Open Internet Policy

Life Wireless Broadband Information

Life Wireless (we, us) strives to provide our customers (you) with a fast, reliable, and open experience when using our broadband service. To help keep customers informed about our mass market broadband Internet access services, this disclosure describes the mass market wireless broadband Internet access services we offer.

In this statement, we provide information about the network practices, performance characteristics, and commercial terms applicable to our mass market mobile broadband Internet access services, consistent with the Federal Communications Commission's (FCC's) Open Internet Rules. This information should help customers make informed choices about how to use those services, and will assist providers of Internet applications, content and services in developing, marketing and maintaining their Internet offerings. We encourage mass market customers and other users of our network to familiarize themselves with this information, and to provide us with feedback about our mass market broadband Internet access services so that we can continue to provide an excellent experience.

Nothing in this document changes your rights and obligations, or ours, under our Terms of Service https://www.lifewireless.com/main/tac associated with the applicable products or Privacy Policy https://www.lifewireless.com/main/privacy. This document and the information contained in it are provided for informational purposes only and may be changed at any time, without notice.


Underlying Networks

  • Cellular Data: As a Mobile Virtual Network Operator (MVNO), we provide broadband service using the facilities of our underlying carrier, a leading nationwide wireless provider (Underlying Carrier). As a result, while we have some control over aspects of your service, we do not actively manage the broadband network that you use to receive broadband from us. Our Underlying Carrier ultimately controls the facilities through which your broadband transmissions travel
  • Premium Wi-Fi: In addition to the broadband we provide through our Underlying Carrier, your service offering may offer access to Premium Wi-Fi, a mobile service provided by iPass Inc. (iPass) that will enable you to access a nationwide network of millions of Wi-Fi hotspots. We do not own or control these Wi-Fi hotspots, or the management of the networks to which they are connected. Premium Wi-Fi is subject to the terms and conditions, privacy policy, and acceptable use policy of iPass, located here: https://www.ipass.com/ipass-terms-and-conditions/. In order to use Premium Wi-Fi, you must consent to the iPass terms and conditions.

Network Practices

How does Life Wireless manage congestion with respect to its mass market broadband Internet access services?

Life Wireless, through its Underlying Carrier which owns and operates the network Life Wireless uses to provide service, strives to provide a high-quality Internet experience for all of our customers. Like the other networks that make up the Internet, the network of our Underlying Carrier is a shared network, which means that the transmission links and other network resources used to provide broadband services are shared among Life Wireless subscribers and other users of our Underlying Carrier’s network. Our Underlying Carrier manages its network for the benefit of all users based on a variety of factors, and its technical expertise. Nonetheless, temporary congestion may occur when a large number of customers in a concentrated area access the network at the same time or when some customers consume a very large amount of network capacity during busy periods, such as at stadium events, during peak usage times, or during planned network maintenance.

With the ever increasing growth in smart phone and tablet usage on our networks, and the growing prevalence of video downloads, our Underlying Carrier has deployed a reasonable network management video optimization technique in its mobile data network. That technique delivers recorded video to the user's device in a "just in time" fashion ("Buffer Tuning"). Buffer Tuning only applies to internet browser traffic (HTTP, port 80) for recorded video downloads, regardless of the source, and does not affect real-time streaming video. Without Buffer Tuning, video content may be completely delivered to the device and charged against the user's data plan regardless of whether it is viewed. With Buffer Tuning, a sufficient amount of video is delivered to the device so that the user can start viewing the video, and the remainder of the video is delivered just in time to the device as needed for uninterrupted viewing. This optimizes the user's data plan consumption. Additionally, this frees up network resources for all users. Buffer Tuning does not alter video content and should not directly introduce any adverse impact to the viewing experience.

Does Life Wireless limit data usage? Does Life Wireless provide any tools to help customers monitor and control their data usage?

Life Wireless offers prepaid plans with pre-established allotments of data, with opportunities to purchase additional data allotments as top-ups. Top-ups are provided using the PureTalk USA and Pure Unlimited brands, by Puretalk Holdings, LLC, an affiliate of Life Wireless.

Customers may view their remaining data by using our online portal or by calling customer service.

