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Last Updated: November 22, 2024
Permissible and Prohibited Uses
Your data plan is intended for Web browsing, messaging, and similar activities on your device and through hotspot that any of your other devices can use. Your smartphone or tablet becomes a Wi-Fi connection for devices like tablets, laptops and more. After exceeding your plan data cap, your hotspot data speeds will be restricted for the rest of the plan month. In order to access high-speed data prior to the end of the plan month, you have the option to purchase a data Top-Up. Tethered data (e.g., Mobile Hotspot data) will be restricted to the same policy as the rate plan. Examples of prohibited uses include but are not limited to: (a) server devices or host computer applications, including continuous Web camera posts or broadcasts, automatic data feeds, automated machine-to-machine connections or peer-to-peer (P2P) file-sharing applications that are broadcast to multiple servers or recipients, “bots” or similar routines that could disrupt net user groups or email use by others or other applications that denigrate network capacity or functionality; (b) as a substitute or backup for private lines or dedicated data connections; (c) any activity that adversely affects the ability of other users or systems to use either Underlying Carrier’s services or the network-based resources of others, including the generation or dissemination of viruses, malware or “denial of service” attacks; (d) accessing, or attempting to access without authority, the information, accounts or devices of others, or to penetrate, or attempt to penetrate, Underlying Carrier’s or another entity’s network or systems; or (e) running software or other devices that maintain continuously active Internet connections when a computer’s connection would otherwise be idle, or “keep alive” functions. For example, you cannot use a data plan for Web broadcasting, or for the operation of servers, telemetry devices or supervisory control and data acquisition devices; or (f) results in unusually or unreasonably high usage in any period consistent with abuse and/or fraud.
Protective Measures
We may suspend, terminate, or restrict your data session, plan, or service if you use your data plan in a manner that interferes with other customers’ service, our ability to allocate network capacity among customers, or that otherwise may degrade service quality for other customers.
Downloadable Content and Applications
You can purchase Content & Apps for your device from third-party sellers in the App Store or Google Play. Any support questions related to these Content & Apps should be directed to the third-party seller identified at the point of purchase. When you use, download, or install Content & Apps sold by a third-party seller, you may be subject to license terms between you and the third-party seller and application developer or content owner. Any Content & Apps you purchase are licensed for personal, lawful, non-commercial use on your device only. You may not transfer, copy, or reverse engineer any of the Content & Apps, or alter, disable, or circumvent any digital rights management security features embedded in the Content & Apps. Sequoia Wireless does not restrict or impose restrictions on Content & Apps. For more information, please refer to the terms and conditions in the App Store or Google Play.
Misuse of Service or Device
You agree not to misuse the service or any device, including (a) reselling or rebilling our service (b) using the service or device to engage in unlawful activity, or engaging in conduct that adversely affects our customers, employees, business, or any other person(s), or that interferes with our operations, network, reputation, or ability to provide quality service; (c) tampering with or modifying your device; (d) “spamming” or engaging in other abusive or unsolicited communications; (e) reselling Underlying Carrier devices for profit, or tampering with, reprogramming or altering a Device for the purpose of reselling the device; or (f) assisting or facilitating anyone else in any of the above activities. You agree that you won’t install, deploy, or use any regeneration equipment or similar mechanism (for example, a repeater) to originate, amplify, enhance, retransmit, or regenerate a transmitted Radio Frequency (“RF”) signal.
Last Updated: November 22, 2024
This policy describes how persons with disabilities may use the wireless services offered by Sequoia Wireless. Individuals with hearing, vision, or speech impairments who want to apply for a specially equipped Sequoia Wireless device must email us at support@sequoiawireless.com and clarify their requirements.
Hearing Aid Compatibility
The Federal Communications Commission (FCC) has issued particular hearing-aid compatibility regulations for mobile phones to guarantee that manufacturers build phones compatible with hearing aid devices and assist users of Sequoia Wireless hearing aids in locating compatible phones. In particular, the FCC depends on criteria produced by the American National Standards Institute (ANSI) to assist customers in determining whether mobile phones are compatible with hearing aids. A phone is hearing aid compatible according to the 2019 ANSI Standard if it is labeled as such. The 2011 ANSI Standard employs a rating system: compatibility with telecoil hearing aids is determined by a ‘T’ rating (T1 through T4), and compatibility with microphone hearing aids is determined by an ‘M’ rating (M1 through M4).
The greater the M or T rating granted to a phone, the less interference there is for hearing aid users; phones rated 3 or 4 are considered hearing aid compatible.
Today, the majority of mobile phones are built to be compatible with hearing aids in accordance with ANSI Standards, reducing or eliminating interference that certain hearing aid users may encounter while using a cell phone. Interference occurs when the electronics within the hearing aid device pick up and demodulate radio frequency (RF) or electromagnetic interference (EMI) emitted by the cell phone or other sources, resulting in a buzzing, humming, or whistling noise for users with hearing aid devices while using certain cell phones. In addition to compatibility with hearing aids, the level of interference encountered will vary based on the hearing aid’s design.
Although the ANSI Standards are a helpful resource for customers when selecting a mobile phone, they do not ensure that a phone will not interfere with a certain hearing aid. In addition, although some of the wireless technologies used by phones have been evaluated and graded for use with hearing aids, there may be certain wireless technologies used by phones that have not yet been tested for use with hearing aids. Whether you wear a hearing aid, it is essential that you test the various capabilities of your phone in many places and with your hearing aid to discover if you hear any noise interference. If you have concerns regarding your hearing aid, the manufacturer or a hearing health specialist may provide assistance. You may also contact your phone manufacturer for further hearing aid compatibility information. In addition, if your mobile phone is not compatible with your hearing aid equipment, please contact Sequoia Wireless at support@sequoiawireless.com.
Sequoia Wireless assures that 100% of our wireless phones comply with ANSI standards for hearing aid compatibility. Sequoia Wireless presently provides the following wireless phones that are compatible with hearing aids:
See the FCC Guide at www.fcc.gov/hearing-aid-compatibility-wireless-telephones or the wireless industry association’s consumer resource guide at www.accesswireless.org/resources-for-consumers/hearing-resources for further information on hearing aid compatibility with wireless phones. Visit the Global Accessibility Reporting Initiative’s website at www.gari.info to learn more about the accessibility features available on modern and older mobile devices. For more information on accessibility features offered by iPhone, refer to apple.com/accessibility.
Telecommunications Relay Service
Telecommunications Relay Service (TRS) is a communication service that allows people with hearing or speech impairments to utilize the telephone system through a Text Telephone (TTY) or other device to contact others with or without such impairments via a TRS center. You may get more information on the numerous kinds of relay services via the FCC’s TRS website at www.fcc.gov/consumers/guides/telecommunications-relay-service-trs. You may also get information on the service offered in California via ddtp.cpuc.ca.gov/relay.aspx. Below are the different forms of TRS include the following:
TRS is accessible for local and long-distance calls in all 50 states and territories of the United States. TRS providers are reimbursed for the expenses of delivering TRS by a state or federal fund, and TRS consumers incur no additional fees beyond ordinary calling rates. TRS may be contacted by calling 711 or by contacting your state relay provider, as mentioned in the FCC’s TRS Directory, which can be accessed at www.fcc.gov/general/telecommunications-relay-services-directory. TTY users should dial 911 immediately in case of an emergency.
Using Text Telephone with Sequoia Wireless Service
A Text Telephone (TTY) is a device that allows deaf, hard-of-hearing, or speech-impaired persons to use the telephone to communicate. Instead of speaking and listening, TTY allows individuals to write messages back and forth. Text-to-voice calls normally need a TTY on both ends, however, TRS can interpret conversations for text-to-voice calls.
The FCC requires digital wireless carriers to be capable of transmitting calls from a TTY connected wireless phone. While the FCC regulation applies only to calls made to 911, the ability to dial 911 enables users to make calls to anybody, wherever, so long as the recipient has a TTY or the call is translated through TRS. All our plans and iPhones are compatible with TTY.
IP-based calling services, such as Voice over LTE (VoLTE) and Wi-Fi Calling, do not support TTY calls, including those to 911. Customers with communications challenges who need to dial 911 while utilizing IP-based calling should utilize IP Relay, Video Relay, or IP Captioned Telephone Service. When supported, clients may also send a text message straight to 911. (text-to-911).
Using Real-Time Text with Sequoia Wireless Service
Real-time text (RTT) enables the delivery of text messages in real time as they are being created, making them more comparable to standard speech discussions. RTT permits audio communication in addition to text communication (simultaneous voice and text). In contrast to other texting systems, RTT is analogous to a phone conversation in that an RTT call must be initiated, the other person must answer the call for communication to begin, and both sides must hang up after the call is over. On a network that supports RTT, customers with RTT-enabled devices may be able to connect with persons also using RTT-enabled devices. Using RTT while connected to the wireless network will use your voice minutes, so it’s a good thing we provide unlimited minutes!
Using Other Telecommunications Relay Services with Sequoia Wireless Service
Sequoia Wireless’s data services may facilitate the usage of IP-based telecommunications relay services, such as Video Relay Service, IP Relay, and IP Captioned Telephone Service. These TRS services are superior to TTY for making aided calls, including 911 calls. Utilizing these services while connected to Sequoia Wireless’s wireless network will use your voice minutes, but no need to worry as your plan comes with unlimited minutes!
Customer Support
If you have concerns regarding how people with disabilities may utilize the wireless services of Sequoia Wireless, please contact us at support@sequoiawireless.com.
Effective Date: June 9, 2023
Sequoia Wireless is committed to Consumer Protection by abiding by all applicable state and federal consumer protection, including CPUC General Order 168, which is the Consumer Bill of Rights Governing Telecommunications Services, and will comply with the CTIA-The Wireless Association’s Consumer Code for Wireless Service, as it is amended, and comply with directions to carriers regarding unlocking of phones.
Sequoia Wireless certifies our compliance with all applicable service quality standards and consumer protection rules, e.g., the Cellular Telecommunications and Internet Association’s Consumer Code for Wireless Service (“CTIA Consumer Code”). Sequoia Wireless commits to comply with each of the twelve sections of the CTIA Consumer Code to ensure that the Company offers its subscribers the highest level of consumer protection and quality service. The Company’s pledge to provide quality service and to comply with the CTIA Consumer Code confirms its commitment to satisfy all the consumer protection and service quality standards applicable to California LifeLine services. Sequoia Wireless has implemented policies so that it complies with each of the twelve points of the CTIA Consumer Code as followed:
1. Discloses rates and terms of service to consumers.
We disclose all rates and terms of service on our website in accordance with each of the twelve parts outlined in the CTIA Consumer Code.
2. Make available maps showing where service is generally available.
We include a feature on our website (www.sequoiawireless.com/coverage) that aligns with the provisions of this section. The functionality allows a consumer to enter a service address to see the coverage area provided with a legend included.
3. Provides contract terms to customers and confirm changes in service.
Our no-contract service plans require customer confirmation in order to proceed with new service or change in existing service.
4. Provides a trial period for new service and discloses early termination fees.
As we are not providing postpaid service plans, and in accordance with the limitations of subsidized government benefit plans, it would not be possible to offer a trial to a customer. A customer may cancel their service without an early termination fee or a usage charge at any time pursuant to program guidelines.
5. Provides specific disclosures in advertising
We provide disclosures in advertising in accordance with program requirements.
6. Separately identify carrier charges from taxes on billing statements.
As we do not charge the customer for services, due to submitting for reimbursement through the applicable program, there is not a need to provide a billing statement to our customers.
7. Provides customers the right to terminate service for changes to contract terms.
We will provide a 30-day notice of any proposed modification that could affect a customer’s service plan.
8. Provides ready access to customer service.
Customers have several options to gain access to customer support. They can dial 611 on their device, dial our toll-free support telephone number, send a message via email, or communicate with our support staff via our website chat capabilities.
9. Promptly responds to consumer inquiries and complaints received from government agencies
We will respond to each consumer inquiry within 48 hours and to respond to written consumer complaints from any agency within 30 days.
10. Abides by policies for protection of customer privacy
We will abide by the privacy of the customer information in accordance with the California Consumer Privacy Act (“CCPA”) and will provide consumer rights on our website at www.sequoiawireless.com/privacy.
11. Provides consumers with free notifications for voice, data, messaging usage, and international roaming.
We provide free notifications at certain thresholds related to their data allowance usage for the month. We provide unlimited voice and message as standard. At this time, we are not offering international roaming services.
12. Mobile wireless device unlocking.
We never lock our devices (i.e., all of our devices are unlocked by default). We provide a notice of our devices always being unlocked within our disclosures.
Effective Date: June 9, 2023
Low-level radio frequency fields are created by wireless phones’ use of radio frequency signals for communication. Periodically, you could hear or read media reports about a fresh study showing a health danger linked to radio frequency from cellular phones – or showing no such risk. It can be challenging to interpret the most recent media article about a food, medication, or medical gadget that is said to have a negative, positive, or no impact on people’s health. And it appears that the following reports frequently contradict those stories.
We can gain insight from the strategy used by public health and regulatory officials who are skilled at interpreting the findings of scientific studies and evaluations to address a range of health issues. They don’t just focus on the most recent reports. All of the scientific findings are evaluated and weighed collectively, with a focus on the high-caliber ones that have been independently verified by further credible scientific reports.
The Federal Communications Commission (FCC) has extensive and ongoing power to control wireless telephone communication systems, including the power to safeguard users’ health and safety. The FCC discusses the connection between wireless technology and health on its website. A crucial question posed by the FCC: “Is there any evidence that cell phones cause cancer?”
FCC: Is there any evidence that cell phones cause cancer?
The FCC’s answer is “There is no scientific evidence that proves that wireless phone usage can lead to cancer or … other problems …”
The FCC has set limits on the levels of Radio Frequency (RF) fields that can be produced by wireless telephones to ensure they remain at safe levels. As the FCC points out on its website: “All wireless phones sold in the United States meet government requirements that limit their RF energy to safe levels.” Every wireless device provided through Sequoia Wireless compiles with FCC limits.
The FCC’s website also contains a detailed guide to Wireless Devices and Health Concerns that includes a discussion of more recent scientific developments and explains how the FCC set its exposure limits.
For those who remain concerned, the FCC also lists some simple steps people can take to reduce their exposure to radiofrequency fields from wireless telephones.
The FCC says: “Even though no scientific evidence currently establishes a definite link between wireless device use and cancer or other illnesses, and even though all cell phones must meet established federal standards for exposure to RF energy, some consumers are skeptical of the science and/or the analysis that underlies the FCC’s RF exposure guidelines. Accordingly, some parties recommend taking measures to further reduce exposure to RF energy. The FCC does not endorse the need for these practices but provides information on some simple steps that you can take to reduce your exposure to RF energy from cell phones. For example, wireless devices only emit RF energy when you are using them and, the closer the device is to you, the more energy you will absorb.”
FDA: Do Cell Phones Pose a Health Hazard?
The U.S. Food and Drug Administration (FDA) also has authority and expertise with respect to RF fields and health and has provided the FCC with its expert views. The FDA concludes in the article Do Cell Phones Pose a Health Hazard?: “The weight of scientific evidence has not linked cell phones with any health problems.”
Measures to reduce your RF exposure
Effective Date: June 9, 2023
We take the intellectual property rights of others seriously and require that our Customers and Employees do the same. In accordance with the Digital Millennium Copyright Act (DMCA), we’ve adopted the following policy toward copyright infringement. We reserve the right to: (1) block access to or remove material that we believe in good faith to be copyrighted material that has been illegally copied and distributed by any of our advertisers, affiliates, content providers, members or users and (2) remove and discontinue service to repeat offenders.
1. Procedure for Reporting Copyright Infringements. If you believe that material or content residing on or accessible through the Services infringes your copyright (or the copyright of someone whom you are authorized to act on behalf of), please send a notice of copyright infringement containing the following information to Sequoia Wireless Wireless’s admin staff at admin@sequoiawireless.com to Receive Notification of Claimed Infringement):
a. A physical or electronic signature of a person authorized to act on behalf of the owner of the copyright that has been allegedly infringed;
b. Identification of works or materials being infringed;
c. Identification of the material that is claimed to be infringing including information regarding the location of the infringing materials that the copyright owner seeks to have removed, with sufficient detail so that Sequoia Wireless is capable of finding and verifying its existence;
d. Contact information about the notifier including address, telephone number, and, if available, email address;
e. A statement that the notifier has a good faith belief that the material identified in (1)(c) is not authorized by the copyright owner, its agent, or the law; and
f. A statement made under penalty of perjury that the information provided is accurate and the notifying party is authorized to make the complaint on behalf of the copyright owner.
2. Once Proper Bona Fide Infringement Notification is Received by admin staff. Upon receipt of a proper notice of copyright infringement, we reserve the right to:
a. remove or disable access to the infringing material;
b. notify the content provider who is accused of infringement that we have removed or disabled access to the applicable material; and
c. terminate such content provider’s access to the Services if he or she is a repeat offender.
3. Procedure to Supply a Counter-Notice to admin staff. If the content provider believes that the material that was removed (or to which access was disabled) is not infringing, or the content provider believes that it has the right to post and use such material from the copyright owner, the copyright owner’s agent, or, pursuant to the law, the content provider may send us a counter-notice containing the following information to admin staff:
a. A physical or electronic signature of the content provider;
b. Identification of the material that has been removed or to which access has been disabled and the location at which the material appeared before it was removed or disabled;
c. A statement that the content provider has a good faith belief that the material was removed or disabled as a result of mistake or misidentification of the material; and
d. Content provider’s name, address, telephone number, and, if available, email address, and a statement that such person or entity consents to the jurisdiction of the Federal Court for the judicial district in which the content provider’s address is located, or, if the content provider’s address is located outside the United States, for any judicial district in which Sequoia Wireless is located, and that such person or entity will accept service of process from the person who provided notification of the alleged infringement.
If a counter-notice is received by admin staff, Sequoia Wireless may, in its discretion, send a copy of the counter-notice to the original complaining party informing that person that Sequoia Wireless may replace the removed material or cease disabling it in 10 business days. Unless the copyright owner files an action seeking a court order against the content provider accused of committing infringement, the removed material may be replaced or access to it restored in 10 to 14 business days or more after receipt of the counter-notice, at Sequoia Wireless’s discretion.
Effective Date: June 9, 2023
Administrative Actions:
In the event the governor of California or a president of the United States declares a state of emergency which has either resulted in the loss or disruption of the delivery or receipt of utility service and/or resulted in the degradation of the quality of utility service, Sequoia Wireless shall file a Tier 1 Advice Letter within 15 days of the Governor’s or President’s state of emergency proclamation reporting compliance with implementing this Decision’s mandated emergency disaster relief customer protections and outreach activities. This Advice Letter would include which of the required relief measures the provider has implemented, which of the required relief measures the provider will implement pending an FCC Lifeline waiver, which of the required relief measures do not apply because we either do not provide or does not charge for that service, and which relief measures, if any, we would offer in addition to the required measures.
We shall provide the following mandated protections to their customers who are in a disaster-affected area under a covered emergency declaration by the governor of California or president of the United States: (a) provide mobile phones for customers seeking shelter from a disaster to use temporarily at a county or city designated shelter; (b) consider allowing customers to defer or phase payment for coverage charges for data, talk, and text for defined periods of time; and (c) consider extending payment dates for service for defined periods of time for impacted customers; and to consider providing temporary replacement phones for customers whose phones were lost or damaged as a result of a disaster or evacuation.
Sequoia Wireless shall file a Tier 1 Advice Letter at the default, 12-month conclusion of customer protection period, or as reasonably determined by the Governor’s Office of Emergency Services, detailing the mandated protections offered to the customer affected by the disaster, the start and end periods customers received the emergency customer protections, the outreach efforts conducted, the customer impacts, and basic metrics – that can be measured or estimated– such as the number of consumers that received each of the available protections over the course of the year. All Tier 1 Advice Letters, in compliance with this Decision, shall be filed on the service list of this rulemaking to ensure that all interested parties have the opportunity, through timely and efficient means, to receive notice and review these filings.
Sequoia Wireless has established our emergency assistance protocols for subscribers in California. Please read the following to get acquainted with the support available to you in the event that a disaster (announced by the governor of California or the president of the United States) affects your service or displaces your family.
When the governor or the president of the United States declares a state of emergency in California because a catastrophe has disrupted utility service or reduced the quality of utility service, the following remedial measures will be implemented:
If the California LifeLine Administrator receives exemptions from the California Public Utilities Commission for its non-usage and eligibility renewal regulations for the California LifeLine Program, Sequoia Wireless will:
Assuming the position is consistent with the CPUC’s waivers, these protections will begin upon the declaration of a state of emergency in California and end no sooner than 12 months after the date of the declaration, or as determined by the California Office of Emergency Services.
Contact Sequoia Wireless Customer Support at support@sequoiawireless.com if you have any questions about this Plan.
Sequoia Wireless ha establecido protocolos de asistencia de emergencia para los suscriptores de California. Lea lo siguiente para conocer el soporte disponible en caso de que un desastre (anunciado por el gobernador de California o el presidente de los Estados Unidos) afecte su servicio o desplace a su familia.
Cuando el gobernador o el presidente de los Estados Unidos declara el estado de emergencia en California debido a que una catástrofe ha interrumpido el servicio público o reducido la calidad del mismo, se implementarán las siguientes medidas correctivas:
Si el Administrador de California LifeLine recibe exenciones de la Comisión de Servicios Públicos de California por sus regulaciones de no uso y renovación de elegibilidad para el Programa California LifeLine, Sequoia Wireless:
Suponiendo que la posición sea consistente con las exenciones de la CPUC, estas protecciones comenzarán tras la declaración de un estado de emergencia en California y finalizarán no antes de 12 meses después de la fecha de la declaración, o según lo determine la Oficina de Servicios de Emergencia de California.
Comuníquese con el servicio de atención al cliente de Sequoia Wireless a support@sequoiawireless.com si tiene alguna pregunta sobre este plan.
Sequoia Wireless 已為加州的用戶制定了緊急援助協議。請閱讀以下內容,了解在發生災難(由加州州長或美國總統宣布)影響您的服務或使您的家人流離失所時,您可以獲得的支持。
當美國州長或總統因災難擾亂公用事業服務或降低公用事業服務品質而宣布加州進入緊急狀態時,將實施以下補救措施:
如果加州生命線管理員獲得加州公用事業委員會對其加州生命線計劃的不使用和資格更新規定的豁免,紅杉無線將:
假設該立場與 CPUC 的豁免一致,這些保護措施將從加州宣布進入緊急狀態時開始,並在宣布之日後 12 個月內結束,或根據加州緊急服務辦公室的決定。
如果您對此計劃有任何疑問,請透過support@sequoiawireless.com聯絡 Sequoia Wireless 客戶支援。
Sequoia Wireless 已为加利福尼亚州的用户制定了紧急援助协议。请阅读以下内容,了解如果发生灾难(由加利福尼亚州州长或美国总统宣布)影响您的服务或导致您的家人流离失所,您可以获得哪些支持。
当州长或美国总统因灾难导致公用事业服务中断或降低公用事业服务质量而宣布加州进入紧急状态时,将实施以下补救措施:
如果加州生命线管理者获得加州公用事业委员会对加州生命线计划的非使用和资格续期规定的豁免,Sequoia Wireless 将:
假设该立场与 CPUC 的豁免一致,这些保护措施将在加州宣布进入紧急状态时开始,并在宣布之日起 12 个月后结束,或由加州紧急服务办公室决定。
如果您对此计划有任何疑问,请联系 Sequoia Wireless 客户支持: support@sequoiawireless.com
Itinatag ng Sequoia Wireless ang aming mga protocol ng tulong na pang-emergency para sa mga subscriber sa California. Mangyaring basahin ang sumusunod upang makilala ang suportang magagamit mo kung sakaling maapektuhan ng isang sakuna (ipinahayag ng gobernador ng California o ng presidente ng Estados Unidos) ang iyong serbisyo o maalis ang iyong pamilya.
Kapag ang gobernador o ang presidente ng Estados Unidos ay nagdeklara ng isang estado ng emerhensiya sa California dahil ang isang sakuna ay nakagambala sa serbisyo ng utility o nabawasan ang kalidad ng serbisyo ng utility, ang mga sumusunod na hakbang sa pag-aayos ay ipapatupad:
Kung ang California LifeLine Administrator ay nakatanggap ng mga exemption mula sa California Public Utilities Commission para sa hindi paggamit at mga regulasyon sa pag-renew ng pagiging karapat-dapat para sa California LifeLine Program, ang Sequoia Wireless ay:
Kung ipagpalagay na ang posisyon ay naaayon sa mga waiver ng CPUC, ang mga proteksyong ito ay magsisimula sa deklarasyon ng isang estado ng emerhensiya sa California at magtatapos nang hindi mas maaga kaysa sa 12 buwan pagkatapos ng petsa ng deklarasyon, o ayon sa tinutukoy ng Opisina ng Mga Serbisyong Pang-emergency ng California.
