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DUO Broadband Privacy Statement

DUO Broadband is committed to protecting your privacy and developing technology that gives you the most powerful and safe online experience. This Statement of Privacy applies to DUO Broadband’s website and governs data collection and usage. By using the DUO Broadband website, you consent to the data practices described in this statement.


DUO Broadband collects personally identifiable information, such as your email address, name, home or work address or telephone number. DUO Broadband also collects anonymous demographic information, which is not unique to you, such as your ZIP code, age, gender, preferences, interests and favorites.

Information about your computer hardware and software is also automatically collected by DUO Broadband. This information can include: your IP address, browser type, domain names, access times and referring website addresses. This information is used by DUO Broadband for the operation of the service, to maintain quality of the service, and to provide general statistics regarding use of the DUO Broadband website.

Please keep in mind that if you directly disclose personally identifiable information or personally sensitive data through DUO Broadband public message boards, this information may be collected and used by others. Note: DUO Broadband does not read any of your private online communications.

DUO Broadband encourages you to review the privacy statements of websites you choose to link to from DUO Broadband so that you can understand how those websites collect, use and share your information. DUO Broadband is not responsible for the privacy statements or other content on websites outside of the DUO Broadband family of websites.


DUO Broadband collects and uses your personal information to operate the DUO Broadband website and deliver the services you have requested. DUO Broadband also uses your personally identifiable information to inform you of other products or services available from DUO Broadband and its affiliates. DUO Broadband may also contact you via surveys to conduct research about your opinion of current services or of potential new services that may be offered.

DUO Broadband does not sell, rent or lease its customer lists to third parties. DUO Broadband may, from time to time, contact you on behalf of external business partners about a particular offering that may be of interest to you. In those cases, your unique personally identifiable information (email, name, address, telephone number) is not transferred to the third party. In addition, DUO Broadband may share data with trusted partners to help us perform statistical analysis, send you email or postal mail, provide customer support, or arrange for deliveries. All such third parties are prohibited from using your personal information except to provide these services to DUO Broadband, and they are required to maintain the confidentiality of your information.

DUO Broadband does not use or disclose sensitive personal information, such as race, religion, or political affiliations, without your explicit consent.

DUO Broadband keeps track of the websites and pages our customers visit within DUO Broadband, in order to determine what DUO Broadband services are the most popular. This data is used to deliver customized content and advertising within DUO Broadband to customers whose behavior indicates that they are interested in a particular subject area.

DUO Broadband websites will disclose your personal information, without notice, only if required to do so by law or in the good faith belief that such action is necessary to: (a) conform to the edicts of the law or comply with legal process served on DUO Broadband or the site; (b) protect and defend the rights or property of DUO Broadband; and, (c) act under exigent circumstances to protect the personal safety of users of DUO Broadband, or the public.


The DUO Broadband website uses “cookies” to help you personalize your online experience. A cookie is a text file that is placed on your hard disk by a webpage server. Cookies cannot be used to run programs or deliver viruses to your computer. Cookies are uniquely assigned to you, and can only be read by a web server in the domain that issued the cookie to you.

One of the primary purposes of cookies is to provide a convenience feature to save you time. The purpose of a cookie is to tell the Web server that you have returned to a specific page. For example, if you personalize DUO Broadband pages, or register with DUO Broadband site or services, a cookie helps DUO Broadband to recall your specific information on subsequent visits. This simplifies the process of recording your personal information, such as billing addresses, shipping addresses, and so on. When you return to the same DUO Broadband website, the information you previously provided can be retrieved, so you can easily use the DUO Broadband features that you customized.

You have the ability to accept or decline cookies. Most web browsers automatically accept cookies, but you can usually modify your browser setting to decline cookies if you prefer. If you choose to decline cookies, you may not be able to fully experience the interactive features of the DUO Broadband services or websites you visit.


DUO Broadband secures your personal information from unauthorized access, use or disclosure. DUO Broadband secures the personally identifiable information you provide on computer servers in a controlled, secure environment, protected from unauthorized access, use or disclosure. When personal information (such as a credit card number) is transmitted to other Web sites, it is protected through the use of encryption, such as the Secure Socket Layer (SSL) protocol.


DUO Broadband will occasionally update this Statement of Privacy to reflect company and customer feedback. DUO Broadband encourages you to periodically review this Statement to be informed of how DUO Broadband is protecting your information.


DUO Broadband welcomes your comments regarding this Statement of Privacy. If you believe that DUO Broadband has not adhered to this Statement, please contact DUO Broadband at duo@duobroadband.com. We will use commercially reasonable efforts to promptly determine and remedy the problem.

YOU DUO App Data Safety

Managing Your Personal Information

You may have a right to correct, update, delete, or request access to the Personal Information that you have provided to us through the YOU DUO App. For requests about your data contact:

DUO Broadband Customer Care

These rights are limited and may not be available to you depending on where you are located.

For your protection, we will only implement requests with respect to Personal Information about you (not anyone else), and we may need to verify your identity before implementing your request. We may need to retain certain information for recordkeeping purposes, as required under applicable legal obligations. And even if you have a right to deletion, some of your information may remain within our systems and other records or archives, in compliance with applicable law.



Data Collection purpose and usage

To allow a subscriber to manage and monitor their router and its connected devices. To allow a user to configure Service Provider services such as parental control and network security.


Data Inventory

 Subscriber Data

 Data Processing

Used to confirm user identity when logging in and to enable the subscriber to manage their wifi configuration, alarm notifications and profile configurations.

 Data Element

Data Processing

  From CommandIQ

  • Settings (Name, Password, Email, Passcode/PIN, Language, Alerts, T&C, Privacy Policy)
  • Wifi data (SSID, Security Type, Password)
  • Enable/disable services (ProtectIQ, ExperienceIQ)
  • People profile settings
  • Alert notifications
  • Active subscriber – For as long as the subscriber is active with the Customer
  • Inactive subscriber – 3 months
  • App usage data – 30 days


  From Subscriber Router

  • Router IP address
  • Router MAC address
  • List of Wi-Fi clients

From Ookla server

  • Bandwidth performance data (speed test results, latency results)
  • Real-time on demand testing from CommandIQ – Not retained

  From Pendo (anonymized)

  • CommandIQ user analytics
  • Pendo analytics on Pendo system retained anonymously as long as the Calix is a customer
  • Pendo analytics on Cloud system retained as long as Customer is a customer

End User Connected Device Data

 Data Processing

  • Collected by the Subscriber router, stored in Calix Cloud.  Used by subscriber to monitor their devices on the home network.

 Data Element

 Data Retention Period

  • End user connected device da MAC address
  • End user connected device identification data (type, model, vendor, download/upload usage, Wi-Fi radio details)
  • Until DHCP lease expired or router factory reset

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