Privacy Policy 2019-10-10T15:02:59-05:00

Connecting Your

Every business has their own unique DNA and culture. We believe your communication systems need to be as unique as your business.

Our Privacy Commitments

Our privacy commitments are important to the way we do business every day. These apply to everyone who has a relationship with us – including our customers and web site visitors.

The Quick Summary:

  • We will protect your privacy and keep your personal information safe. We use encryption and other security safeguards to protect customer data.
  • We will not sell your personal information to anyone, for any purpose. Period.
  • We will fully disclose our privacy policy in plain language and make our policy easily accessible to you.
  • You have choices about how DNA uses your information for marketing purposes. Customers are in control.
  • We want to hear from you. You can send us questions or feedback on our privacy policy.

About Our Privacy Policy

Whenever you do something like buy one of our products, services, or download an app, information is created. Because we know your privacy is important, we have a Privacy Policy to explain how we collect, use and protect that information. There’s a quick summary below, and the actual policy is written in an easy to use “Frequently Asked Questions” (FAQ) format. We want to simplify this explanation, so you can make informed choices about your privacy, and then spend the rest of your time enjoying our products and services.

DNA Privacy Policy FAQ

Our DNA Privacy Policy in easy to understand, FAQ format.

We understand everyone thinks that privacy policies are long, complicated and difficult to understand. So we’re going to try to make this as simple as possible.

What is the purpose of DNA’s Privacy Policy?

Whenever you do something like buy or use one of our products or services or visit our website, information is created. Because we know privacy is important to you, we have the DNA Privacy Policy to explain how we collect, use, protect, and share that created information. Thus, the main purpose of the Policy is to help you understand our relationship and how we are able to deliver and improve the services we offer.

How should this Policy be used?

We encourage you to read the whole policy, so you will understand fully our relationship. To find specific information, here is an outline of where you will find answers to your questions about key topics:

Questions about the Scope of this Policy

To whom does the Policy apply?

This Privacy Policy applies to customers and users of DNA products and services, except customers and users of products or services provided by an affiliate or an application with a different privacy policy.

What does this Policy cover?

This Privacy Policy covers our practices regarding the information we collect about our customers and users (how we collect it and how we use it). Use of our products and services, as well as visits to our websites, are subject to this Privacy Policy.

Do you have any Privacy Policies other than this one?

Yes. Some DNA affiliates or applications may have separate privacy policies that describe how they collect, use and share information they collect from their customers and users. When we share Personal Information with those affiliates or combine it with information from those applications we protect it in a way consistent with this Privacy Policy.

Additionally, some of our applications may have terms and conditions that describe other privacy commitments or choices in addition to those in this Privacy Policy.

What about my family members and other users of my DNA account? Does this Policy apply to them?

Yes. You’re responsible for making sure all family members or other users under your account understand and agree to this Policy. Get everyone together and talk about it. Or, send it by e-mail to make sure they’re on board. Hang it on the fridge. Up to you, just share it!

When is information not covered by this Policy?

If you purchase or use the products or services of an DNA affiliate that has a different privacy policy than this one, that privacy policy will apply.

Additionally, this Privacy Policy does not apply any time you give information to companies other than DNA. Some examples are:

When you use a non-DNA Wi-Fi service;

  • When you download applications or make purchases from other companies while using our Internet or wireless services;
  • When you go to a non-DNA website from one of our websites or applications (by clicking on a link or an advertisement, for example);
  • When you give your information to another company through a website co-branded by DNA but controlled by the other company;
  • If you use public forums – such as social networking services, Internet bulletin boards, chat rooms, or blogs – the information is publicly available, and we cannot prevent distribution and use of that information by other parties;
  • Information about your location, usage and the numbers you dial when you’re out and about and roaming on the network of another company;
  • When you purchase or use non-DNA products (such as wireless devices, internet browsers and mobile applications) in combination with our services;
  • When we license our brand to other companies for their use in marketing and selling certain non-DNA products and services, information you give those companies is not covered by this Policy.

What about business customers?

We may have written product or service agreements with our business customers that contain specific provisions about confidentiality, security or handling of information. When one of these agreements differs from or conflicts with this Policy, the terms of those agreements will apply. In all other instances, the terms of this Policy apply.


Questions About the Information We Collect, How We Collect It, And How We Use It

What information do you collect?

We may collect different types of information based on your use of our products and services and on our business relationship with you.

