How Lovelock Highspeed handles customer information.

1. Information we may collect

Lovelock Highspeed may collect information needed to provide service, review availability, manage accounts, process billing, provide support, and operate the network.

Customer and account information

• Name
• Service address
• Billing address
• Email address
• Phone number
• Account number or customer ID
• Service plan and account status
• Billing, invoice, and payment records
• Customer communications, support requests, and service notes

Service and technical information

• Service type, equipment type, and installation information
• Network equipment status and diagnostic information
• IP address and network connection information
• Service performance information used for troubleshooting
• Outage, signal, equipment, or connection information
• Information needed to detect abuse, security issues, or service-impacting problems

Website information

• Information submitted through website forms
• Basic website usage information
• Device, browser, and technical information related to website operation
• Cookies or similar technologies used for website functionality or analytics

2. How we use information

Lovelock Highspeed uses information for normal internet service, customer account, billing, support, and network operations.

• Reviewing service availability by address
• Creating and managing customer accounts
• Scheduling installations and service visits
• Providing internet service
• Managing billing, invoices, payments, and account status
• Providing customer support and troubleshooting
• Monitoring and maintaining network performance
• Identifying outages, poor service experiences, or equipment issues
• Protecting the network, customers, and equipment from misuse or abuse
• Communicating about service, billing, support, maintenance, outages, and account matters
• Complying with legal, regulatory, accounting, tax, and business obligations

3. Service communications

Lovelock Highspeed may contact customers about account, billing, installation, service, support, maintenance, outage, or network matters.

• Account and billing notices
• Installation scheduling and service appointment communications
• Support follow-up
• Service interruption, maintenance, or outage notices
• Important service or policy updates
• Customer portal or account access messages

Customers are responsible for keeping contact information current so Lovelock Highspeed can send important account and service notices.

4. When information may be shared

Lovelock Highspeed does not sell customer personal information. Lovelock Highspeed may share information when needed to provide service, operate the business, comply with legal obligations, or protect the network.

Information may be shared with:

• Payment processors and billing platforms
• Customer management and service platforms
• Installation, repair, or technical support providers
• Network, hosting, software, and security vendors
• Professional advisors such as accountants, attorneys, or auditors
• Government, law enforcement, or regulatory authorities when legally required
• Other parties when needed to protect customers, the network, equipment, legal rights, or business operations

Vendors and service providers are expected to use information only for the services they provide to Lovelock Highspeed or as otherwise permitted by law.

5. Network information and troubleshooting

Lovelock Highspeed may use technical and network information to operate the network, identify service issues, protect the network, and improve the customer experience.

• Reviewing whether service equipment appears online
• Reviewing service performance or signal information
• Investigating slow, intermittent, or down service
• Identifying outage areas or network equipment issues
• Protecting against malware, abuse, attacks, or harmful traffic
• Planning maintenance, upgrades, or network improvements

Customers should keep service equipment plugged in and connected unless a Lovelock Highspeed technician instructs them otherwise. Keeping equipment online can help Lovelock Highspeed review service problems and may help avoid unnecessary service visits.

6. Customer Proprietary Network Information

Customer Proprietary Network Information, often called CPNI, may include certain information related to a customer’s telecommunications or internet-related service relationship, such as the type of service purchased, account information, and service usage or configuration information.

Lovelock Highspeed protects customer account and service information and uses it to provide service, manage accounts, support customers, maintain the network, and comply with applicable requirements.

7. Payment information

Lovelock Highspeed may use third-party payment processors or billing systems to process customer payments.

• Payment information may be handled by the payment processor or billing platform.
• Lovelock Highspeed may keep billing records, invoice records, payment status, and account history.
• Customers should use the official customer portal or approved payment methods to make payments.

8. Website cookies and analytics

The Lovelock Highspeed website may use cookies or similar technologies for basic website functionality, security, analytics, or user experience purposes.

• Cookies may help the website function properly.
• Analytics may help Lovelock Highspeed understand general website usage.
• Customers can control some cookie settings through their browser.
• Disabling cookies may affect certain website features.

9. Data security

Lovelock Highspeed uses reasonable administrative, technical, and physical safeguards designed to protect customer information.

• Access to customer information is limited to business needs.
• Systems may use passwords, permissions, and other security controls.
• Vendors and service providers may also use their own security measures.
• No system can be guaranteed to be completely secure.

Customers should protect their own passwords, Wi-Fi credentials, devices, and account access information.

10. Data retention

Lovelock Highspeed keeps customer information for as long as needed for service, account management, billing, business records, legal compliance, tax records, dispute resolution, network operations, and other legitimate business purposes.

Retention periods may vary depending on the type of information and the reason it is kept.

11. Customer choices and requests

Customers may contact Lovelock Highspeed to ask questions about account information, update contact information, request account help, or ask privacy-related questions.

• Update phone number, email address, or billing information
• Ask questions about account records
• Request help accessing the customer portal
• Ask privacy-related questions

Lovelock Highspeed may need to verify account ownership before making account changes or discussing certain customer information.

12. Children’s privacy

Lovelock Highspeed services are not directed to children. Lovelock Highspeed does not knowingly collect personal information from children through the website.

13. Updates to this policy

Lovelock Highspeed may update this Privacy Policy from time to time. Updated versions may be posted on this website.

Customers should review this page periodically for changes.

14. Contact Lovelock Highspeed

Contact Lovelock Highspeed with questions about this Privacy Policy, account information, billing, customer portal access, or service support.