrophes; strikes, lock-outs, work stoppages or other labor difficulties; utility curtailments, power failures, explosions; insurrections, riots, wars or civil disturbances; any law, order, regulation, or requests of any government or of any civil or military authority; national emergencies; shortages or failure of equipment or supplies, including cable, fiber, switching and other network equipment of third parties; unavailability of transportation; acts or omissions of third parties; or any other cause beyond Gibson Connect’s reasonable control.

Governing Law. These Terms & Conditions and the relationship between you and Gibson Connect shall be governed by the laws of the State of Tennessee without regard to its conflict of laws principles.

Indemnity. You agree to indemnify and hold harmless Gibson Connect from all liabilities, damages, claims and expenses, including without limitation attorneys’ fees, that arise from your or a User’s use of misuse of the Service; from any violation or infringement of contractual rights, privacy, confidentiality, copyright, patent, trademark, trade secret or other intellectual property; from use or failure of the 911/E911 functionality or any other dialing associated with a home security, home detention, medical monitoring or other similar system; and from your breach of any provision of these Terms & Conditions. Where you are obligated to indemnify or hold Gibson Connect harmless anywhere in these Terms & Conditions, those obligations run not only to Gibson Connect but also to its employees, representatives, affiliates, agents, officers and directors.

Limitation of Liability. IN NO EVENT SHALL GIBSON CONNECT BE LIABLE TO CUSTOMER OR TO ANY USER OF CUSTOMER’S SERVICE FOR LOSS OF PROFITS OR FOR SPECIAL, INDIRECT, INCIDENTAL, EXEMPLARY, CONSEQUENTIAL OR PUNITIVE DAMAGES ARISING FROM THE RELATIONSHIP OR THE CONDUCT OF BUSINESS UNDER THE AGREEMENT, EVEN IF GIBSON CONNECT HAS BEEN ADVISED OF THE POSSIBILITY OF ANY SUCH DAMAGES. WITHOUT LIMITATION OF THE FOREGOING, GIBSON CONNECT SHALL HAVE NO LIABILITY FOR ANY CLAIMS, LOSSES, ACTIONS, DAMAGES, SUITS OR PROCEEDINGS RESULTING FROM OTHERS ACCESSING CUSTOMER’S COMPUTERS AND EQUIPMENT, SECURITY BREACHES, VIRUSES, EAVESDROPPING, INTERCEPTION OF TRAFFIC SENT OR RECEIVED USING THE SERVICES, OR ANY USE OF THE EQUIPMENT OR SERVICES OF GIBSON CONNECT THAT INFRINGES UPON ANY PATENT, TRADEMARK, TRADE SECRET, CONFIDENTIALITY, PRIVACY OR INTELLECTUAL PROPERTY OR CONTRACTUAL OR OTHER RIGHTS OF ONE OR MORE THIRD PARTIES. It is expressly understood that Gibson Connect shall have no liability for any damage to you or any other person claimed to have resulted from your use of the Services.

No Warranties. Gibson Connect makes no warranties, express or implied, including but not limited to, any implied warranties of merchantability, fitness for a particular purpose, title or non-infringement usage of trade, course of dealing or course of performance or any warranty that the service or the equipment will meet customer’s requirements. The Service and the Equipment are provided to you on an “as is” basis. The Service is not fail- safe and may be interrupted. The service is not designed or intended for use in situations in which an error or interruption could lead to injury to business, persons, property or the environment. Without limiting the foregoing, Gibson Connect does not warrant that the service will be without failure, delay, interruption, error, degradation of quality, or loss of content, data or information. Neither Gibson Connect nor its officers, directors, employees, contractors or any other service provider who furnishes services or products to customer in connection with these Terms & Conditions or the Service will be liable for unauthorized access to facilities, premises or equipment or for unauthorized access to, or alteration, theft or destruction of customer’s data or information regardless of whether such damage occurs as a result of negligence by Gibson Connect, its contractors or service providers. Statements and descriptions concerning the Service or Equipment, if any, by Gibson Connect or by Gibson Connect’s authorized representatives are informational and are not given as a warranty of any kind.

