As part of Lüm Mobile’s commitment to protecting our customers, and in alignment with Compliance and Enforcement and Telecom Decision CRTC Decision 2025-142, Development of a framework to limit botnet traffic, 13 June 2025, Lüm Mobile uses a network-level cyber security blocking framework. This framework is designed to protect Lüm Mobile customers from malicious botnets and other cyber threats. 

Purpose of Blocking

The blocking is exclusively for customer protection against cyber-attacks. Specifically, its goal is to: 

  • Prevent your devices from being infected by malicious software by blocking access to known bad Internet sites with no legitimate content. This blocking includes malicious sites hosting malware, phishing, adware and sites associated with botnets.  

This blocking is not used to: 

  • Censor or filter content based on its nature or if it’s legal 

  • Block websites offering illegal goods or services 

  • Block political, commercial, or competitive content 

  • Restrict access to websites based on opinions, misinformation, or offensive material 

  • Track what customers do online 

 How Blocking Works 

Type of Blocking: Lüm Mobile uses a domain-based approach. This means we block traffic based on a list of known bad domains that have been identified by trusted cyber threat intelligence sources.  

Indicators Used: Domain names 

Application: Blocking is applied by default at the network level. This means: 

  • You do not need to opt-in 

  • You cannot opt-out 

This ensures that all customers have the same protection on our network. 

Transparency and Accountability 

We are committed to transparency and accountability in how we implement this framework. Our blocking practices follow the terms and conditions set out in CRTC Decision 2025-142, and we are subject to oversight by the CRTC. 

 

Filing a Complaint or Reporting a False Positive 

If you believe a website or service has been blocked in error (a “false positive”), or if you have concerns about over-blocking, you can contact us by submitting a support request in your myLüm account.  

Complaint Process: 

  1. Submit your complaint with as much detail as possible, including the URL you are trying to access and the date and time you attempted to access it. 

  2. Our technical support team will look into the issue. 

  3. We’ll let you know what we find and fix it if needed. 

Your Role in Cyber Security 

While Lüm Mobile is responsible for protecting our network, you are responsible for protecting your devices.  We recommend the following best practices: 

  • Install and regularly update antivirus and anti-malware software 

  • Keep your operating system and applications up to date 

  • Use strong, unique passwords and enable two-factor authentication where possible 

  • Secure your home Wi-Fi network 

  • Be cautious of suspicious emails, links, and downloads 

Updates to Blocking Mechanisms 

If Lüm Mobile implements a new blocking mechanism or modifies an existing one, we will update this disclosure at least 30 days in advance. This ensures you are always informed about how your service is being protected. 

Accessibility 

This page is designed to be accessible in accordance with the CRTC’s Accessibility Policy (Broadcasting and Telecom Regulatory Policy CRTC 2009-430 and 2009-430-1). If you require this information in an alternative format (e.g., large print, braille, audio), please contact our team by submitting a support request in your myLüm account. 

This disclosure is made in accordance with: 
Compliance and Enforcement and Telecom Decision CRTC 2025-142