MTCO Communications, Inc. Whenever you do something like buy one of our
products, watch a show or download an app, information is created.
explain how we collect, use and protect that information.
will always provide you with notice of material changes to this Policy.
In order to do things like constantly improve our services, products
and relationship with you, we may collect different types of
information that help us learn more about how you use our offerings.
Here’s some of the information we collect:
includes your name, address, telephone number, e-mail address,
service- related details such as payment data, security codes,
service history and other information like that;
Network Performance & Usage Information
tells us how you use our networks, our products and our services,
and how well our equipment and networks are performing;
Web Browsing & Wireless Application Information
tells us about the websites you visit and the mobile applications
you use on our networks;
TV Viewing Information
tells us about which programs you watch and record and similar
information about how you use our video services and applications.
Here are the three basic ways we collect it:
We get information from you when you do things like make a purchase
We collect it from how you use our products and services;
We obtain information from other sources like credit agencies and
other service providers.
Here are just some of the ways we use it. To:
Provide services and improve your customer experience;
Send you bills for your services;
Respond to your questions;
Address network integrity and security issues;
Do research and analysis to maintain, protect, develop and improve
our networks and services;
Let you know about service updates, content, offers and promotions
that may be of interest to you;
Improve entertainment options;
Deliver Relevant Advertising;
Assist in the prevention and investigation of illegal activities and
violations of our Terms of Service or Acceptable Use Policies.
Some examples of who we share your Personal Information with:
1. To give you the best customer experience and to help you get
everything we have to offer.
2. With other companies and entities, to:
Respond to 911 requests and other emergencies or exigencies;
Comply with court orders and other legal process;
Assist with identity verification, and preventing fraud and identity
Enforce our agreements and property rights; and
Obtain payment for products and services including the transfer or
sale of delinquent accounts to third parties for collection
Our privacy commitments
We don't sell your Personal Information to anyone for any purpose.
We keep your Personal Information in our business records while you are a customer, or until it is no
longer needed for business, tax or legal purposes.
We will keep your information safe using encryption or other
appropriate security controls.
We Do Not Knowingly Collect Personally Identifiable Information From
MTCO Communications does not target children (under the age of
thirteen) for collection of personally identifiable information through
our Website or offline, and it is against our policies to knowingly
gather that kind of information from children. Federal law requires
website operators who knowingly collect personal information from
children under the age of thirteen to first get parental consent, and
children should always get permission from their parents before sending
any information about themselves (such as their names, email addresses,
postal addresses and phone numbers) over the Internet, to us or to
anyone else. Persons under the age of eighteen are not eligible to
subscribe to MTCO’s television, Internet access, telephone or other
QUESTIONS ABOUT THE SCOPE OF THIS POLICY
1. What does this Policy cover?
collect about our customers and users (how we collect it and how we use
it). Use of our products and services, as well as visits to our
2. What about my family members and other users of my MTCO account?
Does this Policy apply to them?
Yes. You're responsible for making sure all family members or other
users under your account understand and agree to this Policy.
3. When is information not covered by this Policy?
Any time you give information to companies other than MTCO. Some
When you download applications or make purchases from other companies
while using our Internet service;
When you go to a non-MTCO website from one of our websites or
applications (by clicking on a link or an advertisement, for example);
If you use public forums - such as social networking services,
Internet bulletin boards, chat rooms, or blogs - the information is
publicly available, and we cannot prevent distribution and use of that
information by other parties;
When you purchase or use non-MTCO products (such as wireless devices,
internet browsers and mobile applications) in combination with MTCO
When we license our brand to other companies for their use in
marketing and selling certain non-MTCO products and services,
information you give those companies is not covered by this Policy.
4. Can my information be covered by this policy and other privacy
policies at the same time?
Yes, that can happen. For example:
If you connect to our Wi-Fi service through another network, such as
one provided in a hotel, airport or other venue, any information
collected from your use of that network could be subject to either the
MTCO policy or the venue policy, and sometimes both. The same thing
applies if you connect to our network through your employer's corporate
network, or any network operated by a non-MTCO company.
We think it's a great idea to take a look at the privacy policies of
any companies you do business with to learn how they use your
5. What about business customers?
We may have written product or service agreements with our business
customers that contain specific provisions about confidentiality,
security or handling of information. When one of these agreements
differs from or conflicts with this Policy, the terms of those
agreements will apply. In all other instances, the terms of this Policy
QUESTIONS ABOUT THE INFORMATION WE COLLECT, HOW WE COLLECT IT AND HOW
WE USE IT
1. What information do we collect?
We may collect different types of information based on your use of our
products and services and on our business relationship with you.
