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Privacy Policy

Viya Privacy Policy and Customer Privacy Notice For Subscribers of Cable Video, High Speed Internet, and Voice Telephone Services

This Privacy Notice explains how we collect, use, share, and protect the personal information of customers of our residential services, namely our cable video, high-speed Internet and voice telephone services, as well as to users of our websites and mobile apps (the “Services”). This Privacy Notice does not apply to products and services that that we offer but ultimately are provided by third parties. These products and services may collect and use information in ways that differ from those set out in this Privacy Notice. Please contact us if you would like a list of these third parties. We have no responsibility for how these third parties treat your information; however, if we have access to their privacy policies, we will provide them to you on your request.

What kinds of information does Viya collect?

We collect information about you that you provide to us, as well as certain information about how you use our Services.

The account information we may collect includes, for example:

  • your name and contact information (g., service address, billing address, e-mail address, telephone number);
  • information related to a credit application for the service, such as your driver’s license number or Social Security number;
  • payment information, such as your bank account number or credit card number, as well as billing, payment, and deposit history; and
  • records about your correspondence with us, such as records of calls with our customer service representatives.

We also collect and maintain certain other information about your account and your use of our Services, including, for example:

  • call records and the location of the use of our Services;
  • the type of Services you use and how much you use them;
  • technical information about the devices you use in connection with your use of the Services, such as device identifiers and network addresses; and
  • information about your use of the Services, such as your video viewing activity, including movie rental and purchase data, and online browsing history.

Additionally, if you rent your residence, we may have a record of whether landlord permission was required prior to installing our cable services as well as your landlord’s name and address.

We, or third-party analytic companies acting on our behalf, also may use cookies, web beacons, and other tracking mechanisms to collect information while you visit our websites. A cookie is a small data file placed in your browser. Web beacons are small, clear graphic images. Mechanisms such as these allow for the collection of information about your interactions with our websites. We also may receive demographic information about you, or information regarding your interests, from third-party analytics companies that use cookies and other tracking mechanisms.

In addition, we may allow third-party advertising companies to display ads when you visit our websites. These companies may use information about your visits to our and other websites—but not your name, address, email address, or telephone number—to provide advertisements about goods and services of interest to you. As described below, you have choices available to you regarding the use of your information for advertising. In addition, some browsers have incorporated “Do Not Track” mechanisms. Most of these mechanisms, when turned on, send a signal to the website or online service indicating that the user does not wish to be tracked online. However, because the providers of “Do Not Track” and similar signals do not yet operate according to common, industry-accepted standards, we currently do not respond to those signals. For more information about Do Not Track mechanisms, see http://allaboutdnt.com/.

How does Viya use and share the information it collects?

We use the information we collect to provide and improve the Services, to communicate with you, to bill and collect for our Services, to better understand our customers, and to manage, repair, and protect our Services. For example, we or third parties acting on our behalf, use the information collected from cookies and other tracking mechanisms to customize your experience and gather information about how you navigate our website (e.g., by delivering relevant advertising to you and keeping track of your online ordering and account information). Although we may use the information we collect to market products to you that you may be interested in, we will not share information that identifies you, other than your name and address, with third parties for any marketing purposes.

We may share the information we collect with our affiliates. We may also share information with our service providers and vendors but only as necessary for them to perform services on our behalf.

In addition, we may use or disclose information with your consent, (i) as we believe necessary to protect our rights, property, and personal safety, or that of our customers, employees, or others; (ii) in connection with a merger, acquisition, or sale of all or a portion of our assets;  (iii) to respond to 911 requests and other emergencies; or (iv) as otherwise required by law, including in response to a duly-served subpoena or other government request for information.

Finally, we may disclose your name and address to others, such as charities, marketing organizations, or other business, for “mailing list” or other purposes. We may also use or share certain information, namely your name, address, and telephone number, for the purpose of publishing telephone directories or providing directory assistance. We provide you with certain choices about these types of sharing, which are discussed below.

We do not otherwise share information about you. We may, however, share anonymous or aggregate information with third parties, including to improve how we provide our Services to existing and potential customers. For example, we may use or share de-identified, anonymous, and/or aggregate data for audience measurement or market research purposes.

