ISP Complaints · Report Internet Problems
You came here to hit a button about your broadband. This page says exactly what gets written down when you do, and how to get rid of it.
One cookie, and only after you agree to logging:
| Name | Purpose | Life |
|---|---|---|
| ratr_sid | A signed, random session identifier so your presses attach to your own record, and so "download my data" and "erase everything" know which record is yours. HttpOnly, SameSite=Lax, Secure in production. It holds no personal details. | 180 days |
The site also uses your browser's local storage (not a cookie, never sent to us) to remember your privacy choice, your selected problem category, your sound setting and your own press tally, so the page looks right when you come back.
| Data | Why | Only if you agree to |
|---|---|---|
| Button press | The problem category, the provider you typed, and the time. This is the point of the site: it turns individual annoyance into a count of what is actually going wrong. | Complaint logging |
| Your IP address | Stored in full. It identifies which provider's network a complaint came from, groups complaints by area, and is the key that lets you delete your own data without an account. It is not shown to other visitors and is never used to contact you. | IP address and location |
| IP network prefix | The surrounding network (like 81.2.69.0/24), kept alongside the address so complaints can be grouped by provider even where the address has been erased. | IP address and location |
| Hashed IP address | Abuse and rate limiting. Salted and rotated daily, so it cannot be linked across days. Kept whenever a record exists, including when you decline the IP and location category. | Complaint logging |
| Country, region, city | Working out where an outage is concentrated. Derived from your IP address by your network's CDN headers or an offline lookup table — your address is not sent to any third party. | IP address and location |
| Approximate map position | Only if you press "Pin my approximate area" and then allow your browser's location prompt. Rounded to one decimal place — roughly an 11 km square — before it is sent, and rounded again when it is stored. | Approximate location + browser permission |
| Device family | Something like "Chrome on Android", to tell whether a problem is browser-specific. Never the full user-agent string. | Complaint logging |
| Messages you send us | Kept so a request cannot quietly go nowhere: what you wrote, the contact details you chose to leave, and a reference number. Linked to your record only if you already have one. Deleted once the request is handled and any legal window for it has passed. | — (you chose to send it) |
| Consent record | What you chose, when, and against which version of this notice. We are required to be able to show consent was given. | — |
Public charts on the front page show totals only, down to region level. Nobody else sees your IP address, your city, your record, or which presses were yours. We do not display your address back to you either: this page tells you what categories we hold, and lets you delete all of it, without ever reciting your address at you.
Why we keep the whole address rather than part of it. An IP address is personal data, and a truncated one would do for the charts. We keep it in full because it is what ties a complaint to a real network, tells a genuine regional outage apart from one person pressing repeatedly, and gives you a way to delete your own data with one click and no account. You can refuse it and still use the site, you can withdraw it later — which deletes the address immediately — and you can erase everything at any time.
Consent (UK GDPR / GDPR Article 6(1)(a) and the Privacy and Electronic Communications Regulations) for the cookie, the complaint log, your IP address and the location derived from it. Nothing is collected before you choose, and refusing costs you nothing — the button still works, with your presses kept in your own browser.
You can withdraw consent at any time from "Privacy choices" in the footer, and withdrawing is as easy as giving it. Withdrawing the IP and location category deletes the stored address and the location worked out from it, there and then. Withdrawing complaint logging stops future logging; to remove what is already stored, use "Erase everything" in the panel below, or the IP-based deletion beside it.
Complaint rows are deleted automatically after the retention period shown at the top of this page, and sessions with nothing attached are cleared at the same time. Consent records are kept as proof of consent.
The database is hosted on Neon (serverless Postgres). We do not sell, rent or share this data, and there are no advertising or analytics third parties on this site.
To ask us anything about your data, send the team a message — it goes into our queue with a reference you can quote, and we reply to whatever contact details you choose to leave.
There are two self-service routes, both further down this page, and both act immediately — no form, no identity check, no waiting period:
That route only ever acts on the connection the request physically comes from. We do not accept an address typed into a box, and we do not show you the one we hold: either would let someone check whether a stranger's address is in our database, or delete their complaints. If you complained from a connection you no longer have — a different home, an office, a phone network — send the team a message and we will deal with it by hand. We may ask for the rough dates and the provider you named so we can find the right records, and we will not ask for proof of identity beyond what is needed to be sure we are deleting your data and not someone else's.
Erasure is permanent and immediate: rows are deleted from the database, not flagged. Public totals fall by whatever you had contributed. We keep one line recording that an erasure happened, with no address, no identifier and nothing that points back at you.
Nothing is stored about you yet. Choose what to share on the complaint page and this fills in.
This works without a cookie and without an account: we match the records made from the connection you are using now and delete them — the address we hold, your complaint record, and your consent history. We do not show you the address, and we never accept one typed in: either would turn this page into a way of checking whether somebody else's address is in our database.
The public totals drop accordingly, and it cannot be undone. Complained from a connection you no longer have? Send the team a message and we will deal with it by hand.
For anything the buttons above cannot do: a request from a connection you no longer use, a correction, a question about what we hold, or an objection to us holding it. It goes straight into our queue and we reply to the contact details you choose to leave — leaving them is optional, and nothing else about you is attached unless you already have a record here.
If your browser sends Global Privacy Control or Do Not Track, every optional category starts switched off and stays off unless you turn it on yourself.
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