Legal
Effective date:
December 17, 2025
Table of Contents
Network Management Policy Customer Privacy Notice Customer Billing Policy Battery Backup Policy Broadband Acceptable Use Policy CALEA Policy CVAA Notice of Program Accessibility DMCA Copyright Infringement Policy Red Flag Rules Compliance Statement DIRECTV terms and conditionsNetwork Management Policy and Internet Transparency Statement
Norwood Light Broadband provides this Policy in order to disclose its network management practices in accordance with the FCC’s Open Internet Rules. Information about Norwood Light’s other policies and practices are available at Norwood Light’s website.
Norwood Light manages its network to ensure that all of its customers experience a safe and secure broadband Internet environment that is fast, reliable and affordable. Norwood Light wants its customers to indulge in all that the Internet has to offer, whether it is social networking, streaming videos and music, or communicating through email and video conferencing.
Norwood Light manages its network for a number of reasons, including optimization, as well as congestion- and security-protocol-management. Very few of the company’s customers are impacted by the protocols and practices that Norwood Light uses to manage its network.
Norwood Light’s Network Management Practices
Norwood Light uses various tools and industry standard techniques to manage its network and deliver fast, secure and reliable Internet service. Such management tools and practices include the following:
- Blocking
As its normal practice, Norwood Light does not block any protocols, content, or traffic for purposes of network management except that the company may block or limit such traffic as spam, viruses, malware, or denial of service attacks to protect network integrity and the security of our customers.
- Throttling
Norwood Light does not engage in throttling, a practice that degrades or impairs access to lawful internet traffic on the basis of content, application, service, user, or use of a non-harmful device.
III. Affiliated Prioritization
Norwood Light does not engage in affiliated prioritization, a practice that directly or indirectly favors some traffic over other traffic, including through use of techniques such as traffic shaping, prioritization, or resource reservation, to benefit an affiliate, including identification of the affiliate.
- Paid Prioritization
Norwood Light does not engage in paid prioritization, a practice that directly or indirectly favors some traffic over other traffic, including through use of techniques such as traffic shaping, prioritization, or resource reservation, in exchange for consideration, monetary or otherwise.
- Managing Congestion
Norwood Light periodically monitors the connections on its network in the aggregate to determine the rate of utilization. If congestion emerges on the network, the company will engage in the re-routing of Internet traffic to relieve congestion. On our core and access networks, Norwood Light may increase capacity by adding bandwidth, as needed.
On Norwood Light ’s network, all customers have access to all legal services, applications, and content online. In the event of congestion, most Internet activities will be unaffected.
Some customers, however, may experience longer download or upload times, or slower surf speeds on the web if instances of congestion do occur in Norwood Light ’s network.
Customers using conduct that abuses or threatens the company network or which violates the company’s Acceptable Use Policy or Internet service Terms and Conditions will be asked to stop any such use immediately. A failure to respond or to cease any such conduct could result in service suspension or termination.
Norwood Light ’s network and congestion management practices are ‘application-agnostic’, based on current network conditions, and are not implemented on the basis of customers’ online activities, protocols or applications. Norwood Light ’s network management does not relate to any particular customer’s aggregate monthly data usage.
- Application-Specific Behavior
Except as may be provided elsewhere herein, Norwood Light does not currently engage in any application-specific behaviors that block or control the rate of specific protocols or protocol ports, modify protocols in any way not prescribed by the protocol standard, or otherwise inhibit or favor certain applications or classes of applications.
VII. Device Attachment Rules
Norwood Light does not employ any device attachment rules that place restrictions on the types of devices or require approval procedures for devices to connect to the network.
VIII. Network Security
Norwood Light knows the importance of securing its network and customers from network threats and annoyances. The company promotes the security of its network and patrons by providing resources to its customers for identifying and reporting such threats as spam, viruses, firewall issues, and phishing schemes. The company also deploys spam filters in order to divert spam from an online customer’s email inbox while allowing the customer to control which emails are identified as spam.
- Technology
Norwood Light ’s network management employs a variety of industry-standard tools, applications, and devices to monitor, secure and maintain its network. Software to measure and monitor traffic usage is employed as well as software for spam filtering and denial of service attacks.
- Monitoring Schedule
Norwood Light uses network management software to conduct periodic monitoring of the network in order to detect abnormal traffic flows, congestion, network security breaches, malware, loss, and damage to the network. Monitoring techniques include hourly threshold monitoring.
- Network Performance
Norwood Light takes measurements of various components for network performance, analysis of the measurements to determine normal levels, and determination of appropriate threshold values to ensure required levels of performance for its network. The company measures such components as upload/download speeds, latency, internal testing, and consumer speed tests to gauge network performance. Norwood Light provides specific network performance measurements on actual vs. advertised upload and download speeds and periodically performs round trip latency measurement. The following performance measurements are collected and evaluated on a regular basis:
- Actual Download Speeds
- Actual Upload Speeds
- Latency
The following data was collected 6/20/2025
| Modem | Fiber | |
| Actual Download Speed: | 500mbps | 9890mbps |
| Actual Upload Speed: | 30mbps | 9690mbps |
| Latency / Ping: | 9 | 1 |
XII. Impact of Non-BIAS Services
The company does not currently offer any non-BIAS services. Accordingly, customers’ broadband experiences will not be impacted.
XIII. Commercial Terms
A description of Norwood Light ’s service offerings, rates, and Privacy Policy may be found on Norwood Light ’s website at the following link: For questions, complaints or requests for additional information, please contact Norwood Light by using the “contact us” form found on the company website: or by calling.
The privacy policy concerning the inspection of network traffic includes only authorized personnel within the company and law enforcement entities. Redress options regarding end-user and edge-provider complaints are conducted by telephone or premises trips, with infringement rights leading to permanent disconnects.
Customer Privacy Notice
THE FOLLOWING ANNUAL NOTICE IS FOR INFORMATIONAL PURPOSES ONLY. NO ACTION IS REQUIRED.
NORWOOD LIGHT DEPARTMENT BROADBAND DIVISION
DBA NORWOOD LIGHT BROADBAND
ANNUAL SUBSCRIPTION SERVICES PRIVACY NOTICE
Effective as of January 1, 2025
In keeping with our commitment to be your most trusted provider of voice communications and broadband services (“Subscription Services”), we are letting you know how we will collect, use, and share your Personally Identifiable Information (“PII”) in connection with our Subscription Services. We are giving you clear, prior notice of, and in some circumstances the right to choose, how your PII will be protected, used and shared. We have tried to explain our Subscription Services data practices in clear and meaningful detail in this Notice. We encourage you to read this Notice and other important customer education and use materials on the website and to contact us should there be any questions or concerns.
