Billing and Usage Policies

Colorado Central Telecom’s policies keep our network strong and our customers informed.

We want our customers to fully enjoy their internet and voice service. We also want to be transparent about the usage policies needed to protect our network, and the billing policies applicable to all accounts.

By using our services, you agree to our policies. As such, we suggest all customers familiarize themselves with our policies before signing up for service.

 

Acceptable Use Policy

Thank you for choosing Colorado Central Telecom’s internet service. Our acceptable use policy has been designed to protect our network, customers and the broader community from inappropriate, illegal or otherwise objectionable activities.

We recommend reading this policy prior to accessing our internet service, as well as familiarizing yourself with our Terms of Service and other policies. Our policies, including the acceptable use policy listed below, will be updated periodically.

By using our service, you agree to the terms of this policy. All other users of your service must also agree.

We require all Colorado Central Telecom customers to comply with this acceptable use policy. Furthermore, we reserve the right to immediately suspend or terminate service if policy terms are violated.

If you do not agree to these terms, please contact customer care at 719-937-7700 ext. 1 to cancel your service.

Please note that in addition to the policies listed below, you are solely responsible for any information transmitted from your account. You may be held responsible for any misuse occurring through your account or IP address, even if the misuse was inadvertent.

To that end, you are also responsible taking security precautions to protect against internet threats such as viruses, spam, Trojan botnets and other malicious intrusions.

We recommend all clients take precautions to prevent others from gaining unauthorized access, and suggest all clients to password-protect their Wi-Fi connection.

Colorado Central Telecom’s internet service may not be used in a manner that violates local, state, federal or international laws, orders or regulations.

Additionally, the service may not be used to:

  • Harm minors, including hosting, possessing, distributing or transmitting child pornography or other unlawful material.
  • Facilitate pyramid schemes or other illegal solicitation scams.
  • Take part in any fraudulent activities, including impersonating another person, entity or forging another’s signature.
  • Stalk, harass, invade privacy or otherwise violate the rights of others.
  • Collect or store personal data about other users.
  • Send unsolicited bulk commercial email
  • Violate intellectual property rights.
  • Use residential service for commercial purposes. Using residential services for commercial purposes is a violation of policy and may result in service termination. To establish a commercial account, please call customer care at 719-937-7700 ext. 1.
  • Connect unauthorized third-party devices. Please note that third-party routers may be unable to access the Colorado Central Telecom network until the router can be authorized or authenticated after first connecting. This may result in being redirected to our walled garden. If you want to add a router to the Colorado Central Telecom network, please contact technical support at 719-937-7700 ext. 3.
  • Distribute content that is illegal, threatening, abusive, libelous, slanderous, defamatory, promotes violence or is otherwise deemed objectionable.
  • Interfere with other’s ability to use their internet service, including the intentional distribution of viruses, worms, Trojan horses, corrupted files, hoaxes and other items of a destructive or deceptive nature.
  • Disrupt service in any manner, including denial of service attacks, network flooding or attempts to crash a host.
  • Otherwise degrade quality of service or impede Colorado Central Telecom’s network.
  • Gain unauthorized access to another person’s computer, software or data.
  • Use or distribute tools for compromising security, such as password guessing programs, cracking tools, packet sniffers or network probing tools.
  • Modify equipment connected to Colorado Central Telecom’s network to commit theft of the service. We may notify law enforcement if any such theft or fraud occurs.
  • Make your services available to anyone outside the property to which the internet is delivered, except with the explicit permission of Colorado Central Telecom. Exceptions include authorized repeater sites.
  • Resell or redistribute the service to a third party.
  • Modify the MAC address of any modem connected to the Colorado Central Telecom network.
  • Use an IP address not assigned to you by Colorado Central Telecom.
  • Access or use the Service with an IP address other than the dynamic Internet Protocol (“IP”) address assigned to you which adheres to dynamic host configuration protocol (“DHCP”). You may not configure the Service or any related equipment to access or use a static IP address or use any protocol other than DHCP.
  • Reference Colorado Central Telecom in an unsolicited email, or list a Colorado Central Telecom network IP address in an unsolicited email.
  • Imply that Colorado Central Telecom is the sponsor of any unsolicited email even if that email is not sent through the Colorado Central Telecom network.
  • Forge, alter or otherwise tamper with Colorado Central Telecom communications for malicious purposes.
  • Violate any other Colorado Central Telecom policy or guideline.

