Network Management Policy
Last Updated: July 13, 2026
This policy explains how Valley Smart Homes LLC manages its residential and business fiber internet services.
For questions about this policy or your internet service, contact:
Valley Smart Homes LLC
Phone: 509-300-5300
Email: sales@valleysmarthomes.com
1. Our Network
Valley Smart Homes provides internet service over the open-access fiber networks operated by the Chelan County Public Utility District and Douglas County Public Utility District.
Valley Smart Homes is the customer’s primary point of contact. Customers should contact us for service problems, speed concerns, outages, router issues, or questions about their connection. When an issue involves PUD-owned fiber infrastructure or another upstream network provider, we will coordinate with the appropriate provider on the customer’s behalf.
Customers may choose to have Valley Smart Homes manage their home or business network using supported Eero or Ubiquiti equipment. This optional service allows us to remotely monitor supported networking equipment, perform updates, adjust network settings, and troubleshoot many connection or WiFi issues more efficiently.
Customers may also use their own compatible networking equipment. However, our ability to remotely diagnose, configure, or support customer-owned equipment may be limited.
2. Blocking
Valley Smart Homes does not block lawful websites, applications, online services, or non-harmful devices.
Traffic may be blocked or restricted when reasonably necessary to:
- Protect customers or the network from malware, denial-of-service attacks, spam, fraud, or other security threats
- Prevent damage to the network or other users
- Address compromised or improperly configured equipment
- Comply with applicable laws, court orders, or government requirements
- Respond to emergencies or significant network disruptions
These actions are taken for legitimate technical, security, or legal reasons and are not used to favor particular websites, services, or companies.
3. Throttling
Valley Smart Homes does not intentionally slow or degrade lawful internet traffic based on its content, application, service, website, or device.
We do not slow video streaming, gaming, voice calls, downloads, or other lawful applications to favor competing services or generate additional fees.
Temporary changes in speed may still occur because of network congestion, equipment limitations, outages, maintenance, WiFi conditions, or conditions outside the Valley Smart Homes network.
4. Paid and Affiliated Prioritization
Valley Smart Homes does not accept payment or other compensation to give certain websites, applications, services, or content faster or more favorable delivery than other lawful internet traffic.
Valley Smart Homes does not prioritize affiliated content, services, or businesses over competing internet traffic.
5. Congestion Management
Valley Smart Homes does not impose routine throttling based on how much data a customer uses.
Our current residential internet plans include unlimited data without usage-based overage charges.
Valley Smart Homes and its network partners monitor network performance and capacity. During unusual periods of congestion, outages, equipment failure, maintenance, or unusually high demand, customers may temporarily experience reduced speeds, higher latency, or intermittent connectivity.
When congestion or a network problem is identified, Valley Smart Homes may:
- Troubleshoot the customer’s router, WiFi system, wiring, and connected equipment
- Remotely review supported Eero or Ubiquiti equipment when the customer has selected managed-network service
- Coordinate repairs or capacity issues with the applicable network provider or PUD
- Reroute traffic when technically available
- Limit malicious or harmful traffic
- Perform maintenance, updates, or equipment replacement
- Take other reasonable steps needed to restore reliable service
Network-management actions are intended to be temporary, proportional to the problem, and based primarily on technical or security needs.
6. Application-Specific Practices
Valley Smart Homes does not give preferential treatment to particular categories of lawful internet traffic.
Streaming services, gaming platforms, video calls, websites, downloads, cloud applications, and voice services are generally handled without application-specific blocking or throttling.
Performance may vary because different services use different servers, routes, content-delivery networks, protocols, and geographic locations. Valley Smart Homes does not control third-party websites, streaming platforms, cloud providers, gaming servers, or their network capacity.
Customer-selected services such as parental controls, content filters, firewalls, security tools, virtual private networks, or device-priority settings may affect how traffic is handled within the customer’s home or business network.
7. Customer Equipment and Managed Networks
Customers may connect lawful, non-harmful devices that are compatible with the service and do not damage, interfere with, or create security problems for the network.
Valley Smart Homes gives customers the option to use a supported Eero or Ubiquiti network that we can remotely manage and support.
