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Privacy Policy

Please read the policy carefully as it applies to the products and services we provide.

 

It also applies even if you’re not one of our customers and you interact with us, such as by:

 

·         Using one of our products or services – paid for by someone else

·         Taking part in a survey

·         Calling our helpdesk

·         Generally enquiring about our services

 

If you need to give us personal information about someone else in relation to our products and services, the privacy policy will also apply. And if we need the permission of the other person to use that information, we’ll ask you to check they are OK with this.

 

What’s not included?

This policy doesn’t apply to information about our employees or shareholders.  It also doesn’t cover other companies or organisations (which advertise our products and services and use cookies, tags and other technology) collecting and using your personal information to offer relevant online advertisements to you. 

You can link to other organisations’ websites, apps, products, services and social media from our websites. This privacy policy doesn’t apply to how those other organisations use your personal information.

You should review their privacy policies before giving them your personal information.  

 

Accessing and updating how we use your information

We want to make sure that any personal information we hold about you is up to date. So, if you think your personal information is inaccurate, you can ask us to correct or remove it at no charge to you. Please contact our Customer Services team on numbers below to do this.

 

Under the Data Protection Act 2018, you have a right to know what personal information we hold about you. If you’d like a copy of the information you are entitled to please write to Customer Services Team, Pure Broadband, 364 Anlaby Road, Hull, HU3 6NS, clearly identifying yourself and the information you require. We will ask you to provide identification to ensure we do not disclose your information to the wrong people.

 

You can always tell us that you do not wish to receive direct marketing communications from Pure Broadband. But remember, if you do not want us to get in touch, you may miss out on valuable and existing offers. If you would prefer not to receive direct marketing communications from us, simply let us know at any time by contacting us as below or by following the opt out instructions in the relevant communication. Please note that this will not stop you from receiving service message from us.

 

Please call Customer Services on 01482 778838.

 

Please not that it may take up to 96 hours to process your opt out request.

 

What kinds of personal information do we collect and how do we use it?

The personal information we collect depends on the products and services you have and how you use them. We’ve explained the different ways we use your personal information below:

 

To provide you with products and services

We’ll use your personal information to provide you with products and services. This applies when you register for or buy a product or service from us.

 

This means we’ll:

 

·         Record details about the products and services you use or order from us

·         Send you product or service-information messages (we’ll send you messages to confirm your order and tell you about any changes that might affect your service, like when we have infrastructure work planned or need to fix something)

·         Update you on when we’ll deliver, connect or install your products and services

·         Charge you and make sure your payment reaches us

·         Give information to someone else (if we need to for the product or service you’ve ordered) or to another communications provider if you’re buying some services from them and us (if we do this, we still control your personal information and we have strict controls in place to make sure it’s properly protected); and

·         Support you more if you are a vulnerable customer

 

We use the following to provide products and services and manage your account:

 

·         Your contact details and other information to confirm your identity and your communications with us. This includes your name, gender, address, phone number, email address, passwords and credentials (such as the security questions and answers we have on your account)

·         Your payment and financial information

·         Your communications with us, including emails, texts, Facebook and phone calls. We’ll also keep records of any settings or communication preferences you choose

·         Information from cookies placed on your connected devices that we need so we can provide a service.

We use this information to carry out our contract (or to prepare a contract) and provide products or services to you. If you don’t give us the correct information or ask us to delete it, we might not be able to provide you with the product or service you ordered from us.

 

If you have a disability or otherwise need support, we’ll note that you are a vulnerable customer, but only if you give your permission or if we have to for legal or regulatory reasons. For example, if you told us about a disability we need to be aware of when we deliver our services to you, we have to record that information so we don’t repeatedly ask you about it. We will also record the details of a Power of Attorney we have been asked to log against your account.

 

Because it is in our interests as a business to use your information

We’ll use your personal information if we consider it is in our legitimate business interests so that we can operate as an efficient and effective business. We use your information to:

 

·         Identify, and let you know about, products and services that interest you

·         Detect and prevent fraud; and

·         Secure and protect our network

 

To market to you and to identify products and services that interest you

We’ll use your personal information to send you direct marketing and to better identify products and services that interest you. We do that if you’re one of our customers or if you’ve been in touch with us another way.