Information We Collect and Use
Generally, we collect and use your PII to provide you services and as otherwise related to the operation of our business. We sometimes collect PII, such as subscriber name, service and mailing addresses, telephone numbers, social security number, driver’s license number, email address, billing and payment records, subscriber credit information, or other information that potentially could be used to identify, contact, or locate you. We may also collect demographic and usage information about you and other subscribers such as information about premium services, general location, demographics, the services you have chosen to receive, information about equipment and devices connected to our network, complaint information, including customer correspondence and communications records, and information regarding maintenance, repairs, services, equipment, software, usage, settings and preferences to aid in customer support and in recommendations for you. We may combine PII with demographic and other information for purposes consistent with this Notice.
Internet Services
Like most Internet service providers, we automatically collect and store Internet Protocol (IP) addresses (an identifier given to your connection while online), the volume of and types of data transmitted and received through your service, device types used, Internet connection performance, modem, gateway, and other device MAC addresses, and connection dates and times. We may also collect and store other usage statistics, such as the volume of data transmitted by certain protocols, devices, and services, to help us understand how our network is used, to give you insight into your household Internet usage, and to improve the Subscription Services we offer. We monitor our network and collect telemetry and other data to measure the quality of our Internet service, and to help us troubleshoot and diagnose service issues you are experiencing. We also monitor our network for security, malware, and fraud prevention purposes.
We don’t share the contents of your online communications unless required by law or legal process. We may retain and provide such communications to others if we are legally required or compelled to do so.
Internet DNS Privacy
The Domain Name System is an integral part of the internet, providing a way to link host names to specific IP addresses. The DNS platform is optimized and configured to help you get the best possible experience from your Internet service. We retain the contents of lookups, or “queries” made to the platform for a period of approximately 5 days.
The contents of those queries, including timestamps, requested DNS hostname, and source IP address are continually aggregated and used to identify network trends such as growth, anomalous device behavior, malicious activity (botnets, viruses, spam, spyware, etc.) and potentially damaging traffic such as DoS (Denial of Service) activity. We do not share DNS data with any third party except in limited instances where anonymized or aggregated data is necessary for cybersecurity, DNS analytics, reporting and research purposes. Following aggregation, the retained or transferred data does not contain any personally identifiable information (PII) or data that we believe could be combined or correlated with PII to identify a user or their behavior. We do not use customer DNS query information to facilitate advertising, either internally or via third party advertisers.
Telephone Services
In procuring telephone services, we collect usage information, including calls made and received and their duration. We treat this information as private as required by applicable CPNI law. We monitor and record calls with our customer care agents for quality, training, and analytics purposes. For more information on how we treat customer proprietary network information, see the Customer Proprietary Network Information Policy posted on our website.
Communicating with You
We may communicate with you online, including in browser notifications, concerning maintenance, security, and fraud prevention issues, as well as information from us that you may be interested in. If you prefer, you may opt-out of marketing emails to a specific address by notifying us in response to the email you receive, through the “unsubscribe” link found at the bottom of the email. We may send communications through text messages to the extent you have opted in or as permitted by law.
Special Exceptions
We reserve the right to disclose PII if we have a good faith belief it is necessary to: (1) comply with the law or legal process; (2) protect our network, rights, or property or those of others; (3) respond to fraud, abuse or unauthorized reception or access; (4) enforce our Policies; or (5) act in an emergency to protect your safety or that of another person.
Information We Must Disclose for Legal Purposes
We routinely receive legal requests for customer information from government and law enforcement personnel. We also receive discovery requests in civil cases. We cooperate by providing the information required by law or as compelled by legal process. We do not volunteer Subscription Services PII, including access to customer communications, to law enforcement or others, except in the “Special Exceptions” detailed in the “Sharing” section above, or as otherwise disclosed in the Notice or at the point of collection (e.g., to our vendors in connection with their provision of services to us). Many criminal subpoenas require that we not disclose or notify you of the request. Due to this fact and the volume of requests we receive, we do not assume any duty to notify you of receipt of any legal requests. The following applies to certain types of your Subscription Services PII that may be the subject of law enforcement or legal request:
Internet Information:
We sometimes receive subpoenas for your identity in connection with use of your Internet service for apparent copyright infringement or other civil matters. Files shared over “peer-to-peer” services often include your IP address, and if we receive a subpoena, we will provide the Personally Identifiable Information associated with that IP address. Law enforcement can also obtain your Subscription Services PII, including details about your Internet use and the content of communications, from us through a warrant or similar authority.
Telephone Information:
Law enforcement must obtain a warrant or other similar authority to use a telephone wiretap or a device to capture dialing information. Law enforcement, and others, can also subpoena or otherwise compel us through legal process to provide your PII, including your telephone account and call record information.
Child Pornography:
We work closely with the National Center for Missing and Exploited Children and other groups to eliminate child pornography on the Internet. The law requires us to report any evidence of apparent child pornography, and we may share your Personally Identifiable Information in connection therewith.
Third Party Security Precautions
Our Subscription Services may include or link to third-party websites, apps, ads, locations, platforms, code (e.g., plug-ins, application programming interfaces (“APIs”)), and software development kits (“SDKs”)), or other services (“Third-Party Service(s)”). These Third-Party Services may use their own cookies, web beacons, and other tracking technology to independently collect information about you and may solicit PII and other data from you.
Third-Party Services include third-party content provider apps and links that enable you to access Third-Party Services via our Subscription Services (“Content Services”). When you access those Third-Party Services in this manner, you are interacting directly with the Third-Party Service even if you have not closed out of our Subscription Services. Examples include when you access any of the following content providers’ services while on our Subscription Services: Netflix, Pandora, Amazon Prime Video, and other third-party apps providing content. In addition, when accessing content networks directly via our Subscription Services, the content network programmers (“Third-Party Networks”) may use SDKs and other technologies to directly collect information from and about you, in which case they are acting as Third-Party Services providers. Third-Party Services may also include third-party audience measurement services. We do not consider these third-party data collections to be a sale or disclosure by us.