Parental Control. Many electronic devices include parental control features. Parental control features are the responsibility of the user of the services. We encourage parents to use this feature to block or filter video or internet information that may not be appropriate for minors. Gibson Connect does not provide additional parental control features.

Video Programming. You acknowledge that Gibson Connect has the right at any time to preempt without notice specific advertised programming and to substitute programming, which Gibson Connect deems to be comparable.

Customer Notice. You acknowledge receipt of Gibson Connect’s Annual Customer Notice upon installation of service as required by federal law and acknowledge that the Annual Customer Notice, as amended from time to time, is available on Gibson Connect’s website.

Wiring. In a single dwelling unit, all inside wiring is the customer’s property. In a multiple dwelling unit or a commercial premises, wiring is not the customer’s property unless purchased by the customer. Ownership of wiring begins twelve (12) inches from where the wiring enters the outside of the customer’s premise.

Survival. Certain obligations under these Terms & Conditions by their terms continue beyond termination of the Service including, but not limited to, provisions dealing with access to property, disclaimers of warranties, limitations of liability and indemnity. The termination, expiration or cancellation of Service under these Terms & Conditions shall in no way affect the survival of such obligations.

Assignment. This service agreement is non-assignable without the express written consent of Gibson Connect.

Miscellaneous. Except to the extent expressly modified by a commercial special contract between Gibson Connect and a commercial customer, these Terms & Conditions and any other documents incorporated by reference constitute the entire agreement and understanding between you and Gibson Connect with respect to Gibson Connect’s provision of the Services and related Equipment. They replace any and all prior written or verbal agreements. If any portion of this Agreement is held to be unenforceable, the unenforceable portion shall be construed in accordance with applicable law as nearly as possible to reflect the original intentions of the parties, and the remainder of the provisions shall remain in full force and effect. If Gibson Connect fails to insist upon or enforce strict performance of any provision of these Terms & Conditions, it shall not thereby waive any provision or right. neither the course of conduct between the parties nor trade practice shall modify these Terms and Conditions.

Gibson Connect reserves the right to modify the Terms and Conditions at any time. We will notify you of any material changes via written, electronic, or other means permitted by law, including by posting it on our website. If you find the changes unacceptable, you have the right to cancel the Services. If you continue to use the Services after receiving notice of such changes, we will consider that as your acceptance of the changes.

Effective January 1, 2019

Privacy Notice

Our Commitment to Privacy

Your privacy is important to us. To better protect your privacy, we provide this notice explaining our online information practices and the choices you can make about the way your information is collected and used. This Privacy Statement applies to this website, in addition to those sites accessed from a desktop, mobile devices and installed apps that provide a link to these terms (collectively, the "Web Sites"). Throughout this Privacy Statement, the words "you", "your", and "yours" refer to any person or entity using the Web Sites, and the words, "The Company", "we", "us", and "our(s)" refer to Gibson Electric Membership Corporation and one or more of its subsidiary companies.

Information Collection and Use

Users may be asked to provide certain personally-identifiable information that can be used to contact or identify them. Personally-identifiable information may include, but is not limited to, name, account number, mailing address, birth date, full or partial Social Security Number, phone number, email address, financial information, etc. ("Personal Information").

If you choose to use online customer services, including online payment services and product or service enrollment, you will be asked to provide Personal Information as appropriate and necessary for the online services you have selected. Failure to provide the requested information may preclude the delivery of the service or information requested. This information is voluntary and the user can opt-out of providing this information by simply not providing it as requested.

We cross-check the SSN provided with information already contained in our billing system to verify that an online user is, in fact, the individual associated with that account. This is a standard business precaution to ensure your privacy and security. Using positive identification helps protect you from fraudulent service requests and slamming.

Any such information will be used exclusively by us, our employees, suppliers, agents and any applicable third party service providers required to set up your service or needed to respond to your requests.

To verify the existence of the member’s electric service.
To communicate with the member and handle requests made by the member.
To compile research or statistical information that does not identify any member as an individual.
To contact members about our products or services.
To fulfill request by our members for information on other services.

Your personal information will not knowingly be shared with any other organization for commercial purposes. The Company limits access to information or documents that contain your Social Security Number and ensures - to the extent practicable - the confidentiality of your Social Security Number.

