Terms & Conditions

Customer Notification regarding VoIP Service and E911

Battery Backup Disclosure

Digital Millennium Copyright Act Policy

Network Management Policies and Practices Disclosure

This Network Management Policy and Practices Disclosure is provided pursuant to the Federal Communications Commission’s “Open Internet Rules” found at Part 8 of Title 47 of the Code of Federal Regulations. The policies and practices of Waterloo Telecommunications Utility dba Waterloo Fiber regarding network management practices, performance characteristics, and commercial terms are provided here so that current customers, prospective customers, third-party content providers and other interested parties can make informed choices regarding the broadband Internet access services offered by Waterloo Telecommunications Utility dba Waterloo Fiber and the extent to which its network management practices may affect those services.

A. Network Management Practices

In the interest of providing the best online experience possible for all of our internet access customers Waterloo Telecommunications Utility dba Waterloo Fiber utilizes reasonable network management practices tailored to achieve legitimate network management purposes. Because bandwidth is a limited resource for broadband Internet service providers, it is essential that Waterloo Telecommunications Utility dba Waterloo Fiber reasonably manages its network to ensure proper use and enjoyment of the internet by all of its customers. By engaging in reasonable and responsible network management, Waterloo Telecommunications Utility dba Waterloo Fiber prevents its customers from being subjected to the negative effects of spam, viruses, security attacks, network congestion, and other risks that threaten to degrade the internet service experience. Waterloo Telecommunications Utility dba Waterloo Fiber network management practices, as set forth below, are consistent with industry standards.

Waterloo Telecommunications Utility dba Waterloo Fiber will not unjustly or unreasonably prevent or interfere with competition among content, applications, service, or device providers. We use various tools and industry-standard techniques to manage our communications network and deliver fast, secure, and reliable internet access services. We believe in complete transparency and provide the following disclosures about our network management policies and practices:

1. Blocking: Waterloo Telecommunications Utility dba Waterloo Fiber does not block or discriminate against lawful content.
2. Throttling: Waterloo Telecommunications Utility dba Waterloo Fiber does not throttle, impair, or degrade lawful internet traffic based on content, application, service, user, or use of a non-harmful device.
3. Affiliated Prioritization: Waterloo Telecommunications Utility dba Waterloo Fiber does not favor any internet traffic applications over others and has no plans to do so.
4. Paid Prioritization: Waterloo Telecommunications Utility dba Waterloo Fiber does not favor or prioritize any internet traffic applications in exchange for paid or in-kind consideration intended to benefit particular content, applications, services, or access devices.
5. Congestion Management: Congestion of the Waterloo Telecommunications Utility dba Waterloo Fiber network is rare but does occur. When it occurs, our internet subscribers may experience decreased speeds/performance, but bandwidth is allocated fairly and in an “application agnostic” way (without regard to protocol, application, or the service the subscriber chooses to access through their internet access service).
6. Application Specific Behavior: Waterloo Telecommunications Utility dba Waterloo Fiber does not make use of any application-specific network management practices. We do not favor, modify, inhibit, rate control or block any specific protocols, protocol ports or fields, or any applications or classes of applications, while reserving the right to block ports as necessary to protect the network and its users.
7. Device Attachment Rules: Customers must use PPPoeE to authenticate point-to-point connections between devices on the network. Waterloo Telecommunications Utility dba Waterloo Fiber does not specifically limit device types for attachment to its network, but does not guarantee the functionality of third-party devices for such access. In order for a device to be approved for use on the Waterloo Telecommunications Utility dba Waterloo Fiber network, the device must conform to publicly available industry standards and not be harmful to the Company’s network.
8. Network Security: Waterloo Telecommunications Utility dba Waterloo Fiber offers its customers unrestricted access to lawful content, services and applications available on the internet. We take various industry-standard measures to safeguard our network and the broader internet from harm or disruption, including protection against Distributed Denial of Service (DDos) attacks, phishing, spoofing, and other forms of unwanted or harmful online content and activities. In those instances where through our network management practices we identify online content as harmful or unwanted, the content may be prevented from reaching customers, or customers may be given an option to identify or inspect flagged content first to determine if it is harmful or unwanted. Our goal is to ensure the network’s reliability and availability by countering any malicious traffic that could compromise it. Waterloo Telecommunications Utility dba Waterloo Fiber reserves the right to take any action deemed necessary, including suspending or terminating service to subscribers who engage in activities that violate our Internet Service Terms of Agreement or Acceptable Use Policies/Practices which can be found at www.waterloofiber.com.

