Delete Your Account

This page explains how to request deletion of your Pine Media app account (net.pinemedia.app) and the personal data associated with it. You do not need to install the app to make a request — you can email us instead.

Account deletion is handled by our support team. Whichever route you use, we will be in touch within 48 hours of receiving your request.

1. How To Request Deletion

There are two ways to ask us to delete your account. Both reach the same support team and follow the same process.

Option A — In the app

  1. Open the Pine Media app and sign in.
  2. Go to Settings → Account.
  3. Tap Delete my account and confirm.

This raises a support request titled “Account Deletion Request” on your behalf. We will be in touch within 48 hours.

Option B — By email

Email support@pinemedia.net with the subject Account Deletion Request.

Please send the email from the email address on the account and include your name and service address, so we can locate the right account. We may need to verify your identity before we act on the request — this protects you from someone else deleting your account.

2. What We Delete

On a verified request we delete the personal data held for your app account, including:

  • Your app profile and sign-in details (name, email address, phone number, authentication tokens).
  • Your app preferences and saved settings.
  • Support conversations and chat history shown in the app.
  • Equipment and Wi‑Fi settings stored against your account (device names, Wi‑Fi network names, speed-test history).

3. What We Have To Keep, And Why

Deleting your app account does not delete records we are legally required to keep. Pine Media is a UK broadband provider, so some information must be retained after an account is closed to meet legal, tax, accounting and regulatory obligations. This mirrors section 7 (Data Retention) of our Privacy Policy:

  • 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.

Retained records are kept only to satisfy those obligations. They are not used to market to you.

If you still have an active broadband service with us, we cannot delete the data we need to provide and bill for that service while it is running. If you want to end your service as well, tell us in your request and we will explain the next steps — cancellation is governed by your Terms & Conditions.

4. How Long It Takes

We will respond to your request within 48 hours to confirm we have received it and to tell you what happens next, including anything we need in order to verify your identity.

5. Your Other Rights

Deletion is one of several rights you have under UK GDPR. You can also request a copy of your data, ask us to correct it, or object to certain processing. These are set out in section 9 (Your Rights) of our Privacy Policy, along with your right to complain to the UK Information Commissioner’s Office (ICO).

6. Contact

Last Updated: 14 July 2026