When you use Third-Party Services, including Social Features, Content Services and Third-Party Networks, we are merely facilitating your access to those services, and you are subject to the data collection and use practices and privacy policies of the Third-Party Services and we are not responsible for their data practices. We encourage you to familiarize yourself with and consult their privacy policies and terms of use.
Taking Proper Security Precautions
Maintaining the security of your personal computer is an important way to protect your privacy and to help us protect our network and customers. Following our policies and maintaining your antivirus software, firewall, wireless network security, and your operating system can help prevent harm and potential theft of data. You should regularly back up your computer to preserve your files, including messages you want to keep, and change your login password regularly. Always be sure you know with whom you are dealing before clicking on an Internet link or giving personal information. When communications enter the Internet, it is possible for outside parties to access them. Since we cannot control websites or services operated by third parties, you should review their terms of service and privacy policies before use. We may take protective action related to your Internet service or contact you to help with security issues we identify, such as malware infections. Unsecured Wi-Fi home networks can allow unauthorized persons to use your Internet service for illegal activity which can be attributed to your account. We
Our Subscription Services are intended for use by a general audience and account holders must be of the age of majority or emancipated minors. We do not intend to or knowingly collect personal information (as the term is defined by the Children’s Online Privacy Protection Act (“COPPA”)) from children under the age of 13. If you believe your child may have provided us with their personal information, you can contact us, and we will delete their personal information to the extent required by COPPA.
FCC Do Not Call List
The national Do Not Call list protects home voice or personal wireless phone numbers. You can register your numbers on the national Do Not Call list by phone or on the Internet at no cost.
To register via the Internet, visit https://donotcall.gov.
To register by phone, call 1-888-382-1222 (voice) or 1-866-290-4236 (TTY). You must call from the phone number you wish to register.
Massachusetts Do Not Call List
To register via the Internet, visit https://www.madonotcall.govconnect.com/Welcome/
To register by phone, call the toll-free number: 1-866-339-1475
Billing Termination & Privacy
Billing procedures: Broadband services are billed one month in advance. Partial month charges will be included on your bill if you add or change services between billing dates. The charges for one month’s service, plus any installation or equipment fees, are payable at time of installation, unless waived by NLB.
You agree to pay us monthly by the payment due date as shown on your bill and for any administrative fees due to late payments or other charges due us. You agree to pay all federal, state, local, and user taxes, franchise fees and other charges if any which we may now or in the future be required to assess you. Billing rates are subject to periodic adjustment as permitted by franchise agreements or by federal law.
You may pay for multiple months of service in advance if that is more convenient for you. If changes in rates occur after advance payments are made, you are responsible for any adjusted rates as of the applicable rate change effective date.
To ensure your account is properly credited, mail your check or money order along with the remittance stub in the return envelope provided to Norwood Light Broadband, P.O. Box 488, Norwood, MA 02062. Please make your check payable to the Town of Norwood, write your account number and service address ‘on it, and allow 5-7 days for processing. Do not mail cash. To ensure prompt attention, please call us with inquiries or requests. You may also bring your payment to our office or the Treasurer’s office Monday through Friday between 8:30 am and 4:00 pm or drop it in our night deposit box located outside Town Hall. To save time and money you may also sign up for our Pre-Authorized Payment Plan by contacting us at 781-948-1150. You will still receive a monthly statement, but your bill payment will be automatically deducted from your bank account, or you may pay online at www.norwoodlight.com?
Your account is considered delinquent if not paid within 30 days after the bill due date. Notice will be given of termination of service and the delinquent amount must be paid in full within eight business days.
An effort will be made to contact the writer of a returned check to secure payment. If payment has not been made and the account is delinquent, the account will be disconnected and a reconnect fee will apply. Payment can be made by cash, check or money order.
Once an account has been disconnected for non-payment, the total amount due on the account must be paid to reconnect service. In addition, a reconnect fee is required to be paid at the same time. The amount due and the reconnect fee must be paid by credit card, check or money order in the Norwood Light Broadband business office, 136 Access Rd. Norwood, for service to be restored by the next business day.
Termination of service: You may cancel your service at any time by calling or writing to us. Please do not write disconnect requests directly on your bill. We reserve the right to terminate your service if you become delinquent more than 30 days. A termination notice will be sent and payment of the total balance due is required within 8 business days from the mailing date of said notice. Unpaid disconnected accounts are forwarded to a collection agency. You may not assign or transfer your service without our written consent.
Please contact Norwood Light Broadband before you move so we can disconnect your service, recover our equipment and arrange for service in your new home.
Service and rate changes: We reserve the right to change our services, equipment, prices, and fees at any time. We also reserve the right to rearrange, delete, add to or change the services provided on our cable service. In accordance with federal and local regulations, we will notify you in advance of the change and inform you of the effective date.
Outages/service interruptions: We will normally respond to service interruptions (outages) as soon as possible and no later than 24 hours from the time we are notified of an interruption. We will normally respond to other non-outage service problems by the next business day. For outages beyond our control (such as natural disasters or severe weather-related problems) we will respond as promptly as possible.
We do everything to ensure trouble-free cable reception and internet service, but from time-to-time equipment failures can occur. Generally, it is our policy to issue a credit, upon request, for service interruptions over 24 hours. Norwood Light Broadband customer service representatives are available during normal business hours and our after-hours emergency reporting service is available 24 hours a day. Please call us in a timely manner when you notice the problem. We cannot issue credits for service interruptions if we are not notified promptly or for situations beyond our control.
Equipment policy: Equipment installed by Norwood Light Broadband placed under, over, on or about your home or property in connection with the delivery of service is the property of Norwood Light Broadband. Rented/leased digital communication terminals (cable boxes), remote controls and cable modems–which are provided to customers if necessary or requested–are the property of Norwood Light Broadband. Rented/leased equipment must be returned to us when service is discontinued for any reason, or at any reasonable time we need to issue other equipment. Failure to return rented/leased equipment at the appropriate time will result in a charge to your account and may lead to legal action to recover the equipment. You are responsible for damage to rented/leased equipment, other than normal wear and tear, and may be assessed a charge for repair or replacement. Equipment purchased from Norwood Light Broadband is your property and not covered by the above equipment policy.