B. Network Performance

Waterloo Telecommunications Utility dba Waterloo Fiber offers its broadband internet access service via Fiber-to-the- Home (“FTTH”) utilizing fiber optic cable to deliver telephone and data services. Fiber optic cables have the capacity for an indefinite amount of data and will allow subscribers to receive better quality voice and data transmission services at their residential and/or business locations. The advertised speed of internet service is the maximum speed achievable with the technology utilized for the broadband service offering subscribed to. Waterloo Telecommunications Utility dba Waterloo Fiber makes every effort to support advertised speeds and will dispatch repair technicians to customer sites to perform speed tests as needed to troubleshoot and resolve speed and application performance that may be caused by its network. We measure availability, latency, and aggregate utilization on the network and strive to meet our internal service level targets. Based on internal testing using platform specific test protocols, the mean upload and download speeds are typically the advertised speed. This internal testing also indicates a mean round trip latency of 17 ms to local ports. It is important for to note, however, that bandwidth speed at which a particular distant website or other internet resources may be downloaded, or the speed at which your customer information may be uploaded to a distant website or internet location is affected by some factors beyond Waterloo Telecommunications Utility dba Waterloo Fiber’s control, including for example: the speed of the connection from a distant web server to the internet; congestion on intermediate transport networks, the limitations of your computer or other electronic devices, fixed or wireless accessing the internet; or your wireless router/WiFi equipment. In addition, your internet service performance may be adversely impacted by the inside wiring at your premises. Accordingly, you, the customer, must consider the capabilities of your own equipment when choosing and using our broadband internet service. The computers, wireless devices, or other networks in your homes or offices may need an upgrade to take full advantage of your chosen Waterloo Telecommunications Utility dba Waterloo Fiber broadband plan. Waterloo Telecommunications Utility dba Waterloo Fiber does test each service for actual and expected access speeds at the time of network installation to demonstrate that the service can support the advertised speed.

C. Commercial Terms Pricing

In order to meet the usage and budgetary needs of all of our customers, Waterloo Telecommunications Utility dba Waterloo Fiber offers a good selection of broadband internet access plan options. To see the company’s current promotions and pricing on broadband Internet access service, please visit our website at www.waterloofiber.com which includes Broadband Labels for each of our broadband Internet access offerings or call 319-291-0175 to speak with a customer service representative. Waterloo Telecommunications Utility dba Waterloo Fiber service is priced on a flat-fee basis (plus taxes). The Company does not charge end users a usage-based fee for such services. The information on our current Broadband Labels is also in a "machine readable" spreadsheet form here.

Waterloo Telecommunications Utility dba Waterloo Fiber Contact Information:

For questions, requests for additional information, any complaints, Waterloo Telecommunications Utility dba Waterloo Fiber may be contacted by phone, email or mail at:

Waterloo Telecommunications Utility dba Waterloo Fiber
625 Glenwood St
Waterloo, IA 50703
319-291-0175

Privacy Policy

Waterloo Telecommunications Utility dba Waterloo Fiber affords full access to all lawful content, services, and applications available on the internet and does not routinely monitor, inspect or store the network activity and traffic of its internet access service users. Waterloo Telecommunications Utility dba Waterloo Fiber does, however, reserve the right to monitor bandwidth, usage, data transmissions and content for purposes of protecting the integrity of its communications network and its internet access service through reasonable network management practices.

