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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, 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.

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.

Can you please 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 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 ?

For details of what you systems maintenance package covers, including response times please refer to your contract.   In general cover is applied to telephone systems, headsets and Phone and software updates.

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.

end faq