Depending on the equipment and services selected, managed-network support may include:
- Remote network-health monitoring
- Router and access-point configuration
- WiFi optimization
- Firmware and security updates
- Connected-device identification
- Guest-network configuration
- Troubleshooting of supported equipment
- Parental controls or content-filtering features selected by the customer
- Network-security and performance adjustments
Remote management is used to operate, maintain, secure, and support the customer’s network. Valley Smart Homes does not use this access to view the contents of customers’ private communications.
Customers may instead use their own compatible router or networking equipment. However, Valley Smart Homes may have limited ability to configure, monitor, troubleshoot, or guarantee the performance of equipment that we did not provide, install, or manage.
The fiber ONT and other PUD or network-provider equipment are not sold by Valley Smart Homes and should not be moved, opened, modified, reset, or replaced without authorization.
Customers are responsible for keeping their devices, passwords, operating systems, and customer-owned network equipment secure and up to date.
8. Network Security
Valley Smart Homes may use reasonable security practices to protect customers, equipment, and network availability.
These practices may include:
- Detecting and limiting denial-of-service attacks
- Blocking known malicious traffic
- Responding to compromised devices
- Preventing unauthorized access
- Filtering harmful or abusive traffic
- Installing security and firmware updates
- Temporarily isolating equipment that presents a serious risk to the network
- Cooperating with network providers during security incidents
For customers who choose managed Eero or Ubiquiti equipment, Valley Smart Homes may remotely apply reasonable configuration changes, updates, or security measures when necessary to protect the customer’s network or restore service.
A customer’s service may be temporarily limited or suspended when reasonably necessary to address a serious security threat, unlawful activity, network damage, or a violation of the Terms of Service. When practical, Valley Smart Homes will attempt to contact the customer and help correct the problem.
9. Performance Characteristics
Internet speeds are provided on a best-effort basis unless a separate written service-level agreement states otherwise.
Actual performance can be affected by:
- The customer’s selected service plan
- The capabilities of the customer’s router, switches, computers, phones, and other devices
- Ethernet port and cabling limitations
- WiFi signal strength, interference, distance, and building materials
- The number of devices using the connection
- Third-party websites, applications, servers, and content-delivery networks
- Internet routing outside the Valley Smart Homes network
- Network maintenance, outages, congestion, or equipment failure
Advertised plan speeds describe the internet connection delivered to compatible network equipment. They do not guarantee that every device will receive the full plan speed, particularly when connected through WiFi.
Using supported Eero or Ubiquiti equipment managed by Valley Smart Homes may improve our ability to identify and resolve performance problems, but it does not guarantee that every connected device will receive the full advertised plan speed.
Plan-specific pricing, typical speeds, latency, fees, and other service information are shown in the applicable Broadband Consumer Label on the Valley Smart Homes Internet Plans page.
10. Customer Privacy
Information collected through the operation and support of our internet service is handled according to the Valley Smart Homes Privacy Policy.
When a customer selects managed-network service, Valley Smart Homes may have access to technical information needed to operate and support the network. This may include device names, connection status, signal strength, data usage, equipment health, IP addresses, network settings, and other diagnostic information made available through the supported Eero or Ubiquiti platform.
Valley Smart Homes does not use managed-network access to view the contents of customers’ emails, messages, files, browsing activity, or other private communications.
Valley Smart Homes does not use network-management practices to favor advertisers, affiliated companies, or particular online services.
Customers should review the Privacy Policy for more information about the types of information Valley Smart Homes collects, how that information is used, and when it may be shared.
11. Service Problems and Complaints
Customers should contact Valley Smart Homes first for all internet service problems.
We will review the connection and, when appropriate:
- Check the service status and network connection.
- Remotely review supported Eero or Ubiquiti equipment for managed-network customers.
- Troubleshoot the router, WiFi system, cabling, and connected equipment.
- Determine whether the problem is inside the property or farther upstream.
- Coordinate with the appropriate network provider or PUD when the issue is outside the customer’s network.
- Keep the customer informed about the next steps when additional work is required.
Contact Valley Smart Homes at:
Call or text: 509-300-5300
Email: sales@valleysmarthomes.com
12. Policy Updates
Valley Smart Homes may update this policy to reflect changes in technology, network operations, service offerings, legal requirements, or provider relationships.
The current version will be posted on the Valley Smart Homes website with its effective date and last-updated date. Material changes will apply after the updated policy is published or after any additional notice required by law.