Network Management Policy for Plans:

1. My Reach Mobile Terms and Conditions

This page was last updated March 7, 2024.

2. Information About the Network Practices and Performance Characteristics of Reach Mobile’s Services

Reach Mobile is happy to provide you with mobile voice and broadband service. We offer mobile service through use of our provider’s mobile network.

This document provides information about network practices, performance characteristics, and commercial terms applicable to our services. Because we use our provider’s mobile network to deliver services to you, much of the information provided herein is based on the practices and characteristics of that network.

3. Device Usage

Customers of our services may attach 4G- and 5G-capable devices of their choice to access services, so long as the devices are FCC-approved, compatible with the technology used on our provider’s mobile network, eligible on the customer’s plan, and do not harm our provider’s network or other users.

Devices must also be used in a manner consistent with our Terms of Service and Acceptable Use Policy.

Some of our plans provide a fixed amount of high-speed data per billing period, after which you will continue to be able to use your phone at a reduced throughput speed for the remainder of the billing period.

4. Factors That May Affect the Performance of Your Mobile Service

Because many different factors can affect the performance of your mobile service, we do not guarantee specific performance levels, such as speed or latency.

The term “speed” is commonly used to describe the capacity at which a particular broadband service can transmit data and is typically measured in kilobits, megabits, or gigabits per second (Kbps, Mbps, or Gbps).

Some applications, like a short email without attachments or basic web browsing, do not require high-speed capability to function optimally. Other activities, like transferring large data files, can be performed faster with higher-speed services. Your service capability speed may not be suitable for some applications, particularly those involving real-time or near real-time, high-bandwidth uses such as streaming 4K video or video conferencing.

Because service performance varies on an end-to-end basis, our service capability speeds are limited to, and measured between, your location and a point on our provider’s mobile network. End-to-end performance depends on a variety of factors, including:

• The number of subscribers simultaneously using the network
• Your location
• Destination and traffic on the internet
• Wi-Fi connectivity
• The capabilities and performance of your Local Area Network (LAN)
• Interference with high frequency spectrum
• Wiring inside your home, office, or apartment
• The performance of your device or modem
• The server with which you are communicating
• Internet network management factors
• The networks you and others are using when communicating

Our provider offers a wide variety of services, including Voice over Internet Protocol (VoIP), Internet Protocol (IP)-video, unified messaging, Voice over LTE (VoLTE), enterprise networking, public safety, and national security services. These services share network infrastructure and may rely on network practices that assign different levels of priority.

Your service may be interrupted, delayed, or otherwise limited in the event of a disaster or emergency, or during periods of congestion, to accommodate the needs of national security and emergency preparedness personnel.

Service performance may also be affected by:

• Your proximity to a cell site
• The capacity and technology of the cell site
• The number of other users connected to the network
• The apps and services being used
• Surrounding terrain
• Whether you are inside a building or moving vehicle
• Radio frequency interference
• Your mobile data plan
• The capabilities of your device
• Applicable network management practices

During simultaneous voice and data sessions, data performance may be affected, including a temporary reduction in speed to minimize the likelihood of dropped calls.

In areas not served by our provider’s owned and operated mobile networks, customers may be able to access data, voice, or text on another carrier’s network. This off-network coverage is not guaranteed. Our provider may reduce roaming data speeds or suspend roaming service entirely at any time without notice.

Some plans provide a monthly per-line allotment of high-speed mobile data, after which the data transmission rate for that device will be limited to a significantly slower speed, such as 256 kbps, for the remainder of the billing cycle.

You may be able to access 5G speeds if your device is 5G compatible and you are in a coverage area with 5G service. You may also be able to access 4G LTE speeds if your device is 4G LTE compatible and you are in a coverage area with 4G LTE service.

Latency, also known as delay, is the amount of time from when a data packet is sent over the network to when a response is received. Latency is typically measured in milliseconds (ms).

5. The Impact of Network Congestion on Your Mobile Service

The internet consists of multiple interconnected networks. Because most websites and content providers are not directly connected to our provider’s network, our provider must exchange traffic with other networks.

These connections may become congested at times, including on our provider’s network. If our provider is unable to reach agreement on interconnection or expansion terms with other networks, your upload or download speeds could be affected.

Neither we nor our partner provider guarantees that you will be able to upload or download data at any particular speed.

Our partner provider’s network is shared among many users and services. Temporary congestion may occur when:

• A large number of customers in one area use the network at the same time
• Customers consume large amounts of network capacity during busy periods
• There are stadium events or peak usage periods
• Planned network maintenance is taking place

6. Data Usage with Your Mobile Service

We offer a variety of mobile data plans so customers can choose a plan that reflects their expected usage.

If you exhaust the monthly allotment of high-speed data on your selected plan, your data speeds may be reduced for the remainder of the billing cycle.

At reduced speeds, you should still be able to:

• View static web pages
• Check email

However, bandwidth-intensive activities may be impacted, including:

• Audio and video streaming
• Picture and video messaging
• Apps and services that use large amounts of data

Once the next billing cycle begins, you will again have access to high-speed data.

When your device is connected to Wi-Fi, you are not consuming high-speed data from us. Your speed will instead depend on your device and the Wi-Fi network you are using.

When you are roaming, neither we nor our partner provider guarantees the availability, quality, or speed of data services. Speeds may be reduced to 2G levels or data may be suspended without notice.

7. Copyright Infringement Policies

If you are a content owner, you may notify Reach Mobile of alleged copyright infringement based on the IP address of a user by writing to:

support@vouchmobile.com

8. How Does Net Neutrality Impact My Mobile Service?

Neither we nor our partner provider prioritize certain websites or internet applications by blocking or throttling lawful internet traffic on the basis of content, application, service, user, or use of nonharmful devices.

We also do not modify particular protocols, protocol ports, or protocol fields in ways not prescribed by protocol standards.

However, in response to legal demands or threats against the network or customers, our provider may occasionally need to limit traffic from certain locations or take other appropriate actions.

9. How Is My Network Security Managed?

Your security is very important to us. Our provider proactively monitors network activity to help guard against a wide range of security threats, including:

• Viruses
• Botnets
• Worms
• Distributed denial of service attacks
• Spam
• Other harmful activity

When a threat is detected, our provider may attempt to isolate it and minimize its impact by:

• Blocking malicious or unlawful traffic
• Redirecting the flow of traffic
• Blocking ports that transfer malicious traffic

Our collection and safeguarding of your personal information is subject to U.S. law. We do not share your personal information with third parties except as required to provide you with services and related purposes.

Our Privacy Policy can be found at support@vouchmobile.com/privacy.