Mobile Platform

We may collect and record certain information such as your unique device ID, hardware type, the version of your operating system (“OS”) and your device name etc. This information is useful to us for troubleshooting and helps us understand usage trends.

How We Keep Your Information Secure

The Company takes reasonable security measures to keep your sensitive data on a secured server behind a firewall, transmitting sensitive information (such as a credit card number) entered on our site or mobile application using secure socket layer technology (SSL). Although we make good faith efforts to store the information collected in a secure operating environment that is not available to the public, we cannot guarantee the absolute security of that information during its transmission or its storage on our systems. Further, while we attempt to ensure the integrity and security of our network and systems, we cannot guarantee that our security measures will prevent third-party "hackers" from illegally obtaining access to this information. We do not warrant or represent that your information will be protected against, loss, misuse, or alteration by third parties.

Links to Other Sites

Our Web Sites may contain links to other sites, like Facebook and Twitter, not operated by The Company. If a user clicks on a third-party link, they will be directed to that third-party's site. It is strongly advised users review the Privacy Policy of every site visited.

Changes to the Policy

This Privacy Policy may be changed from time-to-time without notice. Any such changes will be posted to this website and will be available for your review. Any continued use of this website after a change has occurred will constitute your acceptance of such change.

Back Up Battery Policy

BACK UP BATTERY POLICY

Important Information Regarding Your Phone Service

Your Gibson Connect-provided GPON ONT is powered by plugging it into an electrical wall outlet. In the event of an electrical outage, your modem will not receive power, just like any other electrically powered device in your home. If this were to happen your Gibson Connect phone service, including any medical or security alert services, like E911, will not be available to you.

A backup battery is designed to provide temporary power to the phone modem in the event electrical power in your home or business is lost. The length of time that your phone will be available during a power outage depends on many variables, including, but not limited to, the following: (i) whether a backup battery remains properly installed; (ii) whether a backup battery is properly charged; (ii) the condition and age of a backup battery; and (iii) the amount of phone usage when the ONT is utilizing power from a backup battery.

It is your responsibility to provide, maintain, monitor, and/or replace a backup battery.

TAKE NOTE: If you have a medical alert system, or security equipment, you are strongly encouraged to utilize and maintain a battery back-up. Gibson Connect’s phone service is designed to be used on the premises in which service is installed. The equipment that we install in your home or business is the property of Gibson. In the event you relocate or disconnect service, you must return the unit/equipment to a Gibson Connect office or arrange for it to be picked up. If the unit/equipment is not returned, you will be subject to a one-time charge. You assume the risk of loss, theft, or damage to the equipment at all times prior to the removal of the units by Gibson Connect or return of the units by you.

You may purchase a backup battery as part of your Gibson Connect Phone Service installation. Please contact Customer Service at 844-859-6767 to learn more about the backup battery policy, including tips on how best to prepare for an electrical outage. Gibson Connect does not guarantee the performance of any backup battery.

The Gibson Connect installed Optical Network Terminal (ONT) includes a Battery Back Unit (BBU) option, which you may utilize by maintaining an active 12-volt battery in the BBU. With a fully-charged battery, the BBU will provide backup power for your basic voice services, including Emergency 911 dialing, for up to twenty-four (24) hours in the event of a commercial power failure. You are responsible for purchasing and/or replacing the battery in the BBU. We recommend you think about this battery check and replacement just like you would the batteries in your smoke detectors or emergency flashlights.

The BBU is installed at your location in an area where it can be easily monitored. The BBU is connected directly to the ONT to provide backup power if it's needed. In addition, the BBU contains a series of indicator lights that tell you whether your service is being powered by your location's electricity or the battery if one is installed. The BBU also indicates when the 12-volt battery needs to be replaced.

Know your Battery Backup Unit

Model: Cyber Power DTC36U12V3-G

Buttons:

Alarm Silence – Press to silence audible alarm. Permanently mute or temporarily silence with one-click.
Cold Start– Press once to reboot the ONT and get up to 1 hour of battery life for emergency phone calls. Once pushed, all remaining battery life will be used.