Waterloo Telecommunications Utility dba Waterloo Fiber may collect equipment information to identify the equipment customer is using on the network, including but not limited to: equipment type; serial number; settings; configuration; and software. Waterloo Telecommunications Utility dba Waterloo Fiber may also collect performance information to examine the operation of the equipment, services, and applications the customer may use on the network, including but not limited to: IP addresses; URLs; data transmission rates; latencies; location information; security characteristics;, and information about the amount of bandwidth and other network resources customer is using in connection with uploading, downloading or streaming data to and from the internet. This collection of or monitoring of network traffic, activity, performance information, and/or equipment information by Waterloo Telecommunications Utility dba Waterloo Fiber is done solely for reasonable network management purposes. Similarly, Waterloo Telecommunications Utility dba Waterloo Fiber does not distribute information on end user network activity and/or traffic information to any third party entities for any non-network management purpose.

Waterloo Telecommunications Utility dba Waterloo Fiber is of course required to comply with relevant federal and state laws, regulations, judicial orders, and governmental requests for information, relating to information covered under this Privacy Policy, as well as other categories of information. Accordingly, any such information may be disclosed to other entities if Waterloo Telecommunications Utility dba Waterloo Fiber determines, in its sole discretion, that the disclosure is required by law or is necessary to protect its interests or the interests of its customers. Waterloo Telecommunications Utility dba Waterloo Fiber may also find it necessary to disclose any such information as part of any merger, acquisition, sale of company assets or transition of service to another service provider.

Additional Disclaimers

The FCC’s Internet Freedom “Transparency” rule provisions found at 47 Code of Federal Regulations (CFR) section 8.1, as adopted, and this Privacy Policy are also not intended to affect, alter or otherwise supersede the legal status of joint efforts by broadband internet access service providers like Waterloo Telecommunications Utility dba Waterloo Fiber and other service providers that are designed to curtail copyright infringement in response to information shared by copyright holders and/or their agents that is timely, effective, and is designed to accommodate the legitimate interests of service providers, copyright holders, and internet access end users. Furthermore, neither the FCC’s Internet Freedom Transparency rules nor this Privacy Policy are intended to prohibit or prevent Waterloo Telecommunications Utility dba Waterloo Fiber from engaging in reasonable efforts to address the transfer of unlawful content or unlawful transfers of content over its communications network. For additional information, please review activities that violate our Internet Service Terms of Agreement or Acceptable Use Policies/Practices which can be found at www.waterloofiber.com.

Contact Us

End users with questions, concerns or complaints regarding this Privacy Policy are encouraged to contact Waterloo Telecommunications Utility dba Waterloo Fiber for more information or explanation.

Waterloo Telecommunications Utility dba Waterloo Fiber
625 Glenwood St
Waterloo, IA 50703
(319) 291-0175

Service Agreement Terms and Conditions / Acceptable Use Policy

In subscribing to and using Waterloo Telecommunications Utility dba Waterloo Fiber ’s Internet Access service and other services, Customer  agrees to all terms and conditions set forth below and any additional terms that may be included within the  signed Service Agreement:  

1. SERVICE WARRANTIES: CUSTOMER EXPRESSLY AGREES THAT USE OF THE SERVICE IS AT CUSTOMER’S SOLE RISK.  NEITHER WATERLOO TELECOMMUNICATIONS UTILITY DBA WATERLOO FIBER NOR ANY OF ITS AFFILIATE COMPANIES, LICENSERS, EMPLOYEES OR AGENTS  REPRESENT OR WARRANT THAT THE SERVICE WILL BE UNINTERRUPTED OR ERROR FREE AND NO WARRANTY IS MADE AS  TO THE RESULTS TO BE OBTAINED FROM USE OF THE SERVICE. THE SERVICE IS DISTRIBUTED ON AN “AS IS” BASIS WITHOUT  REPRESENTATIONS OR WARRANTIES OF ANY KIND, EITHER EXPRESS OR IMPLIED, INCLUDING BUT NOT LIMITED TO  WARRANTIES OF TITLE OR IMPLIED WARRANTIES OF MERCHANT ABILITY OR FITNESS FOR A PARTICULAR PURPOSE.  