Account Information:

  • Contact Information that allows us to communicate with you. We get this information when you order or register for our services. This would include information like your name, address, telephone number and e-mail address.
  • Billing Information related to your financial relationship with us, such as the services we provide to you, the telephone numbers you call and text, your payment history, your credit history, your credit card numbers, Social Security number, security codes and your service history.
  • Technical & Usage Information related to the services we provide to you, including information about how you use our networks, services, products or websites. Some examples include:
  • Equipment Information that identifies the equipment on our networks, such as equipment type, device identifiers, device status, serial numbers, settings, configuration and software.
  • Network Performance & Usage Information about the operation of the equipment, services and applications you use on our networks. Examples of this might include wireless device location, the number of text messages sent and received, voice minutes used, calling and texting records, bandwidth used, and resources you use when uploading, downloading or streaming data to and from the Internet. We also collect information like transmission rates and delays, data associated with remote monitoring services and security characteristics.
  • Some Network Performance & Usage Information and some Billing Information is Customer Proprietary Network Information or “CPNI.” Unique rules apply to CPNI. Go here to learn more about what it is, how we use it and the choice you can make about that use.
  • Web Browsing & Mobile Application Information such as IP addresses, URLs, data transmission rates and delays. We also learn about the pages you visit, the time you spend, the links or advertisements you see and follow, the search terms you enter, how often you open an application, how long you spend using the app and other similar information.

How Do You Collect Information?

In three basic ways:

  1. You give it to us when you make a purchase or set up an account with us;
  2. We automatically collect information when you use our networks, products and services. For example, we use network tools to collect your call records; we collect wireless device location from our networks and from your device; and we also use cookies, web server logs and other technologies.
  3. We obtain information from outside sources like credit reports, marketing mailing lists, and commercially available geographic and demographic information along with other publicly available information, such as public posts to social networking sites.

How Do You Use This Information?

We use your information to improve your experience and to make our business stronger. Some examples include:

  • Providing and managing your services, responding to your questions and addressing problems;
  • Delivering customized content, or advertising, such as personalized offers for products and services that may be of interest to you;
  • Communicating service updates, offers and promotions;
  • Protecting network integrity and security, ensuring quality control, optimizing capacity and preventing misuse;
  • Network enhancement planning, engineering and technical support;
  • Conducting research and analysis for maintaining, protecting and developing our networks and our services;
  • Preventing illegal activities, suspected fraud, and potential threats to our networks and our customers’ networks;
  • Investigating violations of our Terms of Service, Acceptable Use Policies, or other service conditions or restrictions; and
  • Protecting the safety of any person.
  • Do you use the information I store using one of your cloud services?
  • We only use it to provide you with that service, unless we first get your permission to use it for something different.

Questions About Information Sharing

Do you provide information for phone books and Caller ID?

Yes and No.

Yes, we share the names, addresses and telephone numbers of our wireline telephone customers with businesses that publish directories and provide directory assistance services. We are required by law to do that. You may contact us and we honor your request for non-published or non-listed phone numbers. Once we provide published listing information to those businesses, they may use, sort, package, repackage and make it available again in different formats to anyone.

Yes, we also provide wireline name and number information for CallerID, and related services like Call Trace, which allow a person receiving a call to obtain the name and number of the party calling them.

No, we do not give listing information for wireless numbers to phone book publishers or directory assistance services without your permission.

Do you share my Personal Information internally?

Yes. Our products and services are developed, managed, marketed and sold by a variety of our affiliated companies. We may share Personal Information internally, including with affiliated companies that may have different privacy policies. When we do this we require the affiliated company or companies to protect the Personal Information in a way consistent with this Privacy Policy. We may also combine Personal Information with data derived from an application that has a different privacy policy. When we do that, this Privacy Policy applies to the combined data set. Sharing information in these ways helps us offer you the high quality, seamless and innovative range of products you have come to expect from us.

Do you share my Personal Information with other non-DNA companies for them to market to me?

We currently do not share customer information with third parties for marketing purposes.

Are there any other times when you might provide my Personal Information to other non-DNA companies or entities?

Yes. We share your Personal Information with other, non-DNA companies that perform services for us, like processing your bill. Because we take our responsibility to safeguard your Personal Information seriously, we do not allow those companies to use it for any purpose other than to perform those services, and we require them to protect it in a way consistent with this Privacy Policy. Companies that perform these services may be located outside the United States or the jurisdiction where you reside. If your Personal Information is shared with these companies, it could be accessible to government authorities according to the laws that govern those jurisdictions. There are also occasions when we provide Personal Information to other non-DNA companies or other entities, such as government agencies, credit bureaus and collection agencies, without your consent. Some examples include sharing to:

  • Comply with court orders, subpoenas, lawful discovery requests and other legal or regulatory requirements, and to enforce our legal rights or defend against legal claims;
  • Obtain payment or make refunds for products and services that appear on your DNA billing statements, including the transfer or sale of delinquent accounts or refund obligations to third parties for collection or payment.
  • Enforce our agreements and protect our rights or property;
  • Assist with identity verification and e-mail address validation;
  • Respond to lawful requests by public authorities, including to meet national security or law enforcement requirements;
  • Notify, respond or provide information (including location information) to a responsible governmental entity in emergency or exigent circumstances or in situations involving immediate danger of death or serious physical injury; and
  • Notify the National Center for Missing and Exploited Children of information concerning child pornography of which we become aware through the provision of our services.