Lights:

System Status
1. 1. GREEN – Power Available
  2. RED – Power Not Available
2. DC
  1. RED – Battery needs to be replaced
3. Mute
  1. OFF – the device will sound alarms to alert you as normal
  2. YELLOW (blinking) – the device has been permanently muted & will not make any audible alert noises until unmuted.
4. Battery
  1. GREEN – normal operation
  2. BLINKING GREEN – system fault

BBU Audible Alarms
Should there be a problem with your BBU, an alarm will sound for 2 seconds and be silent for 58 seconds. This will be repeated until you press the Alarm Silence button. Once you do, be sure to check the lights on the BBU to find the issue. Below are the most common reasons for the alarm to sound:

On Battery – alarm to indicate that the device is now drawing power from the BBU rather than the wall outlet.
Low Battery – alarm is silenced after electrical power returns, the battery is fully discharged or removed from the BBU
Replace Battery – alarm is silenced when the battery is removed

How do I get a new or replacement battery?
Gibson Connect provides free replacement batteries only if:

Your battery was provided by Gibson Connect and it is still under the one-year warranty period.

Gibson Connect reserves the right to modify this Back Up Battery Policy at any time. We will notify you of any material changes via written, electronic, or other means permitted by law, including by posting it on our website. If you find the changes unacceptable, you have the right to cancel the Services. If you continue to use the Services after receiving notice of such changes, we will consider that as your acceptance of the changes.

Effective: July 25, 2018

Lifeline Program

Lifeline Info

What is Lifeline?

Gibson Connect knows the importance of having access to fast and reliable Internet in today’s world. That is why we are happy to partner with Lifeline – a federal program that provides up to a $9.25 monthly discount on phone or Internet service for qualifying customers - to offer qualifying low-income households the following package for $25 per month:

High-speed 25 Mbps (download and upload) Internet with no data caps
Fiber modem/router included
Professional-grade Wi-Fi included
No contracts required
No additional taxes, fees or surcharges
Late fees - Delinquent accounts will incur a 5% late fee when the account is not paid in full within 60 days of the date the bill is emailed.
Disconnection - Delinquent accounts will be disconnected when the account is not paid in full within 81 days of the date the bill is emailed.

You may only use Lifeline for either phone or Internet, but not both. A household may get a Lifeline discount from only one provider and it is a non-transferrable service. The federal Lifeline discount can also be applied to Gibson Connect's 250 Mbps and 1 Gbps service plans. Please note that consumers who willfully make false statements in order to obtain the benefit can be punished by fine or imprisonment and can be barred from the program.

Qualifications

You may qualify for a Lifeline discount based on one of the following qualifiers:

Income – You may be eligible for a Lifeline discount if your income is 135% or less than the federal poverty guidelines.
Participation in federal assistance programs – You may be eligible if you or one or more of your dependents are a recipient of benefits from the following federal assistance programs: Medicaid; Supplemental Nutrition Assistance Program; Supplemental Security Income; Federal Public Housing Assistance; or Veterans and Survivors Pension Benefit.

You can see if you are eligible by reviewing the information available at lifelinesupport.org (click "Do I Qualify?"). Customers who qualify for the Lifeline package will need to recertify their eligibility annually to maintain their Lifeline package offering. If you do not recertify your qualification within 60 days of notification, you will lose your Lifeline package eligibility.

How to apply

We offer several ways to apply for Lifeline services:

Go to www.checklifeline.org and apply online.
Print and fill out the Lifeline application and bring it and your proof of qualification (at right) to your local Gibson Electric Membership Corporation (Gibson EMC) member service center.
Visit your local Gibson EMC member service center to fill out a Lifeline application and provide your proof of qualification.
Call your local Gibson EMC member service center and request that a Lifeline application be mailed to you. Complete the application and send it and copies of your proof of qualification to: Gibson Connect Lifeline, 1207A S College St., Trenton, TN, 38382.

How to recertify

We offer several ways to recertify for Lifeline services:

Print and complete the recertification form and bring it to your local Gibson EMC member service center.
Visit your local Gibson EMC member service center to complete and submit a Lifeline recertification form.
Call your local Gibson EMC member service center and request that a Lifeline recertification form be mailed to you. Complete the recertification form and mail it and copies of your proof of qualification to: Gibson Connect Lifeline, 1207A S College St., Trenton, TN 38382. Do not mail us originals as they cannot be returned to you.