For any questions regarding this policy, violation complaints or cancellation notices, please contact Colorado Central Telecom at billing@coloradocentraltelecom.com or call 719-937-7700 ext. 1.

 

Billing Policy

We appreciate your support of Colorado Central Telecom. Our goal is always to be fair and transparent with our customers. The following policies detail standard protocol for all billing-related matters, including vacation mode, changes to rate plans and delinquent payments. Please address all billing-related questions to 719-937-7700 ext. 1 or billing@coloradocentraltelecom.com.

Billing cycles and statements

  • Each client’s monthly due date is tied to their install date. For example, service installed on November 4 will have a monthly due date of the 4th.
  • All statements, receipts, late notices and other communications are sent by email. Colorado Central Telecom does not provide physical statements.
  • Statements are emailed to clients 10 days before their regular monthly due date. Statements are generated for the upcoming billing cycle, not the prior billing cycle.
  • Service is billed in monthly increments. Clients must place requests to cancel service or move to vacation mode before their regular monthly due date to avoid paying for service they will not be using. Refunds or credits will not be issued for partial months of service. However, clients may leave service active through the end of their billing cycle.

Payment methods

  • Colorado Central Telecom currently accepts payment by check, credit card or cash. ECheck payments are not accepted at this time.

Plan changes, vacation mode and cancellation

  • Clients may change their monthly plan at any time, but refunds will not be issued for downgrades. Prorated charges will be applied to upgrades processed before a client’s regular bill due date.
  • Clients on vacation mode may reactivate service before their regular billing cycle begins, but a prorated amount for early reactivation may apply. Clients will be charged a minimum amount equivalent to one month of service. 
  • Non-contract clients may cancel service at any time without being charged an early termination fee.
  • Cancellation requests must be submitted ahead of the upcoming billing cycle. Refunds will not be issued for cancelling in the middle of a billing cycle, but clients will have the option to leave service active through the end of the billing cycle.
  • Equipment may be removed from locations where service has been cancelled or terminated for nonpayment. Client agrees to allow Colorado Central Telecom necessary access to remove equipment following cancellation.

Termination for nonpayment

  • Service may be terminated for nonpayment if payment is not received within 30 days after the due date. A $10 reconnection fee will be assessed to reinstate any service terminated for nonpayment. Clients must pay past due amount, late fees and reconnection fee before service will be reinstated.
  • Late fees up to 10 percent will be assessed against all balances more than 20 days overdue.
  • Equipment may be removed from locations where service has been cancelled or terminated for nonpayment. Client agrees to allow Colorado Central Telecom necessary access to remove equipment following cancellation.

Equipment

  • Colorado Central Telecom retains ownership of customer premises equipment, including the radio, dish and Power Over Ethernet box. As such, Colorado Central Telecom will cover repairs due to equipment failure. All other repairs will be billed to the client, including repairs for damage caused by animals or lightning strikes. The standard service call fee is $80.
  • All clients must plug their Power Over Ethernet box and router into a surge protector. Clients will be charged for equipment damage caused by a missing surge protector.
  • All clients provided with a router by Colorado Central Telecom will be enrolled in Wi-Fi First Aid at a charge of $5 per month. Clients may opt out of Wi-Fi First Aid, but will have to return the router before the opt out is effective and Wi-Fi First Aid billing ceases.
  • Please note that third-party routers may be unable to access the Colorado Central Telecom network until the router can be authorized or authenticated after first connecting. This may result in being redirected to our walled garden. If you want to add a router to the Colorado Central Telecom network, please contact technical support at 719-937-7700 ext. 3.