What choices do I have?

We provide you several choices regarding how we communicate with you and how we use and share your information.

Opting out of marketing communications.  From time to time we may send you marketing e-mails. You opt out of receiving these emails by following the instructions contained in the e-mails or by going to the Web page located at https://viya.formstack.com/forms/optout and following the directions there. If you opt out of marketing e-mails, we will still send you service and billing e-mails.

In addition, you may contact us at 1-340-777-8492 to ask us to put your name on our internal company “do not call” and “do not mail” lists so that you do not receive marketing or promotional telephone calls or postal mail from us or from third parties at our request. You also have the right to prohibit or limit disclosure of your personally identifiable information for “mailing list” or other purposes as described above in this Privacy Notice by contacting us at 1-340-777-8492.

If you prefer to contact us in writing instead of by telephone, you may send a written request to the address listed below under “How do I contact Viya?” Be sure to include your name and address, your Viya account number, and a daytime telephone number where you can be reached in the event we have any questions about your request. The person who is identified in our billing records as the subscriber should sign the written request. If you have a joint account, a request by one party will apply to the entire account. If you have multiple accounts, your notice must separately identify each account covered by the request.

Opting out of certain advertising and marketing.  We may use information about how you use our Services, namely your video viewing activity and online browsing history, to provide advertising that is more relevant to your interests. Please note that we will never share this information with third parties in a manner that identifies you. You may, however, opt out of receiving such advertising by going to https://viya.formstack.com/forms/optout. Even if you opt out, you may still receive advertising from us, including through the cable video service.

In addition, if you subscribe to our voice telephone service, we may use your “customer proprietary network information” or “CPNI” for the purpose of marketing communications-related products and services to you. You may, however, opt out of the use of your CPNI for marketing communications-related products and services to you at https://viya.formstack.com/forms/optout.  If you opt-out of communications-related marketing, we may still use your CPNI to market products and services to you that are in the same category of service to which you already subscribe.

In addition, Viya may also offer various other services that are not related to the Services to which you subscribe. Therefore, you may be asked during a telephone call with one of our representatives for your oral consent to Viya’s use of your CPNI for the purpose of providing you with an offer for communications related or non-communications related products and services. If you provide your oral consent for Viya to do so, Viya may use your CPNI only for the duration of that telephone call in order to offer you additional services.  If you deny or restrict your approval for us to use your CPNI, you will suffer no effect, now or in the future, on how we provide any Services to which you subscribe. More information about the federal law and rules that protect CPNI is provided below.

Opting out of interest-based advertising.  If you would like more information about interest-based advertising, or about ways in which you can prevent companies from using this information, you can visit http://www.networkadvertising.org/managing/opt_out.asp. In addition, you can manage cookies by using features and functions available on most Internet browsers. For example, you can delete or disable cookies. Please note that disabling cookies may prevent you from using specific features on our websites and other websites.

How does Viya protect the information it collects?

We use physical, technical, and administrative safeguards to protect the information we collect and maintain. However, we cannot guarantee that these practices will prevent every unauthorized attempt to access, use, or disclose information.

In addition, we maintain personally identifiable and other sensitive records only as long as reasonably necessary for business, accounting, tax, or legal purposes. If these purposes no longer apply, we will destroy, de-identify, or anonymize the information according to our internal policies and procedures.

What are my rights?

Cable Video Service.  This Privacy Notice is intended to comply with Section 631 of the federal Cable Communications Policy Act of 1984, as amended, (the “Cable Act”). Under the Cable Act, you are entitled to know the nature of the personally identifiable information we collect; how we may use that information; when and why we may disclose that information and to whom; how long we maintain that information; how you can access your personally identifiable information; and your rights under the Cable Act concerning the collection and disclosure of personally identifiable information and right to enforce limitations provided by federal law.  Personally identifiable information is information that identifies a particular person; it does not include de-identified, anonymous, or aggregate data that does not identify a particular person or persons.