Makipag-ugnayan sa Suporta sa Customer ng Sequoia Wireless sa support@sequoiawireless.com kung mayroon kang anumang mga tanong tungkol sa Planong ito.
Sequoia Wireless đã thiết lập các giao thức hỗ trợ khẩn cấp cho những người đăng ký tại California. Vui lòng đọc thông tin sau để làm quen với các hỗ trợ có sẵn cho bạn trong trường hợp thảm họa (do thống đốc California hoặc tổng thống Hoa Kỳ công bố) ảnh hưởng đến dịch vụ của bạn hoặc khiến gia đình bạn phải di dời.
Khi thống đốc hoặc tổng thống Hoa Kỳ tuyên bố tình trạng khẩn cấp tại California vì thảm họa làm gián đoạn dịch vụ tiện ích hoặc làm giảm chất lượng dịch vụ tiện ích, các biện pháp khắc phục sau đây sẽ được thực hiện:
Nếu Quản trị viên California LifeLine nhận được miễn trừ từ Ủy ban Tiện ích Công cộng California đối với các quy định về việc không sử dụng và gia hạn đủ điều kiện cho Chương trình California LifeLine, Sequoia Wireless sẽ:
Giả sử vị trí này phù hợp với các miễn trừ của CPUC, các biện pháp bảo vệ này sẽ bắt đầu khi tình trạng khẩn cấp được ban bố tại California và kết thúc không sớm hơn 12 tháng sau ngày ban bố hoặc theo quyết định của Văn phòng Dịch vụ Khẩn cấp California.
Liên hệ với bộ phận Hỗ trợ khách hàng của Sequoia Wireless theo địa chỉ support@sequoiawireless.com nếu bạn có bất kỳ câu hỏi nào về Gói dịch vụ này.
Sequoia Wireless는 캘리포니아 가입자를 위한 비상 지원 프로토콜을 수립했습니다. 재해(캘리포니아 주지사 또는 미국 대통령이 발표)로 인해 서비스에 영향을 미치거나 가족이 이주하는 경우 이용할 수 있는 지원에 대해 알아보려면 다음을 읽어보세요.
미국 주지사 또는 대통령이 재난으로 인해 공공 서비스가 중단되거나 공공 서비스의 품질이 저하되어 캘리포니아에서 비상사태를 선포하는 경우 다음과 같은 시정 조치가 시행됩니다.
캘리포니아 라이프라인 관리자가 캘리포니아 공공사업위원회로부터 캘리포니아 라이프라인 프로그램에 대한 비사용 및 자격 갱신 규정에 대한 면제를 받으면 Sequoia Wireless는 다음을 수행합니다.
해당 입장이 CPUC의 포기 조항과 일치한다고 가정하면 이러한 보호 조치는 캘리포니아에서 비상 사태가 선포된 날로부터 시작하여 선포일로부터 12개월 이내에 종료되거나 캘리포니아 비상 서비스 사무소에서 결정하는 날에 종료됩니다.
이 요금제에 대해 궁금한 사항이 있으면 support@sequoiawireless.com 으로 Sequoia Wireless 고객 지원팀에 문의하세요 .
Sequoia Wireless разработала протоколы экстренной помощи для абонентов в Калифорнии. Пожалуйста, прочтите следующее, чтобы ознакомиться с поддержкой, доступной вам в случае, если катастрофа (объявленная губернатором Калифорнии или президентом США) повлияет на вашу службу или вытеснит вашу семью.
Если губернатор или президент Соединенных Штатов объявляет чрезвычайное положение в Калифорнии из-за того, что катастрофа нарушила работу коммунальных служб или снизила качество коммунальных услуг, будут реализованы следующие меры по исправлению положения:
Если администратор программы LifeLine в Калифорнии получит освобождение от Комиссии по коммунальным услугам Калифорнии в отношении правил неиспользования и продления права на участие в программе LifeLine в Калифорнии, компания Sequoia Wireless:
Если предположить, что позиция соответствует отказам CPUC, эти меры защиты вступят в силу с момента объявления чрезвычайного положения в Калифорнии и прекратятся не ранее, чем через 12 месяцев с даты объявления или в соответствии с определением Управления по чрезвычайным ситуациям Калифорнии.
Если у вас возникли вопросы по этому плану, обратитесь в службу поддержки клиентов Sequoia Wireless по адресу support@sequoiawireless.com
Effective Date: June 9, 2023
Sequoia Wireless respects the consumer rights and freedom of choice provisions set forth by the California Public Utilities Commission (CPUC) as followed:
Consumers have the right to select the Wireless Service and Service Provider of their choice. Within California, there are 119 Wireless Service Providers currently active in the state. While consumers can choose from an array of Service Providers, the number of providers offering service will depend on the service area. Additionally, not all providers participate in federal benefit programs. Currently, there are 86 providers (72%) authorized by the FCC to participate in the Affordable Connectivity Program. This number reduces to 13 providers (11%) approved to participate in the California LifeLine Program and 12 providers (10%) approved to offer Federal Lifeline support.
Consumers have the right to change voice service providers within the same local area and keep the same phone number in accordance with the rules set forth by FCC regulations regarding Local Number Portability. We understand the wireless space has many differences, and while we commit to providing excellent service, we understand there may be situations when another Wireless Service Provider would offer a wireless plan that better suits your needs or coverage area. In these situations, we commit to the rules set forth by FCC regulations regarding “Local Number Portability” and permit a customer to keep the same phone number by porting over to their new Wireless Service Provider. We do not charge for providing this service.
Consumers have a right to receive clear and complete information about all material terms and conditions, such as material limitations.
Effective Date: June 9, 2023
Sequoia Wireless, LLC (“Sequoia Wireless,” the “Company,” “we,” “us,” or “our”) herein provides the method for responding to requests from law enforcement or government agencies, as well as its Emergency Disclosure Form, are outlined below. The protocol describes the requirements for Sequoia Wireless to disclose customer information and the information that Sequoia Wireless may offer. Please note that some requests may incur appropriate fees, which will be billed upon delivery and must be paid within 30 days of the invoice date. In order for Sequoia Wireless to reveal client information without a subpoena, search warrant, or court order, the Emergency Disclosure Form must be completed.
Sequoia Wireless is a California licensed wireless service provider (WIR 4565), federally registered broadband provider (FRN 0033477613), and authorized participant of the Affordable Connectivity Program (EBBA0002818) offering fully subsidized plans to eligible households. We have entered into a Wireless Reseller Agreement with a Mobile Virtual Network Enabler and Operator to purchase wireless telecommunications services from one of the big three nationwide wireless carriers. This allows us access to their wireless network as a Mobile Virtual Network Operator.
Sequoia Wireless aids law enforcement agencies in their investigations while protecting subscriber privacy in accordance with relevant laws and standards. Sequoia Wireless must comply with the Electronic Communications Privacy Act (18 U.S.C. §§ 2510-2522, 2701-2712, 3121-3127), Communications Assistance for Law Enforcement Act (47 U.S.C. §§ 1001-1010), and the Telecommunications Act of 1996 (specifically, 47 U.S.C. § 222 pertaining to customer proprietary network information). Additionally, Sequoia Wireless complies with all current state and federal regulations.
The major objective of Sequoia Wireless is to deliver quick and accurate replies to all requests from law enforcement and other agencies. Sequoia Wireless’s compliance with legal requirements is the responsibility of our management team. Sequoia Wireless’s objective is to respond to each request within five (5) business days, unless otherwise required by the request.
The Law Enforcement Request Procedure is offered only for informational purposes only. Sequoia Wireless explicitly retains the right to add, modify, or remove any material in this procedure without prior notice. In addition, Sequoia Wireless maintains the right to reply or oppose to legal demands, or to seek clarification, and to handle legal requests for subscriber information as it sees fit. For additional questions, please contact our management team at admin@sequoiawireless.com.
Send Completed Emergency Disclosure Form to admin@sequoiawireless.com.with a subject line “Urgent – Completed Emergency Disclosure Form”.
Emergency Requests Information should be directed at our email address at admin@sequoiawireless.com. with a subject line “Urgent – Emergency Requests Information”.
All Subpoenas, Search Warrants, and Court Orders must be properly served to our Registered Agent for service at: Registered Agents Inc, California Registered Agent Inc, 1401 21st Street Suite R, Sacramento, CA 95811. The legal name to be used to identify our company is “Sequoia Wireless”. Additionally, an email to admin@sequoiawireless.com. with a subject line of “Urgent – Submitted Subpoena, Search Warrant, Court Order” is required with a scanned copy of the submission to the registered agent.
For identification based on a telephone number: Sequoia Wireless can only give account information on telephone numbers for whom we now or have previously provided service.
For identification based upon an Internet Protocol (IP) Address: Sequoia Wireless in not able to search using an IP address.
For identification based on an email address: Sequoia Wireless does use email addresses as a source of communication with our subscribers but does not provide email addresses to subscribers.
For identification based upon a person’s name: Sequoia Wireless does store information on the legal name of each subscriber that has been authenticated by a third-party to be enrolled in a government program (i.e., Affordable Connectivity Program). Sequoia Wireless will only reply to a request for identification based on the name precisely as it is printed on the request. If initials or nicknames are used, the requester must include a request for those versions of the name in the legal request.
For identification based on a street address: Sequoia Wireless requires a street address to be used for a subscriber’s service address. In the request, please include the home or apartment number, the street name, the city, state, and the zip code of the area you have selected. Over a period of time, it is likely that Sequoia Wireless has offered service to many clients at the same location. Therefore, it is vital to confine a search for consumer identification to a specified period of time.
Subscriber Identification: Sequoia Wireless shall retain subscriber account information for a duration of at minimum thirty-six (36) months or as altered by state and federal rules.
Call Detail Records: Sequoia Wireless maintains historical call detail records for our Voice Telephony Service for at minimum eighteen (18) months or as altered by state and federal rules. Older records may be available but may require additional time and resources to research and retrieve if available.
Law Enforcement Agency is able to obtain Subscriber Identification including the following:
1. Subscriber’s Legal Name
2. Subscriber’s Service Address (Address used for the place of service)
3. Length of Service including Start Date and if applicable End Date
4. Subscriber’s Telephone Number (if applicable) or other subscriber number or identity
5. Call Detail Records (records of local and long distance calling connections)
Pursuant to 18 U.S.C. § 2702(B)(8) and § 2702(c)(4), Sequoia Wireless will divulge subscriber information only if Sequoia Wireless, in good faith, believes that an emergency involving danger of death or serious physical injury may occur if the information is not provided quickly. These requests must go through an email to admin@sequoiawireless.com. with a scanned copy of the filled out Emergency Disclosure Form with a subject line “Urgent – Completed Emergency Disclosure Form”.
Law enforcement agencies are able to receive information related to a Subscriber including the following items, without notice to the subscriber:
1. Subscriber’s Legal Name
2. Length of Service including Start Date and if applicable End Date
3. Subscriber’s Telephone Number (if applicable) or other subscriber number or identity
4. Call Detail Records (records of local and long distance calling connections)
Pursuant to 18 U.S.C. § 2703(f) and § 2704, a framework is established for law enforcement agencies to request Sequoia Wireless to preserve subscriber data currently in its possession and not on an ongoing, constant basis, until a suitable legal order is obtained. No information can be given unless Sequoia Wireless obtains a legitimate legal request. The information will be stored for at least ninety (90) days upon which, if no legitimate legal request is received, or no allowed ninety (90) day extension is sought, the information may be permanently erased. If an extension is sought, the information will be maintained for an additional ninety (90) days following which, if no legitimate legal request is made, the information may be permanently erased.
Other
Wiretaps, Interception of Communications, Pen Register/Trap, Trace Device and Internet Protocol (IP) information requests are not available through Sequoia Wireless and must be submitted to our underlying carrier. For information, please contact our management team at admin@sequoiawireless.com.
• Subscriber Information: $50.00 per number
• Call Detail Records less than thirty (30) days: $10.00 per number
• Call Detail Records greater than or equal to thirty (30) days: $15.00 per number
• Legal Document Responses: $1.00 per screen print
• Flash drive with requested Recorded: $20.00 processing fee
• Regular Mailing Fee: $25.00
• Expediated Mailing Fee: $50.00
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Effective Date: June 9, 2023
Effective Date: June 9, 2023
The FCC released the Restoring Internet Freedom Order, commonly referred to as Net Neutrality rules, which mandated that broadband service providers disclose information about any practices that involve blocking, throttling, and affiliated or paid prioritization.
1. Sequoia Wireless agrees that consumers should have unfettered access to content on the internet.
2. Sequoia Wireless does not block consumer access to lawful internet content.
3. Sequoia Wireless does not resell consumer data to unaffiliated third parties. Refer to our Privacy Policy for more information at www.sequoiawireless.com/privacy.
4. Sequoia Wireless does not engage in unlawful or anticompetitive discrimination against websites, streaming video services, and/or voice applications that may compete with the traditional services we offer. Furthermore, we do not offer pay-for-priority services or affiliate priority services.
5. In the event that a subscriber’s aggregate demand exceeds the available capacity of our underlying carrier network, creating acute congestion, Sequoia Wireless may employ various techniques to safeguard a positive customer experience. Refer to our Open Internet Policy for more information at www.sequoiawireless.com/openinternet.
6. In times of acute congestion, Sequoia Wireless Internet service bandwidth may be fairly allocated among customers without regard to the customer’s online activities or the protocols or applications that the customers are using. While acute congestion is occurring, customers will still be able to use the lawful content, services, and applications of their choice, but this fair sharing of bandwidth may result in slower download and upload speeds and slower response times from websites and Internet-based applications and services. Refer to our Open Internet Policy for more information at www.sequoiawireless.com/openinternet.
7. Sequoia Wireless will not engage in deep packet inspection or drop specific types of end-user Internet traffic except as described herein to preserve the integrity of the network and protect against the negative effects of Internet threats.
Effective Date: June 9, 2023
Sequoia Wireless is committed to an open and free Internet. Similarly, we are dedicated to providing an exceptional user experience. To shine in this, we may engage in reasonable network management measures on our broadband Internet access services and devices (the “Services”). Described here are our network management procedures. Our explanation of these network management policies, as well as those of our underlying carrier, T-Mobile (the “Underlying Carrier”), is provided for informative purposes only and is subject to change. Please return often for updates.
Congestion Management
Sequoia Wireless is a reseller of our Underlying Carrier’s mobile broadband Internet access network. This implies that once your data leaves a Sequoia Wireless device (i.e., a device with an activated eSIM or SIM Card), it passes via the network of our Underlying Carrier before reaching the public Internet. As a reseller, we do not control network congestion on the network of the Underlying Carrier. Your data may be subject to the network management and open Internet practices of our Underlying Carrier, which are accessible here and may be updated at any time.
Administration of Service
While we do not control the transmission of your data through the network of our Underlying Carrier, we may manage other aspects of a user’s interaction with our Services. We do not prohibit or limit the usage of any lawful material, apps, or services that you choose to access through a Sequoia Wireless device without your authorization, provided that your use of our Services does not violate our Terms and Conditions.
Device Connection
Subscribers of Sequoia Wireless may access the Internet via our services by using any Internet-enabled device of their choosing (including bringing their own device), provided that the device is compatible with our network, approved by our Underlying Carrier (if required), does not violate our Terms and Conditions, and does not cause harm to our network, other users, or Services.
Privacy and Security
Your privacy and safety are of the utmost importance to us. We use physical, technological, and administrative precautions to secure your personal information when you use our Services to access the Internet. In addition, we take reasonable measures to prevent unauthorized use, access, or disclosure of your personal information. View our Privacy Policy for further details on our privacy and security policies.
Characteristics of Performance
Sequoia Wireless provides mobile broadband Internet access via 4G LTE and 5G of its Underlying Carrier. These networks are meant to be compatible with real-time applications, such as audio and video. However, the actual user experience may differ based on technological, geographical, environmental, and other variables.
Speed
The word “speed” is widely used as a synonym for the data transmission rate of a specific broadband Internet access service. Typically, this rate (or speed) is measured in kilobits or megabits sent per second (Kbps or Mbps). Some applications, such as email or simple web surfing, do not need a high data transfer rate, but others, such as streaming high-definition video or transferring huge data files, are enhanced by faster data transfer rates. Here are the predicted average speeds for On-Device of our Underlying Carrier’s networks, expressed in megabits per second (“Mbps”), at which data packets are successfully sent through a communications network:
5G Network
Download Speeds: Typically between 80 – 382 Mbps
Upload Speeds: Typically between 7 – 32 Mbps
4G LTE Network
Download Speed: Typically between 19 – 76 Mbps
Upload Speed: Typically between 4 – 20 Mbps
Latency
Latency, as used here, refers to the round-trip time required for a data packet to move from one place on the Internet to another. The predicted and actual round-trip latency of our Underlying Carrier’s networks, given in milliseconds (“ms”), are as follows:
5G Network
Latency: Typically between 19 – 37 ms
4G LTE Network
Latency: Typically between 24 – 40 ms
It’s important to remember that our Underlying Carrier may at any moment revise their speed and latency predictions. Sequoia Wireless may advertise speeds and latency up to the maximum rates anticipated to be attained by the device across the networks of our Underlying Carrier. Several variables, including capacity restrictions, network availability, ambient conditions, your device, whether you are tethered to a separate device, and our Underlying Carrier’s network management policies, may affect the actual speed and latency you experience at any given moment.
Data Usage Policy
Sequoia Wireless provides our customers with unlimited data at 3G speeds once their high-speed cap has been reached for their monthly allotment. We define 3G as speeds of 512 Kbps. Our plans provide unlimited amounts of data you can use per month (measured in gigabytes, or “GB”), with a monthly cap of “high-speed” data. The amount of high-speed data is allocated based on the data plan. Additionally, our underlying carrier may lower speeds during times of congestion, which are out of our control. You have the option to purchase a “Top-Up”, which is $5 per GB with unused data rolling over month-to-month until used. Tethered data will be restricted to the same policy. Video Streaming in SD at 480p.
Video Optimization
Our Underlying Carrier’s network uses streaming video optimization technology. Streaming video optimization improves overall data usage management of the network, resulting in greater network speeds and throughput for other customers using data because less network payload is dedicated to video. Optimization helps customers stretch their high-speed data while streaming video. For video that is not self-optimized by the video provider, T-Mobile adjusts the delivery rate for streaming video, which causes the video to be delivered in lower resolutions and to use less data.
Video optimization occurs only for data streams that are identified by our packet-core network as video. Some videos, like those consumed via VPN or while tethering, may be difficult to identify as video and therefore cannot be optimized. The streaming video optimization process applies to all content identified as video regardless of the content itself or the website that provides it. While many changes to streaming video files are likely to be indiscernible, the optimization process may impact the appearance of the streaming video as displayed on a user’s device.
Traffic Information
As authorized by law, we may monitor traffic for our own internal reasons, including but not limited to invoicing, internal analytics, and first-party marketing. We do not use deep-packet inspection to monitor traffic information. We do not share traffic data with unaffiliated third parties for reasons other than network administration without your authorization.
Commercial Terms
Sequoia Wireless provides users with a variety of competitive prepaid broadband Internet access service options and top-ups. Refer to our terms and conditions to learn more on our service plans, activation processes, data consumption, and dispute resolution.
Redress
For general customer inquiries and complaints, please contact us at admin@sequoiawireless.com.
Effective Date: June 9, 2023
This Privacy Policy (“Privacy Policy”) describes how Sequoia Wireless, LLC (“Sequoia Wireless,” the “Company,” “we,” “us,” or “our”) collects, uses, and discloses information from or about you. It also describes how Sequoia Wireless may use and disclose such information and how you may restrict certain uses and disclosures.
This Privacy Policy applies to our customers and visitors to our websites at www.sequoiawireless.com, our telecommunications and internet services, devices, Company branded apps, and your online account (collectively, “Services”). This Privacy Policy only applies to our Services, not to the services of other businesses or organizations we may connect with, even if they promote our products or use a Company logo.
Please study the terms of our Privacy Policy since they apply to you when you use our Services. Sequoia Wireless may amend this Privacy Policy at any moment, so check back often for changes. You accept the practices outlined in this Privacy Policy by visiting our websites or using our services.
1. What Information Do We Collect About You
Our purpose in gathering personal information is to offer you a seamless, efficient, and personalized experience. This allows us to provide features that are most likely to meet your needs and to customize our Services to make your experience easier and more pleasant. Information may be provided by you directly, information may be automatically collected about you, or information may be collected about you from other sources. Depending on how you interact with us or our Services, we may collect Information from or about you, including, for example:
Account Profile Information, such as your username, password, and profile picture.
Aggregate Data, such as information that cannot be used to identify you, such as aggregate or anonymous data. We collect usage data such as the number and frequency of visits to our websites. This information may include the URL you just left, the URL you will visit next, the browser you are using, and your IP address. We only utilize such information in the aggregate. This aggregate data assists us in determining how much our customers use various portions of our websites, as well as doing internal research on our customers’ demographics, interests, and behavior to better understand and serve you. Third parties that support our services may also collect and/or utilize this sort of aggregated, non-personally identifiable information. Furthermore, we aggregate data and may distribute such information to advertisers and other third parties in a non-personally identifiable way for marketing and promotional reasons.
Billing and Payment Information, such as credit card, debit card, or checking account information, purchase and order history, and billing information related to your use of our voice, text, and data services.
Correspondence Information, including information you may provide to us when you communicate with us through our website, via email, over the phone, or through postal mail, such as questions, concerns, issues, or your intended or actual use of our Services, as well as records, including recordings, of your communications with us.
Customer Proprietary Network Information, including information related to your use of the Company’s voice and text services, such as the quantity of use, technical configuration, the types of Services you have, device location, and destination of communications (collectively, “Call Detail Records”) and related billing information.
Device and Computer Information, including your internet protocol (“IP”) address, browser type, operating system, software version, device type, model, or identifier, signal strength, power (on/off) status, and information about devices you tether to your device.
Eligibility Information, such as documentation of participation in an eligible government low-income or financial assistance program, documentation demonstrating proof of income, or your Social Security number, each of which will only be used to determine program eligibility.
General Information, such as demographic information, media consumption, previous purchases, shopping habits, loyalty program information, lifestyle preferences and interests, and social media activity.
Government-Issued Identification Information, such as your Social Security number or government-issued identification information.
Identity and Contact Information, such as your name, date of birth, mailing address, billing address, email addresses, preferred language, and telephone numbers.
Information from Affiliates, Partners, and Service Providers, such as business partners, retailers where you purchased the Company’s Services or devices, analytics vendors, advertising networks, and search information providers, including the information you provide those entities or that they automatically collect.
Information from Trusted Third Parties, including information from commercially available sources, such as social media platforms, public databases, or data aggregators, which may include your demographic information, media consumption, previous purchases, shopping habits, loyalty program information, lifestyle preferences, and interests, social media activity, or information to validate or update the information we collect from or about you.
Information Stored on Devices, including any content stored on your Device when you relinquish, exchange, return, or recycle your Device or provide it to us, our contractors, or our vendors for maintenance. You should remove or otherwise safeguard any Personal Information on your Device that you do not want to be accessed before giving your Device to us, our contractors, or our vendors. We are not responsible for any information on your Device.
Location Information, such as the approximate location of your device when it is connected to or using Global Positioning Satellites (“GPS”), the wireless network of our underlying carrier, or other location technology.
Marketing and Communications Information, such as your preferences in receiving marketing, promotions, and sales offers from us and our marketing partners.
Online Activity Information, such as information about your activity while using the Services, including websites you visit and activity on those sites, use of Sequoia Wireless branded preinstalled applications, apps you purchase, download, and use, and your interaction with our communications and advertisements.
Personally Identifiable Information, including users being asked to give information such as their name, address, phone number, birth date, credit card information, full or partial Social Security number, and email address (collectively, “PII”). Our customers’ PII acquired during the registration process is utilized to administer each customer’s account. We also seek this information to deliver Services that are more closely aligned with your tastes. Furthermore, we may use such PII to better our marketing and promotional activities, evaluate website use, improve our content and product offerings, and adapt the content, style, and services of our website.
Usage Information, such as non-CPNI information about your use of the Services, including the date and time of your use, frequency of use, and the amount of data you use, and your activity on your device. When you use our Services, we automatically gather some sorts of information. We may collect information about your device, such as the device kind, operating system version, signal strength if it is turned on and how it is running, and device identifiers. We may also collect information about your device and the services you access via it, including your call and data use and history, geolocation, the websites you visit, the apps you buy, download, or use, and information on devices you tether to your device. We may associate information that we automatically acquire from you with PII, including information that you supply to us and information that we get from other sources. We may employ software to track your usage of our Services and other apps, including cookies, web beacons, and other techniques, as well as network and device data analysis. We may collect information such as WiFi use and performance statistics, as well as data about your use of our website, apps, and other services. We may be required by federal law to obtain approval for the use of customer proprietary network information relating to the quantity, technical configuration, type, destination, location, and amount of use of our service that is made available to us solely by virtue of the carrier-customer relationship, using the methods described herein.
