Legal Documents and Information

Legal documents and information.

For questions regarding closed captioning please contact the following:

Technical Support Team
Telephone No: (802) 540-0007
Fax No: (802) 652-4220

If you would like to submit a written complaint regarding closed captioning, you may do so by sending your complaint to:

Burlington Telecom
Attn: Jeremy Patrie – Division Manager of Technical Operations and Commercial Sales
200 Church Street
Burlington, VT 05401
Telephone No: (802) 540-0007
Fax No: (802) 652-4220

  1. Subscriber Agreement
  2. Internet Acceptable Use Policy

    Burlington Telecom High-Speed Internet

    Acceptable Use Policy


    Burlington Telecom’s (“BT”) Acceptable Use Policy (“AUP”) is intended to help enhance the use of the Internet by preventing unacceptable use. All users of BT’s Internet service (“Service”)-those who access our Service but do not have accounts (“Visitors”), as well as those who pay a monthly service fee to subscribe to the Service (“Members”)-must comply with this AUP. You are responsible for any misuse of the Service, even if the misuse was committed by a friend, family member, or guest with access to your Service account. Therefore, you must take steps to ensure that others do not use your account to gain unauthorized access to the Service by, for example, strictly maintaining the confidentiality of your Service login and password. In all cases, you are solely responsible for the security of any device you choose to connect to the Service, including any data stored or shared on that device.

    BT supports the free flow of information and ideas over the Internet and does not actively monitor use of the Service under normal circumstances. Similarly, BT does not exercise editorial control over the content of any Web site, electronic mail transmission, news group, or other material created or accessed over or through the Service, except for certain proprietary websites. However, in BT’s effort to promote good citizenship within the Internet community, BT will respond appropriately if it becomes aware of inappropriate use of our Service. Although BT has no obligation to monitor the Service and/or the network, BT reserves the right at any time to monitor bandwidth, usage, transmissions, and content from time to time to operate the Service; to identify violations of the AUP; and/or to protect the network, the Service and BT users. BT prefers to advise customers of inappropriate behavior and any necessary corrective action. However, if the Service is used in a way that BT, in their sole discretion, believes violates this AUP, BT may take any responsive actions they deem appropriate. These actions include, but are not limited to, suspension or termination of your account, billing you for administrative costs and/or reactivation charges. Neither BT nor its affiliates, or agents will have any liability for any of these responsive actions. These actions are not BT’s exclusive remedies and BT may take any other legal or technical action it deems appropriate.

    BT reserves the right to investigate suspected violations of this AUP, including the gathering of information from the user or users involved and the complaining party, if any, and examination of material on BT’s servers and network. You expressly authorize BT to cooperate with (i) law enforcement authorities in the investigation of suspected legal violations, and (ii) system administrators at other Internet service providers or other network or computing facilities in order to enforce this policy. This cooperation may include BT providing available personally identifiable information about you to law enforcement or system administrators, including, but not limited to, username, subscriber name, and other account information. This AUP should be read in conjunction with our other policies.

    You agree to indemnify, defend and hold harmless BT and its affiliates, suppliers, and agents against all claims and expenses (including reasonable attorney fees) resulting from you engaging in any of the prohibited activities listed in this AUP or resulting from your violation of the AUP or of any other posted BT policy related to the Service. Your indemnification will survive any termination of the Subscriber Agreement.