 

This means we’ll:

 

·         Create a profile about you to better understand you as a customer and tailor the communications we send you (including our marketing messages);

·         Tell you about other products and services you might be interested in;

·         Recommend better ways to manage what you spend with us, like suggesting a more suitable product based on what you use; and

·         Try to identify products and services you’re interested in

 

To develop our business and build a better understanding of what our customers want

This means we’ll:

 

·         Maintain, develop and test our network (including managing the traffic on our network), products and services, to provide you with a better service

·         Train our people and suppliers to provide you with products and services (but we make the information anonymous beforehand wherever possible)

 

We use the following information to do this:

 

·         Your contact details

·         Your payment and financial information

·         Your communications with us, including emails, webchats and phone calls (and any recordings made)

·         Information from cookies placed on your connected devices

·         Details of the products and services you’ve bought and how you use them – including your call, browser (including IP address and static IP address, if it applies)

 

If we use this information for market research, training, testing, development purposes or to create a profile about you, we do so because it is in our legitimate business interests of running an efficient and effective business which can adapt to meet our customers’ needs.

 

To collect debt

If you don’t pay your bills, we might ask a debt-recover agency to collect what you owe. We’ll give them information about you (such as your contact details) and your account (the amount of the debt) and may choose to sell the debt to another Organisation to allow us to receive the amount due.

 

To prevent and detect crime

 

We’ll use your personal information to help prevent and detect crime and fraud. We’ll also use it to prevent and detect criminal attacks on our network or against your equipment. We monitor traffic over our network, track malware and cyber-attacks.

 

To do that we use the following information, but only where strictly necessary:

 

·         Your contact details and other information to confirm your identity and communications to us. This includes your name, gender, address, phone number, email address, passwords and credentials (for example, security questions).

·         Your payment and financial information

·         Information from credit reference and fraud prevention agencies

·         Details of the products and services you’ve bought and how to use them

·         CCTV footage in our shops and buildings

 

We use this personal information because we have a legitimate interest in protecting our network and business from attacks and to prevent and detect crime and fraud. We also share with other organisations (such as other communications providers) who have the same legitimate interests. Doing this helps make sure our network works property and helps protect you from attacks.

 

To meet our legal and regulatory obligations

We might have to release personal information about you to meet our legal and regulatory obligations.

 

To law enforcement agencies

Under investigatory powers legislation, we might have to share personal information about to government and law-enforcement agencies, such as the police, to help detect and stop crime, prosecute offenders and protect national security.

 

They might ask for the following details:

 

·         Your contact details. This includes your name, gender, address, phone number, date of birth, email address, passwords and credentials (such as your security questions and answers) needed to confirm your identity and your communications with us

·         Your communications with us, such as calls, emails and webchats

·         Your payment and financial information

·         Details of the products and services you’ve bought and how you use them

 

The balance between privacy and investigatory powers is challenging. We share your personal information when the law says we have to, but we have strong oversight of what we do and get expert advice to make sure we’re doing the right thing to protect your right to privacy.

 

We’ll also share personal information about you where we have to legally share it with another person. That might be when a law says we have to share that information or because of a court order.

 

In limited circumstances, we may also share your information with other public authorities, even if we do not have to. However, we would need to be satisfied that a request for information is lawful and proportionate (in other words, appropriate to the request). And we would need appropriate assurances about security and how the information is used and how long it is kept.

 

For regulatory reasons

We’ll also use your call and browser (including IP address) to find the best way of routing your communications through the various parts of our network, equipment and systems as required by our regulator.

 

Contact Us

Visit: 364 Anlaby Road, Hull, HU3 6NS
(Mon-Fri: 09:00 - 16:30; Sat: 09:00 - 13:00)

Phone: 01482 778838

Email: info@purebroadband.net

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