Questions About My Information and Advertising

Do you use my information to send me advertising?

We may use information like the preferences you have expressed and interests you have demonstrated on our websites, in our stores and through use of our products and services, to provide you with marketing information and advertisements for our products and services. Those ads may be delivered on our websites and mobile applications. This is called “first party” advertising. It is part of our service relationship and you are not able to opt-out from this type of advertising.

We or our advertising partners may use anonymous information gathered through cookies and similar technologies, as well as other anonymous and aggregate information that either of us may have to help us tailor the ads you see on non-DNA sites. For example, if you see an ad from us on a non-DNA sports-related website, you may later receive an ad for sporting equipment delivered by us on a different website. This is called Online Behavioral Advertising, which is a type of Relevant Advertising.

Questions About Aggregate and Anonymous Information

Where do you get anonymous information?

Sometimes we’ll collect information about how you use our products using cookies and other similar technologies. This information doesn’t include your Personal Information and is considered anonymous.

When we collect information that identifies you personally, we may anonymize it for certain purposes. We remove data fields (such as name, address and telephone number) that can reasonably be used to identify you. We also use a variety of statistical techniques and operational controls to anonymize data. Anonymizing information is one of the tools we use to protect your privacy.

Tell me more about aggregate information.

Aggregate information is a form of anonymous information. We combine data that meet certain criteria into anonymous groups. For example, we might want to compare how customers in Beverly Hills, CA (or any city, county or ZIP-code) use their cell phones to how customers in Boulder, CO use their cell phones. In order to do that, we would combine customer data in each of the geographies into anonymous groups and look at all that aggregate data to understand how the two groups are different or similar.

Questions About Our Online Privacy Policy for Children

Do you collect information about my children’s use?

We do not knowingly collect personally identifying information from anyone under the age of 13 unless we first obtain permission from the child’s parent or legal guardian.

What happens when my child is using an account not registered to them?

Internet and wireless devices and services purchased for family use may be used by children without our knowledge. When that happens, information collected may appear to us to be associated with the adult customer who subscribes to our services and will be treated as the adult’s information under this Policy.

What can I do to help better protect my child’s information?

We encourage you to spend time online with your children, and to participate in and monitor their online activity. We have developed a website that offers safety and control tools, expert resources and tips designed to help you manage technology choices and address safety concerns. Please visit DNA Smart Controls for more information.

What if my child has an DNA e-mail sub-account?

If you create an DNA e-mail sub-account for a child under the age of 13:

  • With your permission we collect your child’s name, nicknames and aliases, alternative e-mail address, birth date, gender and ZIP-code.
  • We use the information collected on sub-accounts to create and maintain those accounts, for research, to customize the advertising and content seen on our pages and for other marketing purposes. Your child can use their DNA e-mail address and password to log onto websites and online services provided by us, like We and our advertising partners may collect and use information about customers who log onto those sites as described in the “Questions about the Information We Collect, How we Collect It and How We Use It” section of this Privacy Policy. A list of the advertising partners who collect information on our sites and the ability to opt-out of advertising provided by those partners is available here.
  • We will not contact a child under the age of 13 about special offers or for marketing purposes without parental consent.
  • You or your child can review, edit, update, and delete information relating to your child’s sub-account and, if you no longer wish your child to have such an account, you can revoke your consent at any time, by logging on to manage your account here.

You may e-mail us at, call us at 815-562-4290 or write to us at:

DNA Privacy Policy,
Chief Privacy Office,
601 1st Ave.
Rochelle, IL 61068

with any questions or concerns you may have about our Children’s Online Privacy Policy.

Questions About Data Protection & Security

Do we sell your Personal Information?

No. We do not sell your Personal Information to anyone, for any purpose. Period.

How long do we keep your Personal Information?

We keep your Personal Information as long as we need it for business, tax or legal purposes. After that, we destroy it by making it unreadable or undecipherable.


What safeguards does DNA have in place?