    The following constitute violations of this AUP:
    a. IILLEGAL USE - Using the Services to transmit any material (by email, uploading, posting, or otherwise) that, intentionally or unintentionally, violates any applicable local, state, national or international law, or any rules or regulations promulgated there under.
    b. HARM TO MINORS -  Using the Services to harm, or attempt to harm, minors in any way.
    c. THREATS -  Using the Services to transmit any material (by email, uploading, posting, or otherwise) that threatens or encourages bodily harm or destruction of property.
    d. HARRASSMENT - Using the Services to transmit any material (by email, uploading, posting, or otherwise) that harasses another.
    e. FRAUDULENT ACTIVITY - Using the Services to make fraudulent offers to sell or buy products, items, or services or to advance any type of financial scam.
    f. FORGERY OR IMPERSONATION -  Adding, removing or modifying identifying network header information in an effort to deceive or mislead is prohibited. Attempting to impersonate any person by using forged headers or other identifying information is prohibited. The use of anonymous remailers or nicknames does not constitute impersonation. Using deliberately misleading headers in news postings in order to avoid spam email address collectors is allowed.
    g. UNSOLICITED COMMERCIAL EMAIL / UNSOLICITED BULK EMAIL - Using the Services to transmit any unsolicited commercial email or unsolicited bulk email. Activities that have the effect of facilitating unsolicited commercial email or unsolicited bulk email whether or not that email is commercial in nature, are prohibited.
    h. UNAUTHORIZED ACCESS - Using the Services to access, or to attempt to access, the accounts of others, or to penetrate, or attempt to penetrate, security measures of BT’s or another entity’s computer software or hardware, electronic communications system, or telecommunications system, whether or not the intrusion results in the corruption or loss of data.
    i. COPYRIGHT OR TRADEMARK INFRINGEMENT - Using the Services to transmit any material (by email, uploading, posting, or otherwise) that infringes any copyright, trademark, patent, trade secret, or other proprietary rights of any third party, including, but not limited to, the unauthorized copying of copyrighted material, the digitization and distribution of photographs from magazines, books, or other copyrighted sources, and the unauthorized transmittal of copyrighted software.

    j. RESELLING SERVICE - Reselling the Service or otherwise make available to anyone outside the Premises, the ability to use the Service, in whole or in part, directly or indirectly, or on a bundled or unbundled basis. The Service is for personal and non-commercial use only and you agree not to use the Service for operation as an Internet service provider or for any business enterprise or purpose, or as an end-point on a non BT local area network or wide area network.
    k. NETWORK DISRUPTIONS AND UNFRIENDLY ACTIVITY -  Using the Services for any activity which adversely affects the ability of other people or systems to use BT Services or the Internet. This includes “denial of service” (DoS) attacks against another network host or individual user. Interference with or disruption of other network users, network services or network equipment is prohibited. It is the Member’s responsibility to ensure that their network is configured in a secure manner. A Member may not, through action or inaction, allow others to use their network for illegal or inappropriate actions. A Member may not permit their network, through action or inaction, to be configured in such a way that gives a third party the capability to use their network in an illegal or inappropriate manner.
    l. NEWS -  BT Members should use their best judgment when posting to any news group. Many groups have charters, published guidelines, FAQs, or “community standards” describing what is and is not considered appropriate. Usenet can be a valuable resource if used properly. The continued posting of off-topic articles is prohibited. Commercial advertisements are off-topic in most news groups, especially regional groups not specifically named for such. The presence of such articles in a group is not indicative of the group’s “intended” use. Please familiarize yourself with basic Usenet etiquette before posting to a newsgroup.

    m. HIGH VOLUME USE – Using a personal account for high volume or commercial use is prohibited. The Services are intended for periodic, active use of e-mail, news groups, file transfers. Internet chat, games and browsing the World Wide Web. If you require a high volume service, please contact us to purchase commercial service.

    BT reserves the right to revise, amend, or modify this AUP and our other policies and Agreements at any time and in any manner. Notice of any revision, amendment, or modification will be posted at

    Continued use of service constitutes acceptance of the policies set forth in this AUP. If you do not accept these policies please notify BT immediately and we will cancel your service.


  3. Privacy Policy


    Burlington Telecom (“BT”) has strict policies governing employee access to customer records. We access customer accounts, records or reports for authorized business purposes only. We educate our employees about their obligation to safeguard customer information and telephone calls, and we hold them accountable for their actions. BT obtains information from customers that helps us to provide service, and we use that information for business purposes only.We collect and maintain information about you such as your name, address and telephone number. When you call us, a service representative uses this personally identifiable information in order to render service.BT keeps all of our records private including the services you buy, the programs that you purchase and the calls that you make. We do not ordinarily disclose this information without your permission. The only time that BT will release customer information without involving you is when disclosure is required by law or to protect the safety of customers, employees or property or when contractual obligations requires; such as:

    • If you subscribe to telephone service with BT and dial 911, information about your location may be transmitted automatically to a public safety agency. Certain information about your long-distance calls is transmitted to your long distance company for billing purposes. BT also is required by law to give competitive local exchange carriers access to its customer databases for purposes of serving their customers, to exchange credit information with other carriers, and to provide listings (other than certain non-published and non-listed information) to directory publishers.
    • BT must disclose information, as necessary, to comply with court orders, search warrants or subpoenas. BT also will share information to protect its rights or property and to protect users of its services and other carriers from fraudulent, abusive or unlawful use of services.
    • BT may provide information to collection agencies about former customer accounts that are in arrears.
    • BT also occasionally uses contractors to do work for the company. These contractors have the same obligations as our regular employees concerning customer information.