Voluntary Surveys, such as surveys we may offer to our clients and/or website visitors. We urge you to take part in these optional surveys as they provide us with valuable information that allows us to enhance the services we provide and how we give them to you. Even if the survey is done by a third party, your personal information and replies will be kept private. We mix (or aggregate) the information we collect from people responding to our surveys with the replies of other survey participants to produce larger, general responses to the survey questions (such as gender, age, residence, hobbies, education, employment, industry sector, or other demographic information). The aggregated information is then used to enhance the quality of our services to you and to create new services and products. This non-personally identifiable aggregated information may be shared with third-party affiliates
2. Sources of Personal Information We Collect About You
We may obtain Personal Information about you from a variety of sources. We may combine the various types of Personal Information we receive from or about you, including information you provide to us, information we automatically collect, and information from other sources, and use or share it as described in this Privacy Policy including, for example:
Information from You, such Identity and Contact Information, Eligibility Information, Billing and Payment Information, Correspondence Information, and Information Stored on Devices when you: apply for or subscribe to our Services; create an online account with us; purchase Services from us; communicate with us, including through our websites, subscribe to our mailing list or otherwise agree to receive marketing communications from us; participate in our promotions; or complete our surveys or rate our Services.
Information from your use of our Services, such as when you use or interact with our Services, we may automatically collect Personal Information, such as CPNI, Usage Information, Online Activity Information, Location Information, and Device and Computer Information, using our network management technology and third-party analytics and advertising tools, which may use cookies, web beacons, pixel tags, log files, local shared objects (Flash cookies), HTML5 cookies, or other technologies to automatically or passively collect information about your use of and interaction with the Services.
Information from Other Sources, that we may collect from any category of Personal Information from affiliates, business partners, and third parties including social media platforms, data aggregators, public databases, and other commercially available sources.
3. How We Use Your Personal Information
Except as otherwise prohibited by law or regulation, and subject to your instructions to us. We may use your Personal Information as otherwise described to you at the time of collection, with your consent. Sequoia Wireless may use your Personal Information for the business purposes and commercial marketing purposes described below.
Business Purposes: We may use your Personal Information for the following business purposes:
Administration: To conduct analysis to understand the usage and operations of our Services, to develop new products or services, to improve our business, content, products, and Services, to determine compensation for our employees and agents, for training or quality assurance, and to process your program application and/or renewal.
Billing and Payments: To process your purchases, including using cookies, bill and collect for purchases, complete payments, confirm your orders, and deliver products or Services to you.
Comply with Legal and Regulatory Obligations: To comply with our legal and regulatory obligations which arise from time to time, including responding to legal processes, such as subpoenas, court orders, or search warrants.
Customer Service: To respond to your questions and comments, send messages about your account status, alert you about technical issues, or otherwise contact and communicate with you when necessary.
Emergency Situations: To respond to 911 requests and for other emergencies or exigencies, in cases involving danger of death or serious physical injury to you or any other person.
Prevention and Detection of Unlawful and Unauthorized Use: To prevent and detect fraud, abuse, and other unlawful and unauthorized use of our Services, including to investigate possible violations of and enforce our Terms and Conditions and any other contracts, and to otherwise protect the security or integrity of the Services, our business and property, and our rights and interests, and those of you, our other customers, and other carriers.
Provide Services: To provide you with our Services, including initiating and rendering our Services, to maintain and manage our network, to anticipate and resolve problems with our network, information technology, and Services, to optimize our Services for devices, operating systems, web browsers, and apps, and to interact with third-party services, at your request.
Verify Eligibility and Subscribe You to Our Service: To verify your eligibility for the specified government program and subscribe you to our service, including executing requests to port your phone number.
Commercial Marketing Purposes: We may use your Personal Information, including your Identity Information, Contact Information, CPNI, Usage Information, Online Activity Information, Location Information, Device and Computer Information, and Marketing and Communications Information for the following commercial marketing purposes:
Aggregate and De-Identify: To create aggregate or de-identified datasets.
Analyze and Maintain Accuracy: To track the use of our Services, to better understand who is using our Services and how our Services are being used, to measure, analyze, and optimize the effectiveness of our marketing and advertising, and to maintain the accuracy of the information we collect.
Generic Advertising: To advertise our products and Services to you through non-targeted website ads, direct mail, email, or manual, autodialed, or prerecorded calls and texts, each with your consent, where necessary.
Interest-Based Advertising: To serve you promotional offers, content, advertisements, and other marketing about our products and Services or those of our affiliates, partners, and third parties, tailored to your interests, in applications or through direct mail, email, push notifications, or manual, autodialed, or prerecorded calls and texts, each with your consent, where necessary. We may combine the information we receive from and about you to improve our interest-based advertising to you and to serve promotional offers, content, advertisements, and other marketing to people whose interests or characteristics are like yours.
Surveys, Sweepstakes, and Message Boards: To administer and enable you to participate in surveys and polls, where you have agreed to this. We may sometimes use a Service Provider to conduct surveys and polls, but they will be prohibited from using your Personal Information for any other purpose.
4. How We Share or Allow Access to Your Personal Information
Except as otherwise prohibited by law or regulation, and subject to your instructions to us, Sequoia Wireless may share, sell, or allow access to your Personal Information for business purposes, commercial marketing purposes, and additional purposes described below.
Business Purposes: We may share your Personal Information for the following limited business purposes:
Affiliates: With our affiliates for business, operational, and legal purposes.
Caller ID: With the individuals or entities, you call or text, limited to your name and telephone number.
Emergencies: With governmental authorities or other entities in cases involving danger of death or serious physical injury to you or any other person, to respond to 911 requests, and for other emergencies or exigencies.
Legal Rights and Obligations: With governmental authorities, auditors and third-party identity verification services, credit bureaus or collection agencies, and other entities to the extent necessary to respond to subpoenas, court orders, search warrants, or another legal process, in response to a request for cooperation from law enforcement or another government agency, to comply with legal and regulatory obligations, including identity verification, to prevent fraud and identify theft, to protect, advanced, or defend our rights or the rights of others, to recover payment for previously-billed products and Services, to facilitate or verify the appropriate calculation of taxes, fees, or other obligations due to any and all local, state, or federal governments and governmental agencies, and as otherwise permitted and required by law or regulation.
Protect Our Services and Users: With governmental authorities or other entities if we believe disclosure is necessary or appropriate to protect against the fraudulent, malicious, abusive, unauthorized, or unlawful use of our products and Services, to protect our network, databases, Services, devices, users, and employees from physical or financial harm, and to investigate violations of our Terms and Conditions or other contracts.
Service Providers: With Service Providers that provide business, professional, or technical support functions for us, help us operate our business and provide the Services you request from us, or administer activities on our behalf, including network operations, website hosting, database management, billing and payment processing, sending and receiving communications, analysis of our Services, and delivery of products and Services. We do not authorize Service Providers to use or disclose the information, except as necessary to perform services on our behalf.
Commercial Marketing Purposes: We may share or sell your Personal Information with our service providers, affiliates, or select marketing partners for our or their commercial marketing purposes. We may also allow these service providers and marketing partners to access Personal Information from your use of our Services when we use their analytic and advertising tools, such as cookies, web beacons, pixel tags, log files, local shared objects (Flash cookies), HTML5 cookies, or other technologies that automatically or passively collect information. These third parties may use your Personal Information to deliver generic or interest-based advertisements and marketing to you about their products or services or the products or services of their marketing partners. They may also share or sell your personal information with their affiliates, service providers, and partners. We do not have access to, or control over, the use of your information by these third parties. The collection and use of your information by third parties are subject to those third parties privacy policies. If you wish to stop communications from such third parties, you will need to contact those third parties directly. These service providers are not permitted to use, disclose, or sell your personal information for their own purposes.
Aggregate and De-Identified Information: We may also share aggregate or de-identified information, which does not constitute Personal Information, with third parties for the following purposes: to measure, analyze, and improve our products or Services; to track to the use of our Services; to better understand who is using our Services and how our Services are being used; to understand who is using our Services; for marketing and analytic purposes; for marketing and analytic purposes; to assist universities, laboratories, think tanks, and other entities that conduct networking, social, behavioral, environmental, and other types of scientific research; to assist municipalities, government, or other entities that may use this data for purposes, such as municipal and transportation planning and emergency and disaster response coordination; or to complete or provide additional information for external reports.
Additional Purposes: We may share your Personal Information with external parties for the following additional purposes:
Sale or Transfer of Business or Assets: With our professional advisers in connection with a corporate transaction, such as a sale, assignment, divestiture, merger, bankruptcy, consolidation, reorganization, liquidation, or other transfer of the business or its assets. If another entity acquires the Company or any of our assets, your Personal Information may be transferred to such entity. In addition, if any bankruptcy or reorganization proceeding is brought by or against us, such information may be considered an asset of ours and may be sold or transferred to third parties. Should such a sale or transfer occur, we will use reasonable efforts to try to require that the buyer or transferee use your Personal Information in a manner that is consistent with this Privacy Policy.
Other Circumstances: We may also use your Personal Information in other circumstances, as disclosed and explained to you at the point of collection and with your consent, where necessary.
5. How Can You Access or Change Your Personal Information
Existing subscribers may access select Personal Information we have collected from you, such as Contact Information and Account Profile Information, by logging on to your account at www.sequoiawireless.com/login. Once logged on, you will be able to access, modify, or correct this information. You can also request to access, modify, or correct this information by emailing admin@sequoiawireless.com. We will only disclose your Personal Information over the phone once authenticated. Personal Information may be sent to your email address of record, service address of record, telephone number of record (other than your subscriber phone number, if applicable), or by calling you at your subscriber telephone number of record, if applicable. We may disclose your Personal Information to an authorized agent that you have designated in writing to us.
6. How You Might Share Your Personal Information with Third Parties
When using our Services, you may choose to use or access services offered by third parties, such as websites, applications, retailers, or the networks of other carriers (such as when roaming, if applicable). In some cases, our Services may have links to websites operated by third parties or plugins for social media services, such as the Facebook Like button. When you interact with third-party services, you may be providing your Personal Information to those third parties or they may be automatically collecting your Personal Information, such as your IP address or browsing activity. Those services operate independently of our Services, and your Personal Information will be governed by their privacy policies, not this Privacy Policy. We encourage you to review the privacy policies of any third-party services that you use to better understand their privacy practices.
7. Cookies
Cookies are small files placed on your hard drive; each website can send its own cookie to your browser if your browser preferences allow it. You can configure your browser to accept all cookies, reject all cookies, or notify you when a cookie is sent. Each browser is different, so check the Help menu of your browser to learn how to change your cookie preferences. You are always free to decline our cookies if your browser permits, although in that case, you may not be able to use certain features on our websites and you may be required to re-enter your Account Login Details more frequently during a session. In addition, a number of companies not related to Sequoia Wireless offer utilities designed to help you visit websites anonymously.
Cookies assist us in providing customized services and can also help us provide information that is targeted to your interests. Sequoia Wireless also uses cookies to remember you when you “sign in” to our websites, so that we can provide you with customized content, such as your balance, content targeted specifically for your phone, and other helpful services. Sequoia Wireless cookies do not combine information collected through cookies with other personally identifiable information Sequoia Wireless uses two kinds of cookies. Each time you log on to any of our websites, Sequoia Wireless uses a “session cookie,” to help us to remember you until the earlier of approximately 30 minutes or the closing of your browser and to help remember you until the earlier of approximately 30 minutes or the closing of your browser and to help make sure that you remain logged in to our website. Session cookies are automatically deleted from your hard drive at the end of a session. We also use “persistent cookies,” which enable us to remember what is in your shopping cart for approximately two hours and to aggregate certain non-personally identifiable usage data in ways that help us to improve our services. Additionally, you may encounter cookies or other similar devices on our websites that are placed by third parties. We do not control the use of cookies by third parties, including third party websites to which we may link. Third party cookies or tools are governed by the privacy policies of the entities placing the ads and not by this Policy.
We use Google Analytics to help analyze how customers use our websites through the use of cookies. The information generation by the cookie about your use of our website (including your IP address) is transmitted to and stored by these analytical partners. This information is used for the purpose of evaluating your use of our websites, compiling reports on website activity for website operators and providing other services relating to website activity and Internet usage. These analytical partners may transfer this information to third parties where required to do so by law, or to third parties that process information on its behalf. Neither partner will associate your IP address with any other data held regarding you.
8. Customer Proprietary Network Information (“CPNI”)
At Sequoia Wireless, we are committed to protecting the privacy and security of our customers personal information at all costs. By virtue of our provision of telecommunications services to you, Sequoia Wireless has access to certain confidential information known as CPNI, which is the information generated as a result of your use of Sequoia Wireless’s telecommunications services. CPNI includes the type of services purchased, how those services are used, billing information, and information about Call Detail Records (“CDR”). CDRs involve information relating to specific calls, including the phone numbers you call, the numbers calling you, call times and dates, caller location, and call durations. CPNI does not include directory information such as name, postal address, or telephone number.
Under federal law, you have the right, and Sequoia Wireless has the duty, to protect the confidentiality of your CPNI. The Company is permitted to use or disclose your CPNI for certain purposes without further notice or consent including to provide you with our Services, to market service offerings to you related to the services you purchase; to protect us, you, other subscribers, and other carriers from fraud, abuse, or unlawful use of the Services; and in an aggregate form. We may use your CPNI, or share it with affiliates and third-party agents, for the purpose of offering you communications-related products and services, packages, discounts, and promotions that may be different from the types of services you are subscribed with. When we share your CPNI with our service providers, we require them to take reasonable measures to protect the confidentiality of that information.
The Federal Communications Commission (“FCC”) requires that we obtain your consent to use your CPNI within the Sequoia Wireless family in order to offer you additional products and services. With your consent, Sequoia Wireless will be able to better serve your telecommunications needs. Please know that in compliance with FCC regulations, Sequoia Wireless will not sell or share your CPNI with anyone other than those who are a part of Sequoia Wireless, which includes affiliates and third-party agents, unless required by law. No further action is required to allow Sequoia Wireless to use your CPNI. Unless you provide Sequoia Wireless with notice that you wish to opt-out, we will assume that you consent to our sharing of your CPNI within the Sequoia Wireless family of authorized companies.
You have the right to opt-out of the use of your CPNI for marketing purposes and can submit an opt-out request by emailing us at admin@sequoiawireless.com. Opting out will not affect our provision of Services to you or our use of your CPNI for permitted purposes. If you chose to opt out, your choice is valid until you choose to opt in. We may disclose your CPNI to any “authorized user” that you have designated to us in writing or to any person who is able to verify your account details.
You can request access to your CPNI by emailing admin@sequoiawireless.com. We will not disclose your Personal Information when you call us except when you can verify your account information. We will only disclose your Personal Information over the phone once authenticated. Personal Information may be sent to your email address of record, service address of record, telephone number of record (other than your subscriber phone number, if applicable), or by calling you at your subscriber telephone number of record, if applicable. We may disclose your Personal Information to an authorized agent that you have designated in writing to us.
Sequoia Wireless is required to notify law enforcement, the United States Secret Service, and the Federal Bureau of Investigation (“FBI”), if we become aware of a breach of customer CPNI. Sequoia Wireless will also notify you of the breach following notification to law enforcement unless directed otherwise by the Secret Service or the FBI.
9. Advertising Choices and Consent Options
You have certain choices and consent options related to the use and disclosure of your Personal Information for advertising purposes. Exercising these choices and options will not affect our provision of Services to you. Please note that these choices and options may not prevent you from receiving all advertising; you may continue to receive generic advertising from us or interest-based advertising from third parties, depending on how they operate. We are not responsible for informing third parties with whom we may have already shared your Personal Information, including our affiliates, business partners, and service providers, of any opt-out requests pursuant to this section or for removing information from or causing information to be removed from the databases or records of such entities.
Interest-Based Advertising: You have choices and options concerning interest-based advertising on our Services or across other websites and online services as follows:
Marketing Communications: You have the option to opt out from being contacted with marketing communications, including manual, autodialed, and prerecorded calls and texts, emails, and direct mail by emailing us at admin@sequoiawireless.com. Your instructions to opt out from these communications will be processed as soon as reasonably practicable. If you receive marketing communications from one or more of our affiliates, business partners, or service providers, you must opt out from those communications with those entities directly as we are not responsible for informing third parties (including without limitation our third-party service providers or partners) with whom we have already shared your personal information of any changes requested pursuant to this section, or for removing information from or causing information to be removed from the databases or records of such entities.
Exercising a marketing opt-out will not affect Sequoia Wireless’s right to contact you about the services to which you subscribe, including notifications regarding compliance obligations related to those services (e.g., non-usage, de-enrollment, and collection notices).
10. Telephone Consumer Protection Act (TCPA)
To ensure that consumer inquiries are handled with the utmost professionalism, we and our affiliates, agents, assigns, and service providers monitor and record all calls between you and us or any of our affiliates, agents, assigns, and service providers in order to improve our service to you. You agree to be monitored and recorded. You agree that Sequoia Wireless may from time to time contact you by phone calls and/or text messages at any telephone number linked with your account, including wireless telephone numbers, which may incur fees (but not from Sequoia Wireless).
By using this website, you agree and accept that Sequoia Wireless may from time to time send you emails, phone calls, and/or text messages to any email addresses and/or telephone numbers connected with your account, including your home, work, and wireless telephone number, for which you may incur fees. This includes, but is not limited to, the use of prerecorded/artificial voice messages and/or an automated telephone dialing system to contact you. You also agree that Sequoia Wireless may send you emails to any email address you supply or use other electronic forms of contact to the extent authorized by law. Consent may be withdrawn at any moment and by any acceptable method such as sending us an email at admin@sequoiawireless.com.
11. Children’s Information
We do not intentionally collect Personal Information from children under the age of eighteen except when information is used to qualify an adult through their child or dependent for a Government Benefit Program (such as the Affordable Connectivity Program or California LifeLine Program). This information may be collected, stored, and provided for use of eligibility to the Third Party Administrator of the respected government Program.
Our websites are not intended for youngsters under the age of 18. Adults (aged 18 and over) are the only ones who may purchase items and services from Sequoia Wireless. Wireless devices and services may be used by minors without our awareness. If this occurs, any information collected from the usage will appear to be the personal information of the adult subscriber and treated as such under this Policy.
If you are a minor, please do not supply us with any Personal Information or use or access the Services without first obtaining permission from your parent or guardian. If we discover that we have collected Personal Information from a child under the age of 18, we will take immediate measures to remove the information. If you are the parent or guardian of a child under the age of 18 who has supplied us with Personal Information without your permission, please contact us at admin@sequoiawireless.com to request that the child’s information be deleted.
12. How We Protect Your Personal Information
We maintain appropriate physical, technological, and administrative precautions to help secure your Personal Information against loss, misuse, or unauthorized access, disclosure, modification, or destruction. We securely encrypt and hash all passwords, as well as the transfer of all online account communications and sensitive information (such as credit card information). The Personal Information we collect from or about you is held on servers in the United States and is subject to US law. Employees, agents, contractors, service providers, and other third parties with a business need for such access have electronic access to the databases and physical access to the servers on which this Personal Information is maintained. They will only access and use your Personal Information on our instructions and are expected to keep it confidential. If we need third parties to utilize CPNI or other Personal Information, we ask that they take reasonable steps to ensure the confidentiality of such information. While we make every effort to maintain the integrity and security of our network and servers, we cannot guarantee their security, nor can we guarantee that the information you provide will not be intercepted while being transferred over our network or the internet.
13. California Privacy Rights
The California Consumer Privacy Act of 2018 (“CCPA”) gives you specific rights as a California resident. The law provides you with the right to know what information we collect about you and how we use it; to access, delete, and correct that information within certain limitations; to tell us not to sell or share personal information about you; to limit the use of certain sensitive personal information; and to not be discriminated against for invoking these rights. The purpose of this notice is to provide consumers with a description of our practices regarding the collection, use, disclosure, and sale of Personal Information and instructions for submitting CCPA data privacy requests.
Your Rights. If you are a California resident, you can take advantage of the following rights:
Access Request: You may request, up to two times each year, that we disclose to you the categories and specific pieces of Personal Information that we have collected about you, the categories of sources from which your Personal Information is collected, the business or commercial purpose for collecting your Personal Information, the categories of Personal Information that we disclosed for a business purpose, any categories of Personal Information that we sold about you, the categories of third parties with whom we have shared your Personal Information, and the business or commercial purpose for selling your Personal Information, if applicable. To submit an access request, email admin@sequoiawireless.com.
Deletion Request: You may request that we delete any Personal Information that we have collected from you, subject to lawful exceptions to such deletion requests. To learn more, email us at admin@sequoiawireless.com.
Third-Party Sharing Opt-Out Request: You may request to opt out of our sharing of your Personal Information with third parties for the third parties direct marketing purposes. To learn more about Sequoia Wireless’s opt-out choices and to request a CCPA Data Request Form, email admin@sequoiawireless.com.
California Privacy Rights: California Civil Code Section 1798.83 entitles California customers to request information concerning whether a business has disclosed Personal Information to any third parties for their direct marketing purposes. As stated in this Privacy Policy, we will not sell your Personal Information to other companies and we will not share it with other companies for them to use for their own marketing purposes without your consent.
Consumer Rights Under the CCP: You have the right to request that we disclose what personal information we collect and use. In addition to this, you also have the right to request deletion of any personal information about you that we have collected from you and to opt-out of the sale of your personal information. You have a right not to receive discriminatory treatment from us.
California Web Site Data Collection: We do not knowingly allow other parties to collect personally identifiable information about your online activities over time and across third-party websites when you use our websites and services.
Do Not Track Notices: Because Do Not Track (“DNT”) and similar signals do not yet operate according to common, industry-accepted standards, our Services may not respond to DNT signals. For more information on Do Not Track, please visit www.allaboutdnt.com.
Request Additional Information: California customers who wish to request further information about our compliance with these requirements, or have questions or concerns about our privacy policy, please contact us via e-mail at admin@sequoiawireless.com.
Authorized Agent: Your authorized agent may submit a request on your behalf, after submission of proof of authorization, in accordance with California law.
Collection and Sharing of Location Information: In addition to other information described in this privacy policy, we may collect and share with third-party ad and data networks precise location information. This location information may be used by itself, aggregated, or combined with mobile identifiers (such as IDFAs and Android IDs), and shared with third parties for purposes related to advertising, analytics, attribution (e.g., measuring ad performance), analytics and market research. You can remove your consent to having your location data collected by changing the settings on your device (certain services may lose functionality as a result.) You can “opt out” of various third party uses of Apple’s and Android’s advertising identifiers through those platforms’ corresponding device settings, as well.
Personal Information Disclosures: For purposes of compliance with the California Consumer Privacy Act (CCPA), in addition to other details described in this privacy policy, we make the following disclosures:
14. Changes to the Privacy Policy
We reserve the right to make changes to our Privacy Policy at any time, so please check back often. Our Privacy Policy can be found on our “Legal” page. Any changes will have an immediate effect on the effective date listed above.
If we decide to use or disclose information that personally identifies you in a way that is materially different from what we stated in our Privacy Policy when we collected that information from you, we will provide you with a choice about the new use or disclosure through appropriate means, which may include an opportunity to opt-out.
Continued access to or use of our Services after the effective date of such modifications will constitute your acceptance of such changes. If you do not agree to the modified contents of this Privacy Policy, you must stop using the Services.
Questions and Contact
If you have any questions or issues regarding this Privacy Policy, or how we handle your Personal Information, please email us at admin@sequoiawireless.com.
Effective Date: June 9, 2023
Telecommunications is one of the most highly taxed, highly regulated, industries in the U.S. This dual structure of government regulation and taxation results in an assortment of fees, surcharges, and taxes (including gross receipts, excise, and sales taxes), all with different tax bases. Sequoia Wireless has adopted this tax policy covering the applicable fees, surcharges, and taxes that arise at the local, state, and federal judications from providing service in California.
Federal Universal Service Fund USF | (8.41% * Revenue) |
This regulatory fee is used to fund federal Universal Service programs such as Federal Lifeline. The contribution factor is determined by the Federal Communications Commission (FCC), with the rate being 29.2% in Q3 of 2023. All telecommunications service providers contribute to USF based on a percentage of their assessable revenue. Some consumers may notice a “Universal Service” line item on their telephone bills. This line item appears when a company chooses to recover its USF contributions directly from its customers by billing them this charge. At Sequoia Wireless, we have made the conscious decision to fully account for this expense without the need of recovering the fee from our customers.
