Has your facility recently received a notice or email from Spectrum regarding a potential breach of their Acceptable Use Policy (AUP)? Many facilities are being informed by Spectrum about violations related to residents’ use of Spectrum Business Internet services. The notice typically states that reselling or redistributing internet services within the facility to residents without authorization is a violation of Spectrum’s terms of service (see sample below).

We understand this can be concerning, and it’s important to address the situation promptly. Spectrum’s terms specifically restrict the sharing of business internet services for purposes beyond those outlined in their agreements. Spectrum does not permit broadband services to be used by facility residents or guests because they view residents as potential individual customers. Their business internet services are intended solely for facility staff and business use. If you require services for residents and guests, Spectrum offers a service called Community Solutions, which can be costly.

How do I know if this applies to me?

If you have a Spectrum Business account, there’s a good chance you’ve either received or will soon receive this notice. These notices are generally sent via mail to the facility or to wherever AP is set up to receive invoices. It’s important that you proactively reach out to all your facilities with Spectrum services and ask them to be on the lookout for this notice. For reference, you can access the map below to see if Spectrum operates in your territory.

What do I need to do?

The first step is to respond to the notice by using the unique link provided in the notice (as shown below).

Keep in mind that Spectrum’s Acceptable Use Policy strictly states that Spectrum Business accounts may only be used for business matters.

Unfortunately, many customers have had their services shut down even after responding to the notice, as Spectrum detected higher-than-normal usage on the accounts and did not accept their response. Therefore, we strongly urge all customers to consult with us about ensuring a secure backup is in place at any sites using Spectrum services. If you do not have a backup, please click the button below and fill out your information so we can provide a quote.

For support or if you have any questions, please reach out to Empire Telecom at support@empiretelecomnj.com. Our team is ready to help resolve any concerns and work with you to ensure that your facility stays connected without interruption.