Verizon Privacy Office
1300 I Street, NW
Suite 400 West
Washington, DC 20005
Protecting our customers' privacy is an important priority at Verizon and we are committed to maintaining strong and meaningful privacy protections. The privacy of your information is a significant responsibility and we value the trust you place in us.
This policy applies to Fios by Verizon TV, Internet and Digital Voice customers and to other Verizon customers served over our fiber-to-the premises network.
When you communicate with us, we collect information from you that we use to deliver, provide, confirm, change, bill, monitor, maintain and repair your products and services. This information is also used to resolve issues with your order, with our products and services, or with your account. The information we collect may include your name, addresses, and other contact information; images you provide; the reason for the contact; and your driver’s license number and Social Security Number and payment information. We use this information to establish and maintain your customer account and billing records (including establishing credit), provide services to you, authenticate you, and contact you about products and services that we offer.
When you contact us or we contact you, we may monitor or record that communication or keep a record of the transaction to help us train employees and better serve you.
We collect information about your use of our products, services and sites. Information such as call records, websites visited, wireless location, app and feature usage, network traffic data, product and device-specific information and identifiers, service options you choose, mobile and device numbers, video streaming and video packages and usage, movie rental and purchase data, Fios TV viewership, and other similar information may be used for billing purposes, to deliver and maintain products and services, or to help you with service-related issues or questions. In addition, this information may be used for purposes such as providing you with information about product or service enhancements, determining your eligibility for new products and services, and marketing to you. This information may also be used to manage and protect our networks, services and users from fraudulent, abusive, or unlawful uses; and help us improve our services, research and develop new products, and offer promotions and other services.
This type of information may be aggregated or anonymized for business and marketing uses by us or by third parties. For example, aggregate or anonymous data may be used to improve our services, measure and analyze the use of services and to help make services and advertising more relevant to you.
If you subscribe to Verizon Internet access services, we may automatically measure and monitor network performance and the performance of your connection to improve your, or our, service levels and products. If you contact us for service support, we also may access information about your computer, wireless device or other device settings to provide customized technical support or to install specific app or services that you use or that are necessary to the applications or services you use.
When you establish an online account or register on our sites or apps, we collect information about your user identification, password and secret questions and answers. We use this information to authenticate you when you sign in.
Verizon will obtain your affirmative consent before we use information we gather in the course of providing broadband Internet access services about your visits over time to different non-Verizon websites to customize ads specifically to you.
When you purchase products or apply for service with us, we may obtain credit information about you from outside credit reporting agencies to help us with customer authentication and credit-related decisions. If you lease your residence, we may have information about how to reach your landlord and whether landlord permission is required to install our facilities.
We obtain information from outside companies such as those that collect consumer information including demographic and interest data. Examples of this information include gender, age range, sports enthusiast, frequent diner or pet owner. We use this data and combine it with other information we have about you to help us predict your preferences and to direct marketing offers that might be more relevant to you.
We also obtain contact information and other marketing lead information from third parties, and may combine it with information we have to contact you or direct Verizon marketing offers to you. Website visitors and others may provide us with your email address through "refer-a-friend" options or social networking platforms. We use these email addresses to send Verizon promotional marketing information.
When you contact us for information about products and services or when you enter a Verizon-sponsored or affiliated contest, sweepstakes or promotion, we may use the information you supply us to provide you with information about our services, programs or offerings either at that time or in the future. If you enter a promotion, your information may be disclosed as part of the program’s administration, such as in connection with the publication of winners, prize fulfillment, and as required by law or permitted by the promotion’s official rules. Information you provide on our websites about your preferred location and other preferences may be used to provide you with more relevant product recommendations, services and special offers.
We also collect information from you when you participate in surveys or provide other feedback to us regarding our products or services, when you register to receive news or public policy updates, or when you apply for a job with or a grant from Verizon. We use this information for the purposes described to you at the time the information is collected.
We may send you emails that communicate information about your account or about products, services, marketing offers, or promotions that may be of interest to you. When you open a Verizon email or click on links within these emails, we may collect and retain information to provide you with future communications that may be more interesting to you. Please note that we will not ask you to send us, via email, sensitive personal or account information.
To the extent that Section 631 of the Communications Act of 1934, as amended (the "Cable Act"), applies to services you purchase, it entitles you to know about the personally identifiable information a cable service provider collects. This includes the nature of the use and disclosure of this information and to whom it may be disclosed, how long personally identifiable information is maintained, and how subscribers may access it. In addition, the Cable Act imposes limits on the collection and disclosure of personal information and gives subscribers the ability to enforce their privacy rights. (Personally identifiable information does not include aggregate data that does not identify a particular person).