California Public Purpose Program PPP | ($1.11 * Smartphone Lines) |
This monthly surcharge is used to fund state programs such as California LifeLine. The surcharge is a single flat rate that is assessed to Sequoia Wireless’s ACP Smartphone Plans while ACP Tablet Plans are exempt from this surcharge. Most California consumers will notice a “Public Purpose Program” line item on their telephone bill, but not customers of Sequoia Wireless. We have made the conscious decision to remit the monthly surcharge on behalf of our customers and commit to never recovering this monthly surcharge from our customers. This ensures our plans are free of this hidden fee.
CPUC Utilities Reimbursement Account PUCURA | (0.75% * Revenue) |
A fee, annually established by the California Public Utilities Commission (CPUC), is levied on Sequoia Wireless for providing services directly to subscribers within California as a telecommunications carrier. Revenues collected from this fee fund the annual budget of the Commission for regulating telecommunications utilities. The amount of fees paid by us is determined by revenues subject to fees multiplied by a fee factor of 0.75%.
Local Utility Users Tax UUT | (≈5.57% * Smartphone Plans) |
This local tax is imposed by 106 cities and counties in California with an average rate of 5.57%. Tax rates range from 1.50% to 15.40% and are dependent on your service address. Most California consumers will notice a “Utility Users Tax” line item on their telephone bill, but not customers of Sequoia Wireless. We have made the conscious decision to remit the monthly surcharge on behalf of our customers and commit to never recovering this monthly tax from our customers. This ensures our plans are free of this hidden fee.
California Sales and Use Tax |
Telecommunication services and service plans are not subject to sales and use tax, pursuant to RTC § 6007 and RTC § 6010. While telecommunication plans are exempt from these taxes, devices are not. When purchasing a Sequoia Wireless device at retail prices, we will add the applicable tax to the bill. However, when purchasing a Sequoia Wireless device through the ACP discount program, we will cover the cost of Sales and Use Tax on your behalf. We also will cover the cost of Sales and Use tax when providing you with a free device.
Federal Telephone Excise Tax FET | Exempt |
The federal telephone excise tax is a 3% levy on local telecommunications services imposed by law. It is gathered from the client by telephone providers and then sent to the Internal Revenue Service (IRS). The tax does not apply to so-called “bundled” services, such as prepaid calling cards, voice-over-the-internet (VOIP) services, and mobile phone contracts that do not differentiate between local and long-distance calls inside the United States. As our services fall into this category, our plans are exempt from this tax.
California Emergency Telephone Users Surcharge ETUS | Exempt |
For ACP Plans, Sequoia Wireless uses the General Exemption, found in the “Tax Guide for Sellers of Prepaid (MTS) and Telecommunication Service Suppliers, which states “The following access lines are exempt from the 911 and 988 surcharges: Access lines for which no charges are billed by a service supplier to a service user.” As we are billing the Universal Service Administrative Company (“USAC”) from the Affordable Connectivity Program (“ACP”) Program for the entirety of the monthly charge, and as no charges are billed by Sequoia Wireless (service supplier) to the Subscriber (service user), we qualify under this General Exemption as being exempt from the 911 and 988 surcharges for Sequoia Wireless’s ACP Tablet Plans and ACP Smartphone Plans.
For Top-Up data-only service plans purchased during a retail transaction, we test to determine if a surcharge is applicable as part of the retail transaction. Sequoia Wireless offers a single type of Top-Up for either Sequoia Wireless’s ACP Tablet Plan customers or ACP Smartphone Plan customers. The Top-Up consists of data only and does not consist of minutes. Pursuant to RTC § 41007.5(c) “Retail transaction” means the purchase of prepaid mobile telephony services, either alone or in combination with mobile data or other services, from a seller for any purpose other than resale in the regular course of business. Pursuant to 18 CCR § 2401(g), “Prepaid mobile telephony services” means the right to utilize and/or access “mobile telecommunications services”, which is defined in PUC § 247.1(c)(5) as “commercial mobile radio service”, which is defined in 47 CFR § 20.3 as an interconnected service available to the public. As the definition of Prepaid mobile telephony services requires interconnected service (i.e., defined as service interconnected with the public switched network), and as the Top-Up data-only service plan is exclusively data-only, this transaction would not satisfy as a retail transaction for the purposes of assessing ETUS as the Top-Up is not selling an alone prepaid mobile telephony service nor is it selling a combination with mobile data. As we only need to assess this test to the Top-Up data-only service and not need to test the plan this top-up would be added to (as the retail transaction is related not to the existing service but rather to the Top-Up data-only service plan), we conclude that the purchase of a Top-Up data-only service would be exempt from the 911 and 988 surcharges.
Effective Date: November 24, 2024
Please read these Terms and Conditions (“Terms,” “Terms & Conditions,” or “Agreement”) carefully, as they establish a legally binding agreement between Sequoia Wireless, LLC (“Sequoia Wireless,” the “Company,” “we,” “us,” or “our”) and you, the subscriber (“you,” “your,” “applicant,” “customer,” “subscriber,” “participant,” or “user”). By enrolling in the California LifeLine Program provided by Sequoia Wireless, you acknowledge that you have read, understood, and agree to these Terms that outline your legal rights and responsibilities, including the requirement to resolve certain disputes through arbitration as opposed to jury trials or class actions. In the case of a disagreement, Terms restrict our responsibility and your possible remedies. We reserve the right at any time, on our sole discretion, to update or modify these terms that become binding upon you. You are responsible to stay informed of modifications by reviewing the website at sequoiawireless.com.
General Terms and Conditions
California LifeLine Service
The California LifeLine Program (“California LifeLine”) is a state government assistance program that provides discounted monthly phone services to eligible households. Sequoia Wireless is authorized to offer discounts through the Program. This telephone discount program is available to all qualifying California households in an effort to reduce their monthly phone rates. The California LifeLine Administrator is responsible for administering the programs. Proof of eligibility is required. Consumers who willfully make false statements in order to obtain the benefit can be punished by fine or imprisonment or can be barred from the program. To learn more, go to Program Guidelines at californialifeline.com.
Rates for Service, Features, Coverage, Activation Fees
Supported Services
Program Notices
California Lifeline Disclosures
Wireless Service Elements
Sequoia Wireless provides the following wireless service elements:
Billing
Sequoia Wireless abides by the following billing provisions:
Disclosures
Sequoia Wireless makes the following disclosures in accordance with California Lifeline Rules. We make this information available in print during instances of in-person enrollment where consumers can review them and/or request a copy; online at sequoiawireless.com; and upon request via our customer service department by emailing support@sequoiawireless.com:
California LifeLine Enrollment Limitations
When you request enrollment for California Lifeline, you must wait up to 30 days before submitting another enrollment request. You cannot submit multiple enrollment requests for the California Lifeline discount at the same time. The 30-day waiting period ends when: a) The California Lifeline Administrator provides the final eligibility determination; b) The enrollment request is canceled; or c) 30 days have passed since the enrollment request, whichever occurs first. After the 30-day period ends, you may submit another enrollment request for California Lifeline. You can cancel your enrollment request by contacting the California Lifeline Administrator at 866-272-0357 or by visiting californialifeline.com and selecting “Check Your Status.” You can also contact support at 800-487-4975 who can submit the request on your behalf. You may discontinue your phone service at any time or transfer to a different carrier.
Telephone Consumer Protection Act (TCPA)
To ensure that consumer inquiries are handled with the utmost professionalism, we and our affiliates, agents, assigns, and service providers monitor and record all calls between you and us or any of our affiliates, agents, assigns, and service providers in order to improve our service to you. You agree to be monitored and recorded. You agree that Sequoia Wireless may from time to time contact you by phone calls and/or text messages at any telephone number linked with your account, including wireless telephone numbers, which may incur fees (but not from Sequoia Wireless). By using our website, you agree and accept that Sequoia Wireless may from time to time send you emails, phone calls, and/or text messages to any email addresses and/or telephone numbers connected with your account, including your home, work, and wireless telephone number, for which you may incur fees. This includes, but is not limited to, the use of prerecorded/artificial voice messages and/or an automated telephone dialing system to contact you. You also agree that Sequoia Wireless may send you emails to any email address you supply or use other electronic forms of contact to the extent authorized by law. Consent may be withdrawn at any moment and by any acceptable method such as an email to support@sequoiawireless.com.
California Emergency Protections
In response to the devasting wildfires of 2018 and 2019, the State of California asked service providers such as Sequoia Wireless to put measures in place to assist people impacted by emergency situations. In California’s Decision Adopting an Emergency Disaster Relief Program for Communication Service Provider Customers (D. 19-08-025), issued August 23, 2019, in Rulemaking (R.) 18-03-011, when a State of Emergency is declared by either the Governor of the State of California or the President of the United States, Sequoia Wireless will provide additional service credits to existing customers, and handsets to those that qualify. In response to Decision 19-08-025, Sequoia Wireless has implemented ongoing and continuous outreach to ensure its customers are aware of the consumer protection measures available to them before, during, and after emergency situations. Sequoia Wireless communicates these emergency protections on our website, annually as part of the California Annual Notice Sequoia Wireless sends out in compliance with General Order 153, Procedures for Administration of The Moore Universal Telephone Service Act.
California Emergency Relief Plan
Sequoia Wireless has established our emergency assistance protocols for subscribers in California. Please read the following to get acquainted with the support available to you in the event that a disaster (announced by the governor of California or the president of the United States) affects your service or displaces your family. When the governor or the president of the United States declares a state of emergency in California because a catastrophe has disrupted utility service or reduced the quality of utility service, the following remedial measures will be implemented: a) Sequoia Wireless may let customers delay or phase payments for data, call, and text coverage prices for a certain time period. As we do not charge monthly fees for our California LifeLine plans, provisions related to this delay in required usage or annual recertification will be subject to the rules set forth as part of California LifeLine Program; b) Sequoia Wireless will provide mobile phones for temporary usage in approved county or municipal emergency shelters to our subscribers seeking refuge from a catastrophe; c) Sequoia Wireless will consider extending service payment deadlines for affected customers for certain time periods. As we do not charge monthly fees to the subscriber for California LifeLine plans, provisions related to this delay in required usage or annual recertification will be subject to the rules set forth as part of California LifeLine Program; d) Sequoia Wireless may provide temporary replacement phones to subscribers whose phones were lost or destroyed as a consequence of a natural catastrophe or evacuation. If the California LifeLine Administrator receives exemptions from the California Public Utilities Commission for its non-usage and eligibility renewal regulations for the California LifeLine Program, Sequoia Wireless will: a) Suspend the de-enrollment of affected California subscribers for non-usage; b) Reenroll any affected subscriber upon notice from CPUC that a rejection of the subscriber’s renewal eligibility for California LifeLine Program has been reversed. Assuming the position is consistent with the CPUC’s waivers, these protections will begin upon the declaration of a state of emergency in California and end no sooner than 12 months after the date of the declaration, or as determined by the California Office of Emergency Services. Contact customer support to learn more.
California Public Utilities Commission (CPUC) – Consumer Affairs Branch (CAB)
As the California Public Utilities Commission (CPUC) regulates California utilities, such as Sequoia Wireless, which provide telecommunications services in the State of California, if you have a question or a complaint concerning Sequoia Wireless’s services, at any time you may also contact the Consumer Affairs Branch (CAB) to seek assistance, at the following address: California Public Utilities Commission Consumer Affairs Branch, 505 Van Ness Avenue San Francisco, CA 94102, Email: consumer-affairs@cpuc.ca.gov. Or you may reach CAB by telephone at 1-800-649-7570, Monday through Friday, 8:30 a.m. to 4:30 p.m.
Notices
You may send notices to Sequoia Wireless by mail, 29034 Westbourne Court, Hayward, CA, 94544 or by email at support@sequoiawireless.com. Notices will be considered effective after received by Sequoia Wireless. If a subscriber is unable to resolve concerns with Sequoia Wireless, they may file a complaint with the Federal Communications Commission and/or the California Public Utilities Commission (CPUC) – Consumer Affairs Branch (CAB). Any notice sent to a subscriber will be sent via email we have on file.
Effective Date: June 9, 2023
This Website Terms of Use policy (“Terms of Use”) describes how Sequoia Wireless, LLC (“Sequoia Wireless,” the
“Company,” “we,” “us,” or “our”) enacts the ground rules for users visiting your website and serve as a binding agreement
between you and the user, or website visitor.
These Legal Terms constitute a legally binding agreement made between you, whether personally or on behalf of an entity (“you”), and Sequoia Wireless, concerning your access to and use of the Services. You agree that by accessing the Services, you have read, understood, and agreed to be bound by all these Legal Terms. IF YOU DO NOT AGREE WITH ALL OF THESE LEGAL TERMS, THEN YOU ARE EXPRESSLY PROHIBITED FROM USING THE SERVICES AND YOU MUST DISCONTINUE USE IMMEDIATELY.
We will provide you with prior notice of any scheduled changes to the Services you are using. The modified Legal Terms will become effective upon posting or notifying you by admin@sequoiawireless.com, as stated in the email message. By continuing to use the Services after the effective date of any changes, you agree to be bound by the modified terms.
The information provided when using the Services is not intended for distribution to or use by any person or entity in any jurisdiction or country where such distribution or use would be contrary to law or regulation or which would subject us to any registration requirement within such jurisdiction or country. Accordingly, those persons who choose to access the Services from other locations do so on their own initiative and are solely responsible for compliance with local laws, if and to the extent local laws are applicable. We are in the Telecommunication sector.
Our Intellectual Property
We are the owner or the licensee of all intellectual property rights in our Services, including all source code, databases, functionality, software, website designs, audio, video, text, photographs, and graphics in the Services (collectively, the “Content”), as well as the trademarks, service marks, and logos contained therein (the “Marks”). Our Content and Marks are protected by copyright and trademark laws (and various other intellectual property rights and unfair competition laws) and treaties in the United States and around the world. The Content and Marks are provided in or through the Services “AS IS” for your personal, non-commercial use only.
Trademark Disclaimer
All trademarks, logos and brand names are the property of their respective owners. All company, product and service names used in this website are for identification purposes only. Use of these names, trademarks and brands does not imply endorsement.
Your use of our Services
Subject to your compliance with these Legal Terms, including the “PROHIBITED ACTIVITIES” section below, we grant you a non-exclusive, non-transferable, revocable license to: access the Services; and download or print a copy of any portion of the Content to which you have properly gained access. solely for your personal, non-commercial use.
Except as set out in this section or elsewhere in our Legal Terms, no part of the Services and no Content or Marks may be copied, reproduced, aggregated, republished, uploaded, posted, publicly displayed, encoded, translated, transmitted, distributed, sold, licensed, or otherwise exploited for any commercial purpose without our express prior written permission.
If you wish to make any use of the Services, Content, or Marks other than as set out in this section or elsewhere in our Legal Terms, please address your request to: admin@sequoiawireless.com. If we ever grant you permission to post, reproduce, or publicly display any part of our Services or Content, you must identify us as the owners or licensors of the Services, Content, or Marks and ensure that any copyright or proprietary notice appears or is visible on posting, reproducing, or displaying our Content.
We reserve all rights not expressly granted to you in and to the Services, Content, and Marks. Any breach of these Intellectual Property Rights will constitute a material breach of our Legal Terms and your right to use our Services will terminate immediately.
Your submissions and contributions
Please review this section and the “PROHIBITED ACTIVITIES” section carefully prior to using our Services to understand the (a) rights you give us and (b) obligations you have when you post or upload any content through the Services.
Submissions: By directly sending us any question, comment, suggestion, idea, feedback, or other information about the Services (“Submissions”), you agree to assign to us all intellectual property rights in such Submission. You agree that we shall own this Submission and be entitled to its unrestricted use and dissemination for any lawful purpose, commercial or otherwise, without acknowledgment or compensation to you.
Contributions: The Services may invite you to chat, contribute to, or participate in blogs, message boards, online forums, and other functionality during which you may create, submit, post, display, transmit, publish, distribute, or broadcast content and materials to us or through the Services, including but not limited to text, writings, video, audio, photographs, music, graphics, comments, reviews, rating suggestions, personal information, or other material (“Contributions”). Any Submission that is publicly posted shall also be treated as a Contribution.
You understand that Contributions may be viewable by other users of the Services and possibly through third-party websites.
When you post Contributions, you grant us a license (including use of your name, trademarks, and logos): By posting any Contributions, you grant us an unrestricted, unlimited, irrevocable, perpetual, non-exclusive, transferable, royalty- free, fully-paid, worldwide right, and license to: use, copy, reproduce, distribute, sell, resell, publish, broadcast, retitle, store, publicly perform, publicly display, reformat, translate, excerpt (in whole or in part), and exploit your Contributions (including, without limitation, your image, name, and voice) for any purpose, commercial, advertising, or otherwise, to prepare derivative works of, or incorporate into other works, your Contributions, and to sublicense the licenses granted in this section. Our use and distribution may occur in any media formats and through any media channels.
This license includes our use of your name, company name, and franchise name, as applicable, and any of the trademarks, service marks, trade names, logos, and personal and commercial images you provide.
You are responsible for what you post or upload: By sending us Submissions and/or posting Contributions through any part of the Services or making Contributions accessible through the Services by linking your account through the Services to any of your social networking accounts, you:
You are solely responsible for your Submissions and/or Contributions and you expressly agree to reimburse us for any and all losses that we may suffer because of your breach of (a) this section, (b) any third party’s intellectual property rights, or (c) applicable law.
We may remove or edit your Content: Although we have no obligation to monitor any Contributions, we shall have the right to remove or edit any Contributions at any time without notice if in our reasonable opinion we consider such Contributions harmful or in breach of these Legal Terms. If we remove or edit any such Contributions, we may also suspend or disable your account and report you to the authorities.
Effective Date: June 9, 2023
Overview
Wireless Emergency Alerts, also referred as WEA messages, is a public safety notification system that enables authorized agencies to send text-like messages to subscribers with capable wireless devices to alert them of emergencies in their area. The service is included at no additional cost and are intended to let you know of immediate weather dangers to your safety, for instance, or when local law enforcement is looking for a missing individual, such as in the case of an AMBER Alert.
Notice Regarding Transmission of Wireless Emergency Alerts (Commercial Mobile Alert Service)
Sequoia Wireless has chosen to offer wireless emergency alerts, including enhanced geo-targeting, within portions of its service area, as defined by the terms and conditions of its service agreement, on wireless emergency alert capable devices. There is no additional charge for these wireless emergency alerts.
Wireless emergency alerts, including enhanced geo-targeting, may not be available on all devices or in the entire service area, or if a subscriber is outside of the Sequoia Wireless service area. For details on the availability of this service and wireless emergency alert capable devices, including the availability and benefits of enhanced geo-targeting, please ask a sales representative, or go to www.sequoiawireless.com/wea.
Notice required by FCC Rule 47 CFR 10.240 (Commercial Mobile Alert Service)
Broadcasting WEA Messages
Sequoia Wireless is a reseller of our Underlying Carrier’s mobile broadband Internet access network. WEA messages are provided by our Underlying Carrier to all capable devices that are activated and connected to the network.
Types of Wireless Emergency Alerts
Structure of WEA Messages
WEAs are written in 360 characters or less and include the sender, the event, the people affected, who should act, and any embedded clickable links that can be clicked by recipients to learn more. Wireless subscribers benefit from WEAs by receiving important information. WEAs are not regular text messages as they use a different kind of technology to ensure rapid delivery. WEAs are only transmitted to wireless devices that are capable and near the warning region. For example, in the case of a natural disaster, if a resident in Washington, D.C. possesses a WEA-capable device and happens to be in San Diego, their device would receive Emergency Alerts issued to an alert region in San Diego.
Advanced WEA Functionality
Most cell phones are capable of receiving WEA Basic Messages while newer devices are capable of more advanced WEA functionality. Below is a list of devices that have been tested for WEA functionality. Some devices may require a software update to enable advanced WEA functionality. Some older devices on this list were not tested for advanced WEA functionality but may support some of these advanced capabilities. Actual WEA messages may not include advanced features where they are not enabled or deployed by the government agency sending the alert. Other devices that are not on the list may be capable of receiving WEA messages, including some or all of the following advanced WEA functionality:
Devices Tested for WEA Functionality List
How to access WEA Settings on iPhone
By default, AMBER Alerts, Emergency Alerts, and Public Safety Alerts are turned on while Test Alerts are turned off. If you want to turn these alerts on or off, follow these three steps:
Do I have to sign up to receive WEA messages?
Sequoia Wireless subscribers are automatically enrolled to receive WEA messages. Subscribers will receive WEA messages provided they have a WEA-supported device, and the device has opted-in to receive messages.
Can I opt out of receiving WEA messages?
You can opt in or opt out of receiving most WEA messages, with the exception of Presidential Alerts, in the device settings.
Who is permitted to send a WEA message?
WEA messages are sent from public safety entities certified by their State government and the Department of Homeland Security and are broadcast to a geographic area, not to specific phones. Sequoia Wireless subscribers using capable devices that have opted-in to receive messages and are connected to our network in that area should receive the alerts.
Is my location or information being tracked or shared in order to receive a WEA?
Your location isn’t requested, provided, or maintained in the delivery of a WEA message, which are broadcast within specific areas determined by alert originators. All devices compatible with WEA that are located within a targeted zone and attached to our Underlying Carrier’s network should receive a WEA message intended for that specific area, assuming the device has opted-in to receive messages.
Since WEA messages are broadcasted from a cell site, neither your device nor Sequoia Wireless or the government can receive any information about you, your device, or the WEA message from it. You cannot be followed or have your personal information collected with the WEA program.
What if I did not receive a WEA while I was in a targeted geographic alert zone?
Wireless Emergency Alerts are sent to cell sites providing wireless service to very specific areas. Your device may have been receiving service in a different area, or even from an adjacent area cell site, which was not targeted by the alert. Most WEA alerts will be re-broadcast several times to reach the maximum number of devices in the targeted area. Once a device has received an alert, it won’t accept duplicate or identical alerts.
Alerts will only be received by capable devices. Without a capable device, you won’t receive an alert even if you are within the targeted geographic location. Additionally, certain geographic areas of our network might not fully support all new features being introduced for WEA messages, such as enhanced geo-targeting.
Devices receiving WEA Alerts can also receive special geo-targeting information which may preclude your device from alerting. This functionality is required by law and will be supported on newer product lines in the future. The purpose of these geo-targeted messages is to only alert people in areas that will be directly affected by events in that area to avoid inconvenience or annoyance to those outside of the geo-targeted area.
If you are a California resident and would like to exercise your rights under CCPA, please download and fill out the PDF form. We may request additional information to verify that you are a consumer about whom we have collected personal information. Please note that we will retain information as required by local, state, and federal law as well as CPUC/FCC/USAC regulatory compliance. Contact us for more information.
Once completed, please send the completed form to admin@sequoiawireless.com with a subject line “Urgent – CCPA Data Management Request Opt-Out Form”.
Last Updated: November 22, 2024
Permissible and Prohibited Uses
Your data plan is intended for Web browsing, messaging, and similar activities on your device and through hotspot that any of your other devices can use. Your smartphone or tablet becomes a Wi-Fi connection for devices like tablets, laptops and more. After exceeding your plan data cap, your hotspot data speeds will be restricted for the rest of the plan month. In order to access high-speed data prior to the end of the plan month, you have the option to purchase a data Top-Up. Tethered data (e.g., Mobile Hotspot data) will be restricted to the same policy as the rate plan. Examples of prohibited uses include but are not limited to: (a) server devices or host computer applications, including continuous Web camera posts or broadcasts, automatic data feeds, automated machine-to-machine connections or peer-to-peer (P2P) file-sharing applications that are broadcast to multiple servers or recipients, “bots” or similar routines that could disrupt net user groups or email use by others or other applications that denigrate network capacity or functionality; (b) as a substitute or backup for private lines or dedicated data connections; (c) any activity that adversely affects the ability of other users or systems to use either Underlying Carrier’s services or the network-based resources of others, including the generation or dissemination of viruses, malware or “denial of service” attacks; (d) accessing, or attempting to access without authority, the information, accounts or devices of others, or to penetrate, or attempt to penetrate, Underlying Carrier’s or another entity’s network or systems; or (e) running software or other devices that maintain continuously active Internet connections when a computer’s connection would otherwise be idle, or “keep alive” functions. For example, you cannot use a data plan for Web broadcasting, or for the operation of servers, telemetry devices or supervisory control and data acquisition devices; or (f) results in unusually or unreasonably high usage in any period consistent with abuse and/or fraud.
Protective Measures
We may suspend, terminate, or restrict your data session, plan, or service if you use your data plan in a manner that interferes with other customers’ service, our ability to allocate network capacity among customers, or that otherwise may degrade service quality for other customers.
Downloadable Content and Applications
You can purchase Content & Apps for your device from third-party sellers in the App Store or Google Play. Any support questions related to these Content & Apps should be directed to the third-party seller identified at the point of purchase. When you use, download, or install Content & Apps sold by a third-party seller, you may be subject to license terms between you and the third-party seller and application developer or content owner. Any Content & Apps you purchase are licensed for personal, lawful, non-commercial use on your device only. You may not transfer, copy, or reverse engineer any of the Content & Apps, or alter, disable, or circumvent any digital rights management security features embedded in the Content & Apps. Sequoia Wireless does not restrict or impose restrictions on Content & Apps. For more information, please refer to the terms and conditions in the App Store or Google Play.