Your rights as a cable TV subscriber: If you experience a problem, please follow the steps outlined below:
First contact our office and tell us about your problem. If your problem concerns the signal quality of your cable service and we cannot resolve it over the phone, we will schedule a service call immediately (we do not repair televisions). If a technical problem has occurred, such as a power outage affecting a large number of our customers, it is possible for our telephone lines to become overloaded with calls. You may receive a busy signal in this instance because your neighbors are also reporting the problem. Please be assured we will act to resolve your service as soon as possible.
In the vast majority of cases, we can promptly resolve any problem you may experience. If we are unable to resolve your problem to your satisfaction within a reasonable time period, you should contact the local government office responsible for dealing with cable television complaints. The local government official should be contacted before any contact with the Federal Communications Commission (FCC). The FCC CUID/NCID number is MA 0367. Your local contact is the Department of Telecommunications & Energy, Cable Television Division, 1000 Washington Street, Suite 600, Boston, MA 02118 (phone- 1-800-392-6066.
Battery Backup Policy
IMPORTANT INFORMATION REGARDING YOUR VOICE and INTERNET SERVICES DURING A POWER OUTAGE
Your telephone connection device is powered by plugging it into an electrical wall outlet. In the event of an electrical outage, your telephone connection device will not receive power, just like any other electrically powered device at your location. If this happens, your telephone service, including any medical or security alert services and emergency services such as E911, will not be available to you. If you have a medical alert system, or security equipment, you are strongly encouraged to utilize and maintain a backup battery.
A backup battery is designed to provide temporary power to your Company-installed Internet and telephone connection device in the event electrical power in your business is lost. The Internet and telephone connection device does NOT come equipped with a battery. The length of time that your phone or internet equipment will be available during a power outage depends on many variables, including, but not limited to (i) whether a backup battery is properly installed; (ii) whether a backup battery is properly charged; (iii) the condition and age of a backup battery; and (iv) the amount of phone usage when the phone modem is utilizing power from a backup battery.
It is your responsibility to provide, install, maintain, monitor, and/or replace a backup battery.
You are responsible for purchasing and/or replacing the battery. We recommend you think about a regular battery check and replacement just like you would the batteries in smoke detectors or emergency security lights.
TAKE FURTHER NOTE: Our telephone service is designed to be used on the premises where the service is installed. By relocating any applicable equipment, emergency services providers will not be able to locate your premises for timely delivery of emergency services. You assume the risk of loss, theft, or damage to the equipment at all times prior to the removal of the units by the Company or return of the units by you.
We reserves the right to modify this Backup Battery Statement at any time. We will notify you of any material changes via written, electronic, or other means permitted by law, including by posting it on our website. If you find the changes unacceptable, you have the right to cancel the Services. If you continue to use the Services after receiving notice of such changes, we will consider that as your acceptance of the changes.
Version 1 Effective: 11/01/2025
Broadband Service Acceptable Use Policy
This Acceptable Use Policy applies to Internet and related services (“Services”) delivered by Norwood Light Department Broadband Division DBA Norwood Light Broadband (“Norwood”). This policy is designed to encourage our customers and others (“Users”) to use the Services responsibly and to enable us to provide our Users with secure, reliable and productive Services.
General Conduct
The Norwood network and Services may be used only for lawful purposes. Norwood is not responsible for the content of any websites linked to or accessible by the Services; links are provided as Internet navigation tools only. Users may not use the network or Services in order to transmit, distribute or store material (a) in violation of any applicable law, (b) in a manner that will infringe the copyright, trademark, trade secret or other intellectual property rights of others or the privacy, publicity or other personal rights of others, (c) that is obscene, threatening, abusive or otherwise illegal, or that contains a virus, worm, Trojan horse, or other harmful component; or (d) that contains fraudulent offers for goods or services, or any advertising or promotional materials that contain false, deceptive or misleading statements, claims or representations. Users are also subject to the acceptable use policies, as amended from time to time, of any third-party provider of Services to Norwood.
Internet Services
While Norwood does not at this time impose bandwidth allotments (i.e., data caps), we reserve the right, in our sole discretion, to enforce bandwidth allotments depending upon your level of usage and the level of Service(s) purchased. If bandwidth allotments are imposed, and if you have exceeded the appropriate level of Internet usage in any given month, we will notify you using the method you indicated in your Service Agreement. You agree to pay additional charges upon notice. Norwood reserves the right, in its sole discretion, to enforce bandwidth allotments on a customer-by-customer basis, if your usage exceeds ten (10) times the average customer usage for your specific customer classification.
User Responsibility for Content
Norwood does not assume any responsibility, control, oversight, ownership, or other interest in the Email messages, websites, content or other electronic data (in any form) of its Users, whether such electronic information is stored in, contained on or transmitted over property, equipment or facilities of Norwood. Users are and shall remain solely responsible for such electronic information.
Users may not send unsolicited email messages including, without limitation, bulk commercial advertising or informational announcements (“spam”) in a way that could be reasonably expected to adversely impact the Services, including, without limitation, using an Email account on the Norwood Network to send spam, or using the service of another provider to send spam or to promote a site hosted on or connected to the Services. In addition, Users may not use the Services in order to (a) send email messages which are excessive and/or intended to harass others, (b) continue to send email messages to a recipient that has indicated that he/she does not wish to receive them, (c) send email with forged packet header information, (d) send malicious Email, including, without limitation, “mail bombing,” (e) send email messages in a manner that violates the use policies of any other internet service provider.
Forum Posts and Blogs
Users who post messages to internet forums or who blog are responsible for becoming familiar and complying with any terms and conditions or other requirements governing use of such forums or blogs. Regardless of such policies, Users may not (a) post the same message, or a series of similar messages, to one or more forum or newsgroup (excessive cross-posting, multiple-posting, or spamming), (b) cancel or supersede posts not originally posted by such User, unless such User does so in the course of his/her duties as an official moderator, (c) post any message with forged packet header information, or (d) post messages that are excessive and/or intended to annoy or harass others, including, without limitation, chain letters.
Notice and Procedure for Making Copyright Infringement Claims
Copyright infringement occurs when a copyrighted work is reproduced, distributed, performed, publicly displayed, or made into a derivative work without the permission of the copyright owner. If you believe that any material on the Norwood website(s) has infringed your copyrighted material or that we are the hosting service provider and should be notified of a potential copyright infringement, please follow the procedure set forth below to make your claim. This procedure should only be used for making claims of copyright infringement. This information does not take the place of advice from your legal counsel. We provide this information to you and your Users for informational purposes only.