Does Life Wireless favor certain Internet applications by blocking, throttling or modifying particular protocols on its broadband Internet access service?

No, Life Wireless does not favor certain Internet applications by blocking, throttling or modifying particular protocols, protocol ports, or protocol fields in ways not prescribed by the protocol standards, subject to reasonable network management. In response to a specific security threat against our network or our customers, we or our Underlying Carrier may occasionally need to limit the flow of traffic from certain locations or take other appropriate actions.

Our Underlying Carrier participates in the Copyright Alert System, which was created pursuant to an agreement amongst the Motion Picture Association of America (MPAA), the Recording Industry Association of America (RIAA), and many of the nation’s leading Internet Service Providers (ISPs) and is administered by the Center for Copyright Information (CCI) - www.copyrightinformation.org. The program was established to respond to alleged copyright infringement activities using peer-to-peer file sharing, and attempts to educate customers about the importance of protecting copyright and lawful use of content available over the Internet. Under the program, content owners may notify our Underlying Carrier of alleged copyright infringement based on the IP address of a user. Our Underlying Carrier will then pass the request to us, and then we will attempt to identify a subscriber account based on that IP address and forward a copyright alert to the subscriber account, advising the account holder of the allegation and providing information about online copyright infringement. If a subscriber receives additional alerts, we may temporarily redirect the account holder’s broadband Internet access service to a webpage where the account holder must review material on the importance of copyright and the lawful use of content available over the Internet. Upon completion of this review, such redirection will be discontinued and the subscriber’s service will be restored to normal. Account holders’ personally identifiable information is protected throughout this process — we will not provide such information to content owners unless required to do so by court order.

What practices has Life Wireless adopted to manage network security?

As a reseller, Life Wireless does not have the ability to manage the security of its Underlying Carrier's network. However, our Underlying Carrier proactively monitors network activity to help guard against a wide range of security threats, including viruses, botnets, worms, distributed denial of service attacks, SPAM, and other harmful activity. We encourage customers to adopt their own reasonable security practices.

We use a variety of network tools to monitor network activity and health to maintain its stability and functionality, to protect the network against threats, and for other operational purposes. We store the information we gather through this monitoring for only as long as we have a business purpose to maintain it. Our Privacy Policy describes how we collect, use and share this information. You can view our Privacy Policy at https://www.lifewireless.com/main/privacy.

If we detect a security threat, our Underlying Carrier typically will attempt to isolate the threat and minimize the impact to network service. They may use a variety of security measures to protect the network, including blocking malicious or unlawful traffic, redirecting the flow of traffic over some portions of our network, or taking other actions to address the threat. For example, as described in more detail below, they block certain ports that transfer malicious or disruptive traffic. They also attempt to limit actions to the specific portions of our network or customer base impacted by the security threat and only for as long as necessary to mitigate the threat.

Our Underlying Carrier may scan or analyze network addresses that are registered through the carrier, including addresses that may have been delegated to customers, and/or routes that originate from underlying-carrier-provided networks to detect vulnerabilities that might be used to compromise our Underlying Carrier or customer assets or might be used in attacks against others. In doing so, they seek to avoid disrupting network service to customers. We and they may use information derived from these activities to identify and address security issues or to notify customers of issues.

As noted above, our Underlying Carrier blocks certain ports that transfer malicious or disruptive traffic to protect our customers and its network (such as ports 0, 19, 25, 68, 123, 135, 139, 445, 520, and 1900). They may block additional ports in the future based upon threat assessments.

Our Premium Wi-Fi provider, iPass, has taken steps to promote the security of Premium Wi-Fi connections, including through the use of last-mile virtual private networks (VPNs). However, neither we nor iPass can guarantee the security of Wi-Fi networks. You can learn more about iPass's network security procedures here: https://www.ipass.com.

Does Life Wireless restrict the types of devices that customers can use with its mass market broadband Internet access services?

Life Wireless customers may attach 3G- or 4G-capable devices of their choice to our mobile broadband Internet access services, so long as the devices are FCC-approved, are compatible with the technology used in our Underlying Carrier's network, and do not harm the network or other users. Note: Our Underlying Carrier is sunsetting its 2G network, and as a result Life Wireless will be phasing out support for 2G-only capable devices at the end of 2016.