Misuse of Service or Device
You agree not to misuse the service or any device, including (a) reselling or rebilling our service (b) using the service or device to engage in unlawful activity, or engaging in conduct that adversely affects our customers, employees, business, or any other person(s), or that interferes with our operations, network, reputation, or ability to provide quality service; (c) tampering with or modifying your device; (d) “spamming” or engaging in other abusive or unsolicited communications; (e) reselling Underlying Carrier devices for profit, or tampering with, reprogramming or altering a Device for the purpose of reselling the device; or (f) assisting or facilitating anyone else in any of the above activities. You agree that you won’t install, deploy, or use any regeneration equipment or similar mechanism (for example, a repeater) to originate, amplify, enhance, retransmit, or regenerate a transmitted Radio Frequency (“RF”) signal.
Last Updated: November 22, 2024
This policy describes how persons with disabilities may use the wireless services offered by Sequoia Wireless. Individuals with hearing, vision, or speech impairments who want to apply for a specially equipped Sequoia Wireless device must email us at support@sequoiawireless.com and clarify their requirements.
Hearing Aid Compatibility
The Federal Communications Commission (FCC) has issued particular hearing-aid compatibility regulations for mobile phones to guarantee that manufacturers build phones compatible with hearing aid devices and assist users of Sequoia Wireless hearing aids in locating compatible phones. In particular, the FCC depends on criteria produced by the American National Standards Institute (ANSI) to assist customers in determining whether mobile phones are compatible with hearing aids. A phone is hearing aid compatible according to the 2019 ANSI Standard if it is labeled as such. The 2011 ANSI Standard employs a rating system: compatibility with telecoil hearing aids is determined by a ‘T’ rating (T1 through T4), and compatibility with microphone hearing aids is determined by an ‘M’ rating (M1 through M4).
The greater the M or T rating granted to a phone, the less interference there is for hearing aid users; phones rated 3 or 4 are considered hearing aid compatible.
Today, the majority of mobile phones are built to be compatible with hearing aids in accordance with ANSI Standards, reducing or eliminating interference that certain hearing aid users may encounter while using a cell phone. Interference occurs when the electronics within the hearing aid device pick up and demodulate radio frequency (RF) or electromagnetic interference (EMI) emitted by the cell phone or other sources, resulting in a buzzing, humming, or whistling noise for users with hearing aid devices while using certain cell phones. In addition to compatibility with hearing aids, the level of interference encountered will vary based on the hearing aid’s design.
Although the ANSI Standards are a helpful resource for customers when selecting a mobile phone, they do not ensure that a phone will not interfere with a certain hearing aid. In addition, although some of the wireless technologies used by phones have been evaluated and graded for use with hearing aids, there may be certain wireless technologies used by phones that have not yet been tested for use with hearing aids. Whether you wear a hearing aid, it is essential that you test the various capabilities of your phone in many places and with your hearing aid to discover if you hear any noise interference. If you have concerns regarding your hearing aid, the manufacturer or a hearing health specialist may provide assistance. You may also contact your phone manufacturer for further hearing aid compatibility information. In addition, if your mobile phone is not compatible with your hearing aid equipment, please contact Sequoia Wireless at support@sequoiawireless.com.
Sequoia Wireless assures that 100% of our wireless phones comply with ANSI standards for hearing aid compatibility. Sequoia Wireless presently provides the following wireless phones that are compatible with hearing aids:
See the FCC Guide at fcc.gov/hearing-aid-compatibility-wireless-telephones or the wireless industry association’s consumer resource guide at accesswireless.org/resources-for-consumers/hearing-resources for further information on hearing aid compatibility with wireless phones. Visit the Global Accessibility Reporting Initiative’s website at gari.info to learn more about the accessibility features available on modern and older mobile devices. For more information on accessibility features offered by iPhone, refer to apple.com/accessibility.
Telecommunications Relay Service
Telecommunications Relay Service (TRS) is a communication service that allows people with hearing or speech impairments to utilize the telephone system through a Text Telephone (TTY) or other device to contact others with or without such impairments via a TRS center. You may get more information on the numerous kinds of relay services via the FCC’s TRS website at fcc.gov/consumers/guides/telecommunications-relay-service-trs. You may also get information on the service offered in California via ddtp.cpuc.ca.gov/relay.aspx. Below are the different forms of TRS include the following:
TRS is accessible for local and long-distance calls in all 50 states and territories of the United States. TRS providers are reimbursed for the expenses of delivering TRS by a state or federal fund, and TRS consumers incur no additional fees beyond ordinary calling rates. TRS may be contacted by calling 711 or by contacting your state relay provider, as mentioned in the FCC’s TRS Directory, which can be accessed at fcc.gov/general/telecommunications-relay-services-directory. TTY users should dial 911 immediately in case of an emergency.
Using Text Telephone with Sequoia Wireless Service
A Text Telephone (TTY) is a device that allows deaf, hard-of-hearing, or speech-impaired persons to use the telephone to communicate. Instead of speaking and listening, TTY allows individuals to write messages back and forth. Text-to-voice calls normally need a TTY on both ends, however, TRS can interpret conversations for text-to-voice calls.
The FCC requires digital wireless carriers to be capable of transmitting calls from a TTY connected wireless phone. While the FCC regulation applies only to calls made to 911, the ability to dial 911 enables users to make calls to anybody, wherever, so long as the recipient has a TTY or the call is translated through TRS. All our plans and iPhones are compatible with TTY.
IP-based calling services, such as Voice over LTE (VoLTE) and Wi-Fi Calling, do not support TTY calls, including those to 911. Customers with communications challenges who need to dial 911 while utilizing IP-based calling should utilize IP Relay, Video Relay, or IP Captioned Telephone Service. When supported, clients may also send a text message straight to 911. (text-to-911).
Using Real-Time Text with Sequoia Wireless Service
Real-time text (RTT) enables the delivery of text messages in real time as they are being created, making them more comparable to standard speech discussions. RTT permits audio communication in addition to text communication (simultaneous voice and text). In contrast to other texting systems, RTT is analogous to a phone conversation in that an RTT call must be initiated, the other person must answer the call for communication to begin, and both sides must hang up after the call is over. On a network that supports RTT, customers with RTT-enabled devices may be able to connect with persons also using RTT-enabled devices. Using RTT while connected to the wireless network will use your voice minutes, so it’s a good thing we provide unlimited minutes!
Using Other Telecommunications Relay Services with Sequoia Wireless Service
Sequoia Wireless’s data services may facilitate the usage of IP-based telecommunications relay services, such as Video Relay Service, IP Relay, and IP Captioned Telephone Service. These TRS services are superior to TTY for making aided calls, including 911 calls. Utilizing these services while connected to Sequoia Wireless’s wireless network will use your voice minutes, but no need to worry as your plan comes with unlimited minutes!
Customer Support
If you have concerns regarding how people with disabilities may utilize the wireless services of Sequoia Wireless, please contact us at support@sequoiawireless.com.
Service/Feature Name | Service/Feature Definition | LifeLine Service / Feature Rate and Charge | Service/Feature Restrictions |
---|---|---|---|
3-Way Calling | A feature that allows you to add another participant to an existing call. | $0.00 | Included |
Caller ID | A feature that alerts you to an incoming call and allows you to see the number from which the call is originating. | $0.00 | Included |
Call Waiting | A feature that alerts you to an incoming call while you’re on a call and allows you to switch between the two calls. | $0.00 | Included |
Call Forwarding | A feature whereby all calls to your mobile phone number redirect automatically to another number that you designate. | $0.00 | Included |
Voicemail | A feature that lets a caller leave a message or access other available options if a line is busy or not answered. | $0.00 | Included |
Toll Blocking | A feature to limit toll spending thresholds on plans that are not unlimited. | $0.00 | No charge. Note: once toll limits have been reached, only calls to 611 and 911 are permitted. |
International Long Distance (ILD) Blocking | A feature where outbound calls are blocked to international destinations. | $0.00 | No charge. Note: international long distance is blocked by default as international calling is not provided. |
900/976 Call Block | A feature where outbound calls are blocked to 900 and 976 numbers. | $0.00 | No charge |
Local Calls | Any call, text message or other connection made to a location in your local calling area. | $0.00 | Included |
Nationwide Domestic Long Distance | Any call, text message or other connection made to a location outside your local calling area. | $0.00 | Included |
211 – Information and referral service | Information and referral service. | $0.00 | No charge |
311 – Government Information | Non-emergency government service information. | $0.00 | No charge |
411 – Directory Services | 411 gives you access to telephone numbers and addresses of business, government, and residential listings. | $0.00 | No charge. Note: Customers can also call 1-800-FREE411 for directory services. |
511 – Transportation Information | Non-emergency government service information. | $0.00 | No charge |
611 – Customer and Repair Service | Customer service and repair information. | $0.00 | No charge |
711 – TRS Relay Access | FCC adopted use of the 711 dialing code for access to Telecommunications Relay Services (TRS). | $0.00 | No charge |
811 – Call Before You Dig (CBUD) Information | CBUD information to protect pipes. | $0.00 | No charge |
911 – Emergency Services | Emergency call number based on location information available. | $0.00 | No charge |
0 – Operator Services Live | Operator Services | $0.00 | No charge |
0 – Operator Services Automated | Automated Operator | $0.00 | No charge |
0 – Operator Services Person-to-Person | Person-to-Person Operator Assisted | $0.00 | No charge |
Deaf/Disabled Service | Second line available to deaf and disabled California LifeLine Subscribers. | Based on plans selected | No charge. Note: Available to qualified deaf or disabled California Lifeline Subscribers. |
Deposit for Service | A refundable charge due at service activation. | $0.00 | N/A |
Regular Activation Fee | A one-time fee to activate service or transfer from another service provider. | $39.00 | Note: This one-time fee will be charged to the customer’s account at activation; however, if the customer is approved for California LifeLine, the customer will receive a $39.00 discount. If found ineligible, Sequoia Wireless will waive the fee. |
Discounted Activation Fee | A one-time fee to activate service or transfer from another service provider after California LifeLine or Company waiver is applied. | $0.00 | Note: This one-time fee will be charged to the customer’s account at activation; however, if the customer is approved for California LifeLine, the customer will receive a $39.00 discount. If found ineligible, Sequoia Wireless will waive the fee. |
Early Termination Fee | A charge to end service. | $0.00 | No charge |
Cell Phone Fee | A charge to obtain a handset. | $0.00 | No charge. Consumer receives either a refurbished data-enabled phone or SIM card for own device. If consumer wants upgrade, there is upcharge, with fee based on model. |
Restocking Fee | A charge to return handset. | $0.00 | No charge |
411 – Directory Services | 411 gives you access to telephone numbers and addresses of business, government, and residential listings. | $0.00 | No charge. Note: Customers can also call 1-800-FREE411 for directory services. |
511 – Transportation Information | Non-emergency government service information. | $0.00 | No charge |
611 – Customer and Repair Service | Customer service and repair information. | $0.00 | No charge |
711 – TRS Relay Access | FCC adopted use of the 711 dialing code for access to Telecommunications Relay Services (TRS). | $0.00 | No charge |
811 – Call Before You Dig (CBUD) Information | CBUD information to protect pipes. | $0.00 | No charge |
911 – Emergency Services | Emergency call number based on location information available. | $0.00 | No charge |
0 – Operator Services Live | Operator Services | $0.00 | No charge |
0 – Operator Services Automated | Automated Operator | $0.00 | No charge |
0 – Operator Services Person-to-Person | Person-to-Person Operator Assisted | $0.00 | No charge |
Deaf/Disabled Service | Second line available to deaf and disabled California LifeLine Subscribers. | Based on plans selected | No charge. Note: Available to qualified deaf or disabled California Lifeline Subscribers. |
Deposit for Service | A refundable charge due at service activation. | $0.00 | N/A |
Regular Activation Fee | A one-time fee to activate service or transfer from another service provider. | $39.00 | Note: This one-time fee will be charged to the customer’s account at activation; however, if the customer is approved for California LifeLine, the customer will receive a $39.00 discount. If found ineligible, Sequoia Wireless will waive the fee. |
Discounted Activation Fee | A one-time fee to activate service or transfer from another service provider after California LifeLine or Company waiver is applied. | $0.00 | Note: This one-time fee will be charged to the customer’s account at activation; however, if the customer is approved for California LifeLine, the customer will receive a $39.00 discount. If found ineligible, Sequoia Wireless will waive the fee. |
Early Termination Fee | A charge to end service. | $0.00 | No charge |
Cell Phone Fee | A charge to obtain a handset. | $0.00 | No charge. Consumer receives either a refurbished data-enabled phone or SIM card for own device. If consumer wants upgrade, there is upcharge, with fee based on model. |
Restocking Fee | A charge to return handset. | $0.00 | No charge |
Plan Name | Plan Includes | Regular Plan Charge | LifeLine Plan Charge | Additional Charges | California LifeLine Eligible |
---|---|---|---|---|---|
California LifeLine Bundled Standard Plan | Free Unlimited Talk & Text + 6 GB Data | $30.00 | $0.00 | Add additional data: $5.00 denomination – 1 GB | Eligible |
1. No charge for feature, but standard airtime is deducted based on call duration.
2 No charge for feature, but standard airtime is deducted based on call duration.
3 The California LifeLine fund will pay for no more than two activation fees (whether with the Company or any other wireless service provider) per participant per year. If the customer has already received LifeLine service from two (2) LifeLine providers since December 24 of the prior year, then the consumer will be responsible for the $39 activation fee, for which Sequoia Wireless will provide a good will gesture and waive the fee.
4 The California LifeLine fund will pay for no more than two activation fees (whether with the Company or any other wireless service provider) per participant per year. If the customer has already received LifeLine service from two (2) LifeLine providers since December 24 of the prior year, then the consumer will be responsible for the $39 activation fee, for which Sequoia Wireless will provide a good will gesture and waive the fee.
5 At least FCC MSS (3G) Speed.
6 Reflects plan charge after California LifeLine subsidy and any additional company discounts or promotional company credits (indefinite promotional company credit applied).
Last Updated: November 22, 2024
Sequoia Wireless is committed to Consumer Protection by abiding by all applicable state and federal consumer protection, including CPUC General Order 168, which is the Consumer Bill of Rights Governing Telecommunications Services, and will comply with the CTIA-The Wireless Association’s Consumer Code for Wireless Service, as it is amended, and comply with directions to carriers regarding unlocking of phones.
Sequoia Wireless certifies our compliance with all applicable service quality standards and consumer protection rules, e.g., the Cellular Telecommunications and Internet Association’s Consumer Code for Wireless Service (“CTIA Consumer Code”). Sequoia Wireless commits to comply with each of the twelve sections of the CTIA Consumer Code to ensure that the Company offers its subscribers the highest level of consumer protection and quality service. The Company’s pledge to provide quality service and to comply with the CTIA Consumer Code confirms its commitment to satisfy all the consumer protection and service quality standards applicable to California LifeLine services. Sequoia Wireless has implemented policies so that it complies with each of the twelve points of the CTIA Consumer Code as followed:
1. Discloses rates and terms of service to consumers
We disclose all rates and terms of service on our website in accordance with each of the twelve parts outlined in the CTIA Consumer Code.
2. Make available maps showing where service is generally available
We include a feature on our website (sequoiawireless.com/coverage) that aligns with the provisions of this section. The functionality allows a consumer to enter a service address to see the coverage area provided with a legend included.
3. Provides contract terms to customers and confirm changes in service
Our no-contract service plans require customer confirmation in order to proceed with new service or change in existing service.
4. Provides a trial period for new service and discloses early termination fees
As we are not providing postpaid service plans, and in accordance with the limitations of subsidized government benefit plans, it would not be possible to offer a trial to a customer. A customer may cancel their service without an early termination fee or a usage charge at any time pursuant to program guidelines.
5. Provides specific disclosures in advertising
We provide disclosures in advertising in accordance with program requirements.
6. Separately identify carrier charges from taxes on billing statements
As we do not charge the customer for services, due to submitting for reimbursement through the applicable program, there is not a need to provide a billing statement to our customers.
7. Provides customers the right to terminate service for changes to contract terms
We will provide a 30-day notice of any proposed modification that could affect a customer’s service plan.
8. Provides ready access to customer service
Customers have several options to gain access to customer support. They can dial 611 on their device, dial our toll-free support telephone number, send a message via email, or communicate with our support staff via our website chat capabilities.
9. Promptly responds to consumer inquiries and complaints received from government agencies
We will respond to each consumer inquiry within 48 hours and to respond to written consumer complaints from any agency within 30 days.
10. Abides by policies for protection of customer privacy
We will abide by the privacy of the customer information in accordance with the California Consumer Privacy Act (“CCPA”) and will provide consumer rights on our website at sequoiawireless.com/privacy.
11. Provides consumers with free notifications for voice, data, messaging usage, and international roaming
We provide free notifications at certain thresholds related to their data allowance usage for the month. We provide unlimited voice and message as standard. At this time, we are not offering international roaming services.
12. Mobile wireless device unlocking
We never lock our devices (i.e., all of our devices are unlocked by default). We provide a notice of our devices always being unlocked within our disclosures.
Last Updated: November 22, 2024
Low-level radio frequency fields are created by wireless phones’ use of radio frequency signals for communication. Periodically, you could hear or read media reports about a fresh study showing a health danger linked to radio frequency from cellular phones – or showing no such risk. It can be challenging to interpret the most recent media article about a food, medication, or medical gadget that is said to have a negative, positive, or no impact on people’s health. And it appears that the following reports frequently contradict those stories.
We can gain insight from the strategy used by public health and regulatory officials who are skilled at interpreting the findings of scientific studies and evaluations to address a range of health issues. They don’t just focus on the most recent reports. All of the scientific findings are evaluated and weighed collectively, with a focus on the high-caliber ones that have been independently verified by further credible scientific reports.
The Federal Communications Commission (FCC) has extensive and ongoing power to control wireless telephone communication systems, including the power to safeguard users’ health and safety. The FCC discusses the connection between wireless technology and health on its website. A crucial question posed by the FCC: “Is there any evidence that cell phones cause cancer?”
FCC: Is there any evidence that cell phones cause cancer?
The FCC’s answer is “There is no scientific evidence that proves that wireless phone usage can lead to cancer or … other problems …”
The FCC has set limits on the levels of Radio Frequency (RF) fields that can be produced by wireless telephones to ensure they remain at safe levels. As the FCC points out on its website: “All wireless phones sold in the United States meet government requirements that limit their RF energy to safe levels.” Every wireless device provided through Sequoia Wireless compiles with FCC limits.
The FCC’s website also contains a detailed guide to Wireless Devices and Health Concerns that includes a discussion of more recent scientific developments and explains how the FCC set its exposure limits.
For those who remain concerned, the FCC also lists some simple steps people can take to reduce their exposure to radiofrequency fields from wireless telephones.
The FCC says: “Even though no scientific evidence currently establishes a definite link between wireless device use and cancer or other illnesses, and even though all cell phones must meet established federal standards for exposure to RF energy, some consumers are skeptical of the science and/or the analysis that underlies the FCC’s RF exposure guidelines. Accordingly, some parties recommend taking measures to further reduce exposure to RF energy. The FCC does not endorse the need for these practices but provides information on some simple steps that you can take to reduce your exposure to RF energy from cell phones. For example, wireless devices only emit RF energy when you are using them and, the closer the device is to you, the more energy you will absorb.”
FDA: Do Cell Phones Pose a Health Hazard?
The U.S. Food and Drug Administration (FDA) also has authority and expertise with respect to RF fields and health and has provided the FCC with its expert views. The FDA concludes in the article Do Cell Phones Pose a Health Hazard?: “The weight of scientific evidence has not linked cell phones with any health problems.”
Measures to reduce your RF exposure
Last Updated: November 22, 2024
We take the intellectual property rights of others seriously and require that our Customers and Employees do the same. In accordance with the Digital Millennium Copyright Act (DMCA), we’ve adopted the following policy toward copyright infringement. We reserve the right to: (1) block access to or remove material that we believe in good faith to be copyrighted material that has been illegally copied and distributed by any of our advertisers, affiliates, content providers, members or users and (2) remove and discontinue service to repeat offenders.
1. Procedure for Reporting Copyright Infringements. If you believe that material or content residing on or accessible through the Services infringes your copyright (or the copyright of someone whom you are authorized to act on behalf of), please send a notice of copyright infringement containing the following information to Sequoia Wireless admin staff at admin@sequoiawireless.com to Receive Notification of Claimed Infringement):
a. A physical or electronic signature of a person authorized to act on behalf of the owner of the copyright that has been allegedly infringed;
b. Identification of works or materials being infringed;
c. Identification of the material that is claimed to be infringing including information regarding the location of the infringing materials that the copyright owner seeks to have removed, with sufficient detail so that Sequoia Wireless is capable of finding and verifying its existence;
d. Contact information about the notifier including address, telephone number, and, if available, email address;
e. A statement that the notifier has a good faith belief that the material identified in (1)(c) is not authorized by the copyright owner, its agent, or the law; and
f. A statement made under penalty of perjury that the information provided is accurate and the notifying party is authorized to make the complaint on behalf of the copyright owner.
2. Once Proper Bona Fide Infringement Notification is Received by admin staff. Upon receipt of a proper notice of copyright infringement, we reserve the right to:
a. remove or disable access to the infringing material;
b. notify the content provider who is accused of infringement that we have removed or disabled access to the applicable material; and
c. terminate such content provider’s access to the Services if he or she is a repeat offender.
3. Procedure to Supply a Counter-Notice to admin staff. If the content provider believes that the material that was removed (or to which access was disabled) is not infringing, or the content provider believes that it has the right to post and use such material from the copyright owner, the copyright owner’s agent, or, pursuant to the law, the content provider may send us a counter-notice containing the following information to admin staff:
a. A physical or electronic signature of the content provider;
b. Identification of the material that has been removed or to which access has been disabled and the location at which the material appeared before it was removed or disabled;
c. A statement that the content provider has a good faith belief that the material was removed or disabled as a result of mistake or misidentification of the material; and
d. Content provider’s name, address, telephone number, and, if available, email address, and a statement that such person or entity consents to the jurisdiction of the Federal Court for the judicial district in which the content provider’s address is located, or, if the content provider’s address is located outside the United States, for any judicial district in which Sequoia Wireless is located, and that such person or entity will accept service of process from the person who provided notification of the alleged infringement.
If a counter-notice is received by admin staff, Sequoia Wireless may, in its discretion, send a copy of the counter-notice to the original complaining party informing that person that Sequoia Wireless may replace the removed material or cease disabling it in 10 business days. Unless the copyright owner files an action seeking a court order against the content provider accused of committing infringement, the removed material may be replaced or access to it restored in 10 to 14 business days or more after receipt of the counter-notice, at Sequoia Wireless’s discretion.
Last Updated: November 22, 2024
Administrative Actions:
In the event the governor of California or a president of the United States declares a state of emergency which has either resulted in the loss or disruption of the delivery or receipt of utility service and/or resulted in the degradation of the quality of utility service, Sequoia Wireless shall file a Tier 1 Advice Letter within 15 days of the Governor’s or President’s state of emergency proclamation reporting compliance with implementing this Decision’s mandated emergency disaster relief customer protections and outreach activities. This Advice Letter would include which of the required relief measures the provider has implemented, which of the required relief measures the provider will implement pending an FCC Lifeline waiver, which of the required relief measures do not apply because we either do not provide or does not charge for that service, and which relief measures, if any, we would offer in addition to the required measures.
We shall provide the following mandated protections to their customers who are in a disaster-affected area under a covered emergency declaration by the governor of California or president of the United States: (a) provide mobile phones for customers seeking shelter from a disaster to use temporarily at a county or city designated shelter; (b) consider allowing customers to defer or phase payment for coverage charges for data, talk, and text for defined periods of time; and (c) consider extending payment dates for service for defined periods of time for impacted customers; and to consider providing temporary replacement phones for customers whose phones were lost or damaged as a result of a disaster or evacuation.
Sequoia Wireless shall file a Tier 1 Advice Letter at the default, 12-month conclusion of customer protection period, or as reasonably determined by the Governor’s Office of Emergency Services, detailing the mandated protections offered to the customer affected by the disaster, the start and end periods customers received the emergency customer protections, the outreach efforts conducted, the customer impacts, and basic metrics – that can be measured or estimated– such as the number of consumers that received each of the available protections over the course of the year. All Tier 1 Advice Letters, in compliance with this Decision, shall be filed on the service list of this rulemaking to ensure that all interested parties have the opportunity, through timely and efficient means, to receive notice and review these filings.
Sequoia Wireless has established our emergency assistance protocols for subscribers in California. Please read the following to get acquainted with the support available to you in the event that a disaster (announced by the governor of California or the president of the United States) affects your service or displaces your family.