Rejection/Removal
Norwood reserves the right to reject or remove any material residing on or transmitted to or through the Services that Norwood, in its sole discretion, believes to be unacceptable or in violation of the law, this AUP, and/or the Terms and Conditions. Norwood may immediately remove content if we believe such content is unlawful, violates the AUP and/or Terms and Conditions, or such removal is done pursuant to the Digital Millennium Copyright Act (or “DMCA”). Upon Norwood’s request, Users shall terminate service to any third-party user or agent who, in our sole discretion, has violated the AUP, Terms and Conditions, or applicable law or regulations.
Reporting Other Suspected Violations of Use
To report other violations of use, please contact the DMCA Agent using the information below. To report a child exploitation incident involving the Internet, contact law enforcement immediately.
Notification of Copyright Claim
If you believe that a Web page is hosted by Norwood and is violating your rights under U.S. copyright law, you may file a complaint of such claimed infringement with the Norwood designated agent as described below:
| Contact | DMCA Agent |
| Norwood Light Broadband Attn: Copyright Claims 136 Access Road, Norwood, MA 02062 | |
| DMCA@norwoodlight.com |
In compliance with Section 512(c)(3) of the U.S. Copyright Act DMCA Complaints must be in writing and contain the following information
- A physical or electronic signature of a person authorized to act on behalf of the copyright owner of an exclusive right that is allegedly infringed;
- Identification of the copyrighted work claimed to have been infringed;
- Identification of the material that is claimed to be infringing or to be the subject of infringing activity and that is to be removed or access to which is to be disabled, and information reasonably sufficient to permit Norwood to locate the material;
- Information reasonably sufficient to permit Norwood to contact the complaining party, such as an address, telephone number, and, if available, an electronic mail address at which the complaining party may be contacted;
- A statement that the complaining party has a good faith belief that use of the material in the manner complained of is not authorized by the copyright owner, its agent, or the law;
- A statement that the information in the notification is accurate, and under penalty of perjury, that the complaining party is authorized to act on behalf of the owner of an exclusive right that is allegedly infringed.
Be aware that anyone who makes false claims or misrepresentations concerning copyright infringement may be liable for damages under the DMCA.
Norwood Response to Infringement Claims
Upon receipt of a compliant infringement notification, we will respond within ten (10) business days confirming the receipt of the notification. Within an additional ten (10) business days we shall notify the alleged infringing party of receipt of the notification and will render a cease-and-desist letter inclusive of the counter-notification options described below.
Counter-Notification in Response to Claim of Copyright Infringement
In compliance with Section 512(g)(3) of the U.S. Copyright Act if a notice of copyright infringement has been wrongly filed against you and you would like to submit a counter-notice, please forward your counter-notice to the Norwood designated agent at the address noted above. This process will invoke a dispute between you and the complaining party. Your counter-notification must be in writing and contain the following information:
- A physical or electronic signature of an authorized person;
- Identification of the material that was removed or access to which was disabled and the location at which material appeared before it was removed or access to it was disabled;
- A statement under penalty of perjury that the alleged infringer has a good faith belief that the material was removed or disabled because of mistake or misidentification;
- Your name, address, and telephone number, and a statement that you consent to the jurisdiction of the federal district court for the federal district in which you are located and that you will accept service of process from the complainant
You should be aware that substantial penalties under U.S. law apply for a false counter-notice filed in response to a notice of copyright infringement.
System and Network Security
Users are prohibited from violating or attempting to violate the security of Norwood, including, without limitation, (a) accessing data not intended for such User or logging into a server or account which such User is not authorized to access, (b) attempting to probe, scan or test the vulnerability of a system or network or to breach security or authentication measures without proper authorization, (c) attempting to interfere with, disrupt or disable service to any user, host or network, including, without limitation, via means of overloading, flooding, mail bombing or crashing, (d) forging any packet header or any part of the header information in any email or newsgroup posting, or (e) taking any action in order to obtain services to which such User is not entitled. Violations of system or network security may result in civil or criminal liability. We may investigate occurrences that may involve such violations, and we may involve and cooperate with law enforcement authorities in prosecuting Users who are alleged to be involved in such violations.
Suspension or Termination
Any User which Norwood determines, in its sole discretion, to have violated any element of this Acceptable Use Policy shall receive a written warning, and may be subject at our discretion to a temporary suspension of service pending such User’s agreement in writing to refrain from any further violations; provided that Norwood may immediately suspend or terminate such User’s service without issuing such a warning if Norwood, in its sole discretion deems such action necessary. If we determine that a User has committed a second violation of any element of this Acceptable Use Policy, such User shall be subject to immediate suspension or termination of service without further notice, and we may take such further action as we determine to be appropriate under the circumstances to eliminate or preclude such violation. Norwood shall not be liable for damages of any nature suffered by any customer, User, or any third party resulting in whole or in part from Norwood exercise of its rights under this Policy.
Service Monitoring
Norwood has no obligation to monitor the services, but may do so and disclose information regarding the use of the services for any reason if we, in our sole discretion, believe that it is reasonable to do so, including to satisfy laws, regulations, or other governmental or legal requirements or requests; to operate the services properly, or to protect itself and its subscribers.
Privacy
Any User interacting with our site and providing Norwood with name, address, telephone number, Email address, domain name or URL or any other personally identifiable information permits Norwood to use such information for commercial purposes of its own, including contacting Users about products and services which may be of interest. All information concerning our users shall be kept in accordance with the Norwood then-applicable Privacy Policy and the requirements of applicable law. Norwood reserves the right to modify this Acceptable Use Policy at any time in its sole and absolute discretion. Changes and modifications will be effective when posted and any use of the Services after the posting of any changes will be considered acceptance of those changes.
No Waiver/Severability
Any failure of Norwood to enforce this Policy shall not be construed as a waiver of any right to do so at any time. If any portion of this Policy is held invalid or unenforceable, that portion will be construed consistent with applicable law, and any remaining portions will remain in full force and effect.
Norwood reserves the right to modify this Acceptable Use Policy at any time. We will notify you of any material changes via written, electronic, or other means permitted by law, including by posting it on our website. If you find the changes unacceptable, you have the right to cancel the Services. If you continue to use the Services after receiving notice of such changes, we will consider that your acceptance of the changes.