We’ve worked hard to protect your information. And we’ve established electronic and administrative safeguards designed to make the information we collect secure. Some examples of those safeguards include:

  • All of our employees are subject to the DNA Code of Business Conduct (COBC) and certain state-mandated codes of conduct. Under the COBC, all employees must follow the laws, rules, regulations, court and/or administrative orders that apply to our business – including, specifically, the legal requirements and company policies surrounding the privacy of communications and the security and privacy of your records. We take this seriously, and any of our employees who fail to meet the standards we’ve set in the COBC are subject to disciplinary action. That includes dismissal.
  • We’ve implemented technology and security features and strict policy guidelines to safeguard the privacy of your Personal Information. Some examples are:
  • Maintaining and protecting the security of computer storage and network equipment, and using our security procedures that require employee user names and passwords to access sensitive data;
  • Applying encryption or other appropriate security controls to protect Personal Information when stored or transmitted by us;
  • Limiting access to Personal Information to only those with jobs requiring such access; and
  • Requiring caller/online authentication before providing Account Information so that only you or someone who knows your Account Information will be able to access or change the information.
  • Although we strive to keep your Personal Information secure, no security measures are perfect, and we cannot guarantee that your Personal Information will never be disclosed in a manner inconsistent with this Policy (for example, as the result of unauthorized acts by third parties that violate the law or this Policy).

Will you notify me in case of a security breach?

Laws and regulations guide us in how to give you notification when certain types of sensitive information are involved in a security breach. We will provide you with notice in accordance with these laws and regulations.

Can I review and correct my Personal Information?

Yes. We are happy to help you review and correct the Personal Information we have associated with your account and billing records within a reasonable time. Please see the How to Contact Us About This Policy section.

Questions About Future Changes

What happens if there is a change in corporate ownership?

Information about our customers and users, including Personal Information, may be shared and transferred as part of any merger, acquisition, sale of company assets or transition of service to another provider. This also applies in the unlikely event of an insolvency, bankruptcy or receivership in which customer and user records would be transferred to another entity as a result of such a proceeding.

Will I be notified if there are changes to this policy?

We may update this Privacy Policy as necessary to reflect changes we make and to satisfy legal requirements. We will post a prominent notice of material changes on our websites. We will provide you with other appropriate notice of important changes at least 30 days before the effective date.

Relevant Advertising: Opt-out of Relevant Advertising delivered by DNA here.

Do I have choices about receiving first party advertisements from DNA?

Because first party advertising is part of the service you receive when you visit our websites and use our applications, we don’t offer an opt-out for first party advertising.

Can I choose not to receive marketing and other types of communication from DNA?

We realize that unwanted marketing contacts can be a hassle and we’ve worked hard to meet the expectations of customers and potential customers who have expressed a desire to limit certain types of solicitation communications from us.

  • E-Mail: Every marketing e-mail we send contains instructions and a link that will allow you to stop additional marketing e-mails for that product or service type. You also can unsubscribe from DNA marketing e-mails here.
  • Text Messages: Opt-out of DNA marketing text message contacts by replying “stop” to any message.
  • DNA Consumer Telemarketing: Ask to be removed from our consumer telemarketing lists by contacting us at one of the numbers listed here. You also can ask the DNA representative to remove you from our telemarketing lists when you receive a marketing or promotional call from us.
  • DNA Business Telemarketing: Where required by local laws and/or regulations, we honor requests to be removed from our telemarketing lists from business customers.
  • Federal Do Not Call: The FTC maintains a National Do Not Call Registry at, and some states in the United States may maintain its own Do Not Call Registry. Putting your number on these Registries also may limit our DNA telemarketing calls to that number.
  • Postal Mail: To review our Residential Do Not Mail Policy Statement and to limit postal mail solicitations, click here. You will still receive billing statements, legal notices, product updates and other similar correspondence, and you may still receive some promotional mailings.

All of our practices are designed to satisfy state, provincial and federal legal requirements limiting marketing contacts. Those laws and regulations – such as the requirements governing the state and federal “Do Not Call” lists – generally permit companies to contact their own current and, in some cases, former customers, even when those customers are listed on the federal and state “Do Not Call” lists.

Automated Calls or Messages: In some cases, we will ask for your permission to send you automated calls or messages to your mobile phone. To opt out of these calls or messages from DNA, please go to Manage Your Privacy Choices. As required or allowed by law, even if you opt out, DNA may continue to contact you with automated calls or messages at the telephone number issued by us for certain important informational messages about your service. For example, we may need to let you know about a problem with your wireless service.

How to Contact Us About This Policy

We encourage you to contact us directly at either of these addresses below for any questions about this Privacy Policy.

E-mail us at

Write to us at DNA Privacy Policy, Chief Privacy Office, 601 1st Ave, Rochelle, IL 61068

You also have the option of filing a complaint with the FTC Bureau of Consumer Protection, using an online form, or by calling toll-free 877.FTC.HELP (877.328.4357; TTY: 866.653.4261). Other rights and remedies also may be available to you under federal or other applicable laws.