Network Management Practices

1. What terms and conditions apply to Lively’s broadband internet services, i.e., data plans?

The Smart and Flip Phone Customer Agreement (“Customer Agreement”) governs your use of Lively’s broadband internet services. Click Customer Agreement to review.

2. What performance can I expect for Lively’s data network?

Broadband internet access network performance is generally described based on two measurements – speed and latency. Speed refers to the amount of data that can be transmitted over a period of time and is typically expressed in megabits of data per second. Latency refers to the amount of time it takes for a packet of data to get from one designated point to another. Below is an overview of the speed and latency for the data plans we offer.

3. Does Lively limit data usage?

To help ensure that our customers have access to the services that best suit their needs, Lively offers a wide variety of different plans. If our customers exceed their monthly data allotment on one of our fixed data plans (i.e., 1GB or 5GB), they will incur overages charges, which are described in more detail in the Customer Agreement.

Our Unlimited Data Plan include 20GB of data at 4G LTE speed during your billing cycle (“Usage Level”). If you exceed your Usage Level during your current billing cycle, your data speed will be reduced to 128kpbs for the remainder of the billing cycle. Your voice and text services will not be affected. At the beginning of your next billing cycle, your service plan Usage Level will be reset and your upload and download speeds will be restored to normal. Please be aware that you are more likely to exceed your Usage Level if you use streaming video, a mobile hotspot (tethering), or if you download significant quantities of music files, movies, software applications, or engage in other high-bandwidth activities.

You can check your current usage by (1) logging into lively.com/myaccount or (2) going to Settings on your phone and clicking “Check My Usage.”

4. How does Lively manage congestion?

Lively works with its wireless provider to manage network congestion. Our wireless provider may prioritize your data behind other traffic on its network. If the cell site you are connected to begins experiencing high demand during the duration of your session, your data speeds may be slower than the other traffic’s. Once the demand on the site lessens, or if you connect to a different site not experiencing high demand, your speed will return to normal.

5. How does Lively manage its network?

Lively uses various network management techniques to protect our network, systems, equipment, services and users from harm, ensure reliable, quality services to our users, and improve our services.

6. Does Lively allow customers to use non-branded devices on its network?

No, Lively does not allow customer to use non-branded devices on our broadband network.

7. Will Lively assign me a telephone number or IP address?

When you activate your device, you will be assigned a phone number. You may also port your existing phone number from your previous wireless carrier. We cannot guarantee that this transfer will be successful. Porting is dependent on availability of the phone number requested and subject to approval of the existing carrier.

8. Do device software upgrades affect performance of my device in Lively’s network?

From time to time, Lively may push software updates to your device to improve device features, security, and performance. While we take measures to try to ensure that software updates will not affect your device performance, including testing and staged rollouts, we are unable to guarantee that your stored data or how you have programmed or used your device will not be affected.

9. What security measures does Lively deploy?

Lively makes an effort to keep our network secure and protect your information. Lively works to protect its network against outside attacks, tampering, malicious activity and network events that may in any way disrupt or degrade customers’ ability to use our data services. No network security is perfect; and you should also take steps to ensure that your data is not accessed by unauthorized third parties. Click here to view Lively’s Privacy Policy.

10. How can a customer who has concerns or questions about their broadband internet services contact Lively?

You can contact our Customer Services department regarding your services by calling (800)-733-6632 during business hours or by mailing us at the below address.

Lively from Best Buy Health 7601 Penn Avenue South Richfield, MN 55423

11. Effective Date

March 6, 2024