Effective January 1, 2025
Version 1.0
CALEA Policy
CALEA Policy and Law Enforcement Request Method of Procedure
The Communications Assistance for Law Enforcement Act (“CALEA”) is intended to preserve the ability of law enforcement agencies to conduct electronic surveillance while protecting the privacy of information outside the scope of the investigation. We will also require compliance with our Customer Protected Network Information (“CPNI”) Policy when responding to a request made under this CALEA Policy. Norwood Light Department Broadband Division DBA Norwood Light Broadband (“Norwood” or “Company”) is a VoIP service provider and internet service provider. As the entity facing the end-user subscriber, the Company is the entity that can best verify the identity of the end-user subscriber and furthermore is the best source for records relating to both the telephone number in use and the end-user subscriber.
Call Detail Records (“CDRs”)
Typically, CDRs must be pursued directly from the entity facing the end user/subscriber. To the extent we have CDRs, they are readily accessible for approximately 45 days. Compliance with our CPNI Policy will be required when responding to any request for CDRs. If, after your review of our CPNI guidelines, you believe the Company is the appropriate source for providing CDRs, please contact our CPNI Officer.
Civil Subpoenas
Subpoenas issued in matters of civil litigation in which the Company is a non-party must be served in accordance with our Civil Subpoena Guidelines, which also provides for methods of service, applicable fees, and requirement for a protective order when seeking CDRs.
Civil Subpoena Guidelines
Civil litigants will generally want to issue an initial request to the Company for the purpose of identifying our customer and thereafter, pursue CDRs through a legal subpoena directly to that customer. The Company will initially and conditionally provide an estimate of the Company CDR Processing Fee applicable to all requests for CDRs.
Protective Order
Where the Company is required to provide/produce CDRs, such production will only occur pursuant to a protective order issued by the court having jurisdiction in the case. Such orders will be limited in both access and use, specifically for purposes of litigation and appeal.
Trace Back Exception
Call Trace Back is the exceptional, isolated circumstance in which the Company CDRs may contain some unique information. Call Trace Back is the telecom industry’s process of recreating the path of a telephone call in reverse (i.e., going from the called party’s service provider to one or more intermediate providers, and ultimately to the calling party’s service provider). If the calling name/number is spoofed/blocked that manipulation occurs prior to the network and therefore our records reflect only the spoofed/blocked details, the network-level details of a CDR will remain unaffected. By recreating the call path, the originating network can be determined, and thereby, the actual calling number and end user subscriber’s identity. Specific details will be required, by way of example “the call from NPA-NXX-1234 to NPA-NXX-5678 on MM/DD/YYYY at 12:23 pm ET for 45 seconds”. Allow at least twenty-four (24) hours for a Call Trace Back request for a call made within the prior forty-five (45) days. Call Trace Back requests for calls made more than forty-five (45) days prior will typically require archive retrieval and must allow at least fifteen (15) business days for processing, and an ICB processing fee will apply. Fees may also apply for voluminous requests. The Company shall cooperate with Call Trace Back requests as may be applicable and in compliance with our STIR/SHAKEN and Robocall Mitigation Policy.
Submitting a Formal Lawful Request for Voice or Internet Information:
All requests must include, at a minimum, the following information:
- Full contact information with Agency name, physical address, Email address and direct contact telephone number.
- Target telephone number(s) in the XXX-XXX-XXXX format or target IP Address data.
- Specific dates (To/From in MM/DD/YYYY format) for which information is being requested.
- Brief description of the matter.
Email the request to CALEA@norwoodlight.net with a copy of your subpoena, court order, search warrant, or other formal legal documentation. If you have multiple requests, please submit only one legal document per email to ensure individual tickets are created in our system. For requests involving ten (10) or more telephone numbers or IP Addresses, please attach an Excel or text file listing target telephone numbers in the required format, one (1) telephone number or IP Address per line.
Official Address for Service of Process:
| Contact | CALEA Agent |
| Norwood Light Broadband c/o CALEA Agent 136 Access Road, Norwood, MA 02062 | |
| CALEA@norwoodlight.com |
Faxed legal demands will NOT be processed. Submit Legal Demands via email to CALEA@norwoodlight.net. We do NOT consent to fax transmission.
Normal Hours of Availability:
Our normal business hours are Monday through Friday, 8:00 am to 4:00 pm.
Exigent Formal Lawful Requests:
If you have a declared exigent circumstance as established by your agency’s guidelines, email CALEA@norwoodlight.net with the word “Exigent” in the subject line.
Exigent Requests Outside Normal Business Hours:
If you have a declared exigent circumstance as established by your agency’s guidelines, outside of our normal business hours, email CALEA@norwoodlight.net with the word “Exigent” in the email subject line. Written requests will be required; no action will be taken based on a verbal request.
Intercept Arrangements:
The Company is generally the optimal point for intercept arrangements as we carry all traffic relating to a telephone number across our network, but it may be necessary to engage our 3rd Party Voice provider. If you believe that we are the appropriate location for your register/intercept, please first contact CALEA@norwoodlight.net for assistance. Upon receipt of an order or warrant directing the Company to establish an intercept arrangement and following verification of the Submitting Agency’s understanding of the limitations as described herein, the Company will notify applicable third-party vendors, who will then contact the Submitting Agency directly to arrange for implementation, where applicable. The applicable third-party vendor is NOT authorized to accept service of a Legal Demand on behalf of the Company.
Note: The Company is a VoIP Service Provider and not a wireless carrier; therefore, there is no pingable, GPS, or cell site location information native to our Service Provider customers’ numbers and therefore not available from us.
The Company reserves the right to modify this CALEA Policy at any time. We will notify you of any material changes via written, electronic, or other means permitted by law, including by posting it on our website. If you find the changes unacceptable, you have the right to cancel the Services. If you continue to use the Services after receiving notice of such changes, we will consider that as your acceptance of the changes.
Effective: January 1, 2025
Version 1
CVAA Notice of Program Accessibility
HDD Broadband
Notice of Program Accessibility and CVAA Statement
Norwood Light Department Broadband Division DBA Norwood Light Broadband (“Norwood” or “Company”) is committed to excellence in serving all customers including people with disabilities. We strive to ensure, where readily achievable, that our programs, services, and activities are accessible to and useable by disabled persons, including persons who are deaf, hard of hearing, or blind, or who have other sensory impairments. Some of our existing access features include:
- Convenient off-street parking designated specifically for disabled persons.