Determining your eligibility

Only one Lifeline discount is permitted per household. Complete the Lifeline household worksheet to confirm your eligibility. You also can request a Lifeline worksheet from a Gibson EMC member service center in person or by mailing the request to: Gibson Connect Lifeline, 1207A S College St., Trenton, TN, 38382.

Contact us

Phone: Please call 731-562-6003 during regular business hours.

Internet: Contact us here by email.

Mail: Gibson Connect Lifeline
1207A S College St.
Trenton, TN 38382

Affordable Connectivity Program

ACP

Affordable Connectivity Program

Gibson Connect is offering the Affordable Connectivity Program (ACP), a temporary FCC program to help connect families and households struggling to afford internet service. This new benefit will help families with challenges such as working from home, distance learning, telehealth services, or simply connecting digitally with loved ones. This program provides a temporary monthly discount on internet service for qualifying households.

Emergency Broadband Benefit recipients fully enrolled as of December 31, 2021 will automatically continue to receive their current monthly benefit until March 1, 2022. You can learn more about the program transition and steps you may need to take to stay enrolled after March 1st, by visiting fcc.gov/broadbandbenefit.

Please call 731-562-6000 and we'll be happy to answer your questions and help you get registered for the Affordable Connectivity Program.

Residential Products:

*$19.95 250 Mbps Internet - Blazing-fast internet access for email, web browsing, video streaming, and all your social media needs with equally fast uploads.

*$39.95 1 Gbps (1 Gig - 1,000 Mbps) Internet - Fastest internet available with speeds up to 100 times faster than DSL. Download HD movies in less than a minute.

What are the benefits?

Discount of up to $30 per month towards broadband service for eligible households;

Are you eligible?

Who Is Eligible for the Affordable Connectivity Program?

A household is eligible for the Affordable Connectivity Program if the household income is at or below 200% of the Federal Poverty Guidelines, or if a member of the household meets at least one of the criteria below:

Participates in certain assistance programs, such as SNAP, Medicaid, Federal Public Housing Assistance, SSI, WIC, or Lifeline;
Participates in Tribal specific programs, such as Bureau of Indian Affairs General Assistance, Tribal TANF, or Food Distribution Program on Indian Reservations;
Participates in the National School Lunch Program or the School Breakfast Program, including through the USDA Community Eligibility Provision;
Received a Federal Pell Grant during the current award year; or
Meets the eligibility criteria for a participating provider's existing low-income internet program.

To determine if you qualify for the Affordable Connectivity Program or to apply, go to https://www.fcc.gov/acp.

*Priced after Affordable Connectivity Program discount is applied.

Mobile App Privacy Policy

How Gibson Connect Collects Your Information

Gibson Connect collects and processes information provided directly by you when you install the App and register for an account to use the App. Specifically, this information includes:

Your name, email address, location, user’s phone or contact book data, user’s inventory of installed apps, and user’s screen recording;
Browser information and session cookies related to your access and use of the App;
Data insights Gibson Connect attains based on correlation and analytics of your information collected in providing the App, which may be used in aggregated and dis-aggregated formats or to obtain trend analytics, to provide the App; and
Use of the above-described collected information in aggregated and dis-aggregated formats to enhance our current App or to provide App features.

How Gibson Connect Uses the Information

Gibson Connect uses the information collected as described in this Privacy Policy, including personal information, to:

Provide you with the App as described in the Agreement;
Implement, improve and/or enhance the App, including to make future releases available to you;
Carry out Gibson Connect obligations as described or authorized in the Agreement and this Privacy Policy;
Enforce Gibson Connect rights arising from the Agreement between you and Gibson Connect; and
Fulfill any other purpose authorized by you and reasonably required for the App.

This privacy policy is applicable to mobile app users only.

SmartTown Terms and Conditions

Gibson Connect is pleased to make various community Wi-Fi products, also known as SmartTown, available to Gibson Connect subscribers and other authorized users.

Your use of any SmartTown Wi-Fi Service is your acknowledgment that you have read and agreed to these Terms.

