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Privacy Policy

The Xtel Communications  (“Xtel”) Privacy Policy includes Xtel’s policies and practices related to the collection, use, and sharing of your information, along with your right to limit the use of your information. You may also request to review the information we keep on file and update any inaccuracies.

You agree to Xtel’s Privacy Policy when you: access our websites, use our products and services, or otherwise interact with Xtel. 

This Privacy Policy does not cover information gathered by third parties via Xtel’s products and services, even when co-branded with our services.

1. Information Collected:

Personally identifiable information: This is information that Xtel collects that identifies or could potentially identify you, including your name, address, telephone number(s), email addresses, payment information, correspondence with Xtel, demographic information (e.g., number of employees or number of phones). Xtel also keeps a record of billing and payment history, service and repair, helpline interaction, products and services, and installation information. Aggregated data that does not identify you or your company and non-personal information (e.g., URLs, cookies, IP addresses, connection, and device data) are not considered personally identifiable information.

Xtel may require you to provide personally identifiable information (e.g., your name, phone number, address, email address, password, or billing and payment information) for security purposes to validate that you are an authorized contact for your account.

Xtel maintains records containing account information such as: billing, payment, and deposit history, product and service details, customer correspondence, maintenance and repair records, and complaint history. Xtel also keeps data regarding customer feedback and system use.

Xtel also keeps a record of service-related information as follows:

  • Phone Service: Xtel maintains a record of the following information related to phone service: type, quantity, configuration, location, usage data, and call history. This information is used on your Xtel invoice. When this information is presented along with your name, address, or phone number, it is considered customer-proprietary network information (aka “CPNI”) and the CPNI guidelines below apply. However, your name, address, and telephone number alone are not considered CPNI.
  • Internet Service: Xtel may gather information generated using Xtel’s internet service when used to send and receive e-mail or visit websites.

Xtel also maintains a record of device identification information (e.g., IP addresses), connection information (e.g., performance, bandwidth, connection usage), to provide service and maintain our network. Xtel monitors traffic for the purpose of network management and security.

2. How Customer Information is Used: 

Xtel will only share your personally identifiable information with our Affiliates, service providers, or its authorized agents in accordance with this Privacy Policy. Xtel may use your personally identifiable information when setting up or maintaining your products and services for the following purposes: sales, installation, operations, billing, collection efforts, administration, marketing, support, network management, maintenance, and communications with customers, including to conduct surveys. Xtel may also use personally identifiable information in the enforcement of our Terms of Service, Acceptable Use Policy, for tax and accounting purposes and for any other purpose permitted or required by law. Xtel may use your personally identifiable information to request credit information prior to setting up a new account.

Xtel may also use personally identifiable information to upgrade our services, equipment, and software, to monitor and improve our services, and to identify unauthorized use of the services. We may also use personally identifiable information to communicate offers for products and services that we recommend (you may opt out of these offers).

3. Customer Information Disclosed to Third Parties:

Xtel considers your personally identifiable information to be confidential. Xtel will only disclose subscriber’s personal information to third parties (e.g., installation and repair subcontractors, companies providing services that Xtel resells or licenses to you, billing or collection services, software vendors, and other related legal entities) as necessary in order to deliver services in the usual course of business based on business need. Xtel may provide non-identifiable aggregated information to third parties when necessary, as permitted by law.

Xtel may work with other companies to develop, provide, or market new services to you and your personally identifiable information may be shared with these companies for the purpose for which they have been engaged only. We require all parties to assure at least the level of confidentiality we maintain. 

Exceptions: We reserve the right to disclose your information based on a good faith effort to:

  • Comply with the law.
  • Protect Xtel’s rights or property or those the rights and property of others.
  • Respond to fraud, abuse, or other unauthorized activity.
  • Enforce our Terms of Service (found on 
  • Transfer your information as a part of a sale or transfer of ownership to another company.

