There are several charges that could cause your bill to be higher than usual. Here are a few common charges, and what they relate to.
Please note, exact charges may vary from those shown below.
Paper Billing charge
We charge £7.95 to receive a paper bill, but you can turn this off at any point and use online billing for free instead. By switching to online billing, you can download a copy of your invoice at any time from My Account.
Most of our customers do not receive a paper copy.
The same information and more is available online on My Account. Online billing also allows you to analyse your bill in more depth.
Early Termination Fees & Notice Period Fees
Leaving Daisy Before the End of the Contract Term
If you choose to leave Daisy before your contract has ended, including if your contract has automatically rolled for a further 12 months, you may be subject to Early Termination Fees (ETF). These fees are calculated as the remaining rentals for your contract term. Essentially, this means that you will be responsible for paying the remaining balance on your contract, as if you had stayed until the end of the term.
Leaving Daisy after your Minimum Contract Term
It's important to note that if your contract has already ended, there may still be costs for leaving Daisy before giving proper notice. The applicable notice period is up to 90 days, depending on your services and the size of your business, during which time you may be responsible for any monthly charges. You have the option to pay these charges as normal within your billing cycle, or you can pay them in a lump sum. Either way, the fees are based on your monthly charges.
Data Usage Charges
You will acquire data over-usage charges if you go outside of your agreed allowances.
For security reasons, we aren’t able to see what you used your data on, only the approximate time and dates when you have used it.
To prevent data usage charges, you can add alerts and bars on your My Account portal. To find out more about how to set up alerts, click here. More information on bars can be found here.
This will notify you when we receive information that you have reached your usage limit and you also have the option to bar the data until your allowance resets itself.
We also suggest that you turn off automatic updates for any apps that you may have, as this could potentially use your data without you knowing.
If you are on a mobile contract taken out from 1st October 2018 onwards, you will be eligible for a bill limit. For more information, click here.
In addition, if you are an Apple iPhone user, we also suggest turning off Wi-Fi Assist as this will use your mobile data when you have a low Wi-Fi signal and you may not be aware you are using it.
Out of Bundle Charges
Your bill may show charges for out of bundle usage. For line services, these may be calls that are not included in your plan, for example to non-geographical numbers.
Alternatively, you may have gone outside of your agreed allowance of minutes.
For mobile customers, the charges could be for calls, texts, MMS messages, data usage, or roaming charges. For information on out of bundle rates, click here.
For further details on out of bundle charges, you can analyse your bill on My Account to determine where the charges have originated. For help on how to do this, click here.
Fraud Guardian
Fraud Guardian was a free of charge service we offered to all of our customers for two months throughout November and December 2017.
We wrote to you on the 30th October 2017 with the benefits and pricing of the product and that it will become chargeable from the 1st January 2018.
If we discover fraudulent calls have been made from your phone line, without your knowledge or permission, Fraud Guardian will cover the cost of these calls.
Engineer Charges
There may be a charge on your invoice if we have sent out an engineer to fix a fault or make an improvement.
Examples of chargeable engineer visits include but aren't limited to:
The engineer could not locate a fault with your services
The engineer found a fault within your premises or with your equipment
Our minimum call out charges are (excluding VAT):
Openreach - £175.00 for the first hour, and then £90 per additional hour or part hour
Broadband/TTB Line/Special Faults Investigation - £220.00, this may vary depending on the extent of the work carried out.
Additionally, you may have been charged £125.00 excluding VAT if an engineer was not able to gain access to the property during the appointment.
Installation Charges
If you have noticed an installation or connection charge on your recent bill, you may be wondering what it means and where it came from.
Firstly, it's important to know that these charges are related to a recent order you made. Our suppliers sometimes experience delays in updating these charges, so they may not necessarily be for the most recent order you made.
If you haven't checked already, we highly recommend taking a look at your recent contract. This will provide details on any installation or connection charges that may have been agreed upon beforehand.
However, if you are still unsure about where the charge on your bill came from or believe that you should not have been charged for it, please don't hesitate to reach out to our Live Chat Customer Support team during our operating hours (Monday - Friday, 9am - 4:30pm excluding bank holidays). They will be more than happy to assist you with any further inquiries or clarifications.
Direct Debit Related Fees
If you choose to pay your bills through a method other than Direct Debit, such as via card payment, you will see a monthly charge for this on your invoice. If you cancel your Direct Debit with us, you may see a one-off charge on your invoice for doing so.