2. ACCEPTABLE USE: Waterloo Telecommunications Utility dba Waterloo Fiber services may only be used by the Customer for lawful purposes. Messages or  materials received which violate any local, state, or federal regulations are prohibited. This includes, but is not limited to,  copyrighted materials, material legally judged to be threatening or obscene, or material protected by trade secrets.  Waterloo Telecommunications Utility dba Waterloo Fiber does not allow users to originate through its Internet Access service unsolicited bulk email  messages (SPAM) and, further, any voice services provided by Waterloo Telecommunications Utility dba Waterloo Fiber shall not be used for the making of  robocalls. Any such actions detected by Waterloo Telecommunications Utility dba Waterloo Fiber will be cause for immediate termination of Internet  and/or voice services, at Waterloo Telecommunications Utility dba Waterloo Fiber’s discretion, and may be subject to federal, state, and/or local  prosecution.  

3. USE OF INFORMATION: Use of any information obtained via this service is at Customer's risk. Waterloo Telecommunications Utility dba Waterloo Fiber specifically denies any responsibility for the accuracy or quality of information obtained through its services.  

In providing its Internet Access service, Waterloo Telecommunications Utility dba Waterloo Fiber does not, in any way, control, manage or edit the content  of any material placed on the Internet by its Customers or any third parties, nor does it in any way control, manage,  monitor, limit or edit the material or content which Customer may access or become exposed to on the Internet. Customer  is solely responsible for any information which it places on the Internet, which it accesses on the Internet, or which it uses  through the Service; in particular, Customer is solely responsible for the legality of any such information or the access or  use thereof. Some information accessible on the Internet may be offensive either because of its graphic content (including  sexually explicit material) or because of the language that is used. Parents or other responsible adults may want to obtain software that disables or limits access to such material.  

Waterloo Telecommunications Utility dba Waterloo Fiber expressly disclaims any liability from any claims for damage arising out of or claimed to arise out of Customer encountering via the Internet any illegal, offensive, or otherwise inappropriate content.  

4. INAPPROPRIATE USE OF SERVICES: Use of the services must conform to all Waterloo Telecommunications Utility dba Waterloo Fiber restrictions  associated with the Customer’s account, as set forth herein or otherwise provided by Waterloo Telecommunications Utility dba Waterloo Fiber to the  Customer. Waterloo Telecommunications Utility dba Waterloo Fiber reserves the right to immediately terminate service of any customer who uses  Waterloo Telecommunications Utility dba Waterloo Fiber’s network in violation of any of the established service terms and conditions.  

Waterloo Telecommunications Utility dba Waterloo Fiber will cooperate with law enforcement officials and with other system administrators in the legitimate investigation of illegal or suspicious activity.  

5. BILLING AND MINIMUM TERMS: Customer will be billed during the first business week of the month after Waterloo Telecommunications Utility dba Waterloo Fiber receives Customer’s order in Waterloo, Iowa, for the coming month's fixed service costs, as well as the past month's fees. The first payment may also include installation costs, including service fees, local line/access charges and  monthly lease costs appropriate to the service selected. These fees are non-refundable. Monthly service fees are independent of the amount of traffic or systems access by users at the Customer's location. Billing will be included with  your monthly telephone bill and the due date for any charges owed will be printed on the bill statement. The minimum  length of services is one month. Waterloo Telecommunications Utility dba Waterloo Fiber reserves right to adjust its services charges, including monthly voice service charges upon giving at least thirty days prior notice to Customer.  

6. EQUIPMENT: Waterloo Telecommunications Utility dba Waterloo Fiber recommends Customer use only approved equipment and configurations to receive the Waterloo Fiber Internet’s Internet Access service. Waterloo Fiber Internet will install one jack (if one does not  exist), at no charge, extended from the network “demarcation point” which enables Customer access to the Internet. The demarcation point is generally the Waterloo Telecommunications Utility dba Waterloo Fiber’s installed box on the side of a building or house where the Waterloo Telecommunications Utility dba Waterloo Fiber’s network wires end and Customer premise wires start. At Customer’s request, for additional fees,  Waterloo Telecommunications Utility dba Waterloo Fiber will install and/or maintain any inside wiring that is necessary between the demarcation point  and the location of the broadband access jack.  