Phone Service Information: While providing you with Xtel’s telephone service, Xtel may disclose personally identifiable information to provide directory service, Caller ID, and 911/E911. Your name and telephone number may be transmitted and displayed on a Caller ID device unless you have elected to block such information (Caller ID blocking may not prevent the display of your name and telephone number in all cases). In the course of providing telephone services, Xtel receives call traffic information (e.g., calls made vs. received and the duration of calls). This information is confidential per the Customer Proprietary Network Information rules described in this Privacy Policy.

Customer Directory Listing Preferences: Xtel cannot correct errors in customer names, addresses, or telephone numbers appearing in, or omitted from, directory lists until the next available publication of those directory lists. Xtel has no control over information that appears in the directory lists or directory assistance services of directory publishers or directory assistance providers that are not owned by us.

Customer Proprietary Network Information (CPNI):  In the course of serving you, Xtel may collect information available to us solely by virtue of our relationship with you, such as telecommunications services you purchase, including the type, destination, technical configuration, location, and amount of use of such services. This information and related billing information is known as Customer Proprietary Network Information (CPNI). 

4. Disclosure of Customer Information Required by Law: 

Xtel may disclose your personally identifiable information to government agencies or other entities based on legal requests from law enforcement or other entities (e.g. when we are served with a subpoena). Xtel provides the information as required by law, only to the extent that we are required to do so in the “Exceptions” detailed above. Depending on the circumstances, Xtel may not be required to (and may be prohibited from) notifying you that your personally identifiable information has been disclosed to government or civil litigants. Xtel does not assume responsibility to notify you when legal requests for your personal identifiable information are received.

For Xtel Internet or Phone Service Subscribers:  Internet or Phone services subscriber’s personally identifiable information and CPNI may be disclosed to representatives of government or in response to a court order without your consent and without any notice to you.

5. Xtel’s Use and Disclosure of Customer Information:

Xtel may send email messages notifying you of updated terms, features, and available upgrades and to alert you about system outages. If you have not opted out of marketing communications, you agree to our contacting you via email with marketing messages about our services.

6. Customer Information Access and Retention:

Xtel retains personally identifiable information for as long as it is necessary for business purposes. This information is housed in applications that require password authentication in order for Xtel employees to access, and further permissions safeguards are in place to limit access to sensitive information to only employees whose job function requires access. Information is retained as long as you are a customer and sometimes longer to comply with tax, accounting, and other legal requirements. Once this information is no longer needed, it is our policy to destroy it at periodic intervals.

7. Customer’s Right to Inspect and Update Customer Information:

You may request details of personally identifiable information that Xtel has on file for you (typically billing and account information) under the Data Protection Act 1998. If you would like a copy of the information Xtel has on file, please contact us at 856-596-4000. If you believe that any information is incorrect or incomplete, please call us at 856-596-4000 as soon as possible. We will promptly correct any information found to be incorrect.

 Customer Verification: If you call us to discuss your Xtel account, you will be asked to provide personally identifiable information, which may consist of the following: Xtel account number, street address, telephone number, account password or PIN number.

Xtel Website Monitoring: Xtel’s websites use “cookies” and other tools to monitor user activity on our websites and to improve our site for users. If you set your browser to not accept cookies, you may not experience all website features. Xtel web servers also collect limited information about your computer’s connection to the Internet, including your IP address, to deliver the web pages to you and to measure website traffic. Xtel may also track your interaction with our websites (e.g., clicks and cursor movement) to determine the site’s effectiveness and optimize the sites for users. In the event that Xtel places advertisements on third-party sites, the third party may use cookies, web beacons or similar technologies to obtain information on your browser when you visit their site. Xtel may track click stream data for our ads on these sites.

Internet Access Security Recommendation: Xtel encourages our customers to implement and maintain security measures such as password-protected WiFi devices, firewalls, and antivirus protection to keep your information private when accessing the Internet. Despite our best efforts, Xtel cannot guarantee the security of our network, nor can we guarantee that the information you supply will not be intercepted while being transmitted to Xtel over the Internet.

Review Xtel Terms and Policies: Other terms and conditions that affect our service offerings include our Terms of Service and our Acceptable Use Policy, both available at Legal – Terms and Conditions | Xtel Communications. Please review these policies regularly to ensure that you have the most up-to-date terms and policy information.

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