The Cable Act allows a provider to use its cable system to collect personally identifiable information necessary to render a cable service or other services provided to subscribers and to detect and prevent unauthorized access to services. Additional personally identifiable information may be collected with the subscriber’s prior consent. Personally identifiable information may be used or disclosed without the subscriber’s consent where necessary to render services, and to conduct legitimate business activities related to services provided.
We may be required by law to disclose personally identifiable information to a governmental entity to comply with valid legal process, such as warrants, court orders or subpoenas, but we will not disclose records revealing your selection of video programming unless we receive a court order indicating that the governmental entity has made a specified showing of relevance and you were afforded an opportunity to contest the order. We may be required to disclose personally identifiable information (including your selection of video programming) to a non-governmental entity to comply with a court order, after you have been provided notice.
If you believe that your privacy rights have been violated, please contact us at firstname.lastname@example.org and we will work with you to address your concerns. If you believe that you have been aggrieved as a result of a violation of the Cable Act, you may enforce the limitations imposed by the Cable Act through a civil action in a United States district court seeking damages, attorney's fees, and litigation costs. Other rights and remedies may also be available to you under federal or other applicable laws.
The Cable Act permits the disclosure of customer names and addresses as long as a subscriber has been provided with the opportunity to prohibit or limit this disclosure and the disclosure does not reveal, directly or indirectly, the subscriber’s viewing or other uses of the cable or other services provided. If we intend to share data in this way, we will provide you with the opportunity to prohibit or limit this type of sharing.
Our Relevant TV Advertising program helps advertisers reach Fios television customers with advertisements that may be more relevant to their interests. We do not share any information that identifies you personally outside of Verizon as part of this program. The ads may appear on a variety of platforms where Fios television customers can access video content. We help advertisers deliver ads to audiences based on demographic and interest information (such as gender, family size, and luxury car owner) we obtain from other companies, your address and certain information about your Verizon products and services (such as service packages purchased, video on-demand purchases, and program viewing data). You have a choice about receiving this type of advertising and you can opt out.
AOL products and services include online services such as AOL.com, The Huffington Post, TechCrunch, and Mapquest; AOL Mail and AIM; and advertising services including ONE by AOL and Advertising.com. Many of AOL’s free services are supported by the ads displayed on those services. AOL also provides a variety of online advertising services to other companies that place ads on our services and elsewhere.
Verizon shares customer information within our family of companies for a variety of purposes, including, for example, providing you with the latest information about our products and services and offering you our latest promotions.
You can limit the sharing of certain types of customer information, known as Customer Proprietary Network Information, or CPNI, within the Verizon family of companies for marketing services to you other than your current services.
Customer Proprietary Network Information (CPNI) is information that relates to the type, quantity, destination, technical configuration, location, amout of use and related billing information of your telecommunications or interconnected Voice over Internet Protocol (VoIP) services. Federal law governs our use and sharing of CPNI.
We use vendors and partners for a variety of business purposes such as to help us offer, provide, repair and bill for services we provide. We share information with those vendors and partners when it is necessary for them to perform work on our behalf. For example, we may provide your credit card information and billing address to our payment processing company solely for the purpose of processing payment for a transaction you have requested. We require that these vendors and partners protect the customer information we provide to them and limit their use of Verizon customer data to the purposes for which it was provided. We do not permit these types of vendors and partners to use this information for their own marketing purposes.
As described in more detail in other sections of this policy, we also may share certain information with outside companies, for example, to assist with the delivery of advertising campaigns or preparing and sharing aggregate reports. This information does not identify individual customers.
We provide the names, addresses and telephone numbers of wireline telephone customers to directory publishers and directory assistance services unless a non-published or non-listed phone number has been requested.
We may disclose information that individually identifies our customers or identifies customer devices in certain circumstances, such as:
If Verizon enters into a merger, acquisition or sale of all or a portion of its assets or business, customer information will also be transferred as part of or in connection with the transaction.
If you choose to interact with specific advertisers who advertise on our apps, sites or services, the information you provide to them is subject to the conditions of their specific privacy policies. We may also permit advertisers on our sites, apps and services to place ads based on certain information we have about your Verizon products and services as well as geographic or demographic data. Information used for this purpose does not identify you individually.
Our Online Relevant Advertising program helps advertisers better reach our Internet access customers using the postal address we have for you; certain information about your Verizon products and services-- such as broadband service features; and demographic and interest information provided to us by other companies--such as gender, age-range, sports fan, frequent diner or pet owner. This information is used to predict whether you fit within an audience an advertiser is trying to reach. We do not share any information that identifies you personally outside of Verizon as part of this program. You have a choice about participating. More information and instruction for opting-out are found below.
Our websites and services may include social network or other third-party plug-ins and widgets that may provide information to their associated social networks or third-parties about the Verizon web page you visit or services you use, even if you do not click on or otherwise interact with the plug-in or widget.
