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Broadband labels are a big deal — but they don’t have to be scary!
Pioneer’s fielding broadband label questions from the broadband providers we serve every day. We worked with the experts at JSI and Vantage Point to answer some common broadband label questions. Don’t see your question? Submit a different question to the experts on the form below the FAQ and we will get it answered for you (and add it to this list for other communicators).
Frequently Asked Questions
Q: So, where exactly should these broadband labels be displayed?
A: Yes, compliance allows for either a customer service representative to read the label contents over the phone or for a pre-recorded message to be played. The key requirement is to ensure that customers can access label information via telephone.
A: Yes, compliance allows for either a customer service representative to read the label contents over the phone or for a pre-recorded message to be played. The key requirement is to ensure that customers can access label information via telephone.
A: According to regulatory requirements, each standalone broadband offering mentioned in marketing materials must have its own corresponding label available at points of sale. That does not mean that labels have to be included on every marketing piece. For instance, while direct mailers themselves do not constitute points of sale, if a customer responds to a call-to-action on the mailer by visiting a website or contacting via phone, the relevant labels must be readily accessible at those touchpoints.
A: Labels should be regularly updated to reflect any changes in service plans, such as alterations in speeds or pricing. It’s important to maintain an archive of past labels for at least two years to ensure compliance with regulations.
A: Broadband labels must be displayed in English and any other language in which the company conducts marketing activities to ensure accessibility and comprehension for all customers.
Q: Can I just make my own labels using the FCC’s format?
A: Yes, but it’s essential that you use the format provided by the FCC and ensure they are machine-readable for compliance purposes. For instance, if labels are displayed on a website, utilizing CSS and HTML codes is necessary to maintain compliance with regulations. The online tools offered by Vantage Point and Pioneer/Powerful team create labels that are machine readable.
Q: Where do we find our Unique Plan Identifier (UPI) number?
A: The Unique Plan Identifier (UPI) is generated by the Internet Service Provider (ISP). It comprises three elements: an initial character indicating whether the plan is fixed (“F”) or mobile (“M”), followed by the provider’s Federal Registration Number (FRN). The UPI ends with a string of 15 alphanumeric characters that should match the codes used for that speed package on your ACP documentation if applicable. This identifier distinguishes each broadband plan within the system.
Examples: F0005937974123ABC456DEF789 or M0005937974123ABC456DEF789
Your finance or regulatory team should have your FRN, but the FCC has an FRN lookup tool online.
Q: How often do providers need to update their policies for privacy and network management?
A: Compliant broadband labels link to an organization’s privacy policy, network management policy and contract terms. We recommend updating your network management and privacy policies once a year to monitor compliance with evolving regulations and industry standards.
Didn’t see your question? Submit it here:
Note: We used ChatGPT in addition to member input to phrase the questions in the Q&A section.
Key dates:
April 10, 2024
Providers with more than 100,000 subscribers are required to have labels deployed.
Oct. 10, 2024
Providers with less than 100,000 subscribers are required to have labels deployed.
Resources:
Broadband Label Compliance Guide from JSI’s experts; they also offer a broadband label service sheet (PDF).
Team Experts
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Senior Director of Client and Partner Strategy -
VP of Marketing & Member Solutions