    We take reasonable security precautions to protect your personally identifiable information that we collect on the services from unauthorized access, use and disclosure. For example, we store billing records on computers in a controlled and secure environment and we destroy all credit card, financial and personal data we receive by shredding after internal use. However, we cannot guarantee that our security precautions will, absolutely, without any possible exception, prevent every unauthorized attempt to access, use or disclose your personally identifiable information.


    We will maintain most, if not all, of the personally identifiable information we have collected during the time you are a subscriber. We generally will destroy the information after a reasonable time following the termination of your account with us, if we no longer need to retain the information for the purpose for which it was collected or retention is no longer required by law, tax or other legitimate business activities.


    As required by Federal law, we will notify you of our Privacy Policy annually. We reserve the right to modify this policy at anytime. We will notify you of any material changes via written, electronic, or other means permitted by law. If you find the change unacceptable, you have the right to cancel service. Your continued use of service following the notice will be considered an acceptance of the change.


  4. Third Party Website Disclaimer
    As a service and convenience to our customers, Burlington Telecom regularly provides links to third party websites. Any website you visit by a link from this site is solely the responsibility of the vendor, merchant, or other party providing the site. Links that may be accessed via this site are for the convenience of browsers only. The content of, including materials and information contained on, any site to which you link from this site is solely the responsibility of the provider of that web site. Any transactions that you enter into with a vendor, merchant or other party listed in this site or linked from this site are solely between you and that vendor, merchant or other party. Burlington Telecom is not responsible for any such third party content that may be accessed via this site, nor the organizations publishing those sites, and hereby disclaims any responsibility for such content. 
  5. Net Neutrality Disclosure



    Update November 14, 2011

    Consistent with FCC regulations,[1] the City of Burlington d/b/a Burlington Telecom (“BT”) provides this information about our broadband Internet access services.  We welcome questions or comments about this information.  You may contact us at (802) 540-0007

    Network Practices

    General description.  We provide a variety of broadband Internet access service offerings to our residential and business customers.  We provide the services over fiber optic lines connecting to the Internet.  We monitor our network and traffic patterns and make changes we deem necessary to manage and improve overall network performance.  We use reasonable, nondiscriminatory, network management practices to improve overall network performance to ensure a high-quality online experience for all users.  Our network management practices do not target any specific content, application, service, or device.  As network management issues arise and as technology develops, we may employ additional or new network management practices.  We will update these disclosures as necessary.

    Related documents aAnd disclosures.  Use of our Internet service is also governed by:

    • Burlington Telecom Internet Acceptable Use Policy
    • Burlington Telecom Privacy Policy

    Congestion Management.  We describe in this section network management practices used to address congestion on our network.

    Congestion management practices used.

    Network monitoring.  We monitor our network for utilization trends.  We monitor network traffic and congestion on a daily basis.  We use this information to plan increases in bandwidth available, port additions, or additional connectivity to the Internet.  We place no limitations on data usage.

    Types of traffic affected.  Our congestion management practices do not target any specific content, application, service, or device.

    Purposes of congestion management practices.  Our Internet network is a shared network.  This means that our customers share upstream and downstream bandwidth.  The goal of our congestion management practices is to enable better network availability and speeds for all users.  Our congestion management practices serve to:

    • Help us adapt and upgrade our network to maintain or improve network performance as demand for our Internet service increases.
    • Help us adapt and upgrade our network to maintain or improve network performance as demand for higher bandwidth applications increases.  Some examples of higher bandwidth applications are gaming, streaming movies, and streaming high definition video.
    • Help us identify potential bandwidth abusers.

    Congestion management criteria.  Our network monitoring provides data to help us plan upgrades to our network, equipment, technology, and connectivity to the Internet.  As demand for our Internet service increases, and as demand for higher bandwidth applications increases, we monitor effects on network performance and plan upgrades as we deem necessary to meet advertised speeds.