When the governor or the president of the United States declares a state of emergency in California because a catastrophe has disrupted utility service or reduced the quality of utility service, the following remedial measures will be implemented:
If the California LifeLine Administrator receives exemptions from the California Public Utilities Commission for its non-usage and eligibility renewal regulations for the California LifeLine Program, Sequoia Wireless will:
Assuming the position is consistent with the CPUC’s waivers, these protections will begin upon the declaration of a state of emergency in California and end no sooner than 12 months after the date of the declaration, or as determined by the California Office of Emergency Services.
Contact Sequoia Wireless Customer Support at support@sequoiawireless.com if you have any questions about this Plan.
Sequoia Wireless ha establecido protocolos de asistencia de emergencia para los suscriptores de California. Lea lo siguiente para conocer el soporte disponible en caso de que un desastre (anunciado por el gobernador de California o el presidente de los Estados Unidos) afecte su servicio o desplace a su familia.
Cuando el gobernador o el presidente de los Estados Unidos declara el estado de emergencia en California debido a que una catástrofe ha interrumpido el servicio público o reducido la calidad del mismo, se implementarán las siguientes medidas correctivas:
Si el Administrador de California LifeLine recibe exenciones de la Comisión de Servicios Públicos de California por sus regulaciones de no uso y renovación de elegibilidad para el Programa California LifeLine, Sequoia Wireless:
Suponiendo que la posición sea consistente con las exenciones de la CPUC, estas protecciones comenzarán tras la declaración de un estado de emergencia en California y finalizarán no antes de 12 meses después de la fecha de la declaración, o según lo determine la Oficina de Servicios de Emergencia de California.
Comuníquese con el servicio de atención al cliente de Sequoia Wireless a support@sequoiawireless.com si tiene alguna pregunta sobre este plan.
Sequoia Wireless 已為加州的用戶制定了緊急援助協議。請閱讀以下內容,了解在發生災難(由加州州長或美國總統宣布)影響您的服務或使您的家人流離失所時,您可以獲得的支持。
當美國州長或總統因災難擾亂公用事業服務或降低公用事業服務品質而宣布加州進入緊急狀態時,將實施以下補救措施:
如果加州生命線管理員獲得加州公用事業委員會對其加州生命線計劃的不使用和資格更新規定的豁免,紅杉無線將:
假設該立場與 CPUC 的豁免一致,這些保護措施將從加州宣布進入緊急狀態時開始,並在宣布之日後 12 個月內結束,或根據加州緊急服務辦公室的決定。
如果您對此計劃有任何疑問,請透過support@sequoiawireless.com聯絡 Sequoia Wireless 客戶支援。
Sequoia Wireless 已为加利福尼亚州的用户制定了紧急援助协议。请阅读以下内容,了解如果发生灾难(由加利福尼亚州州长或美国总统宣布)影响您的服务或导致您的家人流离失所,您可以获得哪些支持。
当州长或美国总统因灾难导致公用事业服务中断或降低公用事业服务质量而宣布加州进入紧急状态时,将实施以下补救措施:
如果加州生命线管理者获得加州公用事业委员会对加州生命线计划的非使用和资格续期规定的豁免,Sequoia Wireless 将:
假设该立场与 CPUC 的豁免一致,这些保护措施将在加州宣布进入紧急状态时开始,并在宣布之日起 12 个月后结束,或由加州紧急服务办公室决定。
如果您对此计划有任何疑问,请联系 Sequoia Wireless 客户支持: support@sequoiawireless.com
Itinatag ng Sequoia Wireless ang aming mga protocol ng tulong na pang-emergency para sa mga subscriber sa California. Mangyaring basahin ang sumusunod upang makilala ang suportang magagamit mo kung sakaling maapektuhan ng isang sakuna (ipinahayag ng gobernador ng California o ng presidente ng Estados Unidos) ang iyong serbisyo o maalis ang iyong pamilya.
Kapag ang gobernador o ang presidente ng Estados Unidos ay nagdeklara ng isang estado ng emerhensiya sa California dahil ang isang sakuna ay nakagambala sa serbisyo ng utility o nabawasan ang kalidad ng serbisyo ng utility, ang mga sumusunod na hakbang sa pag-aayos ay ipapatupad:
Kung ang California LifeLine Administrator ay nakatanggap ng mga exemption mula sa California Public Utilities Commission para sa hindi paggamit at mga regulasyon sa pag-renew ng pagiging karapat-dapat para sa California LifeLine Program, ang Sequoia Wireless ay:
Kung ipagpalagay na ang posisyon ay naaayon sa mga waiver ng CPUC, ang mga proteksyong ito ay magsisimula sa deklarasyon ng isang estado ng emerhensiya sa California at magtatapos nang hindi mas maaga kaysa sa 12 buwan pagkatapos ng petsa ng deklarasyon, o ayon sa tinutukoy ng Opisina ng Mga Serbisyong Pang-emergency ng California.
Makipag-ugnayan sa Suporta sa Customer ng Sequoia Wireless sa support@sequoiawireless.com kung mayroon kang anumang mga tanong tungkol sa Planong ito.
Sequoia Wireless đã thiết lập các giao thức hỗ trợ khẩn cấp cho những người đăng ký tại California. Vui lòng đọc thông tin sau để làm quen với các hỗ trợ có sẵn cho bạn trong trường hợp thảm họa (do thống đốc California hoặc tổng thống Hoa Kỳ công bố) ảnh hưởng đến dịch vụ của bạn hoặc khiến gia đình bạn phải di dời.
Khi thống đốc hoặc tổng thống Hoa Kỳ tuyên bố tình trạng khẩn cấp tại California vì thảm họa làm gián đoạn dịch vụ tiện ích hoặc làm giảm chất lượng dịch vụ tiện ích, các biện pháp khắc phục sau đây sẽ được thực hiện:
Nếu Quản trị viên California LifeLine nhận được miễn trừ từ Ủy ban Tiện ích Công cộng California đối với các quy định về việc không sử dụng và gia hạn đủ điều kiện cho Chương trình California LifeLine, Sequoia Wireless sẽ:
Giả sử vị trí này phù hợp với các miễn trừ của CPUC, các biện pháp bảo vệ này sẽ bắt đầu khi tình trạng khẩn cấp được ban bố tại California và kết thúc không sớm hơn 12 tháng sau ngày ban bố hoặc theo quyết định của Văn phòng Dịch vụ Khẩn cấp California.
Liên hệ với bộ phận Hỗ trợ khách hàng của Sequoia Wireless theo địa chỉ support@sequoiawireless.com nếu bạn có bất kỳ câu hỏi nào về Gói dịch vụ này.
Sequoia Wireless는 캘리포니아 가입자를 위한 비상 지원 프로토콜을 수립했습니다. 재해(캘리포니아 주지사 또는 미국 대통령이 발표)로 인해 서비스에 영향을 미치거나 가족이 이주하는 경우 이용할 수 있는 지원에 대해 알아보려면 다음을 읽어보세요.
미국 주지사 또는 대통령이 재난으로 인해 공공 서비스가 중단되거나 공공 서비스의 품질이 저하되어 캘리포니아에서 비상사태를 선포하는 경우 다음과 같은 시정 조치가 시행됩니다.
캘리포니아 라이프라인 관리자가 캘리포니아 공공사업위원회로부터 캘리포니아 라이프라인 프로그램에 대한 비사용 및 자격 갱신 규정에 대한 면제를 받으면 Sequoia Wireless는 다음을 수행합니다.
해당 입장이 CPUC의 포기 조항과 일치한다고 가정하면 이러한 보호 조치는 캘리포니아에서 비상 사태가 선포된 날로부터 시작하여 선포일로부터 12개월 이내에 종료되거나 캘리포니아 비상 서비스 사무소에서 결정하는 날에 종료됩니다.
이 요금제에 대해 궁금한 사항이 있으면 support@sequoiawireless.com 으로 Sequoia Wireless 고객 지원팀에 문의하세요 .
Sequoia Wireless разработала протоколы экстренной помощи для абонентов в Калифорнии. Пожалуйста, прочтите следующее, чтобы ознакомиться с поддержкой, доступной вам в случае, если катастрофа (объявленная губернатором Калифорнии или президентом США) повлияет на вашу службу или вытеснит вашу семью.
Если губернатор или президент Соединенных Штатов объявляет чрезвычайное положение в Калифорнии из-за того, что катастрофа нарушила работу коммунальных служб или снизила качество коммунальных услуг, будут реализованы следующие меры по исправлению положения:
Если администратор программы LifeLine в Калифорнии получит освобождение от Комиссии по коммунальным услугам Калифорнии в отношении правил неиспользования и продления права на участие в программе LifeLine в Калифорнии, компания Sequoia Wireless:
Если предположить, что позиция соответствует отказам CPUC, эти меры защиты вступят в силу с момента объявления чрезвычайного положения в Калифорнии и прекратятся не ранее, чем через 12 месяцев с даты объявления или в соответствии с определением Управления по чрезвычайным ситуациям Калифорнии.
Если у вас возникли вопросы по этому плану, обратитесь в службу поддержки клиентов Sequoia Wireless по адресу support@sequoiawireless.com
Last Updated: November 22, 2024
Sequoia Wireless respects the consumer rights and freedom of choice provisions set forth by the California Public Utilities Commission (CPUC) as followed:
Consumers have the right to select the Wireless Service and Service Provider of their choice. Within California, there are 16 authorized California LifeLine Wireless Service providers currently active in the state. While consumers can choose from any of these California LifeLine Service Providers, the number of providers offering LifeLine service will depend on the service area.
Consumers have the right to change voice service providers within the same local area and keep the same phone number in accordance with the rules set forth by FCC regulations regarding Local Number Portability. We understand the wireless space has many differences, and while we commit to providing excellent service, we understand there may be situations when another Wireless Service Provider would offer a wireless plan that better suits your needs or coverage area. In these situations, we commit to the rules set forth by FCC regulations regarding “Local Number Portability” and permit a customer to keep the same phone number by porting over to their new Wireless Service Provider. We do not charge for providing this service.
Consumers have a right to receive clear and complete information about all material terms and conditions, such as material limitations.
Last Updated: November 22, 2024
Sequoia Wireless, LLC (“Sequoia Wireless,” the “Company,” “we,” “us,” or “our”) herein provides the method for responding to requests from law enforcement or government agencies, as well as its Emergency Disclosure Form, are outlined below. The protocol describes the requirements for Sequoia Wireless to disclose customer information and the information that Sequoia Wireless may offer. Please note that some requests may incur appropriate fees, which will be billed upon delivery and must be paid within 30 days of the invoice date. In order for Sequoia Wireless to reveal client information without a subpoena, search warrant, or court order, the Emergency Disclosure Form must be completed.
Sequoia Wireless is an authorized California LifeLine Wireless Service Provider offering fully subsidized plans to eligible households. We have entered into a Wireless Reseller Agreement with a Mobile Virtual Network Enabler and Operator to purchase wireless telecommunications services from one of the big three nationwide wireless carriers. This allows access to their wireless network as a Mobile Virtual Network Operator.
Sequoia Wireless aids law enforcement agencies in their investigations while protecting subscriber privacy in accordance with relevant laws and standards. Sequoia Wireless must comply with the Electronic Communications Privacy Act (18 U.S.C. §§ 2510-2522, 2701-2712, 3121-3127), Communications Assistance for Law Enforcement Act (47 U.S.C. §§ 1001-1010), and the Telecommunications Act of 1996 (specifically, 47 U.S.C. § 222 pertaining to customer proprietary network information). Additionally, Sequoia Wireless complies with all current state and federal regulations.
The major objective of Sequoia Wireless is to deliver quick and accurate replies to all requests from law enforcement and other agencies. Sequoia Wireless’s compliance with legal requirements is the responsibility of our management team. Sequoia Wireless’s objective is to respond to each request within five (5) business days, unless otherwise required by the request.
The Law Enforcement Request Procedure is offered only for informational purposes only. Sequoia Wireless explicitly retains the right to add, modify, or remove any material in this procedure without prior notice. In addition, Sequoia Wireless maintains the right to reply or oppose to legal demands, or to seek clarification, and to handle legal requests for subscriber information as it sees fit. For additional questions, please contact our management team at admin@sequoiawireless.com.
Send Completed Emergency Disclosure Form to admin@sequoiawireless.com.with a subject line “Urgent – Completed Emergency Disclosure Form”.
Emergency Requests Information should be directed at our email address at admin@sequoiawireless.com. with a subject line “Urgent – Emergency Requests Information”.
All Subpoenas, Search Warrants, and Court Orders must be properly served to our Registered Agent for service at: Registered Agents Inc, California Registered Agent Inc, 1401 21st Street Suite R, Sacramento, CA 95811. The legal name to be used to identify our company is “Sequoia Wireless”. Additionally, an email to admin@sequoiawireless.com. with a subject line of “Urgent – Submitted Subpoena, Search Warrant, Court Order” is required with a scanned copy of the submission to the registered agent.
For identification based on a telephone number: Sequoia Wireless can only give account information on telephone numbers for whom we now or have previously provided service.
For identification based upon an Internet Protocol (IP) Address: Sequoia Wireless in not able to search using an IP address.
For identification based on an email address: Sequoia Wireless does use email addresses as a source of communication with our subscribers but does not provide email addresses to subscribers.
For identification based upon a person’s name: Sequoia Wireless does store information on the legal name of each subscriber that has been authenticated by a third-party to be enrolled in a government program (i.e., Affordable Connectivity Program). Sequoia Wireless will only reply to a request for identification based on the name precisely as it is printed on the request. If initials or nicknames are used, the requester must include a request for those versions of the name in the legal request.
For identification based on a street address: Sequoia Wireless requires a street address to be used for a subscriber’s service address. In the request, please include the home or apartment number, the street name, the city, state, and the zip code of the area you have selected. Over a period of time, it is likely that Sequoia Wireless has offered service to many clients at the same location. Therefore, it is vital to confine a search for consumer identification to a specified period of time.
Subscriber Identification: Sequoia Wireless shall retain subscriber account information for a duration of at minimum thirty-six (36) months or as altered by state and federal rules.
Call Detail Records: Sequoia Wireless maintains historical call detail records for our Voice Telephony Service for at minimum eighteen (18) months or as altered by state and federal rules. Older records may be available but may require additional time and resources to research and retrieve if available.
Law Enforcement Agency is able to obtain Subscriber Identification including the following:
1. Subscriber’s Legal Name
2. Subscriber’s Service Address (Address used for the place of service)
3. Length of Service including Start Date and if applicable End Date
4. Subscriber’s Telephone Number (if applicable) or other subscriber number or identity
5. Call Detail Records (records of local and long distance calling connections)
Pursuant to 18 U.S.C. § 2702(B)(8) and § 2702(c)(4), Sequoia Wireless will divulge subscriber information only if Sequoia Wireless, in good faith, believes that an emergency involving danger of death or serious physical injury may occur if the information is not provided quickly. These requests must go through an email to admin@sequoiawireless.com. with a scanned copy of the filled out Emergency Disclosure Form with a subject line “Urgent – Completed Emergency Disclosure Form”.
Law enforcement agencies are able to receive information related to a Subscriber including the following items, without notice to the subscriber:
1. Subscriber’s Legal Name
2. Length of Service including Start Date and if applicable End Date
3. Subscriber’s Telephone Number (if applicable) or other subscriber number or identity
4. Call Detail Records (records of local and long distance calling connections)
Pursuant to 18 U.S.C. § 2703(f) and § 2704, a framework is established for law enforcement agencies to request Sequoia Wireless to preserve subscriber data currently in its possession and not on an ongoing, constant basis, until a suitable legal order is obtained. No information can be given unless Sequoia Wireless obtains a legitimate legal request. The information will be stored for at least ninety (90) days upon which, if no legitimate legal request is received, or no allowed ninety (90) day extension is sought, the information may be permanently erased. If an extension is sought, the information will be maintained for an additional ninety (90) days following which, if no legitimate legal request is made, the information may be permanently erased.
Other
Wiretaps, Interception of Communications, Pen Register/Trap, Trace Device and Internet Protocol (IP) information requests are not available through Sequoia Wireless and must be submitted to our underlying carrier. For information, please contact our management team at admin@sequoiawireless.com.
• Subscriber Information: $50.00 per number
• Call Detail Records less than thirty (30) days: $10.00 per number
• Call Detail Records greater than or equal to thirty (30) days: $15.00 per number
• Legal Document Responses: $1.00 per screen print
• Flash drive with requested Recorded: $20.00 processing fee
• Regular Mailing Fee: $25.00
• Expediated Mailing Fee: $50.00
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Last Updated: November 22, 2024
Sequoia Wireless, LLC is registered in California as a limited liability company, doing business as Sequoia Wireless. We are licensed in California as a wireless service provider, registered with the federal government as a broadband provider, bonded with the California Public Utility Commission, insured with a $2 million aggregate commercial general liability insurance, and authorized California LifeLine Wireless Service Provider.
We entered into a wireless reseller agreement with a Mobile Virtual Network Enabler and Operator to purchase wireless telecommunications services from one of the big three nationwide wireless carriers and entered into a software license agreement with Telgoo5 to provide an end-to-end telecom platform. We also hold a California seller’s permit, Palm Springs business license, and Palm Springs soliciting/canvassing permit.
Broadband Provider pursuant to 47 C.F.R. § 54.1800(d) means a provider of broadband Internet access service.
California LifeLine Service Provider defined in General Order 153(2.13) or “LifeLine Service Provider” or “California LifeLine prepaid wireless service Provider” – A telecommunications carrier (Carrier or a Non-Traditional Provider that offers California LifeLine Service as defined by General Order 153.
Cellular Retail Reseller pursuant to CPUC Telecommunications Utility Types is a provider of wireless telephone service that does not own transmission facilities but obtains communications services from another wireless carrier for resale to the public for profit.
Commercial Mobile Radio Service Provider pursuant to 47 C.F.R. § 20 means a service provider that provides Commercial Mobile Radio Service as defined in 47 C.F.R. § 20.3 as a mobile service that is (1) provided for profit, i.e., with the intent of receiving compensation or monetary gain; (2) An interconnected service; and (3) Available to the public, or to such classes of eligible users as to be effectively available to a substantial portion of the public.
Common Carrier pursuant to 47 U.S.C. § 153(11) also referred as “carrier” means any person engaged as a common carrier for hire, in interstate or foreign communication by wire or radio or interstate.
Commercial Mobile Service Provider (“CMS Provider”) pursuant to 47 C.F.R. § 10.10(d) is an FCC licensee providing commercial mobile service as defined in 47 U.S.C. § 332(d)(1) as any mobile service as defined in 47 U.S.C. § 153(33) that is provided for profit and makes interconnected service available to the public or to such classes of eligible users as to be effectively available to a substantial portion of the public, as specified by FCC.
Communications Service Provider (CSP) is an umbrella term for a company that offers communications and information-related services.
Electronic Communication Service Provider (ECSP) pursuant to 50 U.S.C. § 1881(b)(4) means a telecommunications carrier, as defined in 47 U.S.C. § 153(51) means any provider of telecommunications services, except that such term does not include aggregators of telecommunications services (as defined in section 226 of this title). A telecommunications carrier shall be treated as a common carrier under this chapter only to the extent that it is engaged in providing telecommunications services.
Home Service Provider pursuant to PUC § 247.1(c)(3) means the reseller with which the customer contracts for the provision of mobile telecommunications services.
Internet Service Provider (ISP) pursuant to CIV § 3100(k) means a business that provides Broadband Internet Access Service to an individual, corporation, government, or other customer in California.
Interstate Telecommunications Carrier pursuant to 47 C.F.R. § 54.5 “Intrastate telecommunication” is a communication or transmission from within any State, Territory, or possession of the United States, or the District of Columbia to a location within that same State, Territory, or possession of the United States, or the District of Columbia.
Mobile Internet Service Provider pursuant to CIV § 3100(p) means a business that provides mobile broadband Internet access service to an individual, corporation, government, or other customer in California.
Mobile Telephony Service Provider cited under PUC § 2892.3(a) and pursuant to PUC § 224.4(d) means a provider of “Mobile telephony service” means commercially available interconnected mobile phone services that provide access to the public switched telephone network (PSTN) via mobile communication devices employing radiowave technology to transmit calls, including cellular radiotelephone, broadband Personal Communications Services (PCS), and digital Specialized Mobile Radio (SMR). “Mobile telephony services” does not include mobile satellite telephone services or mobile data services used exclusively for the delivery of nonvoice information to a mobile device.
Mobile Virtual Network Operator (“MVNO”) means an operator that purchases mobile wireless services wholesale from facilities- based providers and resell them to consumers.
Non-Traditional Providers defined in General Order 153(2.37) are California LifeLine Service Providers which are wireless Carriers (“Wireless LifeLine Provider”) or fixed-Voice over Internet Protocol Service Providers that do not hold a Certificate of Public Convenience and Necessity (“Fixed VoIP LifeLine Provider”) that voluntarily elect to offer California LifeLine as set forth in General Order 153.
Prepaid Wireless Telecommunications Service Provider means a provider offering commercial mobile radio service that allows a caller to dial 9-1-1 to access the 9-1-1 system and is paid for in advance and sold in predetermined units or dollars of which the number declines with use in a known amount.
Public Utility Telephone Corporation defined by PUC § 216(a)(1) “Public Utility” includes every common carrier, toll bridge corporation, pipeline corporation, gas corporation, electrical corporation, telephone corporation, telegraph corporation, water corporation, sewer system corporation, and heat corporation, where the service is performed for, or the commodity is delivered to, the public or any portion thereof and PUC § 234(a) “Telephone corporation” includes every corporation or person owning, controlling, operating, or managing any telephone line for compensation within this state.
Registered Telephone Corporation pursuant to PUC § 1013(b) shall maintain an active registration with the commission at all times and comply with commission rules and regulations established for registered telephone corporations.
Resale-based international common carrier pursuant to 47 C.F.R. § 63.23.
Reseller pursuant to PUC § 247.1(c)(7)(a) means a provider who purchases telecommunications services from another telecommunications service provider and then resells the services, or uses the services as a component part of, or integrates the purchased services into a mobile telecommunications service.
Service Provider pursuant to 47 C.F.R. § 51.5 means a service provider that is a provider of telecommunications services or a provider of information services.
Telecommunication Service Supplier pursuant to RTC § 41030(h)(1) provide access lines to service users in California.
Telecommunications Carrier pursuant to 47 U.S.C. § 153(51) means any provider of telecommunications services, except that such term does not include aggregators of telecommunications services (as defined in section 226 of this title). A telecommunications carrier shall be treated as a common carrier under this chapter only to the extent that it is engaged in providing telecommunications services.
Telecommunications Service Provider (“TSP”) pursuant to PUC § 247.1(c)(7)(a) means a provider who purchases telecommunications services from another telecommunications service provider and then resells the services, or uses the services as a component part of, or integrates the purchased services into a mobile telecommunications service.
U.S. International Common Carrier pursuant to 47 C.F.R. § 63.17(a) unless otherwise prohibited by the terms of its Section 214 certificate, means a U.S. common carrier authorized under this part to provide international private line service, whether as a reseller or facilities-based carrier, may interconnect its authorized private lines to the public switched network on behalf of an end user customer for the end user customer’s own use.
Wireless Carrier pursuant to D.13-05-035 are considered Telephone Corporations.
Wireless LifeLine Provider defined in General Order 153(2.37) are California LifeLine Service Providers which are wireless Carriers that do not hold a Certificate of Public Convenience and Necessity (“Fixed VoIP LifeLine Provider”) that voluntarily elect to offer California LifeLine as set forth in General Order 153.
Wireless Reseller designated as a Wireless Service Provider to Offer Prepaid Wireless Telephone Services Supported by the Affordable Connectivity Program.
Wireless Service Provider offers wireless services through prepaid and is engaged in the sale and distribution of prepaid wireless service and wireless phones throughout California.
Wireless Telecommunications Service Provider pursuant to 18 CCR § 1585(a)(2) is a utility regulated by the CPUC which offers or provides wireless communication.
Last Updated: November 22, 2024
The FCC released the Restoring Internet Freedom Order, commonly referred to as Net Neutrality rules, which mandated that broadband service providers disclose information about any practices that involve blocking, throttling, and affiliated or paid prioritization.
Last Updated: November 22, 2024
Sequoia Wireless is committed to an open and free Internet. Similarly, we are dedicated to providing an exceptional user experience. To shine in this, we may engage in reasonable network management measures on our broadband Internet access services and devices (the “Services”). Described here are our network management procedures. Our explanation of these network management policies, as well as those of our underlying carrier, T-Mobile (the “Underlying Carrier”), is provided for informative purposes only and is subject to change. Please return often for updates.