Performance Characteristics

What factors affect the performance of my mass market broadband Internet access service?

Life Wireless offers mass market broadband Internet access service options via cellular data and Premium Wi-Fi, each of which may have a different service capability speed. The term speed is commonly used as a shorthand way to describe the capacity at which a particular mass market broadband Internet access service can transmit data. This capacity is typically measured in the number of kilobits, megabits or gigabits that can be transmitted in one second (Kbps, Mbps or Gbps). Some applications, like a short email without attachments or basic web browsing, do not require high service capability speeds to function optimally. Other activities, like transferring large data files, can be performed faster with higher-speed services. Your service capability speed may not be suitable for some applications, particularly those involving real-time or near real-time, high-bandwidth uses such as streaming video or video conferencing.

Because service performance varies on an end-to-end basis, Life Wireless's service capability speeds are limited to, and measured between, your location and a point on its Underlying Carrier’s network, which constitutes only one segment of the end-to-end transmission path connecting your location to Internet websites or content providers. End-to-end performance of your service depends on a variety of factors, many of which are outside of our control, including: the number of subscribers simultaneously using the network; customer location; destination and traffic on the Internet; Wi-Fi connectivity; the capabilities and performance of your Local Area Network (LAN); interference with high frequency spectrum on your telephone line; wiring inside your premises, office or apartment; the capacity or performance of your devices or modem; the server with which you are communicating; internal network management factors (including overhead, which refers to the various control and signaling data required to achieve the reliable transmission of Internet access data); and the networks you and others are using when communicating.

Although our Underlying Carrier engineers its network to accommodate all users and user types based on a variety of factors, including average and anticipated peak usage of the network, many factors cannot be anticipated or are outside of our and our Underlying Carrier's control. These factors can impact the availability of network resources for mass market broadband Internet access services at any particular time. Consequently, we cannot guarantee the performance of your service on an end-to-end basis.

Additional service-specific limitations:

  • Mobile Services. Service performance may be affected by your proximity to a cell site, the capacity of the cell site, the number of other users connected to the same cell site and the services they are using, the surrounding terrain, use inside a building or a moving vehicle, radio frequency interference, the capabilities of your device, applicable network management practices as discussed above, and the applications you use. In addition, our Underlying Carrier has designed its wireless services to provide our customers with a high-quality voice experience during simultaneous voice and data sessions, which may affect data performance, including but not limited to a temporary reduction in speed to minimize the likelihood of dropped calls. For more information about network coverage, visit: https://www.lifewireless.com/main/coverage.
  • Wi-Fi Services. You may access Wi-Fi hotspots in one of two ways: either through our Premium Wi-Fi service or independent Wi-Fi connections. Service performance may be affected by your proximity to a Wi-Fi hot spot, the capacity of the Wi-Fi equipment at the hot spot, the number of other users connected to the same site, the composition of the building where the hot spot is located (wood, concrete, etc.), radio frequency interference, the capabilities of your Wi-Fi capable device, the Internet connection to the Wi-Fi hot spot, per-user bandwidth limits used to provide fair Internet access at a hot spot, and speed tier options made available at the hot spot. For more information about Premium Wi-Fi coverage, visit: http://hotspot-finder.ipass.com/. Where Wi-Fi is offered by a business premises to its patrons, it is common practice that the Internet access is shared between both the business’ patrons and the business’ operational traffic. In some instances, business operational traffic may be prioritized to minimize the potential impact on critical communications, such as credit card processing. This prioritization may intermittently impact the speed available.

Where can I find information about the speed and latency of my mass market broadband Internet access service?

Because many different factors can affect the performance of your mass market broadband Internet access service, neither we, our Underlying Carrier, nor our Premium Wi-Fi provider guarantee specific levels of speed or latency for our mass market broadband Internet access services. We each strive to manage our networks to provide you optimal performance. The performance you can expect to receive from the mass market broadband Internet access services we offer is described below.