- Ramps between parking areas and buildings.
- Level access into our lobby.
- Fully accessible access to pay your bill or speak with our Customer Service Representatives.
- Working cooperatively with disabled-related organizations to identify barriers to accessibility and usability, as needed.
If you need assistance using our Broadband internet and/or VoIP phone products, services, and/or related devices or equipment, please notify Norwood’s Member/Customer Service Department at (number). Reference materials about the FCC’s accessibility programs can be found at https://www.fcc.gov/accessibility
To utilize the federal Disability Rights Office resources, complaint process or to request information you will need to complete a Request for Dispute Assistance (RDA Form) online on the Disability Rights Office website. You may also download or print the RDA Form. If you use the latter method, complete and submit your downloaded/printed request and any supporting documentation to the Disability Rights Office by email to dro@fcc.gov, by fax to 202-418-0037, or by mail to:
Federal Communications Commission
Consumer and Governmental Affairs Bureau
Disability Rights Office
445 12th Street, SW
Washington, D.C. 20554
Norwood reserves the right to modify this Notice of Program Accessibility at any time. We will notify you of any material changes via written, electronic, or other means permitted by law, including by posting it on our website. If you find the changes unacceptable, you have the right to cancel the Services. If you continue to use the Services after receiving notice of such changes, we will consider that as your acceptance of the changes.
Effective: 11/1/2025
Version 1
DMCA Copyright Infringement Policy
Norwood Light Department Broadband Division DBA Norwood Light Broadband
Broadband Service Copyright Infringement Policy
Notice and Procedure for Making Copyright Infringement Claims
Copyright infringement occurs when a copyrighted work is reproduced, distributed, performed, publicly displayed, or made into a derivative work without the permission of the copyright owner. If you believe that any material on the Norwood Light Department Broadband Division DBA Norwood Light Broadband (“Norwood” or “Company”) website(s) has infringed your copyrighted material or that we are the hosting service provider and should be notified of a potential copyright infringement, please follow the procedure set forth below to make your claim. This procedure should only be used for making claims of copyright infringement. This information does not take the place of advice from your legal counsel. We provide this information to you and your Users for informational purposes only.
Rejection/Removal
The Company reserves the right to reject or remove any material residing on or transmitted to or through the Services that the Company, in its sole discretion, believes to be unacceptable or in violation of the law, the Company AUP, and/or the Terms and Conditions of the service provided. The Company may immediately remove content if we believe such content is unlawful, violates the AUP and/or Terms and Conditions, or such removal is done pursuant to the Digital Millennium Copyright Act (or “DMCA”). Upon the Company’s request, Users shall terminate service to any third-party user or agent who, in our sole discretion, has violated the AUP, Terms and Conditions, or applicable law or regulations.
Reporting Other Suspected Violations of Use
To report other violations of use, please contact the Norwood DMCA Agent using the information below. To report a child exploitation incident involving the Internet, contact law enforcement immediately.
Notification of Copyright Claim
If you believe that a web page is hosted by the Company and is violating your rights under U.S. copyright law, you may file a complaint of such claimed infringement with the Company-designated agent as described below and listed in our posted Company AUP:
Contact: DMCA Agent
By Mail: Norwood Light Broadband
136 Access Road, Norwood, MA 02062
By Email: DMCA@norwoodlight.com
In compliance with Section 512(c)(3) of the U.S. Copyright Act, DMCA Complaints must be in writing and contain the following information:
- A physical or electronic signature of a person authorized to act on behalf of the copyright owner of an exclusive right that is allegedly infringed.
- Identification of the copyrighted work claimed to have been infringed.
- Identification of the material that is claimed to be infringing or to be the subject of infringing activity and that is to be removed or access to which is to be disabled, and information reasonably sufficient to permit Company to locate the material.
- Information reasonably sufficient to permit the Company to contact the complaining party, such as an address, telephone number, and, if available, an electronic mail address at which the complaining party may be contacted.
- A statement that the complaining party has a good faith belief that use of the material in the manner complained of is not authorized by the copyright owner, its agent, or the law.
- A statement that the information in the notification is accurate, and under penalty of perjury, that the complaining party is authorized to act on behalf of the owner of an exclusive right that is allegedly infringed.
Be aware that anyone who makes false claims or misrepresentations concerning copyright infringement may be liable for damages under the DMCA.
The Company Response to Infringement Claims
Upon receipt of a compliant infringement notification, we will respond within ten (10) business days confirming the receipt of the notification. Within an additional ten (10) business days, we shall notify the alleged infringing party of receipt of the notification and will render a cease-and-desist letter inclusive of the counter-notification options described below.
Counter-Notification in Response to Claim of Copyright Infringement
In compliance with Section 512(g)(3) of the U.S. Copyright Act if a notice of copyright infringement has been wrongly filed against you and you would like to submit a counter-notice, please forward your counter-notice to the designated agent at the address noted above. This process will invoke a dispute between you and the complaining party. Your counter-notification must be in writing and contain the following information:
- A physical or electronic signature of an authorized person.
- Identification of the material that was removed or access to which was disabled and the location at which material appeared before it was removed or access to it was disabled.
- A statement under penalty of perjury that the alleged infringer has a good faith belief that the material was removed or disabled because of mistake or misidentification.
- Your name, address, and telephone number, and a statement that you consent to the jurisdiction of the federal district court for the federal district in which you are located and that you will accept service of process from the complainant
You should be aware that substantial penalties under U.S. law apply for a false counter-notice filed in response to a notice of copyright infringement.
System and Network Security
Users are prohibited from violating or attempting to violate the security of the Company, including, without limitation, (a) accessing data not intended for such User or logging into a server or account which such User is not authorized to access, (b) attempting to probe, scan or test the vulnerability of a system or network or to breach security or authentication measures without proper authorization, (c) attempting to interfere with, disrupt or disable service to any user, host or network, including, without limitation, via means of overloading, flooding, mail bombing or crashing, (d) forging any packet header or any part of the header information in any email or newsgroup posting, or (e) taking any action in order to obtain services to which such User is not entitled. Violations of system or network security may result in civil or criminal liability. We may investigate occurrences that may involve such violations, and we may involve and cooperate with law enforcement authorities in prosecuting Users who are alleged to be involved in such violations.
