Privacy Policy

Last update – 24th August 2026
Next review – 31st January 2027

This Privacy Policy explains how Airbytes Communications Limited (“Airbytes”, “we”, “us” or “our”) collects, uses, shares and protects personal data in connection with our residential broadband services, and your rights under UK data protection law.

1. Who we are

Airbytes Communications Limited is the data controller for the personal data described in this Policy.

Registered address: Unit B, Brindley Close, Rushden, NN10 6EN

Company No. 13922857 | Data Protection Registration No. ZB531229

Email: [email protected]

Telephone: 0333 242 1516

2. The personal data we collect

Account and contract data

Name, residential address, email address, telephone number, date of birth (where relevant to eligibility), payment and billing details, and records of your Order, Contract and communications with us.

Technical and service data

Information relating to your Service, including IP addressing, connection and usage logs, equipment identifiers (such as router or ONT serial numbers), fault and diagnostic data, and CPE configuration and monitoring data collected through our provisioning and monitoring systems.

Support and complaints data

Records of calls, emails, chat messages and other communications with our support and complaints teams, including call recordings where notified to you at the time.

Website and cookies data

Information collected through our website, including via cookies and similar technologies, as described in our separate cookie notice on the website.

3. How we use your personal data and our legal basis

To provide, activate, maintain and bill the Service (performance of a contract).
To validate your Order with a Network Partner and arrange installation or migration (performance of a contract).
To manage payments, invoicing, arrears and debt recovery (performance of a contract; legitimate interests).
To provide customer support, investigate faults and respond to complaints (performance of a contract; legitimate interests).
To detect, investigate and prevent fraud, network abuse and security incidents (legitimate interests; legal obligation).
To comply with our legal and regulatory obligations, including to Ofcom and law enforcement bodies (legal obligation).
To send you service, billing and contractual communications, including price and term change notices (performance of a contract; legal obligation).
To send you marketing communications about our products, where you have consented or where permitted by law, and you can opt out at any time (consent; legitimate interests).
To improve our network, products and services, including through aggregated or anonymised analysis (legitimate interests).

4. Security

4.1 – You must:

4.1.1 – keep Your username and password secure (We will not disclose Your username and password to any third parties, but may change the username and password at any time for good reason);

4.1.2 – if requested use Your username and password when giving instructions (and We are authorised to comply with instructions containing Your username and password);

4.1.3 – take reasonable steps in respect of matters in Your control to minimize any risk of security breaches in connection with the Services and take responsibility for all users of the Services using your username and password;

4.1.4 – notify Us of any unauthorised access to Your account which You believe may affect the overall security of Our systems; and

4.1.5 – comply with Our security checks.

4. Who we share your data with

We share personal data, to the extent reasonably necessary, with:

Network Partners (such as OFNL, Openreach and CityFibre) to provision, install, migrate, maintain and repair your Service;
payment processors and our billing platform provider, to process payments and manage your account;
IT, hosting, monitoring and support service providers who process data on our behalf under contract;
credit reference and fraud prevention agencies, where relevant to eligibility or debt recovery;
Ofcom, the Communications Ombudsman, law enforcement and other public bodies, where we are legally required or permitted to do so;
a prospective buyer or successor of our business, in the event of a sale, merger or reorganisation.

We do not sell your personal data to third parties for their own marketing purposes.

5. International transfers

Where any of our service providers process personal data outside the UK, we ensure appropriate safeguards are in place, such as the UK’s International Data Transfer Agreement, an adequacy decision, or equivalent contractual protections.

6. How long we keep your data

We retain personal data for as long as necessary to provide the Service, for the duration of the Contract, and thereafter for a period necessary to comply with legal, accounting, tax and regulatory obligations (including Ofcom record-keeping requirements) or to establish, exercise or defend legal claims. Retention periods vary by data type and are reviewed periodically.

7. Your rights

Under UK data protection law, you have the right to:

access the personal data we hold about you;
have inaccurate data corrected;
have data erased in certain circumstances;
restrict or object to certain processing, including direct marketing;
receive certain data in a portable format;
withdraw consent at any time where processing is based on consent;
complain to the Information Commissioner’s Office (ICO) at ico.org.uk or on 0303 123 1113.

To exercise any of these rights, contact us using the details in section 1.

8. Security

We maintain appropriate technical and organisational measures to protect personal data against unauthorised access, loss, misuse or alteration, proportionate to the nature of the data and the risks involved.

9. Children

Our Service is intended for use by account holders aged 18 or over. We do not knowingly collect personal data directly from children.

10. Changes to this Policy

We may update this Policy from time to time. We will publish the current version on our website and, where changes are material, notify you in accordance with our Terms and Conditions.