Any Waterloo Telecommunications Utility dba Waterloo Fiber equipment provided to customer to enable access to Waterloo Telecommunications Utility dba Waterloo Fiber’s  Internet/broadband service will remain the property of Waterloo Telecommunications Utility dba Waterloo Fiber. In the event Customer terminates such  service, Customer is responsible for returning all equipment to Waterloo Telecommunications Utility dba Waterloo Fiber in working condition. Customer is  liable for any damages to or loss of any provided Waterloo Telecommunications Utility dba Waterloo Fiber equipment.  

7. EXTENSION OF SERVICE RESTRICTIONS: Waterloo Telecommunications Utility dba Waterloo Fiber agrees to provide its Internet Access service to the  Customer named herein for their private use. Waterloo Telecommunications Utility dba Waterloo Fiber's Internet Service is not intended for the hosting of  private or public Internet access points. All Waterloo Telecommunications Utility dba Waterloo Fiber service accounts, whether for individual residential or  business customers, are single user/station accounts and the service shall not otherwise be extended, shared, or  transferred. Sharing the account with persons other than family members residing in an individual Customer’s household,  whether for compensation or otherwise, is strictly prohibited. This activity may result in immediate suspension of the Customer’s Service.  

Customer acknowledges and agrees that its permission to use the Internet extends only to the address assigned to  Customer’s mailing address and does not extend to multiple other home or business address locations. Waterloo Telecommunications Utility dba Waterloo Fiber customers are prohibited from reselling or redistributing the Waterloo Telecommunications Utility dba Waterloo Fiber’s Internet service to any  third party or parties via any means, including but not limited to wireless technology.  

8. BANDWIDTH: Actual data transfer or throughput of the Waterloo Telecommunications Utility dba Waterloo Fiber’s Internet service may sometimes be slower than (the minimum connection speed) due to Internet congestion, server speeds, protocol overheads, number of  connected devices and/or other factors that cannot be controlled by Waterloo Telecommunications Utility dba Waterloo Fiber.  

Waterloo Telecommunications Utility dba Waterloo Fiber reserves the right to evaluate the bandwidth or hardware utilization of individual accounts for  network management purposes. Excessive bandwidth or hardware utilization that unreasonably affects the ability of  Waterloo Telecommunications Utility dba Waterloo Fiber to universally provide its service may result in a notice to the Customer, and at Waterloo Telecommunications Utility dba Waterloo Fiber’s discretion, the Customer may be asked to upgrade their Internet service package.  

9. NETWORK MANAGEMENT PRACTICES: In the interest of providing the best online experience possible for all its customers, Waterloo Telecommunications Utility dba Waterloo Fiber utilizes reasonable network management practices. Because bandwidth is a limited resource for broadband Internet service providers, it is essential that Waterloo Telecommunications Utility dba Waterloo Fiber reasonably manage its  network to promote the use and enjoyment of the Internet by all customers. By engaging in reasonable and responsible network management, Waterloo Telecommunications Utility dba Waterloo Fiber protects all its customers from the negative effects of network congestion, security attacks, viruses, spam and other threats designed to degrade Internet access service performance. The network management practices employed by Waterloo Telecommunications Utility dba Waterloo Fiber are consistent with industry standards and are more completely disclosed on the Waterloo Telecommunications Utility dba Waterloo Fiber website at https://www.waterloofiber.com.  

10. SECURITY: Waterloo Telecommunications Utility dba Waterloo Fiber makes no warranties, expressed or implied, concerning the security of the  Customer's data, computers, other devices, WiFi networks, or other local data network(s) that utilize Waterloo Telecommunications Utility dba Waterloo Fiber’s broadband service to access the Internet.  

Customers are solely responsible for the security of any device(s) which they choose to connect to Waterloo Telecommunications Utility dba Waterloo Fiber’s Internet service, including any data that is stored on the device(s). Waterloo Telecommunications Utility dba Waterloo Fiber recommends that  all customers take appropriate security precautions for any devices, systems, or local networks. This includes any WiFi  network used to access the Waterloo Telecommunications Utility dba Waterloo Fiber’s Internet service. All such networks should at minimum be password  protected and not left unsecured or “open” by the Customer.  

11. COMPLIANCE WITH THE DIGITAL MILLENIUM COPYRIGHT ACT: Some material available on the Internet may be copyrighted, trademarked, or constitute a trade secret and some material may have been placed on the Internet in violation of U.S. or other copyright and trademark law. Customer is solely responsible for determining the legal status of any intellectual property it uses, copies or duplicates using the Internet service.  