Suspension or Termination
Any User which the Company determines, in its sole discretion, to have violated any element of this Acceptable Use Policy shall receive a written warning, and may be subject at our discretion to a temporary suspension of service pending such User’s agreement in writing to refrain from any further violations; provided that Company may immediately suspend or terminate such User’s service without issuing such a warning if Company, in its sole discretion deems such action necessary. If we determine that a User has committed a second violation of any element of this Acceptable Use Policy, such User shall be subject to immediate suspension or termination of service without further notice, and we may take such further action as we determine to be appropriate under the circumstances to eliminate or preclude such violation. The Company shall not be liable for any damage of any nature suffered by any customer, User, or any third party resulting in whole or in part from the Company’s exercise of its rights under this Policy.
Service Monitoring
The Company has no obligation to monitor the services but may do so and disclose information regarding the use of the services for any reason if we, in our sole discretion, believe that it is reasonable to do so, including to satisfy laws, regulations, or other governmental or legal requirements or requests; to operate the services properly, or to protect itself and its subscribers.
Privacy
Any Subscriber and/or User interacting with our site and providing the Company with name, address, telephone number, email address, domain name, or URL or any other personally identifiable information permits the Company to use such information for commercial purposes of its own, including contacting Users about products and services which may be of interest. All information concerning our Subscribers and/or users shall be kept in accordance with the Company then-applicable Privacy Policy and the requirements of applicable law.
No Waiver/Severability
Any failure of the Company to enforce this Policy shall not be construed as a waiver of any right to do so at any time. If any portion of this Policy is held invalid or unenforceable, that portion will be construed consistent with applicable law, and any remaining portions will remain in full force and effect.
Norwood reserves the right to modify this DMCA Copyright Infringement Policy at any time. We will notify you of any material changes via written, electronic, or other means permitted by law, including by posting it on our website. If you find the changes unacceptable, you have the right to cancel the Services. If you continue to use the Services after receiving notice of such changes, we will consider that as your acceptance of the changes.
Effective January 1, 2025
Version 1
Red Flag Rules Compliance Statement
Norwood Light Department Broadband Division
DBA Norwood Light Broadband
FCC/FTC Red Flag Identity Theft Rules Compliance Statement
In compliance with the Federal Communications Commission’s (FCC) Substantive Rules 16 C.F.R. §681.2(b)(5), Norwood Light Department Broadband Division DBA Norwood Light Broadband (“Norwood” or “Company”) is providing this notice to advise you of your rights concerning identity theft and Red Flag Rules. Norwood has developed and implemented a written Identity Theft Prevention Program to detect, prevent, and mitigate identity theft in connection with the opening of certain accounts or certain existing accounts. The program addresses methods of identifying, detecting, and preventing Red Flags.
As a telecommunications service provider, Norwood is subject to certain requirements under the Fair and Accurate Credit Transactions Act of 2003 governing Identity Theft Protection. The “Red Flag Rules” work closely with Customer Proprietary Network Information (CPNI) regulations. The Red Flag regulatory requirements are largely consumer protection provisions, which set forth the circumstances under which we identify a “red flag”, which is a pattern, practice or specific activity that indicates the possible existence of identity theft. Norwood will supplement these policies and procedures as necessary and appropriate to ensure compliance with the Federal Trade Commission’s (“FTC”) regulatory requirements.
In all markets where we provide telecommunications services, we have a duty to protect the proprietary information of and personal information that is used in the extension of credit for the services we provide as it relates to telecommunication services.
When we receive personal information, such as social security numbers, credit or bank card numbers, driver’s licenses etc. we must ensure that we have taken the precautionary measures to protect this information from potential Identity Theft.
Norwood makes every effort to detect Red Flags, such as by obtaining identifying information about and verifying the identity of a person opening an account. We also authenticate customers, monitor transactions, and verify the validity of change of address requests. To prevent Identity Theft, we will not open a new account and will close an existing account and notify law enforcement if Red Flags are detected.
Norwood reserves the right to modify this statement at any time. We will notify you of any material changes via written, electronic, or other means permitted by law, including by posting it on our website. If you find the changes unacceptable, you have the right to cancel the Services. If you continue to use the Services after receiving notice of such changes, we will consider that as your acceptance of the changes.
Effective: January 1, 2025
Version 1.0
DIRECTV terms and conditions
Service subject to DIRECTV terms and conditions (see https://www.directv.com/legal/legal-policy-center/). Available only in the U.S. (excludes Puerto Rico and U.S.V.I.). Some offers may not be available through all channels and in select areas. Different offers may apply for eligible multi-dwelling units. DIRECTV App: Req’s compatible device and data connection or high-speed internet; data/internet charges may apply.
Requires high speed internet. Minimum internet speed of 8Mbps per stream recommended for optimal viewing. Pricing: ENTERTAINMENT $89.99/mo., CHOICE $94.99/mo., ULTIMATE $124.99/mo., PREMIER $169.99/mo. for 2 years. After 2 years, continues month to month at then-current prevailing prices unless canceled. Prices reflect base package prices plus one req’d. $10/mo. Gemini lease fee and, for CHOICE Pkg. or higher, a Regional Sports Fee (RSF) of up to $17.99/mo. varies by location. May be lower in some areas. $10/mo. for each additional device added to your account. Additional Fees & Taxes: State and local taxes or other governmental fees and charges may apply including any such taxes, fees or charges assessed against discounted fees or service credits. See directv.com/directv-fees/ for additional information.
DIRECTV Svc Terms: Subject to Equipment Lease & Customer Agreements. Taxes, surcharges, add-on programming (including premium channels), DIRECTV TECH PROTECT(www.directv.com/techprotect) Lease Agreement and transactional fees, are not included in two-year price guarantee. Visit directv.com/legal/ or call for details.
EquipmentNon-Return-Fees If service is cancelled you must return all leased devices to avoid a non-return fee of $120 per device.
Regional Sports & Local Channels: Regional sports available with CHOICE Pkg. and above. Not available in select areas. Channels vary by package & billing region. Device may need to be in billing region in order to view. Limits: Programming subject to blackout restrictions
All programming, terms & restrictions subject to change at any time without notice. See directv.com for details.
©2025 DIRECTV. DIRECTV and all other DIRECTV marks are trademarks of DIRECTV, LLC. All other marks are the property of their respective owners.