Customers of Verizon telecommunications and VoIP services may choose to limit the sharing of CPNI for our marketing of services outside of services you currently have. You may opt-out of this sharing by following the instructions in the CPNI notice provided to you on your monthly bill, over the phone, via text, in contracts or in other ways. Consumers and certain business customers may opt-out by calling 1-866-483-9700.
Federal "Do Not Call" laws allow you to place residential phone numbers on the National Do Not Call Registry to prevent telemarketing calls to those numbers. If you would like to add your numbers to this list, you may do so by calling 1.888.382.1222, or by visiting the National Do Not Call Registry.
You should be aware that even if you add your number(s) to the federal or a state Do Not Call list, most telemarketing laws allow companies to contact their own customers. If at any time you would like to be removed from our residential telemarketing list, please contact us at 1.800.VERIZON (1-800-837-4966). Please allow 30 days for your telephone number to be removed from any sales programs that are currently underway.
Marketing emails you receive from Verizon include an unsubscribe instruction (usually found at the bottom of the email) that you may use to opt out of receiving future marketing-related emails. You may opt out of receiving marketing-related postal mailings or prevent door-to-door marketing solicitations from us by calling at 1.800.VERIZON (1-800-837-4966). Text message solicitations from Verizon also contain an "unsubscribe" feature that you can use to prevent future marketing text messages from us. Please note that we may use bulk mail service for some marketing mailings. These services deliver offers to all homes in a neighborhood or zip code. This type of mailing will continue even if you opt-out of receiving marketing-related postal mailings from us.
You may opt-out of our relevant online advertising program described above by going to the My Services area of your My Verizon online account and clicking on the Manage Online Advertising Preferences section under the Internet tab. You may also choose not to participate in our Relevant TV Advertising program by opting out. You will need your account user ID and password. Also, please note that you will receive ads whether you participate in these programs or not, but under these programs, some ads may be more relevant to you.
You have choices about how AOL uses information. To learn more, visit the AOL privacy choices page.
Verizon recognizes that online service providers must be vigilant in protecting the safety and privacy of children online. We do not knowingly collect, use or disclose individually identifying information from children under the age of 13 without parental consent.
Regrettably, there are those who use the Internet to view, store and distribute child pornography or engage in other types of illegal activity involving children. Child pornography is subject to severe criminal penalties and using the our network to view, store or distribute it violates our service contracts. The Verizon network may not be used by customers in any manner for the storage, transmission or dissemination of images containing child pornography and we will report any instances of such activity of which we become aware to the appropriate law enforcement authorities.
If you have a complaint about child pornography, the soliciting of children for sexual activity, or any other illegal or inappropriate activity involving children on a Verizon service, report it to us by sending us an e-mail. Please include the words "child porn" in the subject line of your email. You can also make a report directly to the National Center for Missing and Exploited Children through CyberTipline.
We have technical, administrative and physical safeguards in place to help protect against unauthorized access to, use or disclosure of customer information we collect or store, including social security numbers. Employees are trained on the importance of protecting privacy and on the proper access to, use and disclosure of customer information. Under our practices and policies, access to sensitive personally identifiable information is authorized only for those who have a business need for such access. Personally identifiable information and other sensitive records are retained only as long as reasonably necessary for business, accounting, tax or legal purposes.
Although we work hard to protect personal information that we collect and store, no program is 100% secure and we cannot guarantee that our safeguards will prevent every unauthorized attempt to access, use or disclose personal information. We maintain security and incident response plans to handle incidents involving unauthorized access to private information we collect or store.
If you become aware of a security issue, please contact our Security Control Center at:
HQD03A78, P.O. Box 152092
Irving, TX, 75015-2092
We strive to keep our customer records as accurate as possible. You may correct or update your Verizon customer information by calling one of our customer service representatives at 1.800.VERIZON (1-80-837-4966) or by accessing your account online. Registered AOL users may access and update their registration information and any billing or shipping information by visiting My Account.
Fios and other customers served over our fiber-to-the-premises network who would like to see their personally identifiable information, may e-mail us to arrange a time and convenient location to do so during business hours. You will need to provide proper identification and you may examine records that contain personally identifiable information about you and no one else. If you believe any of your personally identifiable information is inaccurate, we will work with you to ensure that corrections are made. Verizon reserves the right to charge you for the cost of photocopying any documents you request.
If we elect to use or disclose information that identifies you as an individual in a manner that is materially different from that stated in our policy at the time we collected that information from you, we will give you a choice regarding such use or disclosure by appropriate means, which may include use of an opt-out mechanism.
Updated December 2015
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Verizon Privacy Office
1300 I Street, NW
Suite 400 West
Washington, DC 20005