What types of Customer Information Do We Collect?

Some of the customer information we collect identifies or can potentially identify you (we call this “personally identifiable information”), such as your name, address, and telephone numbers; your Social Security Number; credit information and bank account or credit card numbers; your payment preferences; subscriber correspondence; or other demographic information, such as size of household. Our records also contain information on billing and payment history, maintenance and repairs, inquiry and technical support interaction, service options you have chosen, and other information related to the installation and maintenance of your IPTV video service.

Personally identifiable data does not include aggregated data that does not identify a particular person or persons, demographic information not connected to an identified individual or household, or non-personal information such as MAC addresses associated with set-top boxes, modems, routers, or other equipment identifiers. In addition, as part of our normal course of business, we generate and maintain billing and account information such as billing, payment, and deposit history; the services to which you have subscribed; customer correspondence and communications records; and maintenance, repairs, and complaint information.

Sometimes, we also obtain additional information from outside sources to supplement the information we collect from you. We might add information about you or your community available from third parties such as research consultants and marketing firms (such as the information that merchants use in delivering catalogs by mail, or census information about neighborhoods). We may also collect the following service-specific customer information depending on the Services to which you subscribe:

Phone Services

As part of delivering phone services, we keep information about the quantity, technical configuration, type, destination, location, and amount of your use of phone services, calling patterns, and information contained on your telephone bill concerning the phone services you receive. When that information is accompanied by your name, address, or telephone number, it is known as customer proprietary network information or “CPNI” and is subject to special protections as described in Section E below. Your name, address, and telephone number alone do not constitute CPNI, however.

High-Speed Internet Service

If you subscribe to our High-Speed Internet service we transmit and may collect and store for a period of time, information generated by the service when you send and receive e-mail, video mail, and instant messages; transfer and share files; make files accessible; visit websites; or post blogs, comments, or other information.

IPTV Video Service

If you are an IPTV Video Subscriber, we may also automatically collect information when you use our systems such as by ordering or viewing on-demand programming, or engaging in other interactive programming features. This information is primarily used to carry out the requests you make using your remote control, set-top box, or other equipment. It may also include other information such as the time you actually use our services, the use of other features of our services, and which menus and menu screens are used most often, and the time spent using them.

Information collected from these services is maintained on an anonymous basis, except in connection with billing for usage of video-on-demand or pay-per-view services or as necessary to fulfill any other request or order you make via the transactional and interactive services. Some of our advertisements may invite interactive or transactional follow-up from you. If you request products, services, features, or information via such interactive advertisements, we collect and use the information generated by the request, including personally identifiable information when necessary, in order to carry out your request.

We may also collect channel tuning data to determine which programs are most popular, how many people watch a program to its conclusion, and whether people are watching commercials, as well as other audience measurement-focused information. All personally identifiable information is removed from this data. GoSEMO, or our contractors or agents, may from time to time share this anonymous information with our advertisers, content providers, or other third parties working on our behalf such as audience measurement or market research firms.

These firms may combine this information with information about you or your community (such as the information that merchants use in delivering catalogs by mail, or census information about neighborhoods) to provide us with audience analysis data. Our audience measurement helps us and the program networks we carry decide on which programs and channels to carry out and to improve our IPTV video services.

We also use this information to provide you with a more personalized experience by directing advertisers to the channels that produce more sales as they consider, design, and evaluate advertising campaigns. In addition to this privacy notice, we may provide additional notices to you regarding specific advertising or other initiatives. These notices will describe the initiatives in greater detail and may, as appropriate, contain information you can use to choose to participate, or not participate, in these initiatives.