Contact Information that allows us to communicate
with you. We get this information when you order or register for our
services. This would include information like your name, address,
telephone number and e-mail address.
Billing Information related to your financial
relationship with us, such as the services we provide to you, the
telephone numbers you call and text, your payment history, your credit
history, your credit card numbers, Social Security number, security
codes and your service history.
Technical & Usage Information: related to the
services we provide to you, including information about how you use our
networks, services, products or websites. Some examples include:
Equipment Information that identifies the equipment
on our networks, such as equipment type, device IDs, device status,
serial numbers, settings, configuration and software.
Network Performance & Usage Information about
the operation of the equipment, services and applications you use on
our networks. Examples of this might include resources you use when
uploading, downloading or streaming data to and from the Internet. We
also collect information like transmission rates and delays, data
associated with remote monitoring services and security
Web Browsing & Mobile Application Information
such as IP addresses, URLs, data transmission rates and delays.
TV Viewing Information is generated by your use of
any of our IPTV digiMAX services. These services may include video on
demand, pay per view, DVR services, applications to watch your TV on
the go for tablet or smartphone (such as the watchTVeverywhere app) and
similar MTCO services and products, including the programs and channels
you and those in your household watch and record, the times you watch
and how long you watch. We also collect information related to your use
and interaction with the equipment in your home, including the TV
receivers, set top boxes, remotes and other devices you may use to
access our services.
2. How Do You Collect Information?
In three basic ways:
You Give It To Us when you make a purchase or set up
an account with us;
We Automatically Collect Information when you use
our networks, products and services.
We Obtain Information from Outside Sources like
credit reports, marketing mailing lists, and commercially available
geographic and demographic information along with other publicly
available information, such as public posts to social networking sites.
3. How Do You Use My Information?
We use your information to improve your experience and to make our
business stronger. Some examples include:
Providing and managing your services, responding to your questions
and addressing problems;
Delivering customized content, or advertising, such as personalized
offers for products and services that may be of interest to you;
Communicating service updates, offers and promotions;
Protecting network integrity and security, ensuring quality control,
optimizing capacity and preventing misuse;
Network enhancement planning, engineering and technical support;
Conducting research and analysis for maintaining, protecting and
developing our networks and our services;
Preventing illegal activities, suspected fraud, and potential threats
to our networks and our customers’ networks;
Investigating violations of our Terms of Service, Acceptable Use
Policies, or other service conditions or restrictions; and
Protecting the safety of any person.
4. Do you use the information I store using one of your cloud services?
We only use it to provide you with that service, unless we first get
your permission to use it for something different.
QUESTIONS ABOUT INFORMATION SHARING
1. Do you provide information for phone books and Caller ID?
Yes and No.
Yes, we share the names, addresses and telephone numbers of our
wireline telephone customers with businesses that publish telephone
directories and provide directory assistance services. We are required
by law to do that. We honor your request for non-published or non-
listed phone numbers. Once we provide published listing information to
those businesses, they may use, sort, package, repackage and make it
available again in different formats to anyone. Yes, we also provide
wireline calling name and number information for CallerID.
2. Do you share my Personal Information with other companies for them
to market to me?
No, we do not share your personal information for other companies to
market to you.
3. Are there any other times when you might provide my Personal
Information to other companies or entities?
Yes. We share your Personal Information with companies that perform
services for us, like processing your bill. Because we take our
responsibility to safeguard your Personal Information seriously, we do
not allow those companies to use it for any purpose other than to
perform those services, and we require them to protect it in a way
consistent with this Policy.
There are also occasions when we provide Personal Information to other
companies or other entities, such as government agencies, credit
bureaus and collection agencies, without your consent. Some examples
include sharing to:
Comply with court orders, subpoenas, lawful discovery requests and
other legal or regulatory requirements, and to enforce our legal rights
or defend against legal claims;
Obtain payment or make refunds for products and services that appear
on your MTCO billing statements, including the transfer or sale of
delinquent accounts or refund obligations to third parties for
collection or payment;
Enforce our agreements and protect our rights or property,
Assist with identity verification and e-mail address validation;
Notify, respond or provide information to a responsible governmental
entity in emergency or exigent circumstances or in situations involving
immediate danger of death or serious physical injury; and
Notify the National Center for Missing and Exploited Children of
information concerning child pornography of which we become aware
through the provision of our services.
