You are here: Home Useful Information FAQs

FAQs

Customer support FAQs

What is a CLI?

CLI stands for: Caller Line Identity, which is just a Telephone number.

What is Daisy’s notice period for Transfers and Cancellations?

As long as the telephone number which you wish to either cancel or transfer to another service provider is out of contract, Daisy require a 90 days notice (Please see the terms and conditions on the website Section: 5.1.3), this can be given by either contacting the Customer Service team directly on: 0845 450 4520 (some cancellation requests will always be required in writing so the Daisy Rep may ask you to send this to them directly). Or this can be sent in writing to our billing address:

Daisy Communications Ltd
Daisy House
Lindred Rd Industrial Estate
Nelson
Lancashire
BB9 5SR
Or via email to: This e-mail address is being protected from spambots. You need JavaScript enabled to view it .

Please note that Daisy cannot accept responsibility if your cancellation request isn’t received via Standard Mail unless this has been sent via recorded delivery and proof of delivery can be provided to Daisy. Please also ensure that you specify if you wish your service to be transferred (moving to another provider) or cancelled (if no longer required and needs to be completely ceased). If you are cancelling the service, please specify if you would like the service to be ceased: immediately, at the end of the 90 days or specify a date that you require this.

Can you tell me what my notice period is?

Your contract period will depend on your the individual contract, you should refer to your original contract where this should be detailed.

Why do I have to provide 90 days’ notice

The notice period depends on the terms of your contract but 90 days is our standard notice period and is outlined in our terms and conditions on the website.

What services do I have and what do I pay – depends on the individual, check your latest invoice, if your unsure what the services are call our customer service team who can explain the charges.

How do I arrange a refund if my invoice is a minus figure?

If your invoice amount appears as ‘CR£’ this has been produced as a credit note. In order for Daisy to pay this money back to you, you will need to contact our customer service team on: 0845 450 4520. If your account is already registered from Direct Debit then we can arrange to have the money placed back into the same account. If your account is not set-up for Direct Debit, please ensure you have your bank details to hand so that the Daisy Rep can arrange to have the money paid back to this account. Please be aware that Daisy can only issue credits via BAC payment and we will be unable to send cheques to you or take the credit value from the next invoice.

What is a Time Scale Related Charge?

These charges are figures which have been passed from BT Openreach to Daisy for charges incurred for a BT Openreach Engineer callout. These can be for installations or faults and include the initial callout fee as well as any possible charges which have been incurred for equipment or increased time-scale of the visit. The value has been worked out by BT and this has been charged to Daisy who then passes the charge to you. If you need to query these charges then please contact our customer service Team on: 0845 450 4520 and we will query the charge with BT on your behalf.

What is a Missed Engineer Charge?

These charges are figures which have been passed from BT Openreach to Daisy for charges incurred for a missed BT Openreach Engineer callout. The value has been worked out by BT and this has been charged to Daisy who then passes the charge to you. If you need to query these charges then please contact our customer service Team on: 0845 450 4520 and we will query the charge with BT on your behalf.

What is a Visit Weekday Assurance Charge?

These charges are figures which have been passed from BT Openreach to Daisy for charges incurred for a BT Openreach Engineer callout. These can be for installations or faults and include the initial callout fee as well as any possible charges which have been incurred for equipment or increased time-scale of the visit. The value has been worked out by BT and this has been charged to Daisy who then passes the charge to you. If you need to query these charges then please contact our customer service Team on: 0845 450 4520 and we will query the charge with BT on your behalf.

What is an Abort Visit Charge?

These charges are figures which have been passed from BT Openreach to Daisy for charges incurred for a missed BT Openreach Engineer callout. The value has been worked out by BT and this has been charged to Daisy who then passes the charge to you. If you need to query these charges then please contact our customer service Team on: 0845 450 4520 and we will query the charge with BT on your behalf.

Why don’t some calls have links from the ‘Bill Summary’ section?

There is only 6 months worth of data stored in this section - if a breakdown is required from before this date you will need to click the ‘Invoices’ tab at the top of the page. This will show you the invoice periods that you require, the excel spreadsheets (green box) will give you a breakdown of the calls and also services for these periods.

Why do some services appear as a minus figure?

Service charges which appear with a minus sign before the figure represent credit values which have been applied on your account. If your invoice is solely for credits then you will need to contact Daisy to arrange a Refund of the money back to you directly. If positive charges have been applied on the same invoice then the credit figure will be taken from this positive amount within the invoice.

What are one-off service charges?

One-off charges are services which are not billed on a regular basis. These can be things such as: Installation costs, Engineer Call-out Charges, Broadband Over-Usage/ Connection charges. Breakdowns of these charges can be seen on the ‘Service Summary’ section of your invoice.

What are recurring charges?

Recurring Charges are services which billed on a regular basis (monthly, quarterly or annually). These charges tend to be for: Line Rental, Broadband Charges, Maintenance Charges etc. For confirmation of what the charge is for, please see the ‘Service Summary’ section of your invoice.

What is an NGN?

NGN is an abbreviation for: Non-Geographic Number. These numbers begin with either 08, 03, 09 etc. Non-Geographic Numbers (NGNs) are telephone numbers available for private sale which, rather than being assigned to a particular telephone line or circuit, provide callers with a contact number which gives no indication as to the geographical location of the line.

What is a Sub account?