Reactivation and prewire

  • A $25 reactivation fee will apply to reinstate service at locations with a preexisting installation. If a service call is needed to reactivate service – for instance, the previous tenant ripped out the cabling – the customer must pay up to $80 for repairs.
  • A $100 fee will apply to prewire homes during the construction phase. Prewires can only be done when the walls are open for electrical work.
CPNI Notice

Colorado Central Telecom does not share your information. However, we need to officially inform you of that to fulfill federal requirements.

The Federal Communications Commission requires us to post our Customer Proprietary Network Information (CPNI) policy. Federal law defines CPNI as follows:

Customer Proprietary Network Information (CPNI) is information that relates to the quantity, technical configuration, type, destination, location, and amount of use of a telecommunications service, subscribed to by any customer of a telecommunications carrier, and that is made available to the carrier by the customer solely by virtue of the carrier- customer relationship;” 47 U.S.C. § 222(h)(1)(A); see also 47 C.F.R. § 64.2003. 

In plain English, it’s the networking information generated when you use internet or VoIP service.

Some examples of CPNI information include the types of telecommunications services you currently purchase, how you use them, and the billing information related to those services. That encompasses items such as local and long-distance calls, and your fixed wireless internet service.

Other information related to how the Internet operates, information that web pages use, etc. may or may not be considered CPNI because the FCC has changed the classification of broadband. That determination is currently on appeal in federal court.

Colorado Central Telecom takes your privacy seriously.  Under federal law, broadband providers who offer VoIP and any telecommunications carrier that receives or obtains CPNI as a result of the operation of its network must take reasonable measures to protect that information from unauthorized disclosure.

Colorado Central Telecom is allowed to use CPNI for billing, providing service, 911 calls and to comply with court-ordered information requests. We are permitted to disclose CPNI information to our customers of record and to persons that our customers have authorized to receive this information.

If someone calls and requests your CPNI information and we have no authorization for that person, then we cannot provide the information to them.

Beyond that, Colorado Central Telecom does not share any CPNI information for marketing purposes, and does not anticipate doing so in the future.

If that changes, you’ll be notified by email and will be given the option to opt out.

Colorado Central Telecom does not currently share any CPNI information for marketing, and does not anticipate sharing CPNI information in the future.

If at some point Colorado Central Telecom decides to use this information in order to better serve you as our customer, we will first notify you by email before using your information.

If you do not want us to use your information to offer additional services, you can let us know through email at billing@coloradocentraltelecom.com. Your decision will remain in effect unless you change it.

911 Disclosure
All clients subscribed to Colorado Central Telecom’s VoIP service must sign the 911 Disclosure and Notice Addendum. The notice can be viewed in full here. You will also receive a copy of the notice during the processing of your VoIP order. It’s important to read through the notice because VoIP phone service works differently than regular landline phones. It’s especially important to be aware of these differences during emergencies, because power failures and Internet outages will affect your ability to call 911 and other emergency services. Colorado Central Telecom’s 911 Disclosure and Notice Addendum is intended to ensure all VoIP customers understand these limitations. The disclosure is also required by the Federal Communications Commission. The disclosure describes the following must-know scenarios:

  • As with all VoIP services, Colorado Central Telecom VoIP services may not work during a power outage. This can be prevented by purchasing battery backup, also called an uninterruptible backup power supply.
  • Your VoIP phone operates over the same network as your Internet service. As such, your VoIP phone will not function in the event of an Internet outage or other service interruption, even if the battery backup is working.
  • If you move your ATA box to a new residence without updating your registered address, 911 calls may not work correctly. They may fail to complete, or emergency personnel may be unable to identify your location.

Questions?

We’re happy to answer questions about our policies at 719-937-7700 ext. 1.

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