4. Do you share my personally identifiable TV Viewing Information with
No, we do not.
Notice Regarding Disclosure of Personally Identifiable Information of
IPTV Subscribers in Response to A Court Order
In the case of a court order obtained by a non-governmental entity,
MTCO is authorized to disclose personally identifiable information
collected from TV subscribers as a result of the subscriber's use of TV
service only after providing prior notice to the subscriber.
In the case of a court order obtained by a governmental entity, MTCO
is authorized to disclose personally identifiable information collected
from TV subscribers as a result of the subscriber's use of TV service
only if, in the court proceeding relevant to the order:
The governmental entity offers clear and convincing evidence that the
subject of the information is reasonably suspected of engaging in
criminal activity and that the information sought would be material
evidence in the case; and
The subject of the information has an opportunity to appear and
contest the governmental entity's claim; and
We have provided notice to the subscriber as required by applicable
QUESTIONS ABOUT DATA PROTECTION AND SECURITY
1. Do we sell your Personal Information?
No. We do not sell your Personal information to anyone, for any
2. How long do we keep your Personal Information?
We keep your Personal Information as long as we need it for business,
tax or legal purposes. After that, we destroy it by making it
unreadable or undecipherable.
3. What safeguards does MTCO have in place?
We've worked hard to protect your information. And we've established
electronic and administrative safeguards designed to make the
information we collect secure. Some examples of those safeguards
All of our employees are subject to the MTCO Company Policy Handbook
and certain state-mandated codes of conduct. All employees must follow
the laws, rules, regulations, court and/or administrative orders that
apply to our business - including, specifically, the legal requirements
and company policies surrounding the privacy of communications and the
security and privacy of your records. We take this seriously, and any
of our employees who fail to meet the standards we've set forth are
subject to disciplinary action. That includes dismissal.
We've implemented technology and security features and strict policy
guidelines to safeguard the privacy of your Personal Information. Some
Maintaining and protecting the security of computer storage and
network equipment, and our security procedures require employee user
names and passwords to access sensitive data;
Applying encryption or other appropriate security controls to protect
Personal Information when stored or transmitted by us;
Limiting access to Personal Information to only those with jobs
requiring such access; and
Requiring caller/online authentication with an account password or
answers to two security questions before providing Account Information
so that only you or someone listed on your Account will be able to
access or make changes to the Account Information or services.
Although we strive to keep your Personal Information secure, no
security measures are perfect, and we cannot guarantee that your
Personal Information will never be disclosed in a manner inconsistent
with this Policy (for example, as the result of unauthorized acts by
third parties that violate the law or this Policy).
4. Will you notify me in case of a security breach?
Laws and regulations guide us in how to give you notification when
certain types of sensitive information are involved in a security
breach. We will provide you with notice in accordance with these laws
5. Can I review and correct my Personal Information?
Yes. We are happy to help you review and correct the Personal
Information we have associated with your account and billing records.
Please contact us.
QUESTIONS ABOUT FUTURE CHANGES
1. What happens if there is a change in corporate ownership?
Information about our customers and users, including Personal
Information, may be shared and transferred as part of any merger,
acquisition, sale of company assets or transition of service to another
provider. This also applies in the unlikely event of an insolvency,
bankruptcy or receivership in which customer and user records would be
transferred to another entity as a result of such a proceeding.
2. Will I be notified if there are changes to this policy?
make and to satisfy legal requirements. We will post a prominent notice
of the change on our websites. We will provide you with other
appropriate notice of important changes at least 30 days before the
Customer Proprietary Network Information (CPNI)
This information applies to MTCO telephone customers. The Federal
Communications Commission (FCC) has adopted rules for communication
companies to protect your privacy rights as a customer of MTCO. These
rights are in addition to the existing safeguards that MTCO already has
in place to ensure your privacy rights. The FCC requires MTCO to notify
you as a subscriber of your right to restrict the use of, disclosure
of, and access to your Customer Proprietary Network Information (CPNI).
You have the right, and MTCO has a duty, under Federal law, to protect
the confidentiality of your CPNI.