Upon receiving proper notice in accord with DMCA provisions and after having knowledge or awareness of an infringement of a copyright by Customer or a user of Customer’s service, Waterloo Telecommunications Utility dba Waterloo Fiber will take all necessary actions as required by the DMCA and other applicable laws. Waterloo Telecommunications Utility dba Waterloo Fiber will expeditiously remove or disable access to  any allegedly copyrighted materials and may also suspend, disconnect, and/or terminate Customer’s Internet service upon  receiving evidence of repeated instances of copyright infringement. A complete copy of Waterloo Telecommunications Utility dba Waterloo Fiber’s Copyright Infringement Policy and related service terms can be found on the Waterloo Telecommunications Utility dba Waterloo Fiber’s website at  https://www.waterloofiber.com.  

12. ROBOCALL MITIGATION: In accord with the federal TRACED Act (Telephone Robocall Abuse Criminal Enforcement  and Deterrence Act) and consistent with Waterloo Telecommunications Utility dba Waterloo Fiber’s Robocall Mitigation Plan filed with Federal Communications Commission, if Waterloo Telecommunications Utility dba Waterloo Fiber has reason to suspect that illegal robocalling or spoofing is occurring over its network, it will seek to identify the responsible party and take appropriate action to stop such practices.  

13. LIMITATION OF LIABILITY: Neither party shall be liable to the other for any loss, damage, liability, or expense arising  out of or in relation to this agreement or the furnishing of service or equipment, however caused, whether grounded in  the contract, tort (including negligence) or theory of strict liability, except that Customer shall be liable to Waterloo Telecommunications Utility dba Waterloo Fiber for the reasonable costs and fees of the services provided. The parties agree to work in good faith to implement the purposes of this agreement, recognizing services to be provided by Waterloo Telecommunications Utility dba Waterloo Fiber could not be made available under these terms without an increase in cost if Waterloo Telecommunications Utility dba Waterloo Fiber were to assume a greater liability.  

Waterloo Telecommunications Utility dba Waterloo Fiber takes no responsibility for any damages suffered by the Customer, including but not limited to,  loss of data from delays in transmission, non-deliveries or mis-deliveries of messages or data, or service interruptions of  any kind whether caused by Waterloo Telecommunications Utility dba Waterloo Fiber’s actions or Customer’s own errors and/or omissions.  

The Customer shall indemnify, defend and hold harmless Waterloo Telecommunications Utility dba Waterloo Fiber against any claim, loss or damage arising from its use of the voice or Internet services provided hereunder, including: (1) claims for libel, slander, invasion of privacy,  or copyright infringement; (2) claims for patent infringement; or (3) any other claim arising from and act or omission of the customer.  

14. CHANGE OF STATUS: Customer is responsible for all access to and actions taken related to the established account and services provided. It is the account holders responsibility to safeguard their account password(s) and to ensure that the terms and conditions established by this Agreement are honored by users of the services provided. 

Waterloo Telecommunications Utility dba Waterloo Fiber will occasionally require that the customer update their account information as a condition to continuing the provided communications services. Customer should also promptly notify Waterloo Telecommunications Utility dba Waterloo Fiber in  writing of any changes that are necessary to keep the account information current.  

15. CANCELLATION OF SERVICE: Customer may cancel its Service at any time. Customer will be responsible for paying the cost of all services already received up to the time of cancellation, as determined on a pro-rata basis. Waterloo Telecommunications Utility dba Waterloo Fiber may immediately terminate its services upon any violation by Customer of any of the terms and conditions of this Agreement without notice. Otherwise, Waterloo Telecommunications Utility dba Waterloo Fiber may terminate the Service upon 30 days prior written notice to Customer. 

Iowa Utilities Complaints

If Waterloo Telecommunications Utility dba Waterloo Fiber does not resolve your complaint, you may request assistance from the Iowa Utilities Complaints by writing to:

Email: customer@iuc.iowa.gov

Phone: 515-725-7300 or 877-565-4450

Fax: 515-725-7398