Network management and terms

This page collects what the service agreement says about how the network is used, in plain words. It is not new policy and it does not replace the agreement. Where a number is not published, we say so and give the phone number.

What is the data transfer limit?

The agreement says the company has set data transfer limits on each of its service levels. The size of the limit on your plan is available by emailing info@hdiss.net; we do not print a figure here, because none is published. Use over the limit brings a surcharge of $1 for each gigabyte over, in a monthly billing cycle. The glossary explains the term at data transfer limit.

How much data do ordinary things use?

Each service publishes its own figures. See how much data streaming uses, security cameras and video calls. The guide on estimating your monthly data use puts them together, and cutting data use without giving anything up shows how to trim it.

What is the rule on peer-to-peer?

The agreement says the use of P2P applications on the network is strictly prohibited. It adds that a user who causes interruptions on the network with such applications can have service shut off, and that termination is possible. If you are unsure whether a program uses P2P, ask before installing it.

What does the agreement say about interruptions?

It says temporary interruptions can occur due to normal and reasonable events in the provision of the service, and that the company will exercise reasonable care to prevent them. It also notes the company has no control over other networks you reach through the internet. We publish no uptime figure and promise none. For what to do during one, use the outage page.

What counts as misuse?

The agreement allows the company to suspend or end service, or an email address or web address used with it, if it is used unlawfully, to harass or threaten someone, or in ways that damage the network. An attempt to break security or reach another customer's account is treated as a serious breach. Customers are asked to report any unauthorized use of their account straight away.

Is the network slowed at busy times?

The agreement does not describe slowing particular customers or particular kinds of traffic. It describes data transfer limits with a surcharge, a P2P prohibition and the interruptions clause. Your own result can still vary through the day, as on any shared connection, and the speed test page shows how to measure it. For general background, read network congestion.

What should I do if I think I am near the limit?

Ask the office what your limit is and how to see how much you have used, because the method is not published on this site. Then look at the big users in your house: video at the highest quality, cloud backups and automatic game updates. Small settings changes can cut a lot, as see what is using your bandwidth explains.

Does the limit differ for business customers?

The agreement speaks of each service level, and the plan cards cover residential and small business together. Ask the office which limit applies to your plan, and say if your business moves large files.

What is not published?

The size of the data limits, typical speeds, a latency figure, install price and install time are not published, so none appear on this site. The FCC's transparency rule asks providers to disclose network management practices, performance and commercial terms (47 CFR 8.1); read how to read a broadband label for what that looks like. For the missing details, call 775-575-9593.

What changes if my household grows?

More people means more streams, calls, updates and cameras, and that raises monthly data use even if your plan stays the same. When a new teenager, a work-from-home job or a doorbell camera arrives, ask again where you stand. A higher plan changes speed, and the agreement ties the data transfer limit to the service level, so ask whether it changes too.

Where is the whole agreement?

Read the full text at the HDISS Service Agreement, or the plain-English version in service agreement in plain words. Questions about the agreement go in writing to billing@hdiss.net.