CPNI.  In addition, Section 222 of the Communications Act of 1934, as amended, (the “Communications Act”) and the Federal Communications Commission rules implementing Section 222 provide additional privacy protections for certain information related to our telephone service. Specifically, it provides additional protections for a category of information known as customer proprietary network information, or “CPNI.”  CPNI includes information related to the quantity, technical configuration, type, destination, location, and amount of your use of telecommunications services, as well as information about those services contained your bill. We do not disclose individually identifiable CPNI to third parties, other than affiliated companies or their agents, without your consent except as required or allowed by law.

If you believe that you have been aggrieved by any act of ours that may violate the Cable Act, Communications Act, or other applicable laws, we encourage you to contact us as described below. You may also enforce the limitations imposed on us by the Cable Act as applicable with respect to your personally identifiable information through a civil lawsuit seeking damages, attorneys’ fees, and litigation costs. Other rights and remedies may be available to you under federal or other applicable laws as well. This Privacy Notice neither supersedes nor modifies any arbitration agreement to which you may be bound relating to the provision of our cable video service, our high-speed Internet service, or our phone and communications services.

What about children’s privacy?

We do not knowingly collect any information from children under 13.

What about links to non-Viya websites and content?

Our websites may contain links to websites and apps managed and controlled by entities other than us. We are not responsible for the content on those websites and apps, or their privacy policies and practices. We encourage you to review the privacy policies and practices of such websites and apps.

How can I see my personal information and correct it if necessary?

You may examine and correct, if necessary, the personally identifiable information about you that we collect and maintain as part of our regular business records. In most cases, the personally identifiable information contained in these records consists solely of billing and account information. We will correct our records if you make a reasonable showing that any of the personally identifiable information we have collected about you is inaccurate.

You also can view and change certain information yourself by going to https://postpaid.viya.vi/postpaid/action/gotoLogin and signing in with your Viya username and password to access the Account feature.

In addition, you may examine the records containing your personally identifiable information at your local Viya office upon reasonable prior notice to us and during our regular business hours. If you wish to examine these records, please contact us by mail or telephone at 1-340-777-8492 to arrange an appointment. You will only be permitted to examine records that contain personally identifiable information about your account and no other account.

You may also obtain access to your CPNI. If you make an affirmative, written request for a copy of your CPNI, we will disclose the CPNI information that we have readily available to you at your account address of record, or to any person authorized by you, if we reasonably believe the request is valid.

Please note that we may not be able to correct information in directory lists or directory assistance services that are not owned by our subsidiaries or us.  We also cannot correct any errors in customer names, addresses, or telephone numbers appearing in, or omitted from, directories that we control until the next available publication of those directory lists.

We reserve the right to charge you for the reasonable cost of retrieving and photocopying any documents that you request.

Will Viya notify me if it changes this Privacy Notice?

We will provide you with a copy of this Privacy Notice at the time we enter into an agreement to provide our Services to you, and annually afterwards. We also make the current version of this Privacy Notice available on our website at https://viyavi.com/privacy-policy/ . We may modify this Privacy Notice at any time, and will notify you of any material changes on our website or through written, electronic, other means, before they take effect. If you find the changes to this Privacy Notice unacceptable, you have the right to cancel your Services. If you continue to use the Services following Privacy Notice of the changes, we will deem that to be your acceptance of and consent to the changes in the revised Privacy Notice.  If we make material changes that will result in a new use or disclosure of information we previously collected that personally identifies, we will obtain your opt-in consent before implementing those changes.

How do I contact Viya?

If you have any questions or suggestions regarding this Privacy Notice, or wish to contact us about your personal information, you can reach us as follows:

St. Thomas/St. John Business Office St. Croix Business Office
4611 Tutu Park, Suite 300

St. Thomas, VI 00802-1735

Business Hours:

Monday – Friday, 8:00 am to 5:00 pm

Tel: (340) 774-VIYA (8492)

Fax: (340) 774-6655

Toll-Free Number: (866) 240-2999

4006 Estate Diamond, Christiansted

St. Croix, VI 00820-4436

Business Hours:

Monday – Friday, 8:00 am to 5:00 pm

Tel: (340) 779-VIYA (8492)

Fax: (340) 778-6011

Toll-Free Number: (866) 240-2999

 

Last revised and effective: April 19, 2018