How We Use Your Data

We take your privacy and data security seriously. This page explains, in clear terms, what information we collect, why we need it, and how we keep it safe.

• Name
• Address
• Email addresses
• Phone numbers

Account and billing details

• Customer or Deal Numbers (Park Holidays customers)
• Payment details (Direct Debit mandate)
• Billing history
• Credit notes or adjustments linked to your account

Service information

• Broadband package details
• Router/ONT serial numbers
• Usage allowance information (WiMax & Holiday Park services)
• Fault reports, speed tests, and diagnostic results
• Notes from our Service Desk, Specialist Team, or Customer Experience team

Technical data (for keeping your service running)

• Connection status
• Line performance (e.g., FTTC sync speed, WiMax signal readings)
• Modem/router session logs
• Successful/failed PPPoE login attempts

We do not collect or inspect the websites you visit, messages you send, or content you download.

2. Why We Collect Your Information

To provide and maintain your broadband service

We need your details to:

• Activate your connection
• Provide technical support
• Diagnose faults
• Monitor service performance
• Manage usage allowances (WiMax & Holiday Parks)

To manage your account

This includes:

• Sending bills and account notifications
• Updating your contact information
• Applying package changes
• Handling missed payments
• Processing cancellations
• Managing Direct Debit instructions

To keep your account secure

Your personal details help us verify your identity when you contact us, especially:

• Security Phrase (if added)
• Account Number
• Customer Number or Deal Number (Park Holidays)

To fulfil legal or contractual obligations

For example:

• Preventing fraudulent activity
• Working with Porting providers for telephone number transfers
• Providing data to regulators if legally required (rare)

3. Who We Share Your Data With

We only share data when absolutely necessary to deliver your service.

We may share limited information with:

• Network operators (Openreach, OFNL, CityFibre, etc.)
  For installation, faults, or engineering visits.

• Payment processors
  For Direct Debit setup and billing.

• Park Holidays customer care
  Only for guests purchasing Wi-Fi vouchers through their portal.

• Our suppliers
  For equipment delivery (e.g., routers, V-Smart units).

• Emergency services (VoIP only)
  Address details must be shared to route 999 calls.

We never sell your data to third parties for marketing.

4. How We Protect Your Data

We take several security measures to keep your information safe:

• Secure customer database with restricted staff access
• Encrypted systems where applicable
• Regular security checks
• Staff confidentiality and data-handling training
• Strict identity verification before discussing your account

Your security phrase, passwords, and Wi-Fi keys are stored securely and are never shared outside Vfast.

5. How Long We Keep Your Data

Different types of data are held for different periods, depending on:

• Legal requirements
• Regulatory guidelines
• Technical needs (e.g., number porting history)
• Financial record-keeping rules

If you cancel your service, essential billing and contract information is retained for compliance, but technical data and support logs are reduced or deleted in line with retention rules.

6. Your Rights

You have the right to:

• Request a copy of the data we hold
• Ask us to correct inaccurate information
• Request deletion of certain data (where legally possible)
• Opt out of non-essential communications

To make a request, contact:

• accounts@vfast.co.uk
• 01227 688901 or 0330 324 9811