    Effects on end user experience.  Because our Internet service network is a shared network, periods of high network demand may result in Internet traffic congestion.  Our network monitoring practices are continually conducted and adjustments made accordingly to provide end users with the best possible experience.

    Typical frequency of congestion.  Congestion tends to occur during periods of peak demand for higher bandwidth applications. Generally, the frequency of congestion tends to increase from 7 pm – 11 pm, especially on Friday and Saturday nights as well as holidays.

    Application-Specific Practices.  We do not manage congestion by restricting or managing any specific protocol ports, fields, or applications. If at any time, Burlington Telecom changes this practice, we will update these disclosures as necessary.

    Device Attachment Rules.  This section addresses any limitations on attaching lawful devices to our network.

    General restrictions on types of devices to connect to network.

    While we do not have specific device restrictions, to use our Internet service a customer’s computer must include a Network Interface Card (“NIC”), in order to access the internet. Beyond that, our service works with most types of PCs and laptops including Macs.  If a customer or potential customer believes they have an unusual configuration, our help desk help determine if there is an equipment compatibility problem.

    Fiber-to-the-Home Internet Service.  Our fiber-to-the-home service requires connection of a residential gateway device and Optical Network Terminal (ONT) to our network.  We provide and install the ONT, and you can obtain a residential gateway device from us or you may purchase one from most retail electronics sellers.

    “Hot Spots” Wireless Service.  Our Access Points require a device that is able to receive a radio signal. We install Access Points throughout the City of Burlington, a list of these hot spots can be found at

    Network and End User SecurityThis section provides a general description of the practices we use to maintain security of our network and end users, including triggering conditions.

    Practices used to ensure network and end-user security, including triggering conditions.  In general, we promptly address any event originated by a customer or customer equipment that negatively affects others’ use of the network.  Our practice is to first contact the customer causing the problem, and if we received no response, we terminate that customer’s service until the problem is corrected.

    Practices used to ensure network security, including triggering conditions.

    Hostile port blocking.  We do not currently block ports. If Burlington Telecom changes this current practice, these disclosures will be updated as necessary.

    Virus and Spam filtering.  We filter all outbound email traffic for viruses and spam.  Our inbound virus and spam filtering is performed by a third-party provider.  Our contractor performs industry standard virus scanning and prevention techniques on our email platform for mail inbound from the public network.  Should an email message be found to contain a virus or other harmful content, the message will be deleted without notification given either to the sender or the intended recipient(s).

    Misuse of System Resources.  To protect and maintain high availability of all its servers, activities designed to cause harm to or monopolize the resources of any server in our network are strictly prohibited.

    Performance Characteristics

    General Service Description.  Our fiber-to-the-home Internet service product includes wiring, an Optical Network Terminal (ONT) and a residential gateway device.  Our Access Points include external and internal rated equipment to service locations inside and outside.  Through our Internet service products, we serve as a local Internet service provider.  Our Internet service products enable residential and commercial subscribers to access all lawful content, applications, and services of their choice available on the Internet

    Fiber-to-the-Home Internet service technology.  We deliver our fiber-to-the-home service over our fiber optical network.  Customers access our network using a residential gateway device.  To connect from our network to the Internet, we use equipment called an Optical Network Terminal (ONT) and a residential gateway device that acts as a gateway to the Internet for our customers’ personal computer or routers. This is a shared network, which means that our customers share upstream and downstream bandwidth.

    Hot Spots Wireless Internet service technology.  We deploy our access points through our internet network via fiber with some using ONT’s and some using point to point fiber connections, all connecting through our internet switch.   

    Expected and Actual Speeds and Latency. We offer customers a variety of Internet service levels. We provide a description of the expected maximum transfer speeds associated with each residential service level. We test our network routinely to address any issues concerning network congestion.  Our goal is provide the customer with the speeds they have subscribed to.

    Speed.  The speeds we identify for each Internet access service level are the maximum upload and download speeds that customers are likely to experience.  We provision and engineer our network to deliver the speeds to which our customers subscribe.  However, we do not guarantee that a customer will actually achieve those speeds at all times.  A variety of factors can affect upload and download speeds, including customer equipment, network equipment, congestion in our network, congestion beyond our network, performance issues with an Internet application, content, or service, and more.

