Network Management FAQ

What is network management?
Network management is the reasonable and nondiscriminatory enforcement of network usage policies and the management of bandwidth use and capacity. Network management includes congestion- and security-protocol management. While maintaining its network, Hargray is also promoting the dynamic benefits of an open and accessible Internet. So, the broadband experience of Hargray’s customers will generally not be impacted by the industry-standard network management techniques used by Hargray.

Which parts of the network does Hargray manage?
Hargray manages only the portion of the network that begins on the outside of the customer’s home up to the point where the Internet traffic is handed off to the public network. Hargray does not control the equipment inside the customer premise, such as routers, computers, application software and inside wire, which can affect the performance of the broadband service. Hargray also does not control the operation of specific websites that may slow down during busy periods or the overall performance of the public Internet.

Why does Hargray manage its network?
Hargray manages its network in order to provide the ultimate broadband Internet service to its customers. Hargray acknowledges that bandwidth and network resources are not infinite and must be reasonably confined. In order to bring you the best possible broadband Internet experience, Hargray enforces network management policies that limit network congestion and delay while ensuring that all Internet content is treated equally and is not unlawfully blocked or degraded. Hargray’s network management practices are intended to protect the network and Hargray’s customers from network congestion, threats to the network, security attacks, viruses and spam. Hargray manages its network in a way that is transparent and nondiscriminatory.

How does Hargray manage its network?
Hargray has policies in place to ensure that customers are able to access the lawful Internet content of their choice and run the Internet applications of their choice, and to promote the continued development of the Internet. Hargray’s network management practices are nondiscriminatory, application-neutral and minimally intrusive. Hargray may use one or more of the following industry-standard techniques to manage its network. This list is not exhaustive:

  1. Monitoring the network to identify congestion, security breaches, malware or damage to the network
  2. Rerouting Internet traffic to relieve congestion
  3. Additions or upgrades to increase network capacity
  4. Enforcement of Acceptable Use Policy, Terms and Conditions of Service and/or Service Agreements against customers abusing the network
  5. Using security protocols to ensure authentication of customers
  6. Providing resources to customers for identifying and reporting spam, viruses, firewall issues and phishing schemes
  7. Filtering spam
  8. Preventing viruses from harming the network
  9. Thwarting denial-of-service attacks

Network management practices are a necessity to guard against harmful threats to the network, such as network congestion, security attacks, excessive spam and viruses. Reasonable network management practices ensure that you will have the best possible broadband Internet experience.

Will Hargray’s network management impact my online experience?
Hargray uses reasonable network management tools and practices that are minimally intrusive to its customers and are consistent with industry standards. In accordance with Hargray’s policies, Terms and Conditions for Service, Broadband Internet Acceptable Use Policy (“AUP”) and the Internet Service Agreement, customers have agreed to comply with all current bandwidth, data storage and other limitations on Hargray’s Broadband Internet services. Thus, Hargray’s tools and practices will generally impact only users who have violated the terms of Hargray’s policies, AUP, Terms and Conditions for Service, or the Internet Service Agreement.

What can I expect if I am in violation of Hargray’s policies, Terms and Conditions of Service, the Broadband Internet AUP or the Internet Service Agreement?
If you, the customer, are in violation of any of the foregoing, the impact to your online experience may include, but will not necessarily be limited to, any one or all of the following:

  1. Notification by Hargray that you are in violation of the company’s policies, terms and conditions, or agreement and given a reasonable timeframe in which to take corrective action
  2. Removal or blockage of material that has resulted in the violation, including, but not limited to, illegal content
  3. Suspension or delay of the delivery of email if deemed excessive
  4. Filtering of Internet transmissions
  5. Suspension or termination of your Broadband Internet service account

Customers could also experience longer download or upload times or slower Web surfing.

Will I be suspended from the network if I use certain applications?
Hargrays reasonable network management tools and practices do not discriminate between applications. They are application-agnostic. Thus, Hargray will not manage its network congestion or security protocols based on applications being used by its customers on the Hargrays broadband Internet service. Hargrays network management is based on current network conditions and the aggregate amount of bandwidth being used by customers.

How will I know if my account is suspended because of a violation of Hargray’s policies, Broadband Internet AUP, Terms and Conditions of Service, or Service Agreement?
Generally, you will have received a notification from Hargray that you have committed a violation and would have been given a period of time during which to take corrective action. If, however, your violation persists, you will discover that you are unable to access the Internet through Hargray’s Broadband Internet service. You will be unable to surf the Web or conduct online activities.

What should I do if my account is suspended?
If your account is suspended, you should contact Hargray and follow Hargray’s instructions for reinstating service.

Does Hargray discriminate against particular types of applications or content?
No. Hargray does not manage its network based on protocols, activities or applications that a customer uses. Rather, Hargray’s network management practices focus on current network conditions and the aggregate amount of bandwidth being used by customers.