Pine Media logo Pine Media

Privacy Policy

This Privacy Policy explains how Pine Media ("we", "us", "our") collects, uses, stores and safeguards personal data relating to our broadband and associated services. It also describes choices and rights available to you.

If you do not agree with this policy, you may choose not to provide personal data; however some services may then be unavailable.

1. Data Controller

Pine Media is the data controller for personal data described herein. Where we act as a processor on behalf of a business customer, we process data strictly under their documented instructions.

2. Data We Collect

We collect the following categories of data (not all will always apply):

  • Identity & Contact: name, service address, installation address, email, phone, account identifiers.
  • Account & Contract: plan selections, service tiers, support ticket history, preferences.
  • Network & Usage: connection performance metrics (latency, throughput, packet loss), device (CPE) diagnostic logs, high-level traffic volume aggregates (never content of communications).
  • Billing: invoices, payment confirmations, partial card references or tokenised payment identifiers (never full card numbers if processed through PCI-compliant gateway).
  • Support Interactions: call notes, chat transcripts, email correspondence.
  • Technical: IP addresses, browser user agent (when accessing our site/portal), authentication events, error logs.
  • Marketing & Consent: newsletter opt-in status, campaign attribution (cookies / UTM parameters), suppression preferences.

We rely on the following UK GDPR legal bases (as applicable):

  • Contract: to provision and manage your broadband service.
  • Legitimate Interests: network security, fraud prevention, product improvement (balanced against your rights).
  • Legal Obligation: statutory retention, tax and accounting compliance.
  • Consent: for specific marketing communications or optional cookies where required.

4. How We Use Data

  • Provisioning, activating and maintaining connectivity services.
  • Diagnosing faults, monitoring performance, improving reliability.
  • Customer support, responding to enquiries and service requests.
  • Billing, payment processing, fraud detection.
  • Service development, analytics on aggregated/anonymised metrics.
  • Regulatory compliance and dispute resolution.
  • Sending service notifications or (with consent) marketing updates.

5. Sharing & Disclosure

We share personal data only when necessary and with appropriate safeguards:

  • Infrastructure & Network Partners: to provision last‑mile or backbone connectivity.
  • Payment Processors: secure handling of transactions and recurring billing.
  • Support & Operational Tools: ticketing, email delivery, error monitoring (data minimised where possible).
  • Professional Advisors: legal, auditors, compliance consultants.
  • Regulators / Law Enforcement: only when legally required and subject to verification.

We do not sell personal data.

6. International Transfers

Where data is transferred outside the UK or EEA, we implement appropriate safeguards (such as UK IDTA / EU SCCs and technical measures) to ensure an equivalent level of protection.

7. Data Retention

We retain personal data only for as long as required to fulfil the purposes described or to comply with legal/contractual obligations. Typical retention examples:

  • Billing & accounting records: minimum statutory period (usually 6 years in the UK).
  • Support tickets: active contract + defined archival period.
  • Technical logs: shortest practical window for security & diagnostics, then aggregated or anonymised.

8. Security Measures

We apply layered safeguards including network segmentation, access controls (principle of least privilege), encryption in transit, monitored infrastructure, regular patching and vulnerability management. No system is perfectly secure; we maintain and test incident response procedures.

9. Your Rights

Subject to applicable law you may have the right to:

  • Access a copy of your personal data.
  • Request correction of inaccurate or incomplete data.
  • Request deletion (where no overriding lawful basis applies).
  • Restrict or object to certain processing (including direct marketing).
  • Data portability (structured, commonly used, machine-readable format).
  • Withdraw consent (where processing is based on consent) without affecting prior lawful processing.
  • Lodge a complaint with the UK Information Commissioner’s Office (ICO).

To exercise rights contact us using the details below; we may need to verify identity.

10. Cookies & Similar Technologies

We use essential cookies required for site functionality and (subject to consent where required) optional analytics or performance cookies. You can adjust preferences through your browser or any on‑site consent tools we provide.

11. Contact

Questions or requests regarding this policy can be sent to our support team via the published contact channels or the registered office address. Please include sufficient detail to enable us to locate your account.

12. Updates To This Policy

We may update this policy to reflect legal, technical or operational changes. The “Last Updated” date will be revised and material changes may be communicated through appropriate notices.

Last Updated: 12 February 2026

This policy is provided for transparency and does not create additional contractual obligations beyond those in our Terms of Service.