Open Internet Policy Disclosure

What are Glo Fiber’s Open Internet Policies and How Does it Manage its Internet Service Network?

The following includes information regarding our network management practices and the performance and commercial terms of our Fiber to the Home (FTTH) service, which will enable you to make informed choices when it comes to selecting fiber internet providers of broadband services. Glo Fiber does not block any lawful content, applications, services, or use of non-harmful devices. Likewise, Glo Fiber does not discriminate in transmitting lawful network traffic except as reasonably necessary to manage our network effectively for the benefit of our customers as described below. This document is intended to be informational and does not replace or alter the legal terms and conditions of service, which can be found in our terms and services.

Glo Fiber's FTTH Internet Service Characteristics

Glo Fiber’s FTTH Internet services are available at different upload and download speeds and price points depending on customer’s desired uses of the connection (e.g. email, web browsing, video and audio streaming, gaming, or downloading large files). While Glo Fiber engineers its network to achieve the “up to” speeds for each of the service levels offered, we cannot guarantee that individual customers will always experience those speeds.  The following variables (which are often out of Glo Fiber’s control) can affect the actual speeds experienced by a customer:

• Performance of a customer's computer, including its age, processing capability, operating system, the number of applications running simultaneously, and the presence of any adware and viruses.

• Type of connection between a customer's computer and modem. For example, wireless connections may experience slow internet speeds compared to direct connections into a router or modem. Wireless connections also may be subject to greater fluctuations, interference and congestion. Glo Fiber does not recommend wireless modem connections for use with its higher speed tiers as many wireless connections do not perform at the speeds delivered by these tiers.

• The distance packets travel (round trip time of packets) between a customer's computer and its final destination on the Internet, including the number and quality of the networks of various operators in the transmission path. The Internet is a "network of networks." A customer's connection may cross the networks of multiple providers before reaching its destination, and the limitations of those networks will most likely affect the overall speed of that Internet connection.

• Congestion or high usage levels. If a large number of visitors are accessing a site or particular destination at the same time, your connection will be affected if the site or destination does not have sufficient capacity to serve all of the visitors efficiently.  Performance can also be affected due to heavy use of our Internet service by our customers which sometimes results in periods of congestion within our network.

• Gating of speeds or access by the website or destination. In order to control traffic or performance, many websites limit the speeds at which visitors can download material from their sites. Those limitations will carry through to a customer's connection.

All equipment in-home must be Gig-E capable of receiving full benefits of 1 Gbps speed. Glo Fiber Internet packages do not, at this time, come with data allowances, therefore usage is unlimited (for residential use) at the speed tier to which a customer subscribes.

Impact of Non-Broadband Internet Access Service Data Services

At Glo Fiber, we offer home internet, tv, and phone services. The Digital Phone service should have no discernable impact on your Internet performance. Digital streaming television service offered by Glo Fiber requires up to 5 Mbps of bandwidth and will lower your total available bandwidth while the service is in use.

The metrics provided below reflect results from internal speed tests for each of the service tiers offered by Glo Fiber. Tests were conducted from a number of points within the Glo Fiber network during the “busy hours”, between 7 p.m. and 11 p.m. weekdays. Although performance was measured on what we believe to be an adequate number of sample points on our network, individual experience may vary based on the factors described above. However, it is the best approximation available of the actual speeds and latency experienced by Glo Fiber subscribers.¹

¹Table reports performance data averages collected during "busy hour" and measured by www.speedtest.net for all GloFiber service tiers.
²Latency is the time delay in transmitting or receiving packets on a network and is mainly affected by distance between transmission points, although other variables may be relevant.
³Packet loss is also referred to as frame loss and is the difference between the number of packets transmitted and received at the customer's interface.

Customers may test the speeds that they are receiving on Glo Fiber’s network at https://www.speedtest.net.

Commercial Terms of Home Internet Service

Glo Fiber has multiple offerings of FTTH internet service available at various speeds, which can be found at www.glofiber.com. Use of the FTTH service is subject to Glo Fiber's Acceptable Use Policy. Glo Fiber values the privacy of our Internet service customers: details concerning the types of information Glo Fiber collects, how the information is used, and your privacy rights can be found in our Privacy Policy. 

Fiber Network Management

In order to ensure that our customers receive high quality Internet service, Glo Fiber uses various practices to manage our network.  These practices help us to give our customers access to sufficient broadband capacity at all times, including during periods of high demand, and help us protect the network against malware, spam, viruses and other threats originating over the Internet.

Congestion Management Practices

Except as specifically described below, we do not target specific types of traffic based on the nature of the technology or the identity of the provider, modify protocol fields in ways not prescribed by the protocol standard, or otherwise inhibit or favor certain applications or classes of applications.  We operate a session border controller to correct SIP source IP addresses (private to public) for our customers.  We do not block or manage any specific protocols or protocol ports, except that in rare cases we may block ports or take other corrective action if, for example, a customer has violated the terms of service or acceptable use policy, or in order to protect the network security. For further information regarding prohibited uses, see our Acceptable Use Policy. Glo Fiber does not limit speeds of heavy users or restrict traffic as a means to manage congestion.

Fiber Network Security

Glo Fiber uses a number of tools and techniques to protect its network and customers from malicious and unwanted Internet traffic.  Because the nature of external threats to the network are constantly evolving, Glo Fiber’s network security practices necessarily are dynamic and regularly changing.  In general, these security practices should not have any effect on our customers’ use of their network connections.

Equipment

As fiber internet providers, Glo Fiber provides an optical network terminal or ONT, included with the service. The ONT is required to receive any Glo Fiber services. Customer’s may provide their own internet router (a list of compatible routers is available at https://support.glofiber.com/) or lease a wireless mesh router system from GloFiber.

Broadband Label Information

Questions/Complaint Process

If you are an existing Glo Fiber customer and have any questions or wish to lodge a complaint concerning Glo Fiber’s wired Internet services or policies, please contact our Technical Support Department at support@glofiber.com or by calling 1-833-926-8456.

If your question or complaint involves the performance of your Internet service, please first run a speed test and provide us with the result when you contact us. If you have home network or wireless devices, try plugging your Ethernet cable directly into your internal fiber connection (referred to as an “ONT”) from your PC to determine whether your devices are the source of the problem.

If you are not an existing Glo Fiber customer, but have a question or complaint regarding our Internet service, please contact us either by email at support@glofiber.com or by telephone at 1-833-926-8456.