Privacy: what you need to know
Here you'll find lots of detail on how we collect and use your personal information.
On this site, "we", "our" and "Wildanet" each mean Wildanet Limited.
We collect information about you when you buy or use our Internet services, or from other organisations such as credit agencies. We may share this information between us so we can provide the services you order and manage your account.
By using any of our services or visiting our websites you agree to our use of your personal information as set out here.
When you order internet services from us, we ask for your name, address, contact number, including mobile, and email address. We also ask for details on how you want to pay.
We'll use your contact details to tell you about changes to the service; for example if you choose to amend your service, or when there's a new technology (like voice over IP or cloud storage) available to you.
Unless you tell us not to, we may use this data, from time to time, to contact you to tell you about products or services we think you might be interested in. We might do this through the post, online, text message, via mobile or using push notifications via apps.
Read more about your choices on marketing.
We keep information about how you're using your internet service to help us understand and manage traffic flows on our network, improve our services and tell you about products you might be interested in. That includes IP addresses and other traffic data including websites you've visited. We may also use this information to provide you with certain services you ask us for - like parental controls on web access.
We are sometimes contacted by third parties who monitor illegal online file sharing on behalf of copyright holders. If we receive a claim that there has been illegal sharing on your internet service, we may use your IP address to notify you. But unless we are required to by law, we will not disclose your personal information to the copyright holder or any party acting on their behalf.
The law says we have to keep certain information about how you use our internet services for 12 months. This information may be used by law enforcement agencies to prevent and detect crime and to protect national security. (But we only disclose information to them when we have been lawfully requested to do so.) If we think there's been crime, fraud, misuse of, or damage to, our network, we'll use this information for our internal investigations and any subsequent prosecution(s). We will also provide it in reply to other lawful requests for information such as about illegal online file sharing.
When you first log on to use your internet service from Wildanet you will be shown a screen asking if you want to activate parental controls or not. We keep a record of whether or not you have activated parental controls and will continue to offer them to you each time you log in if you ignore the request. The only data we will capture is whether or not you have activated parental controls and the level of filtering you have selected. We give numbers of activations to the Government and keep an aggregated and anonymous report of the sites which are blocked. We also record high level user behaviour, such as the number of times there has been an error in how the controls have worked, but we will not record the sites blocked against you.
We give numbers of activations to the Government and keep an aggregated and anonymous report of the sites which are blocked. We also record high level user behaviour, such as the number of times there has been an error using the controls, but we will not record the sites blocked against you.
For more information please refer to our Internet terms and conditions which cover parental controls.
We may also take steps in our network to protect you from threats from malicious domains which may attempt to infect your machine with malware associated with criminal threats. For more information please refer to our Internet terms and conditions.
Credit Checks, Fraud Prevention and Debt Recovery
When you order or buy something from us, we might have to do a credit check. That means looking into your records with credit reference agencies (like Experian or Equifax), the Interactive Media in Retail Group (IMRG) security alert, or fraud prevention agencies. When they get a search from us, a 'footprint' goes on your file which other organisations might see.
We might keep personal information we find out about you - but we have a strict policy for how we look after it and keep it safe. We also keep the results of the searches we do with credit agencies so we don't have to do another search if you buy something new from us in the future. But we only keep your credit data for a reasonable amount of time. We'll also do checks to confirm your identity when you want a new phone line. That's to help protect you from identity theft and fraud, and to prevent and detect crime or money laundering. And once in a while we might run more checks with CRAs and fraud prevention agencies (FPAs) to keep your account with us up to date.
If false or inaccurate information is provided and identified as fraud, the details will be passed to FPAs such as Cifas. This information may also be shared with law enforcement agencies.
We may also share the information with other organisations. This information may be used to prevent fraud and money laundering, for example, when:
- Checking applications for credit and credit related and other facilities.
- Managing credit and credit related accounts or facilities.
- Recovering debt.
- Checking insurance proposals and claims
- Checking job applications and employees.
If you tell us you've got a spouse or financial associate, we'll link your records together - so you must make sure you have their agreement to disclose information about them. CRAs also link your records together and these links will stay on your and their files - unless you or your partner successfully files for a disassociation with the CRAs to sever that link.
We send CRAs information on applications, and they hold onto that. We may also give them details of your accounts and bills, including how you manage them. That includes telling them about your account balances, what you pay us and when you miss a payment (going back in the past, too). If you don't pay your bills on time, CRAs will record that. They, or a fraud prevention agency, might tell others doing similar checks - including organisations trying to trace you or recover money you owe them.
There are a few different CRAs in the UK, and each one might have different information on you. If you want to find out what information they have on you, they'll charge you a small statutory fee.
- Callcredit, Consumer Services Team, PO Box 491, Leeds, LS3 1WZ or 0870 0601414 or callcredit.co.uk.
- Equifax, Credit File Advice Centre, PO Box1140, Bradford, BD1 5US or 0844 3350550 or equifax.co.uk.
- Experian, Consumer Help Service, PO Box 8000, Nottingham NG80 7WF or 0844 4818000 or experian.co.uk.
If you continue to not pay your bills we may sell the unpaid debt to debt recovery agencies. To enable the agency to recover the debt, we will provide them with information about you (such as your name, address and contact information) and your account (such as the amount of the debt).
If you want to receive details of the relevant FPAs, please write to us at:
Goonhilly Earth Station
Disclosure and sharing data
We sometimes use other companies to provide some of our services or to provide services to us. To do that, they may need to process your personal information. When we do, they have to follow our instructions and comply with the Data Protection Act 1998.
We might transfer your personal information to places outside the European Economic Area and store it there, where our (or our suppliers') people might process it. If that happens, we require them to apply the same security standards as when we process your information in the UK. Along with other organisations, we and other organisations may access and use the information recorded by the FPAs in other countries outside the UK.
Wildanet sometimes receives information requests from law enforcement agencies about its customers for the purposes of preventing and detecting crime, prosecuting offenders, and protecting national security. Wildanet complies with those requests that are lawful.
We also provide information when the law says we have to such as in response to a court order.
Monitoring and Recording communications
We may monitor and record our communications with you, including e-mails and phone conversations. Information which we collect may then be used for training purposes, quality assurance, to record details about the products and services you order from us or ask us about, and in order to meet our legal and regulatory obligations generally.
Accessing your information
We want to make sure that any data we hold on you is up to date. So if you think your personal information is inaccurate, you can ask us to correct or remove it.
Under the Data Protection Act 1998 individuals have the right to know what information we hold on them. If you'd like a copy of some or all of your personal information, write to us at:
Goonhilly Earth Station
We charge £10 for requests for personal information - so please enclose a cheque made out to Wildanet Limited with your request.
Unless you tell us not to, we will tell you about Wildanet products and services we think you might be interested in. We might do this through the post, emails, text message, online, mobile or using push notifications via apps. We may share your data with third data parties so we can make these messages more relevant to your interests.
We won't send you marketing messages if you tell us not to but we will still need to send you service-related messages. You can opt out of getting marketing messages at any time. You can tell us in lots of ways:
- When we call you as part of a telemarketing campaign, you can tell us if you don't want to receive any more marketing calls.
- When we email you, you can use the link in it to opt out of marketing emails.
- When we text you, you can text back to tell us to stop further SMS marketing.
- Change the cookie settings we hold for you on Wildanet.com so you don't receive targeted advertising online.
If you want to opt out of postal marketing, or marketing messages all together, you can call us on 0800 0699906.