How We Handle Your Personal Data
We keep and use your personal data for various purposes. We handle your data so that we can:
- identify you as the account holder when you contact us
- see your account and contact history so that we can help you solve service problems
- bill you accurately for the services you use
- show you your account information and call history when you need it
- use the services in your control panel and buy equipment from us
- respond safely and quickly to emergency services requests (999 calls)
- comply with various data retention regulations - VAT records, Data Retention and Investigatory Powers Act, Data Protection Act etc
- aggregate your usage data from all our other customers so that we can plan our networks and guide strategic decisions about our services
- send you information about your payments and purchases, new products and services, service problems and so on
We will never share your personal data with any 3rd party without your specific consent. You cannot have given this consent without knowing that you have – there is no opt-out clause in our Terms and Conditions. You have opted into privacy by default.
There are two exceptions to this promise
- where we are obliged to give information about your account by Court Order, DRIPA request or other legal or emergency situation or obligation.
- where we pass information to our partners in order to fulfil a service for you such as deliver hardware to your address or port a number to or from another Service Provider.
What Data We Keep
We keep all the data that you give us when you sign up with us. This information is shown in your account and much of it can be changed by you at any time. These are things like your name, address, email, telephone number etc.
We store only the last 4 digits of your credit card so that you can identify which card you use to buy your services. We do NOT keep or even see your CVV security number
If you call us we will record the call so that we have a record of what has been said. Similarly, we keep a record of all contact with you via email and Live Chat.
When you make a phone call we collect information so that we can bill you and produce your itemised history for you – time of call, called number and duration. We keep similar records for texts.
We store sound files - voicemail greeting, music on hold and IVR prompts - you have given us to upload onto your service.
We keep the IP address that your phone uses to register to us and the type of device it is.
If you use our Broadband Service, we do not keep records of the websites you visit or the times and dates you visited them.
We keep records of the amount data you have used but not its content.
What Data We Don't Keep
We don't see and therefore do not store or use your credit/debit card security number (CVV).
We do not keep the content of any web sites browsed.
We do not record the content of your calls unless you press the ‘call record' button on your phone, use our call recording service, PA Service or call or receive a call from customer services.
Websites or the content you have viewed there.
We regularly delete stored voicemails.
Where We Keep Your Data – Security
The security of your personal data is a very major concern for us. We have legal obligations to keep it safe and handle it with care and the penalties for not doing so are very high. We store your personal data securely and it's backed up in two geographically separated locations so that it cannot be lost in the event of a catastrophic failure in our data centres or systems.
How Do I Delete Data?
You can change your personal information online by logging into your online control panel anytime. Because we have legal and commercial requirements to keep data you cannot delete all the information you have given us or the records we have made whilst using our service.
How Long Do You Keep My Data?
It varies depending on what it is and what we need it for. We'll normally keep everything for at least 1 year and some for 6 years or longer.
"a small piece of data sent from a website and stored on the user's computer by the user's web browser while the user is browsing. Cookies were designed to be a reliable mechanism for websites to remember information (such as items added in the shopping cart in an online store) or to record the user's browsing activity (including clicking particular buttons, logging in, or recording which pages were visited in the past). They can also be used to remember arbitrary pieces of information that the user previously entered into form fields such as names, addresses, passwords, and credit card numbers."
More Information Needed?
Please call us on 020 7043 5555. Or email us using the form on our Contact page.