Privacy Policy

Uncommon Broadband respects your privacy. This Privacy Policy explains what information we collect, how we use it, how we protect it, and the choices you have when using our website, availability-check tools, Reservations, communications, managed Wi-Fi, and internet service.

This policy applies to website visitors, prospective members, Reservation holders, and active members.

1. Information We Collect

We collect information needed to check availability, review serviceability, provide service, bill for service, support members, maintain the network, and improve the member experience.

Information You Provide Directly

We may collect:

• Name

• Email address

• Phone number

• Service address

• Unit or apartment number

• Billing address

• Availability-check information

• Reservation information

• Service Profile preferences

• Installation notes

• Photos you voluntarily provide for serviceability or installation review

• Communications you send to us by email, SMS, phone, website chat, or form submission

• Payment-related information processed through our payment provider

We do not intentionally store full credit card numbers on our own systems. Card payments are handled by third-party payment processors.

Information Collected Through Service Use

When you use Uncommon Broadband service, we may collect technical and operational information such as:

• Assigned IP address

• Device identifiers needed to deliver service

• Equipment serial numbers

• Router, access point, or receiver status

• Signal quality

• Throughput

• Latency

• Packet loss

• Outage and performance logs

• Data usage totals

• Network events needed for troubleshooting, security, or service quality

We use this information to operate the network, troubleshoot issues, prevent abuse, protect members, and maintain service quality.

Website and Marketing Information

When you visit our website or interact with our marketing, we may collect:

• IP address

• Browser type

• Device type

• Pages visited

• Referring website or advertisement

• Form submissions

• Cookie and analytics data

• General location inferred from IP address

We may use cookies, pixels, analytics tools, and advertising platforms to understand campaign performance and improve the website.

2. How We Use Information

We use information to:

• Check whether service may be available at your location

• Contact you about availability, Reservations, installation, service, billing, or support

• Collect Reservation payments, installation fees, and monthly prepaid service payments

• Configure your Service Profile

• Schedule and complete installations

• Configure, monitor, and maintain Uncommon Broadband equipment

• Provide managed Wi-Fi when you choose to use it

• Troubleshoot service issues

• Detect outages, security threats, abuse, spam, or network misuse

• Improve network performance

• Communicate service updates

• Comply with legal obligations

• Protect Uncommon Broadband, our members, and the network

3. Service Profile Information

Uncommon Broadband uses Service Profiles rather than traditional fixed internet packages.

When you sign up for service, we may collect and store information related to your Service Profile, including selected speed, monthly price, billing status, equipment configuration, managed Wi-Fi preference, installation notes, and service history.

We use Service Profile information to provide service, support your account, manage billing, maintain equipment records, and operate the network.

4. Managed Wi-Fi Information

If you use Uncommon Broadband managed Wi-Fi equipment, we may be able to view and manage certain network information, including:

• Router status

• Access point status

• Connected device names

• Signal quality

• Traffic totals

• Diagnostic information

• Firmware status

• Equipment health

We use this information to support your service and improve your home network experience.

Managed Wi-Fi is optional. If you prefer to use your own router or Wi-Fi system, you may do so. In that case, our support and visibility generally stop at the Uncommon Broadband Ethernet handoff or installed service receiver.

5. Content of Communications

We do not monitor or inspect the content of your internet traffic for marketing purposes.

Like other internet providers, we may process technical network information necessary to route traffic, troubleshoot service, prevent abuse, respond to lawful requests, or protect the network.

We may review communications you send directly to us, such as emails, texts, support messages, website chats, or voicemails, in order to respond and provide service.

6. Reservations and Availability Checks

If you submit an availability check or Reservation, we may use your address, unit number, photos, and related information to determine whether service may be possible.

A positive availability result, invitation, or accepted Reservation is not a guarantee of service. Final serviceability may depend on line of sight, installation conditions, building restrictions, signal quality, equipment placement, network capacity, and successful installation.

7. How We Share Information

We do not sell member personal information.

We may share information with trusted service providers who help us operate the business, including:

• Payment processors

• CRM and support platforms

• Email and SMS providers

• Website hosting providers

• Advertising and analytics platforms

• Network management vendors

• Installation contractors

• Legal, accounting, insurance, or compliance professionals

We share only what is reasonably needed for those services.

We may also share information when required to:

• Comply with law

• Respond to subpoenas, court orders, or lawful government requests

• Enforce our Terms of Service

• Protect the security or integrity of the network

• Prevent fraud, abuse, or harm

• Transfer business records in connection with a merger, sale, financing, or business transfer

8. SMS, Email, and Automated Communications

By submitting your contact information, you agree that Uncommon Broadband may contact you about availability, Reservations, installation, service, billing, support, and account matters.

If you opt into marketing texts or emails, we may send updates about availability, Reservations, service expansion, or promotions.

You may opt out of marketing emails or texts at any time. Service-related messages, billing notices, outage alerts, appointment messages, and account notices may still be sent when needed to provide service.

9. Cookies and Advertising

We may use cookies, tracking pixels, analytics tools, and advertising platforms to:

• Measure website traffic

• Understand ad performance

• Retarget interested visitors

• Improve landing pages

• Reduce irrelevant advertising

• Track conversion from ads to availability checks or Reservations

You can control cookies through your browser settings. Some website features may not work correctly if cookies are disabled.

10. Data Retention

We keep information as long as reasonably needed to provide service, manage accounts, meet legal obligations, resolve disputes, prevent fraud, maintain business records, and enforce agreements.

We may retain network logs, billing records, installation records, support records, equipment records, and Reservation records for legitimate operational, legal, tax, accounting, or security purposes.

11. Security

We use reasonable administrative, technical, and physical safeguards to protect information.

Members are responsible for keeping their own account credentials, Wi-Fi passwords, and connected devices secure.

12. Children’s Privacy

Uncommon Broadband service is not directed to children under 13. We do not knowingly collect personal information from children under 13 through our website or sales process.

13. Your Choices

You may contact us to:

• Update your account information

• Correct inaccurate information

• Request access to information associated with your account

• Request deletion of information when legally and operationally possible

• Opt out of marketing communications

• Ask questions about privacy or data use

Some information may need to be retained for billing, legal, tax, network security, dispute resolution, or service records.

14. State Privacy Rights

Depending on where you live and whether a specific privacy law applies, you may have additional rights regarding access, correction, deletion, portability, or opting out of certain data uses.

Uncommon Broadband does not sell personal information. If our practices change, we will update this policy.

15. Third-Party Links and Services

Our website or communications may link to third-party websites, tools, or services. We are not responsible for the privacy practices of those third parties.

Payment processing, advertising platforms, CRM tools, and network management platforms may have their own privacy policies.

16. Changes to This Policy

We may update this Privacy Policy from time to time. The updated version will be posted on our website with a new “Last updated” date.

If changes are material, we may provide additional notice by email, website notice, or account message.

17. Contact Us

Questions about this Privacy Policy can be sent to:

Uncommon Broadband
Email: [email protected]

18. Mobile Messaging Privacy

19. Johnson Family Ventures LLC does business as Uncommon Broadband.

20. For clarity, SMS consent is collected only through separate, optional consent checkboxes. Submitting contact information by itself does not constitute SMS consent.

21. No mobile information will be shared with third parties/affiliates for marketing/promotional purposes. Information sharing to subcontractors in support services, such as customer service, is permitted. All other use case categories exclude text messaging originator opt-in data and consent; this information will not be shared with any third parties.

22. Message frequency varies. Message and data rates may apply. Reply STOP to opt out or HELP for help. Call 888-971-6543 or email [email protected].