Congestion Management
Sequoia Wireless is a reseller of our Underlying Carrier’s mobile broadband Internet access network. This implies that once your data leaves a Sequoia Wireless device (i.e., a device with an activated eSIM or SIM Card), it passes via the network of our Underlying Carrier before reaching the public Internet. As a reseller, we do not control network congestion on the network of the Underlying Carrier. Your data may be subject to the network management and open Internet practices of our Underlying Carrier, which are accessible here and may be updated at any time.
Administration of Service
While we do not control the transmission of your data through the network of our Underlying Carrier, we may manage other aspects of a user’s interaction with our Services. We do not prohibit or limit the usage of any lawful material, apps, or services that you choose to access through a Sequoia Wireless device without your authorization, provided that your use of our Services does not violate our Terms and Conditions.
Device Connection
Subscribers of Sequoia Wireless may access the Internet via our services by using any Internet-enabled device of their choosing (including bringing their own device), provided that the device is compatible with our network, approved by our Underlying Carrier (if required), does not violate our Terms and Conditions, and does not cause harm to our network, other users, or Services.
Privacy and Security
Your privacy and safety are of the utmost importance to us. We use physical, technological, and administrative precautions to secure your personal information when you use our Services to access the Internet. In addition, we take reasonable measures to prevent unauthorized use, access, or disclosure of your personal information. View our Privacy Policy for further details on our privacy and security policies.
Characteristics of Performance
Sequoia Wireless provides mobile broadband Internet access via 4G LTE and 5G of its Underlying Carrier. These networks are meant to be compatible with real-time applications, such as audio and video. However, the actual user experience may differ based on technological, geographical, environmental, and other variables.
Speed
The word “speed” is widely used as a synonym for the data transmission rate of a specific broadband Internet access service. Typically, this rate (or speed) is measured in kilobits or megabits sent per second (Kbps or Mbps). Some applications, such as email or simple web surfing, do not need a high data transfer rate, but others, such as streaming high-definition video or transferring huge data files, are enhanced by faster data transfer rates. Here are the predicted average speeds for On-Device of our Underlying Carrier’s networks, expressed in megabits per second (“Mbps”), at which data packets are successfully sent through a communications network:
5G Network
Download Speeds: Typically between 80 – 382 Mbps
Upload Speeds: Typically between 7 – 32 Mbps
4G LTE Network
Download Speed: Typically between 19 – 76 Mbps
Upload Speed: Typically between 4 – 20 Mbps
Latency
Latency, as used here, refers to the round-trip time required for a data packet to move from one place on the Internet to another. The predicted and actual round-trip latency of our Underlying Carrier’s networks, given in milliseconds (“ms”), are as follows:
5G Network
Latency: Typically between 19 – 37 ms
4G LTE Network
Latency: Typically between 24 – 40 ms
It’s important to remember that our Underlying Carrier may at any moment revise their speed and latency predictions. Sequoia Wireless may advertise speeds and latency up to the maximum rates anticipated to be attained by the device across the networks of our Underlying Carrier. Several variables, including capacity restrictions, network availability, ambient conditions, your device, whether you are tethered to a separate device, and our Underlying Carrier’s network management policies, may affect the actual speed and latency you experience at any given moment.
Data Usage Policy
Sequoia Wireless allocates high-speed data to customers based on their selected service plan. Each plan includes a specific high-speed data allowance within a 30-day billing cycle. Once a subscriber exhausts their high-speed data allowance for the billing cycle, data speeds may be reduced (e.g., to 64 kbps) for the remainder of the cycle or require the purchase of additional high-speed data through a “Top-Up.” Subscribers can purchase a Top-Up at a rate of $5 per GB, with the provisioned high-speed data available for immediate use. Pricing and availability of Top-Up options are subject to change. This policy also applies to tethered data usage. Additionally, data speeds may be reduced by the underlying carrier during periods of network congestion, a factor outside of Sequoia Wireless’s control. Subscribers are responsible for monitoring their data usage through the Sequoia Wireless online portal or mobile app to avoid unexpected reductions in speed or additional charges.
Video Optimization
Our Underlying Carrier’s network uses streaming video optimization technology. Streaming video optimization improves overall data usage management of the network, resulting in greater network speeds and throughput for other customers using data because less network payload is dedicated to video. Optimization helps customers stretch their high-speed data while streaming video. For video that is not self-optimized by the video provider, T-Mobile adjusts the delivery rate for streaming video, which causes the video to be delivered in lower resolutions and to use less data.
Video optimization occurs only for data streams that are identified by our packet-core network as video. Some videos, like those consumed via VPN or while tethering, may be difficult to identify as video and therefore cannot be optimized. The streaming video optimization process applies to all content identified as video regardless of the content itself or the website that provides it. While many changes to streaming video files are likely to be indiscernible, the optimization process may impact the appearance of the streaming video as displayed on a user’s device.
Traffic Information
As authorized by law, we may monitor traffic for our own internal reasons, including but not limited to invoicing, internal analytics, and first-party marketing. We do not use deep-packet inspection to monitor traffic information. We do not share traffic data with unaffiliated third parties for reasons other than network administration without your authorization.
Commercial Terms
Sequoia Wireless provides users with a variety of competitive prepaid broadband Internet access service options and top-ups. Refer to our terms and conditions to learn more on our service plans, activation processes, data consumption, and dispute resolution.
Redress
For general customer inquiries and complaints, please contact us at admin@sequoiawireless.com.
Last Updated: November 22, 2024
This Privacy Policy (“Privacy Policy”) describes how Sequoia Wireless, LLC (“Sequoia Wireless,” the “Company,” “we,” “us,” or “our”) collects, uses, and discloses information from or about you. It also describes how Sequoia Wireless may use and disclose such information and how you may restrict certain uses and disclosures.
This Privacy Policy applies to our customers and visitors to our websites at sequoiawireless.com, our telecommunications and internet services, devices, Company branded apps, and your online account (collectively, “Services”). This Privacy Policy only applies to our Services, not to the services of other businesses or organizations we may connect with, even if they promote our products or use a Company logo.
Please study the terms of our Privacy Policy since they apply to you when you use our Services. Sequoia Wireless may amend this Privacy Policy at any moment, so check back often for changes. You accept the practices outlined in this Privacy Policy by visiting our websites or using our services.
1. What Information Do We Collect About You
Our purpose in gathering personal information is to offer you a seamless, efficient, and personalized experience. This allows us to provide features that are most likely to meet your needs and to customize our Services to make your experience easier and more pleasant. Information may be provided by you directly, information may be automatically collected about you, or information may be collected about you from other sources. Depending on how you interact with us or our Services, we may collect Information from or about you, including, for example:
Account Profile Information, such as your username, password, and profile picture.
Aggregate Data, such as information that cannot be used to identify you, such as aggregate or anonymous data. We collect usage data such as the number and frequency of visits to our websites. This information may include the URL you just left, the URL you will visit next, the browser you are using, and your IP address. We only utilize such information in the aggregate. This aggregate data assists us in determining how much our customers use various portions of our websites, as well as doing internal research on our customers’ demographics, interests, and behavior to better understand and serve you. Third parties that support our services may also collect and/or utilize this sort of aggregated, non-personally identifiable information. Furthermore, we aggregate data and may distribute such information to advertisers and other third parties in a non-personally identifiable way for marketing and promotional reasons.
Billing and Payment Information, such as credit card, debit card, or checking account information, purchase and order history, and billing information related to your use of our voice, text, and data services.
Correspondence Information, including information you may provide to us when you communicate with us through our website, via email, over the phone, or through postal mail, such as questions, concerns, issues, or your intended or actual use of our Services, as well as records, including recordings, of your communications with us.
Customer Proprietary Network Information, including information related to your use of the Company’s voice and text services, such as the quantity of use, technical configuration, the types of Services you have, device location, and destination of communications (collectively, “Call Detail Records”) and related billing information.
Device and Computer Information, including your internet protocol (“IP”) address, browser type, operating system, software version, device type, model, or identifier, signal strength, power (on/off) status, and information about devices you tether to your device.
Eligibility Information, such as documentation of participation in an eligible government low-income or financial assistance program, documentation demonstrating proof of income, or your Social Security number, each of which will only be used to determine program eligibility.
General Information, such as demographic information, media consumption, previous purchases, shopping habits, loyalty program information, lifestyle preferences and interests, and social media activity.
Government-Issued Identification Information, such as your Social Security number or government-issued identification information.
Identity and Contact Information, such as your name, date of birth, mailing address, billing address, email addresses, preferred language, and telephone numbers.
Information from Affiliates, Partners, and Service Providers, such as business partners, retailers where you purchased the Company’s Services or devices, analytics vendors, advertising networks, and search information providers, including the information you provide those entities or that they automatically collect.
Information from Trusted Third Parties, including information from commercially available sources, such as social media platforms, public databases, or data aggregators, which may include your demographic information, media consumption, previous purchases, shopping habits, loyalty program information, lifestyle preferences, and interests, social media activity, or information to validate or update the information we collect from or about you.
Information Stored on Devices, including any content stored on your Device when you relinquish, exchange, return, or recycle your Device or provide it to us, our contractors, or our vendors for maintenance. You should remove or otherwise safeguard any Personal Information on your Device that you do not want to be accessed before giving your Device to us, our contractors, or our vendors. We are not responsible for any information on your Device.
Location Information, such as the approximate location of your device when it is connected to or using Global Positioning Satellites (“GPS”), the wireless network of our underlying carrier, or other location technology.
Marketing and Communications Information, such as your preferences in receiving marketing, promotions, and sales offers from us and our marketing partners.
Online Activity Information, such as information about your activity while using the Services, including websites you visit and activity on those sites, use of Sequoia Wireless branded preinstalled applications, apps you purchase, download, and use, and your interaction with our communications and advertisements.
Personally Identifiable Information, including users being asked to give information such as their name, address, phone number, birth date, credit card information, full or partial Social Security number, and email address (collectively, “PII”). Our customers’ PII acquired during the registration process is utilized to administer each customer’s account. We also seek this information to deliver Services that are more closely aligned with your tastes. Furthermore, we may use such PII to better our marketing and promotional activities, evaluate website use, improve our content and product offerings, and adapt the content, style, and services of our website.
Usage Information, such as non-CPNI information about your use of the Services, including the date and time of your use, frequency of use, and the amount of data you use, and your activity on your device. When you use our Services, we automatically gather some sorts of information. We may collect information about your device, such as the device kind, operating system version, signal strength if it is turned on and how it is running, and device identifiers. We may also collect information about your device and the services you access via it, including your call and data use and history, geolocation, the websites you visit, the apps you buy, download, or use, and information on devices you tether to your device. We may associate information that we automatically acquire from you with PII, including information that you supply to us and information that we get from other sources. We may employ software to track your usage of our Services and other apps, including cookies, web beacons, and other techniques, as well as network and device data analysis. We may collect information such as WiFi use and performance statistics, as well as data about your use of our website, apps, and other services. We may be required by federal law to obtain approval for the use of customer proprietary network information relating to the quantity, technical configuration, type, destination, location, and amount of use of our service that is made available to us solely by virtue of the carrier-customer relationship, using the methods described herein.
Voluntary Surveys, such as surveys we may offer to our clients and/or website visitors. We urge you to take part in these optional surveys as they provide us with valuable information that allows us to enhance the services we provide and how we give them to you. Even if the survey is done by a third party, your personal information and replies will be kept private. We mix (or aggregate) the information we collect from people responding to our surveys with the replies of other survey participants to produce larger, general responses to the survey questions (such as gender, age, residence, hobbies, education, employment, industry sector, or other demographic information). The aggregated information is then used to enhance the quality of our services to you and to create new services and products. This non-personally identifiable aggregated information may be shared with third-party affiliates
2. Sources of Personal Information We Collect About You
We may obtain Personal Information about you from a variety of sources. We may combine the various types of Personal Information we receive from or about you, including information you provide to us, information we automatically collect, and information from other sources, and use or share it as described in this Privacy Policy including, for example:
Information from You, such Identity and Contact Information, Eligibility Information, Billing and Payment Information, Correspondence Information, and Information Stored on Devices when you: apply for or subscribe to our Services; create an online account with us; purchase Services from us; communicate with us, including through our websites, subscribe to our mailing list or otherwise agree to receive marketing communications from us; participate in our promotions; or complete our surveys or rate our Services.
Information from your use of our Services, such as when you use or interact with our Services, we may automatically collect Personal Information, such as CPNI, Usage Information, Online Activity Information, Location Information, and Device and Computer Information, using our network management technology and third-party analytics and advertising tools, which may use cookies, web beacons, pixel tags, log files, local shared objects (Flash cookies), HTML5 cookies, or other technologies to automatically or passively collect information about your use of and interaction with the Services.
Information from Other Sources, that we may collect from any category of Personal Information from affiliates, business partners, and third parties including social media platforms, data aggregators, public databases, and other commercially available sources.
3. How We Use Your Personal Information
Except as otherwise prohibited by law or regulation, and subject to your instructions to us. We may use your Personal Information as otherwise described to you at the time of collection, with your consent. Sequoia Wireless may use your Personal Information for the business purposes and commercial marketing purposes described below.
Business Purposes: We may use your Personal Information for the following business purposes:
Administration: To conduct analysis to understand the usage and operations of our Services, to develop new products or services, to improve our business, content, products, and Services, to determine compensation for our employees and agents, for training or quality assurance, and to process your program application and/or renewal.
Billing and Payments: To process your purchases, including using cookies, bill and collect for purchases, complete payments, confirm your orders, and deliver products or Services to you.
Comply with Legal and Regulatory Obligations: To comply with our legal and regulatory obligations which arise from time to time, including responding to legal processes, such as subpoenas, court orders, or search warrants.
Customer Service: To respond to your questions and comments, send messages about your account status, alert you about technical issues, or otherwise contact and communicate with you when necessary.
Emergency Situations: To respond to 911 requests and for other emergencies or exigencies, in cases involving danger of death or serious physical injury to you or any other person.
Prevention and Detection of Unlawful and Unauthorized Use: To prevent and detect fraud, abuse, and other unlawful and unauthorized use of our Services, including to investigate possible violations of and enforce our Terms and Conditions and any other contracts, and to otherwise protect the security or integrity of the Services, our business and property, and our rights and interests, and those of you, our other customers, and other carriers.
Provide Services: To provide you with our Services, including initiating and rendering our Services, to maintain and manage our network, to anticipate and resolve problems with our network, information technology, and Services, to optimize our Services for devices, operating systems, web browsers, and apps, and to interact with third-party services, at your request.
Verify Eligibility and Subscribe You to Our Service: To verify your eligibility for the specified government program and subscribe you to our service, including executing requests to port your phone number.
Commercial Marketing Purposes: We may use your Personal Information, including your Identity Information, Contact Information, CPNI, Usage Information, Online Activity Information, Location Information, Device and Computer Information, and Marketing and Communications Information for the following commercial marketing purposes:
Aggregate and De-Identify: To create aggregate or de-identified datasets.
Analyze and Maintain Accuracy: To track the use of our Services, to better understand who is using our Services and how our Services are being used, to measure, analyze, and optimize the effectiveness of our marketing and advertising, and to maintain the accuracy of the information we collect.
Generic Advertising: To advertise our products and Services to you through non-targeted website ads, direct mail, email, or manual, autodialed, or prerecorded calls and texts, each with your consent, where necessary.
Interest-Based Advertising: To serve you promotional offers, content, advertisements, and other marketing about our products and Services or those of our affiliates, partners, and third parties, tailored to your interests, in applications or through direct mail, email, push notifications, or manual, autodialed, or prerecorded calls and texts, each with your consent, where necessary. We may combine the information we receive from and about you to improve our interest-based advertising to you and to serve promotional offers, content, advertisements, and other marketing to people whose interests or characteristics are like yours.
Surveys, Sweepstakes, and Message Boards: To administer and enable you to participate in surveys and polls, where you have agreed to this. We may sometimes use a Service Provider to conduct surveys and polls, but they will be prohibited from using your Personal Information for any other purpose.
4. How We Share or Allow Access to Your Personal Information
Except as otherwise prohibited by law or regulation, and subject to your instructions to us, Sequoia Wireless may share, sell, or allow access to your Personal Information for business purposes, commercial marketing purposes, and additional purposes described below.
Business Purposes: We may share your Personal Information for the following limited business purposes:
Affiliates: With our affiliates for business, operational, and legal purposes.
Caller ID: With the individuals or entities, you call or text, limited to your name and telephone number.
Emergencies: With governmental authorities or other entities in cases involving danger of death or serious physical injury to you or any other person, to respond to 911 requests, and for other emergencies or exigencies.
Legal Rights and Obligations: With governmental authorities, auditors and third-party identity verification services, credit bureaus or collection agencies, and other entities to the extent necessary to respond to subpoenas, court orders, search warrants, or another legal process, in response to a request for cooperation from law enforcement or another government agency, to comply with legal and regulatory obligations, including identity verification, to prevent fraud and identify theft, to protect, advanced, or defend our rights or the rights of others, to recover payment for previously-billed products and Services, to facilitate or verify the appropriate calculation of taxes, fees, or other obligations due to any and all local, state, or federal governments and governmental agencies, and as otherwise permitted and required by law or regulation.
Protect Our Services and Users: With governmental authorities or other entities if we believe disclosure is necessary or appropriate to protect against the fraudulent, malicious, abusive, unauthorized, or unlawful use of our products and Services, to protect our network, databases, Services, devices, users, and employees from physical or financial harm, and to investigate violations of our Terms and Conditions or other contracts.
Service Providers: With Service Providers that provide business, professional, or technical support functions for us, help us operate our business and provide the Services you request from us, or administer activities on our behalf, including network operations, website hosting, database management, billing and payment processing, sending and receiving communications, analysis of our Services, and delivery of products and Services. We do not authorize Service Providers to use or disclose the information, except as necessary to perform services on our behalf.
Commercial Marketing Purposes: We may share or sell your Personal Information with our service providers, affiliates, or select marketing partners for our or their commercial marketing purposes. We may also allow these service providers and marketing partners to access Personal Information from your use of our Services when we use their analytic and advertising tools, such as cookies, web beacons, pixel tags, log files, local shared objects (Flash cookies), HTML5 cookies, or other technologies that automatically or passively collect information. These third parties may use your Personal Information to deliver generic or interest-based advertisements and marketing to you about their products or services or the products or services of their marketing partners. They may also share or sell your personal information with their affiliates, service providers, and partners. We do not have access to, or control over, the use of your information by these third parties. The collection and use of your information by third parties are subject to those third parties privacy policies. If you wish to stop communications from such third parties, you will need to contact those third parties directly. These service providers are not permitted to use, disclose, or sell your personal information for their own purposes.
Aggregate and De-Identified Information: We may also share aggregate or de-identified information, which does not constitute Personal Information, with third parties for the following purposes: to measure, analyze, and improve our products or Services; to track to the use of our Services; to better understand who is using our Services and how our Services are being used; to understand who is using our Services; for marketing and analytic purposes; for marketing and analytic purposes; to assist universities, laboratories, think tanks, and other entities that conduct networking, social, behavioral, environmental, and other types of scientific research; to assist municipalities, government, or other entities that may use this data for purposes, such as municipal and transportation planning and emergency and disaster response coordination; or to complete or provide additional information for external reports.
Additional Purposes: We may share your Personal Information with external parties for the following additional purposes:
Sale or Transfer of Business or Assets: With our professional advisers in connection with a corporate transaction, such as a sale, assignment, divestiture, merger, bankruptcy, consolidation, reorganization, liquidation, or other transfer of the business or its assets. If another entity acquires the Company or any of our assets, your Personal Information may be transferred to such entity. In addition, if any bankruptcy or reorganization proceeding is brought by or against us, such information may be considered an asset of ours and may be sold or transferred to third parties. Should such a sale or transfer occur, we will use reasonable efforts to try to require that the buyer or transferee use your Personal Information in a manner that is consistent with this Privacy Policy.
Other Circumstances: We may also use your Personal Information in other circumstances, as disclosed and explained to you at the point of collection and with your consent, where necessary.
5. How Can You Access or Change Your Personal Information
Existing subscribers may access select Personal Information we have collected from you, such as Contact Information and Account Profile Information, by logging on to your account at sequoiawireless.com/login. Once logged on, you will be able to access, modify, or correct this information. You can also request to access, modify, or correct this information by emailing admin@sequoiawireless.com. We will only disclose your Personal Information over the phone once authenticated. Personal Information may be sent to your email address of record, service address of record, telephone number of record (other than your subscriber phone number, if applicable), or by calling you at your subscriber telephone number of record, if applicable. We may disclose your Personal Information to an authorized agent that you have designated in writing to us.
6. How You Might Share Your Personal Information with Third Parties
When using our Services, you may choose to use or access services offered by third parties, such as websites, applications, retailers, or the networks of other carriers (such as when roaming, if applicable). In some cases, our Services may have links to websites operated by third parties or plugins for social media services, such as the Facebook Like button. When you interact with third-party services, you may be providing your Personal Information to those third parties or they may be automatically collecting your Personal Information, such as your IP address or browsing activity. Those services operate independently of our Services, and your Personal Information will be governed by their privacy policies, not this Privacy Policy. We encourage you to review the privacy policies of any third-party services that you use to better understand their privacy practices.
7. Cookies
Cookies are small files placed on your hard drive; each website can send its own cookie to your browser if your browser preferences allow it. You can configure your browser to accept all cookies, reject all cookies, or notify you when a cookie is sent. Each browser is different, so check the Help menu of your browser to learn how to change your cookie preferences. You are always free to decline our cookies if your browser permits, although in that case, you may not be able to use certain features on our websites and you may be required to re-enter your Account Login Details more frequently during a session. In addition, a number of companies not related to Sequoia Wireless offer utilities designed to help you visit websites anonymously.
Cookies assist us in providing customized services and can also help us provide information that is targeted to your interests. Sequoia Wireless also uses cookies to remember you when you “sign in” to our websites, so that we can provide you with customized content, such as your balance, content targeted specifically for your phone, and other helpful services. Sequoia Wireless cookies do not combine information collected through cookies with other personally identifiable information Sequoia Wireless uses two kinds of cookies. Each time you log on to any of our websites, Sequoia Wireless uses a “session cookie,” to help us to remember you until the earlier of approximately 30 minutes or the closing of your browser and to help remember you until the earlier of approximately 30 minutes or the closing of your browser and to help make sure that you remain logged in to our website. Session cookies are automatically deleted from your hard drive at the end of a session. We also use “persistent cookies,” which enable us to remember what is in your shopping cart for approximately two hours and to aggregate certain non-personally identifiable usage data in ways that help us to improve our services. Additionally, you may encounter cookies or other similar devices on our websites that are placed by third parties. We do not control the use of cookies by third parties, including third party websites to which we may link. Third party cookies or tools are governed by the privacy policies of the entities placing the ads and not by this Policy.
We use Google Analytics to help analyze how customers use our websites through the use of cookies. The information generation by the cookie about your use of our website (including your IP address) is transmitted to and stored by these analytical partners. This information is used for the purpose of evaluating your use of our websites, compiling reports on website activity for website operators and providing other services relating to website activity and Internet usage. These analytical partners may transfer this information to third parties where required to do so by law, or to third parties that process information on its behalf. Neither partner will associate your IP address with any other data held regarding you.
8. Customer Proprietary Network Information (“CPNI”)
At Sequoia Wireless, we are committed to protecting the privacy and security of our customers personal information at all costs. By virtue of our provision of telecommunications services to you, Sequoia Wireless has access to certain confidential information known as CPNI, which is the information generated as a result of your use of Sequoia Wireless’s telecommunications services. CPNI includes the type of services purchased, how those services are used, billing information, and information about Call Detail Records (“CDR”). CDRs involve information relating to specific calls, including the phone numbers you call, the numbers calling you, call times and dates, caller location, and call durations. CPNI does not include directory information such as name, postal address, or telephone number.
Under federal law, you have the right, and Sequoia Wireless has the duty, to protect the confidentiality of your CPNI. The Company is permitted to use or disclose your CPNI for certain purposes without further notice or consent including to provide you with our Services, to market service offerings to you related to the services you purchase; to protect us, you, other subscribers, and other carriers from fraud, abuse, or unlawful use of the Services; and in an aggregate form. We may use your CPNI, or share it with affiliates and third-party agents, for the purpose of offering you communications-related products and services, packages, discounts, and promotions that may be different from the types of services you are subscribed with. When we share your CPNI with our service providers, we require them to take reasonable measures to protect the confidentiality of that information.
The Federal Communications Commission (“FCC”) requires that we obtain your consent to use your CPNI within the Sequoia Wireless family in order to offer you additional products and services. With your consent, Sequoia Wireless will be able to better serve your telecommunications needs. Please know that in compliance with FCC regulations, Sequoia Wireless will not sell or share your CPNI with anyone other than those who are a part of Sequoia Wireless, which includes affiliates and third-party agents, unless required by law. No further action is required to allow Sequoia Wireless to use your CPNI. Unless you provide Sequoia Wireless with notice that you wish to opt-out, we will assume that you consent to our sharing of your CPNI within the Sequoia Wireless family of authorized companies.