Use of Service: You agree not to use the service for any illegal or unauthorized purpose, including but not limited to accessing or transmitting any material that is unlawful, threatening, abusive, harassing, defamatory, obscene, or otherwise objectionable.
Security: While Gibson Connect takes reasonable measures to secure its Wi-Fi service, it cannot guarantee the security of your data transmitted over the Wi-Fi network. By using the service, you acknowledge and accept the inherent security risks associated with wireless communications.
Usage Limits: Gibson Connect reserves the right to limit or restrict your access to the SmartTown Wi-Fi service at any time, without prior notice, for any reason, including but not limited to excessive bandwidth usage, abusive behavior, or violation of these Terms and Conditions.
No Warranty: The Cascade SmartTown Wi-Fi service is provided on an "as is" and "as available" basis without any warranties of any kind, express or implied. Gibson Connect makes no warranties or representations regarding the availability, reliability, or accuracy of the service.
Limitation of Liability: To the fullest extent permitted by applicable law, Gibson Connect shall not be liable for any direct, indirect, incidental, special, or consequential damages arising out of or in any way connected with your use of SmartTown Wi-Fi service, including but not limited to, damages for loss of profits, goodwill, use, data, or other intangible losses.
Modification of Terms: Gibson Connect reserves the right to modify or update these Terms and Conditions at any time without prior notice. Your continued use of the SmartTown Wi-Fi service after any such changes constitutes your acceptance of the new Terms and Conditions.

In order to access SmartTown Wi-Fi, you must follow the procedure set by Gibson Connect at its absolute and sole discretion. You acknowledge and agree that you will be responsible for all activities during any session using SmartTown Wi-Fi. You may not provide any third party with your credentials for the purpose of accessing SmartTown Wi-Fi. You may use SmartTown Wi-Fi solely for your own lawful personal purposes in accordance with the applicable Gibson Connect Terms. You may not in any way distribute, resell, or otherwise provide third parties with access to or use of SmartTown Wi-Fi. In the event you become aware of any unauthorized use of SmartTown Wi-Fi or any other security breach (including but not limited to third-party use of your Gibson Connect ID and password), you agree to immediately notify us. You agree that your use of the SmartTown Wi-Fi may be terminated or suspended by Gibson Connect or its technology partners at any time and for any reason.

Performance of Cascade SmartTown Wi-Fi Services

In order to use SmartTown Wi-Fi, you must have a Wi-Fi-capable device that:

meets U.S. and other applicable technical standards;
renders web pages in a standard HTML browser application;
runs the IP protocol; and
is configured to obtain web addresses automatically.

The Wi-Fi device must be in close enough proximity to the SmartTown Wi-Fi wireless access points to achieve connectivity with the SmartTown Wi-Fi.

Actual SmartTown Wi-Fi coverage, locations, and quality may vary.

transmission and download speed and accuracy;
network congestion;
performance, configuration, and functionality of your Wi-Fi devices and wireless cards (including, but not limited to memory, storage and other limitations);
physical obstructions and distances between your Wi-Fi device and the Connected Community Wi-Fi availability of electric power;
collocation failures;
transmission and equipment limitations, failures, maintenance, or repair; and
user error

In order to maintain acceptable levels of service for all SmartTown Wi-Fi users and to improve this service, we reserve the right to monitor the use of SmartTown Wi-Fi and to make such adjustments to the use of such services as necessary to maximize the benefit and enjoyment for all SmartTown Wi-Fi users. Additionally, the SmartTown Wi-Fi service may use automated processes to monitor and scan communications over the SmartTown Wi-Fi in order to maintain and provide services, improve your experience, ensure the integrity of your communications, convey messages related to your account, deliver relevant advertising and for various other purposes related to the provision of SmartTown Services. SmartTown Wi-Fi and Gibson Connect SmartTown Wi-Fi may allow you to automatically connect to hotspots after you register a compatible mobile device. Thereafter, a properly pre-registered mobile device will automatically connect when in range of a SmartTown Wi-Fi hotspot using the provisioned credentials.

We urge you to review these Terms periodically so that you will be aware of any modifications. We also urge you to review our additional Forms/Notices/Terms.

If you have any questions or concerns about these Terms and Conditions, please contact Gibson Connect at support@gibsonconnect.com.

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Residential Products:

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Are you eligible?

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