A sub-account is an account which bills under a different reference but on the same invoice. These tend to be for customers who have a number of sites and require a sub-account for each sites numbers but all the charges to appear on one invoice.

Why don’t I get a PDF attachment of my invoice with my e-mail anymore?

Many of our customers were experiencing problems with their e-mail notifications getting caught in SPAM filters, meaning a large percentage of customers never received their bills. This issue was predominately caused by the PDF attachment being present which has subsequently been removed. The removal of the PDF will also enhance security in the e-billing process.

Why do I have to download my bill?

Your latest invoice as well as all historic invoices are now stored on your Daisy e-billing portal, in order to view/print copies of your bills you will have to download them in either a PDF or CSV format direct to your computer.

Why do I not get a paper copy anymore?

Daisy e-billing is not only a great way to view and manage your monthly communication bills, but also helps us reduce the amount of paper and ink we use printing invoices. When you sign to Daisy e-billing you agree to a paper-free alternative to conventional invoicing, this in turn helps save on valuable resources and reduces our carbon footprint.

How much VAT do I pay?

In line with the government increase anything invoice on or after the 4th January will have been charged at the 20% VAT rate. This is subject to any further rate changes in the future.

What outstanding invoices do I have/what payments have been made

If you are registered for online billing you can simply log into your online account where you can view and download historical invoices. If your not already signed up to ebilling then call customer services or simply complete the online form to register.

Where do I find details of the terms and conditions.

A link to our terms and conditions information is contained at the bottom of the website.

What do I do if I have forgotten my password?

To reset your password go to https://myaccount.daisyplc.com/requestPasswordReset.aspx

Why have I been charged this service?

On some products Daisy offer trials, after the initial trial period if you do not wish to continue with the product then you must request for this to be cancelled.

What does my systems maintenance cover ?

You will find this on your copy of your original agreement if you no longer have a copy of what your maintenance covers, please do not hesitate to contact the Customer Service Department on 0845 450 4520

I am unable to log in, no box to enter username and password

To be able to access online billing your browser will need to be using Internet version 7, Firefox or Google Chrome.  To find out which version you are using goto Internet Explorer and click about this will give you the version number.

I'm not receiving an email which lets me know when my bill is online

If you do not receive an email to let you know your bill is ready and you have already registered for ebilling then please check your spam box and spam filter.


How do I download my invoice/ access the online billing system?

To download your invoice you need to access your online billing which can be found at http://www.daisygroupplc.com/customer-support/MyAccount  If you have Lines/Calls/NTS/Broadband/Hosting/Data with us then please use the ‘My Account’ Link, for your trying to access your Daisy mobile account please use the ’Mobile MyAccount Link’, Your username will always be the account number. If you cannot remember your password then please follow the ‘Reset Password’ instructions.   


What's a Special G6/G7 etc number on itemised billing?

These are outbound calls to 08 numbers for example 0844/0870/0845

Please can you explain the charges on my bill? 

We have a range of helpful guides on the Daisy website. They can be found here http://www.daisygroupplc.com/customer-support/helpful-guides 

Why have I been charged beyond the date my services moved to the new supplier? 

As per our terms and conditions daisy require 90 days’ notice prior to the end of an agreement. If you have not given sufficient notice or if you are still in contract then you may have been charged for the notice period or early termination fees. If you would like to discuss this with somebody in the team please call customer services on 0845 450 4520.

When does my contract expire? 

To discuss your contract terms please call the customer service team on 0845 450 4520. Alternatively you can email This e-mail address is being protected from spambots. You need JavaScript enabled to view it

What are the standard lead times?

 I think these are already on the internet website. Can you show me where as these would be different per product? I am awaiting provisioning to come back to me.

What will happens when the Openreach engineer comes to site?

The engineer will attend site between the times that you have been given by Daisy, the work that the engineer will do on site will vary depending on what line plant is already at site, more than likely they will run the line from the external part of the premises and you will need to inform the engineer where you want the line box installing.

What happens if I have missed my appointment?

If you have missed your appointment then we will have to book you a new appointment and this is subject to availability in your area. Also Openreach charge £85 for a missed appointment and this is something that is passed on to us and in return we will pass onto the customer.

When will we find out our appointment date?

Once the provisioning team at daisy have received an appointment date for you installation we will send correspondence and also telephone you to let you know the date and time of the appointment.  All appointments are subject to industry lead times, resource and the amount of work which is required to carry out the installation.

I am moving premises and would like to move the telephone line to my new property, can I retain my number?

You will be able to retain your number if the premises that you are moving to is in the same exchange area as your current location, if you are moving out of the exchange area then unfortunately this will not be possible. We will check your telephone line to see whether your number is retainable for you when we place the order and inform you either way whether you will be able to keep your telephone number. For more information please call us on 0845 450 4520.

I want to change product type but retain my current telephone number?

When we change the product type on your telephone line in the majority of cases this is perfectly possible to keep your telephone number, in a minority of cases if there is no equipment on the same section of the exchange to change the product type then Openreach may ask you to change the number, this is very rare and only applies to a minimal amount of orders.

When will I receive my router?

The router is despatched a few days before the installation date of your broadband service going live, if you have not received your router by the installation date then you will need to speak to our Broadband provisioning team on 0845 450 4525.

Can I request an exact time for my appointment?

Unfortunately, Openreach do not give specific times, they have two appointment slots per day an AM (between 8am and 1pm) and a PM (between 1pm and 6pm) you can request either one of these two time slots when you place the order with us.


end faq