    Latency.  Latency is another measurement of Internet performance.  Latency is the time delay in transmitting or receiving packets on a network.  Latency is primarily a function of the distance between two points of transmission, but also can be affected by the quality of the network or networks used in transmission.  Latency is typically measured in milliseconds, and generally has no significant impact on typical everyday Internet usage.  As latency varies based on any number of factors, most importantly the distance between a customer’s computer and the ultimate Internet destination (as well as the number and variety of networks your packets cross), it is not possible to provide customers with a single figure that will define latency as part of a user experience.

    Actual speed and latency performance.  Actual speed and latency performance for our service follows.

    Fiber-to-the-Home service. The FCC has reported that customers of fiber-to-the-home based broadband Internet services receive mean download speeds that are within 114% of advertised speeds during non-peak hours, and 113.5% of advertised speeds during peak hours.[2]  In addition, the FCC has reported that these same customers experience average latency[3] delays of 17 milliseconds, increasing by an average of 18 milliseconds during peak hours.  Our data indicates our fiber-to-the-home service latency ranges from 1to 3 milliseconds.

    Hot Spots Wireless service.  Burlington Telecom’s Hot Spots receive mean download speeds that are within 95% of advertised speeds during non-peak hours, and 93% of advertised speeds during peak hours.

    Customer Speed Test.  We provide a customer speed test for our customers, available at  Should a customer experience a problem, we will dispatch a service technician within a 24 hour period.

    Suitability of the Service for Real-time Applications.  Each of our Internet services are suitable for typical real-time applications including messaging, voice applications, video chat applications, gaming, and Internet video.  If users or developers have questions about particular real-time applications, please contact us at (802) 540-0007

    Commercial Terms

    Prices. Monthly prices for our Internet access services are available at[a1]

    Privacy Policies.  From time to time, we may need to disclose anonymized network traffic information to third parties solely for purposes of providing and maintaining our Internet service product or if required by law.  We reserve the right to do so.  For further information on our privacy policies, see our Internet Acceptable Use Policy and Privacy Policy located at

    Illegal or Indecent Content.  Use of any Burlington Telecom service to make any illegal, indecent or obscene content available via transmission, storage, or display of such material is prohibited.   Accounts maintaining such content are subject to suspension or termination without notice.

    Inspection of network traffic. We routinely monitor network and traffic patterns.

    Virus and Spam filtering. We filter all outbound email traffic for viruses and spam.  Our inbound virus and spam filtering is performed by a third-party provider.  Our contractor performs industry standard virus scanning and prevention techniques on our email platform for mail inbound from the public network.  Should an email message be found to contain a virus or other harmful content, the message will be deleted without notification given either to the sender or the intended recipient(s).

    Storage of network traffic information.  Dynamic Host Configuration Protocol (DHCP) information is a code included in all network traffic that associates that traffic with a particular cable modem or customer equipment sending or receiving the traffic.  We store DHCP information for at least 6 months.

    Provision of network traffic information to third parties.  We may disclose network traffic information to third parties solely for purposes of providing and maintaining our Internet service product or if required by law in accordance with our Privacy Policy.

    Use of network traffic information for non-network management purposes.  Burlington Telecom does not currently use network traffic information for non-network management purposes. In the event this practice changes, Burlington Telecom will update these disclosures as applicable.

    Redress Options; end-user complains and questions. End users or edge providers with complaints or questions relating to these disclosures should contact our help desk at (802) 540-0007 or use our website customer care link, available at, to submit complaints or questions. We will endeavor to answer questions promptly via email or voice.  For complaints, we will provide an initial response in writing within 15 business days of receipt. We will attempt to resolve complaints informally, escalating the matter to senior management if needed.

    [1] 47 CFR 8.3 and In re:  Preserving the Open Internet, Broadband Industry Practices, Report and Order, 22 FCC Rcd 17905 (2010).

    [2] The FCC has defined peak hours measured during “busy hour” as weeknights between 7:00 pm and 11:00 pm local time.

    [3] The FCC has defined latency is the total length of time it takes a signal to travel from an origination point to the nearest server, plus the time for an acknowledgement of receipt to travel back to the origination point.  The nearest server is the server providing the minimum round trip time.