: CPNI is information MTCO possesses solely due to the customer-carrier
relationship that is necessary for MTCO to serve your
CPNI is defined by the FCC as information that relates to the quantity,
technical configuration, type,
destination, and amount of use of a telecommunications service
subscribed to by any customer of a telecommunications carrier and that
is made available to the carrier by the customer solely by virtue of
the carrier-customer relationship; and information contained in the
bills pertaining to telephone exchange or toll service received by a
customer of a carrier.
CPNI does not include information that is in the public domain or
available from other non-MTCO sources. For example, census data,
subscriber list information, and published directory information is
Examples of CPNI
: This includes MTCO’s knowledge of the types of services to which you
subscribe such as Caller ID, the quantity of your calls, or the amount
of your long distance bill or a list of phone numbers you have called.
In other words, CPNI is information about when, where, and how often a
customer makes use of telecommunications services.
Permitted Use of CPNI by MTCO without your permission
: CPNI can be used by MTCO for certain purposes without your
permission. MTCO may use CPNI to offer you new or enhanced services
that are related to the category of services to which you currently
subscribe. MTCO may also use CPNI to respond to your inquiry regarding
services you currently use or related services MTCO offers. In
addition, MTCO may use CPNI in connection with repair and maintenance
services, billing and collection, to protect property and to prevent
WHAT THIS MEANS TO YOU
: As part of MTCO’s compliance with the CPNI rules, all customers
choose a random, unique password. You will be asked to provide this
password when you contact MTCO, either via telephone or in person,
before any of our representatives are allowed to divulge CPNI
information. You can add a second authorized user on your account (they
will also need to have this password). Business customers will need to
establish one (or two) main contacts to handle this information.
processes, or need further assistance, please contact Customer Service
at 309-367-4197 or 1-800-859-6826, or visit https://www.mtco.com/?contact. We can also be
reached via mail at MTCO Communications, PO Box 800, Metamora, IL
MTCO Communications Customer Security Policy
At MTCO, we are committed to protecting your account information.
You will be required to have a Security Password and two Security
Questions setup on your account. You will need to know the Security
Password OR answer the two Security Questions before we assist you.
Each person that needs access to your account will also have to be
listed on the account.
We will assist only those people that are listed on your account AND
know the Security Password or can answer the two Security Questions.
Frequently Asked Questions about the Customer Security Policy:
If I don't have a Security Password and Security Questions setup
what will happen?
If you are an account owner, you will be required to setup a Security
Password and Security Questions before proceeding to what you contacted
or visited us for. To properly identify you as the account owner you
will be asked several questions, including your Account Number, Invoice
Number, and the Total Due on one of your latest MTCO invoices.
2. If I don't know my Security Password and Security Questions what
If you are listed on the account, then:
We can call you at your MTCO landline telephone number, if you have
one, in order to assist you.
You can visit your local office. You will be required to show your
valid, state-issued photo
I.D. We can then assist you and provide your Security Password and
We can mail your Security Password and Security Questions to the
Billing Address on your account.
3. If I'm not listed on the account what will happen?
An account owner will need to contact us to add you to the account. The
account owner will have to know the Security Password or answer the two
4. What if I don't know who is currently listed on my account?
You can call or visit your local office.
5. Will I have to provide my Security Password if I come into the
You will have to provide your Security Password or answer the two
Security Questions if you contact MTCO by phone or Chat or email. If
you visit the office you can optionally show your valid, state-issued
photo I.D. Note, however, you will still need to be listed on the
account regardless of how you contact us.
6. Will I have to provide my Security Password every time I contact
Yes. You will be required to provide your Security Password or answer
the two Security Questions each time.
7. How is the Security Password & Security Questions different from my
eBill Password & Security Question?
The Security Password & Security Questions that are part of this new
Customer Security Policy will be used when you contact MTCO by
phone/Chat/email, or visit the office. These are completely separate from
your eBill Password and Security Question, which are used to login to your
eBill account online to make payments, view your usage, download invoices,
8. I never had to have a password before, and it was so much easier, why is
MTCO requiring it now?
Our Security Policy is for your protection and will allow us to verify your
identity. We want to protect your personal information from identity theft,
and assure that no changes are made to your account without your
I know several people that work at MTCO, will I still need to provide
my Security Password?
Yes. While we at MTCO enjoy knowing many of the people in the communities
that we serve, it is important that our new policy be applied consistently
for every customer.