Speed:

  • Mobile Service. Life Wireless does not offer mass market mobile broadband Internet access service in different speed tiers, nor do we guarantee particular speeds. Speeds available on our mass market mobile broadband Internet access service are affected by many different factors that can impact wireless network performance as discussed above. Based on our Underlying Carrier’s analysis of independent third party testing of actual network performance, we expect customers typically will experience the following speeds, subject to location, device, and other factors as discussed above:
  • Technology Download (in Mbps) Upload (in Mbps)
    3G .5 to 3 .5 to 1
    4G 2 to 6 .8 to 1
    4G LTE 5 to 20 3 to 10
  • Premium Wi-Fi Service. Premium Wi-Fi broadband Internet access service enables you to access the Internet from a network of millions of participating Wi-Fi hotspots. Connections to these hotspots are subject to the many different factors discussed above that can affect network performance. Premium Wi-Fi service generally supports the IEEE 802.11n/ac standard, with some locations also supporting the IEEE 802.11a/b/g standard. Although the IEEE 802.11 a/b/g/n/ac standards have theoretical maximum speeds ranging from over 10 Mbps to over a gigabit per second, actual Wi-Fi service speeds will be substantially lower than the theoretical maximum speeds which describe the physical throughput rate including Wi-Fi protocol communications; the result is that the theoretical maximum speed you can receive is 40%-50% of the quoted Wi-Fi standard speed. In addition to the factors discussed above, the actual speed you experience over Wi-Fi will depend in part on the speed of the connection between the Wi-Fi hotspot you are accessing and the destination you want to reach on the Internet, which may be significantly below the theoretical maximum speed of the service. For more information about our mass market Premium Wi-Fi broadband Internet access services, please visit: https://www.ipass.com/unlimited-terms/.

Latency

Latency, also known as delay, is the amount of time from when a data packet is sent to when it is received. For mass market broadband Internet access services, latency is usually expressed as the round-trip time in milliseconds (ms) that it takes for a data packet to travel between two end points on the Internet (from point A to point B and then back to point A). Some applications, such as email, can tolerate a substantial amount of latency without any noticeable impact on the application's performance. Other applications, such as real-time video conferencing, require lower latency to function properly. End-to-end latency reflects the cumulative effect of the individual latencies that occur along the end-to-end network path.

Though latencies can vary due to several factors, including some beyond our control, our mass market broadband Internet access service customers can typically expect the following round-trip latencies when accessing the Internet:

  • Mobile Service:
    Technology Time in milliseconds
    3G 107 to 223
    4G 85 to 166
    4G LTE 57 to 95
  • Wi-Fi Service: approximately 10 to 250 milliseconds

Commercial Terms

Where can I find the prices and other fees that apply to Life Wireless’s mass market broadband Internet access services?

Descriptions of the prices and fees applicable to our mass market broadband Internet access services are available on our website. For more information, please see the following:

Rates and Data Plan Pricing Information: https://www.lifewireless.com/main/buypins

Early Termination Fees: None

Where can I find the Terms of Service and the Acceptable Use Policy that apply to Life Wireless's mass market broadband Internet access services?

The Terms of Service and Acceptable Use Policy applicable to our mass market broadband Internet access services are available on our website at the following link: https://www.lifewireless.com/main/tac.

Does Life Wireless have a privacy policy for its mass market broadband Internet access services?

Yes. Life Wireless takes our customers' privacy very seriously. We have a comprehensive Privacy Policy that applies to all uses of our products and services and identifies and describes the way we collect, use, share, and protect customer information. You can view our Privacy Policy at https://www.lifewireless.com/main/privacy.

Where can I get assistance if I have a concern or need more information about my Life Wireless broadband Internet access service?

If you have questions or concerns about your mass market Life Wireless broadband Internet access service, please contact us at:

E-mail: info@lifewireless.com

Phone: 1-888-543-3620

Last updated: November 10, 2016.

To obtain Life Wireless service potential subscribers must meet certain eligibility requirements such as receiving governmental assistance or a household income that is 135% or below Federal Poverty guidelines for a household of that size, or the percentage guideline for your state. The specifics of what determines a potential subscriber's eligibility are specific to each state. Life Wireless service is limited to one per household, and cannot be combined with any other LifeLine offering.