You have the right to opt-out of the use of your CPNI for marketing purposes and can submit an opt-out request by emailing us at admin@sequoiawireless.com. Opting out will not affect our provision of Services to you or our use of your CPNI for permitted purposes. If you chose to opt out, your choice is valid until you choose to opt in. We may disclose your CPNI to any “authorized user” that you have designated to us in writing or to any person who is able to verify your account details.
You can request access to your CPNI by emailing admin@sequoiawireless.com. We will not disclose your Personal Information when you call us except when you can verify your account information. We will only disclose your Personal Information over the phone once authenticated. Personal Information may be sent to your email address of record, service address of record, telephone number of record (other than your subscriber phone number, if applicable), or by calling you at your subscriber telephone number of record, if applicable. We may disclose your Personal Information to an authorized agent that you have designated in writing to us.
Sequoia Wireless is required to notify law enforcement, the United States Secret Service, and the Federal Bureau of Investigation (“FBI”), if we become aware of a breach of customer CPNI. Sequoia Wireless will also notify you of the breach following notification to law enforcement unless directed otherwise by the Secret Service or the FBI.
9. Advertising Choices and Consent Options
You have certain choices and consent options related to the use and disclosure of your Personal Information for advertising purposes. Exercising these choices and options will not affect our provision of Services to you. Please note that these choices and options may not prevent you from receiving all advertising; you may continue to receive generic advertising from us or interest-based advertising from third parties, depending on how they operate. We are not responsible for informing third parties with whom we may have already shared your Personal Information, including our affiliates, business partners, and service providers, of any opt-out requests pursuant to this section or for removing information from or causing information to be removed from the databases or records of such entities.
Interest-Based Advertising: You have choices and options concerning interest-based advertising on our Services or across other websites and online services as follows:
Marketing Communications: You have the option to opt out from being contacted with marketing communications, including manual, autodialed, and prerecorded calls and texts, emails, and direct mail by emailing us at admin@sequoiawireless.com. Your instructions to opt out from these communications will be processed as soon as reasonably practicable. If you receive marketing communications from one or more of our affiliates, business partners, or service providers, you must opt out from those communications with those entities directly as we are not responsible for informing third parties (including without limitation our third-party service providers or partners) with whom we have already shared your personal information of any changes requested pursuant to this section, or for removing information from or causing information to be removed from the databases or records of such entities.
Exercising a marketing opt-out will not affect Sequoia Wireless’s right to contact you about the services to which you subscribe, including notifications regarding compliance obligations related to those services (e.g., non-usage, de-enrollment, and collection notices).
10. Telephone Consumer Protection Act (TCPA)
To ensure that consumer inquiries are handled with the utmost professionalism, we and our affiliates, agents, assigns, and service providers monitor and record all calls between you and us or any of our affiliates, agents, assigns, and service providers in order to improve our service to you. You agree to be monitored and recorded. You agree that Sequoia Wireless may from time to time contact you by phone calls and/or text messages at any telephone number linked with your account, including wireless telephone numbers, which may incur fees (but not from Sequoia Wireless).
By using this website, you agree and accept that Sequoia Wireless may from time to time send you emails, phone calls, and/or text messages to any email addresses and/or telephone numbers connected with your account, including your home, work, and wireless telephone number, for which you may incur fees. This includes, but is not limited to, the use of prerecorded/artificial voice messages and/or an automated telephone dialing system to contact you. You also agree that Sequoia Wireless may send you emails to any email address you supply or use other electronic forms of contact to the extent authorized by law. Consent may be withdrawn at any moment and by any acceptable method such as sending us an email at admin@sequoiawireless.com.
11. Children’s Information
We do not intentionally collect Personal Information from children under the age of eighteen except when information is used to qualify an adult through their child or dependent for a Government Benefit Program (such as the Affordable Connectivity Program or California LifeLine Program). This information may be collected, stored, and provided for use of eligibility to the Third Party Administrator of the respected government Program.
Our websites are not intended for youngsters under the age of 18. Adults (aged 18 and over) are the only ones who may purchase items and services from Sequoia Wireless. Wireless devices and services may be used by minors without our awareness. If this occurs, any information collected from the usage will appear to be the personal information of the adult subscriber and treated as such under this Policy.
If you are a minor, please do not supply us with any Personal Information or use or access the Services without first obtaining permission from your parent or guardian. If we discover that we have collected Personal Information from a child under the age of 18, we will take immediate measures to remove the information. If you are the parent or guardian of a child under the age of 18 who has supplied us with Personal Information without your permission, please contact us at admin@sequoiawireless.com to request that the child’s information be deleted.
12. How We Protect Your Personal Information
We maintain appropriate physical, technological, and administrative precautions to help secure your Personal Information against loss, misuse, or unauthorized access, disclosure, modification, or destruction. We securely encrypt and hash all passwords, as well as the transfer of all online account communications and sensitive information (such as credit card information). The Personal Information we collect from or about you is held on servers in the United States and is subject to US law. Employees, agents, contractors, service providers, and other third parties with a business need for such access have electronic access to the databases and physical access to the servers on which this Personal Information is maintained. They will only access and use your Personal Information on our instructions and are expected to keep it confidential. If we need third parties to utilize CPNI or other Personal Information, we ask that they take reasonable steps to ensure the confidentiality of such information. While we make every effort to maintain the integrity and security of our network and servers, we cannot guarantee their security, nor can we guarantee that the information you provide will not be intercepted while being transferred over our network or the internet.
13. California Privacy Rights
The California Consumer Privacy Act of 2018 (“CCPA”) gives you specific rights as a California resident. The law provides you with the right to know what information we collect about you and how we use it; to access, delete, and correct that information within certain limitations; to tell us not to sell or share personal information about you; to limit the use of certain sensitive personal information; and to not be discriminated against for invoking these rights. The purpose of this notice is to provide consumers with a description of our practices regarding the collection, use, disclosure, and sale of Personal Information and instructions for submitting CCPA data privacy requests.
Your Rights. If you are a California resident, you can take advantage of the following rights:
Access Request: You may request, up to two times each year, that we disclose to you the categories and specific pieces of Personal Information that we have collected about you, the categories of sources from which your Personal Information is collected, the business or commercial purpose for collecting your Personal Information, the categories of Personal Information that we disclosed for a business purpose, any categories of Personal Information that we sold about you, the categories of third parties with whom we have shared your Personal Information, and the business or commercial purpose for selling your Personal Information, if applicable. To submit an access request, email admin@sequoiawireless.com.
Deletion Request: You may request that we delete any Personal Information that we have collected from you, subject to lawful exceptions to such deletion requests. To learn more, email us at admin@sequoiawireless.com.
Third-Party Sharing Opt-Out Request: You may request to opt out of our sharing of your Personal Information with third parties for the third parties direct marketing purposes. To learn more about Sequoia Wireless’s opt-out choices and to request a CCPA Data Request Form, email admin@sequoiawireless.com.
California Privacy Rights: California Civil Code Section 1798.83 entitles California customers to request information concerning whether a business has disclosed Personal Information to any third parties for their direct marketing purposes. As stated in this Privacy Policy, we will not sell your Personal Information to other companies and we will not share it with other companies for them to use for their own marketing purposes without your consent.
Consumer Rights Under the CCP: You have the right to request that we disclose what personal information we collect and use. In addition to this, you also have the right to request deletion of any personal information about you that we have collected from you and to opt-out of the sale of your personal information. You have a right not to receive discriminatory treatment from us.
California Web Site Data Collection: We do not knowingly allow other parties to collect personally identifiable information about your online activities over time and across third-party websites when you use our websites and services.
Do Not Track Notices: Because Do Not Track (“DNT”) and similar signals do not yet operate according to common, industry-accepted standards, our Services may not respond to DNT signals. For more information on Do Not Track, please visit allaboutdnt.com.
Request Additional Information: California customers who wish to request further information about our compliance with these requirements, or have questions or concerns about our privacy policy, please contact us via e-mail at admin@sequoiawireless.com.
Authorized Agent: Your authorized agent may submit a request on your behalf, after submission of proof of authorization, in accordance with California law.
Collection and Sharing of Location Information: In addition to other information described in this privacy policy, we may collect and share with third-party ad and data networks precise location information. This location information may be used by itself, aggregated, or combined with mobile identifiers (such as IDFAs and Android IDs), and shared with third parties for purposes related to advertising, analytics, attribution (e.g., measuring ad performance), analytics and market research. You can remove your consent to having your location data collected by changing the settings on your device (certain services may lose functionality as a result.) You can “opt out” of various third party uses of Apple’s and Android’s advertising identifiers through those platforms’ corresponding device settings, as well.
Personal Information Disclosures: For purposes of compliance with the California Consumer Privacy Act (CCPA), in addition to other details described in this privacy policy, we make the following disclosures:
1) We collect the following categories of Personal Information: identifiers, financial information associated with you, characteristics of protected classifications under California or federal law, commercial information, internet or other electronic network activity information, geolocation data, audio and visual information, professional or employment-related information, and inferences drawn from the other information to create a profile about consumers. The sources of this Personal Information and business and commercial purposes for collecting this Personal Information are described above.
2) We disclose the following categories of Personal Information for a business purpose: identifiers, financial information associated with you, characteristics of protected classifications under California or federal law, commercial information, internet or other electronic network activity information, geolocation data, audio and visual information, professional or employment-related information.
3) We may share and/or sell your Personal Information with our service providers, affiliates, or select marketing partners for our or their commercial marketing purposes as described above of the following categories of Personal Information: Identifiers, commercial information, internet or other electronic network activity information, geolocation data, and inferences drawn from the other information to create a profile about consumers.
14. Changes to the Privacy Policy
We reserve the right to make changes to our Privacy Policy at any time, so please check back often. Our Privacy Policy can be found on our “Legal” page. Any changes will have an immediate effect on the effective date listed above.
If we decide to use or disclose information that personally identifies you in a way that is materially different from what we stated in our Privacy Policy when we collected that information from you, we will provide you with a choice about the new use or disclosure through appropriate means, which may include an opportunity to opt-out.
Continued access to or use of our Services after the effective date of such modifications will constitute your acceptance of such changes. If you do not agree to the modified contents of this Privacy Policy, you must stop using the Services.
Questions and Contact
If you have any questions or issues regarding this Privacy Policy, or how we handle your Personal Information, please email us at admin@sequoiawireless.com.
Last Updated: November 22, 2024
Telecommunications is one of the most highly taxed, highly regulated, industries in the U.S. This dual structure of government regulation and taxation results in an assortment of fees, surcharges, and taxes (including gross receipts, excise, and sales taxes), all with different tax bases. Sequoia Wireless has adopted this tax policy covering the applicable fees, surcharges, and taxes that arise at the local, state, and federal judications from providing service in California.
Federal Universal Service Fund USF | (8.41% * Revenue) |
This regulatory fee is used to fund federal Universal Service programs such as Federal Lifeline. The contribution factor is determined by the Federal Communications Commission (FCC), with the rate being 29.2% in Q3 of 2023. All telecommunications service providers contribute to USF based on a percentage of their assessable revenue. Some consumers may notice a “Universal Service” line item on their telephone bills. This line item appears when a company chooses to recover its USF contributions directly from its customers by billing them this charge. At Sequoia Wireless, we have made the conscious decision to fully account for this expense without the need of recovering the fee from our customers.
California Public Purpose Program PPP | ($1.11 * Smartphone Lines) |
This monthly surcharge is used to fund state programs such as California LifeLine. The surcharge is a single flat rate that is assessed to Sequoia Wireless’s ACP Smartphone Plans while ACP Tablet Plans are exempt from this surcharge. Most California consumers will notice a “Public Purpose Program” line item on their telephone bill, but not customers of Sequoia Wireless. We have made the conscious decision to remit the monthly surcharge on behalf of our customers and commit to never recovering this monthly surcharge from our customers. This ensures our plans are free of this hidden fee.
CPUC Utilities Reimbursement Account PUCURA | (0.75% * Revenue) |
A fee, annually established by the California Public Utilities Commission (CPUC), is levied on Sequoia Wireless for providing services directly to subscribers within California as a telecommunications carrier. Revenues collected from this fee fund the annual budget of the Commission for regulating telecommunications utilities. The amount of fees paid by us is determined by revenues subject to fees multiplied by a fee factor of 0.75%.
Local Utility Users Tax UUT | (≈5.57% * Smartphone Plans) |
This local tax is imposed by 106 cities and counties in California with an average rate of 5.57%. Tax rates range from 1.50% to 15.40% and are dependent on your service address. Most California consumers will notice a “Utility Users Tax” line item on their telephone bill, but not customers of Sequoia Wireless. We have made the conscious decision to remit the monthly surcharge on behalf of our customers and commit to never recovering this monthly tax from our customers. This ensures our plans are free of this hidden fee.
California Sales and Use Tax |
Telecommunication services and service plans are not subject to sales and use tax, pursuant to RTC § 6007 and RTC § 6010. While telecommunication plans are exempt from these taxes, devices are not. When purchasing a Sequoia Wireless device at retail prices, we will add the applicable tax to the bill. However, when purchasing a Sequoia Wireless device through the ACP discount program, we will cover the cost of Sales and Use Tax on your behalf. We also will cover the cost of Sales and Use tax when providing you with a free device.
Federal Telephone Excise Tax FET | Exempt |
The federal telephone excise tax is a 3% levy on local telecommunications services imposed by law. It is gathered from the client by telephone providers and then sent to the Internal Revenue Service (IRS). The tax does not apply to so-called “bundled” services, such as prepaid calling cards, voice-over-the-internet (VOIP) services, and mobile phone contracts that do not differentiate between local and long-distance calls inside the United States. As our services fall into this category, our plans are exempt from this tax.
California Emergency Telephone Users Surcharge ETUS | Exempt |
For ACP Plans, Sequoia Wireless uses the General Exemption, found in the “Tax Guide for Sellers of Prepaid (MTS) and Telecommunication Service Suppliers, which states “The following access lines are exempt from the 911 and 988 surcharges: Access lines for which no charges are billed by a service supplier to a service user.” As we are billing the Universal Service Administrative Company (“USAC”) from the Affordable Connectivity Program (“ACP”) Program for the entirety of the monthly charge, and as no charges are billed by Sequoia Wireless (service supplier) to the Subscriber (service user), we qualify under this General Exemption as being exempt from the 911 and 988 surcharges for Sequoia Wireless’s ACP Tablet Plans and ACP Smartphone Plans.
For Top-Up data-only service plans purchased during a retail transaction, we test to determine if a surcharge is applicable as part of the retail transaction. Sequoia Wireless offers a single type of Top-Up for either Sequoia Wireless’s ACP Tablet Plan customers or ACP Smartphone Plan customers. The Top-Up consists of data only and does not consist of minutes. Pursuant to RTC § 41007.5(c) “Retail transaction” means the purchase of prepaid mobile telephony services, either alone or in combination with mobile data or other services, from a seller for any purpose other than resale in the regular course of business. Pursuant to 18 CCR § 2401(g), “Prepaid mobile telephony services” means the right to utilize and/or access “mobile telecommunications services”, which is defined in PUC § 247.1(c)(5) as “commercial mobile radio service”, which is defined in 47 CFR § 20.3 as an interconnected service available to the public. As the definition of Prepaid mobile telephony services requires interconnected service (i.e., defined as service interconnected with the public switched network), and as the Top-Up data-only service plan is exclusively data-only, this transaction would not satisfy as a retail transaction for the purposes of assessing ETUS as the Top-Up is not selling an alone prepaid mobile telephony service nor is it selling a combination with mobile data. As we only need to assess this test to the Top-Up data-only service and not need to test the plan this top-up would be added to (as the retail transaction is related not to the existing service but rather to the Top-Up data-only service plan), we conclude that the purchase of a Top-Up data-only service would be exempt from the 911 and 988 surcharges.
Last Updated: November 22, 2024
Please read these Terms and Conditions (“Terms,” “Terms & Conditions,” or “Agreement”) carefully, as they establish a legally binding agreement between Sequoia Wireless, LLC (“Sequoia Wireless,” the “Company,” “we,” “us,” or “our”) and you, the subscriber (“you,” “your,” “applicant,” “customer,” “subscriber,” “participant,” or “user”). By enrolling in the California LifeLine Program provided by Sequoia Wireless, you acknowledge that you have read, understood, and agree to these Terms that outline your legal rights and responsibilities, including the requirement to resolve certain disputes through arbitration as opposed to jury trials or class actions. In the case of a disagreement, Terms restrict our responsibility and your possible remedies. We reserve the right at any time, on our sole discretion, to update or modify these terms that become binding upon you. You are responsible to stay informed of modifications by reviewing the website at sequoiawireless.com.
General Terms and Conditions
California LifeLine Service
The California LifeLine Program (“California LifeLine”) is a state government assistance program that provides discounted monthly phone services to eligible households. Sequoia Wireless is authorized to offer discounts through the Program. This telephone discount program is available to all qualifying California households in an effort to reduce their monthly phone rates. The California LifeLine Administrator is responsible for administering the programs. Proof of eligibility is required. Consumers who willfully make false statements in order to obtain the benefit can be punished by fine or imprisonment or can be barred from the program. To learn more, go to Program Guidelines at californialifeline.com.
Rates for Service, Features, Coverage, Activation Fees
Supported Services
Program Notices
California Lifeline Disclosures
Wireless Service Elements
Sequoia Wireless provides the following wireless service elements:
Billing
Sequoia Wireless abides by the following billing provisions:
Disclosures
Sequoia Wireless makes the following disclosures in accordance with California Lifeline Rules. We make this information available in print during instances of in-person enrollment where consumers can review them and/or request a copy; online at sequoiawireless.com; and upon request via our customer service department by emailing support@sequoiawireless.com:
California LifeLine Enrollment Limitations
When you request enrollment for California Lifeline, you must wait up to 30 days before submitting another enrollment request. You cannot submit multiple enrollment requests for the California Lifeline discount at the same time. The 30-day waiting period ends when: a) The California Lifeline Administrator provides the final eligibility determination; b) The enrollment request is canceled; or c) 30 days have passed since the enrollment request, whichever occurs first. After the 30-day period ends, you may submit another enrollment request for California Lifeline. You can cancel your enrollment request by contacting the California Lifeline Administrator at 866-272-0357 or by visiting californialifeline.com and selecting “Check Your Status.” You can also contact support at 800-487-4975 who can submit the request on your behalf. You may discontinue your phone service at any time or transfer to a different carrier.
Telephone Consumer Protection Act (TCPA)
To ensure that consumer inquiries are handled with the utmost professionalism, we and our affiliates, agents, assigns, and service providers monitor and record all calls between you and us or any of our affiliates, agents, assigns, and service providers in order to improve our service to you. You agree to be monitored and recorded. You agree that Sequoia Wireless may from time to time contact you by phone calls and/or text messages at any telephone number linked with your account, including wireless telephone numbers, which may incur fees (but not from Sequoia Wireless). By using our website, you agree and accept that Sequoia Wireless may from time to time send you emails, phone calls, and/or text messages to any email addresses and/or telephone numbers connected with your account, including your home, work, and wireless telephone number, for which you may incur fees. This includes, but is not limited to, the use of prerecorded/artificial voice messages and/or an automated telephone dialing system to contact you. You also agree that Sequoia Wireless may send you emails to any email address you supply or use other electronic forms of contact to the extent authorized by law. Consent may be withdrawn at any moment and by any acceptable method such as an email to support@sequoiawireless.com.
California Emergency Protections
In response to the devasting wildfires of 2018 and 2019, the State of California asked service providers such as Sequoia Wireless to put measures in place to assist people impacted by emergency situations. In California’s Decision Adopting an Emergency Disaster Relief Program for Communication Service Provider Customers (D. 19-08-025), issued August 23, 2019, in Rulemaking (R.) 18-03-011, when a State of Emergency is declared by either the Governor of the State of California or the President of the United States, Sequoia Wireless will provide additional service credits to existing customers, and handsets to those that qualify. In response to Decision 19-08-025, Sequoia Wireless has implemented ongoing and continuous outreach to ensure its customers are aware of the consumer protection measures available to them before, during, and after emergency situations. Sequoia Wireless communicates these emergency protections on our website, annually as part of the California Annual Notice Sequoia Wireless sends out in compliance with General Order 153, Procedures for Administration of The Moore Universal Telephone Service Act.
California Emergency Relief Plan
Sequoia Wireless has established our emergency assistance protocols for subscribers in California. Please read the following to get acquainted with the support available to you in the event that a disaster (announced by the governor of California or the president of the United States) affects your service or displaces your family. When the governor or the president of the United States declares a state of emergency in California because a catastrophe has disrupted utility service or reduced the quality of utility service, the following remedial measures will be implemented: a) Sequoia Wireless may let customers delay or phase payments for data, call, and text coverage prices for a certain time period. As we do not charge monthly fees for our California LifeLine plans, provisions related to this delay in required usage or annual recertification will be subject to the rules set forth as part of California LifeLine Program; b) Sequoia Wireless will provide mobile phones for temporary usage in approved county or municipal emergency shelters to our subscribers seeking refuge from a catastrophe; c) Sequoia Wireless will consider extending service payment deadlines for affected customers for certain time periods. As we do not charge monthly fees to the subscriber for California LifeLine plans, provisions related to this delay in required usage or annual recertification will be subject to the rules set forth as part of California LifeLine Program; d) Sequoia Wireless may provide temporary replacement phones to subscribers whose phones were lost or destroyed as a consequence of a natural catastrophe or evacuation. If the California LifeLine Administrator receives exemptions from the California Public Utilities Commission for its non-usage and eligibility renewal regulations for the California LifeLine Program, Sequoia Wireless will: a) Suspend the de-enrollment of affected California subscribers for non-usage; b) Reenroll any affected subscriber upon notice from CPUC that a rejection of the subscriber’s renewal eligibility for California LifeLine Program has been reversed. Assuming the position is consistent with the CPUC’s waivers, these protections will begin upon the declaration of a state of emergency in California and end no sooner than 12 months after the date of the declaration, or as determined by the California Office of Emergency Services. Contact customer support to learn more.
California Public Utilities Commission (CPUC) – Consumer Affairs Branch (CAB)
As the California Public Utilities Commission (CPUC) regulates California utilities, such as Sequoia Wireless, which provide telecommunications services in the State of California, if you have a question or a complaint concerning Sequoia Wireless’s services, at any time you may also contact the Consumer Affairs Branch (CAB) to seek assistance, at the following address: California Public Utilities Commission Consumer Affairs Branch, 505 Van Ness Avenue San Francisco, CA 94102, Email: consumer-affairs@cpuc.ca.gov. Or you may reach CAB by telephone at 1-800-649-7570, Monday through Friday, 8:30 a.m. to 4:30 p.m.
Notices
You may send notices to Sequoia Wireless by mail, 29034 Westbourne Court, Hayward, CA, 94544 or by email at support@sequoiawireless.com. Notices will be considered effective after received by Sequoia Wireless. If a subscriber is unable to resolve concerns with Sequoia Wireless, they may file a complaint with the Federal Communications Commission and/or the California Public Utilities Commission (CPUC) – Consumer Affairs Branch (CAB). Any notice sent to a subscriber will be sent via email we have on file.
Effective Date: November 24, 2024
Please read these Terms and Conditions (“Terms,” “Terms & Conditions,” or “Agreement”) carefully, as they establish a legally binding agreement between Sequoia Wireless, LLC (“Sequoia Wireless,” the “Company,” “we,” “us,” or “our”) and you, the subscriber (“you,” “your,” “applicant,” “customer,” “subscriber,” “participant,” or “user”). By enrolling in the California LifeLine Program provided by Sequoia Wireless, you acknowledge that you have read, understood, and agree to these Terms that outline your legal rights and responsibilities, including the requirement to resolve certain disputes through arbitration as opposed to jury trials or class actions. In the case of a disagreement, Terms restrict our responsibility and your possible remedies. We reserve the right at any time, on our sole discretion, to update or modify these terms that become binding upon you. You are responsible to stay informed of modifications by reviewing the website at sequoiawireless.com.
The California LifeLine Program (“California LifeLine”) is a state government assistance program that provides discounted monthly phone services to eligible households. Sequoia Wireless is authorized to offer discounts through the Program. This telephone discount program is available to all qualifying California households in an effort to reduce their monthly phone rates. The California LifeLine Administrator is responsible for administering the programs. Proof of eligibility is required. Consumers who willfully make false statements in order to obtain the benefit can be punished by fine or imprisonment or can be barred from the program. To learn more, go to Program Guidelines at californialifeline.com.
Sequoia Wireless provides the following wireless service elements:
Sequoia Wireless abides by the following billing provisions:
Sequoia Wireless makes the following disclosures in accordance with California Lifeline Rules. We make this information available in print during instances of in-person enrollment where consumers can review them and/or request a copy; online at sequoiawireless.com; and upon request via our customer service department by emailing support@sequoiawireless.com: