Thinking of Leaving

If you’re thinking of moving your services to another provider, you will need either a PAC or STAC code. A PAC code allows you to keep your number when moving to a new provider, whereas a STAC code will allow you to move, but your new provider will give you a new mobile number. You can also request contract information.

• To get a PAC code, text PAC to 65075
• To get a STAC code, text STAC to 75075
• To get information on your contract, text INFO to 85075

You will usually receive your code within two days, as well as information about any Early Termination Fees (ETFs) for your tariff. You can also call our Mobile Loyalty team to request a PAC or STAC code by calling 03333 20 20 30 (Monday – Friday, 08:00 – 17:30, excluding Public Holidays). Alternatively, you can request a code through our My Account portal, available 24/7, 365 days a year.

ETFs are charged if you leave before your contract has expired. There may be further ETFs for other services such as hardware, shared allowances, bolt-ons or data top-ups. If you choose to leave Daisy midmonth, your service may be subject to pro-rata terms, resulting in reduced allowances and potential out of bundle charges. For these reasons, we would recommend speaking to our Loyalty team before switching.

You must give the code to your new provider, who will arrange the switch within one working day. Once the switch has completed, your service (excluding hardware and shared allowances) will be terminated and stop billing from that date. As Daisy Communications bill a month in advance, this may mean you will be credited on your next or final invoice.

Daisy is not responsible for any failure to switch. If your new provider does not initiate the switch, your services will continue to bill with Daisy.

PAC and STAC codes will expire after 30 days, at which point you will need to request a new code. If a code is not used, your services will continue to bill.

Please note in the event of wanting to port 24 or more connections, a notice period may be applied.

If you’re thinking of moving your service to another provider, you will need to speak to our Customer Loyalty team so that they can advise of any potential Early Termination Fees (ETFs) and ensure any non-migratable services are taken care of. If your services are out of contract, there may be an applicable notice period required. Certain services such as Leased Lines or Maintenance are non-migratable.

You can contact our Customer Loyalty team by calling 0800 980 2009 (Monday – Friday, 08:00 – 17:30, excluding Public Holidays). You can also speak to the team through Live Chat by clicking the chat box in the bottom corner of the website. If you’re contacting us out of working hours, you can fill in a form via Live Chat and the team will contact you ASAP.

In order to migrate our services to a new supplier, you must place the order with them and they will take the services from us. Please note that if the gaining provider does not take the services, they will remain with Daisy and you will continue to be billed for them. Once the switch has completed, your service will be terminated and stop billing from that date. As Daisy bills a month in advance, this may mean you will be credited on your next or final invoice. If you choose to migrate your services midmonth, your service may be subject to pro-rata terms, resulting in reduced call bundle allowances and potential out of bundle charges.

Please note, if you have both Line and Broadband with Daisy Communications and your new provider only requests to take over one of the services, the other will continue to bill with Daisy.

If you wish to migrate one service and cease the other, you will need to follow the steps in the next section, ‘Terminating Service’. This also applies to any services that are non-migratable such as Leased Lines or Maintenance. Services such as call bundles may continue to bill if you switch without speaking to Daisy.

If you wish to completely terminate your service, you will need to speak to our Mobile Loyalty team to discuss a cease date as well as any potential Early Termination Fees (ETFs). You can reach the team by calling 03333 20 20 30 (Monday – Friday, 08:00 – 17:30, excluding Public Holidays).

Terminating a line or service leaves it entirely inactive and a new installation charge may be incurred if this termination has been requested in error. This would also be subject to supplier timescales for the re-installation. Also, the previous service identifier such as a telephone number may be permanently lost.

If you choose to terminate your services mid-month, your service may be subject to pro-rata terms, resulting in reduced allowances and potential out of bundle charges.

As Daisy Communications bill a month in advance, this may mean you will be credited on your next or final invoice for any overpayment of services.

If you wish to completely terminate your services, you must request this in writing. Valid written notice can be provided either through the post or via email. You can find the correct email address for your dedicated customer service team at the top of your invoice. Notice will only be deemed valid if it:

• Comes from an authorised contact i.e. a Key Decision Maker or Contract Signatory
• Contains references or CLIs for all services you wish to cease
• Gives an exact date for the services to be ceased

Failure to include all of the above will deem the notice invalid and Daisy will not take any action to cease any services, meaning your services will continue to bill.

Terminating a line or service leaves it entirely inactive and a new installation charge may be incurred if this termination has been requested in error. This would also be subject to supplier timescales for the re-installation. Also, the previous service identifier such as a telephone number or IP address may be permanently lost.

For customers with accessibility issues and therefore unable to provide written notice, please contact your customer service team to progress.

After this, our Customer Loyalty team will contact you to finalise the cease as well as discuss any potential Early Termination Fees (ETFs) or notice periods required. If you wish to speak to the team, you can call 0800 980 2009 (Monday – Friday, 08:00 – 17:30, excluding Public Holidays). You can also speak to the team through Live Chat by clicking the chat box in the bottom corner of the website. If you’re contacting us out of working hours, you can fill in a form via Live Chat and the team will contact you ASAP.

As Daisy bills a month in advance, this may mean you will be credited on your next or final invoice for any overpayment of services.

If you choose to terminate your services mid-month, your service may be subject to pro-rata terms, resulting in reduced call bundle allowances and potential out of bundle charges.