Question 1

What speeds will I get with my Ultrafast service?

Accepted Answer

Choose between download bandwidth options of either 150 Mbps or 300 Mbps

Question 2

Is there a minimum contract term?

Accepted Answer

Yes our minimum term is 12 months but we also offer 24 or 36 month contracts on our Ultrafast services.

Question 3

I'm on ADSL or Superfast, how do I upgrade?

Accepted Answer

Contact us and we'll try and sort out your upgrade as soon as possible to get your business broadband connection up and running

Question 4

What if I experience an issue with my service?

Accepted Answer

Contact us! We've got a UK-based 24/7 faults team and a 24/7/365 customer services team.

Question 5

What is meant by download speed?

Accepted Answer

Download speed is the rate that information is received over your broadband line. For example, the time it takes to download software from the internet onto your computer is determined by the download speed available.

Question 6

What is meant by upload speed?

Accepted Answer

Upload speed is the rate that information is sent over your broadband line. For example, the time it takes to send high resolution images from your computer to another is determined by the upload speed available.

Question 7

How is broadband speed measured?

Accepted Answer

Broadband speed is measured in Megabits per Second (Mbps). Daisy always aim to get the best broadband speeds possible.

Question 8

What factors can affect broadband speed?

Accepted Answer

From time to time you may experience slow broadband speeds. This can be caused by a number of internal and external factors:

The length of the line from the exchange or from the Primary Connection Point (PCP) can cause some speeds to be slower than others
Not being connected directly to the master socket on the premises
Correct filters needing to be used on all sockets relating to the broadband line
A fault on the broadband line
A faulty router is being used
Connecting via WiFi rather than Ethernet
Number of people sharing the bandwidth internally
One-off, high-usage events such as Microsoft/Apple updates – a large number of people connecting at one time
Electrical interference from other devices in proximity to the connection
Peak time congestion – may experience slower speeds during the evening when more people are connected
The processing speed of your device, router or modem
The quality of the wiring inside your premises
Weather conditions

Question 9

How can I check if I am eligible for broadband?

Accepted Answer

https://daisycomms.co.uk/broadband-availability-checker/

Question 10

Is SD-WAN or MPLS better?

Accepted Answer

Before software-defined wide area networking (SD-WAN) came along, there was Multiprotocol Label Switching (MPLS), a protocol for efficient network traffic flow between two or more locations.

Question 11

Which connectivity is best for my business?

Accepted Answer

We are carrier agnostic so we can get you the best connection and price with DDoS protection included and firewall services available.

Question 12

A reliable connection to the internet is vital to my business, how can Daisy help?

Accepted Answer

There are a variety of technologies that provide connectivity to the internet and most businesses have a variety of options available to them. Fibre connectivity is available at over 90% of premises and is always recommended for both its faster speeds and reliability – giving you a better, more reliable experience. Superfast and Ultrafast Fibre Broadband are fantastic products that provide a cost effective solution typically suited to less than 50 users. Ethernet/Leased Line Fibre services provide a dedicated service for connecting to the internet with service guarantees, typically suited to more than 10 users. Daisy offer all these services through our business class network providing the highest quality, reliability at a price to suit you.

Question 13

Do Daisy have a speed guarantee?

Accepted Answer

Yes, in August 2019 we signed up to Ofcom’s new Voluntary Codes of Practice on Business Broadband Speed (VCoP) which means you’ll be given more realistic information about business broadband speeds, which will reflect peak times. As part of signing up to the VCoP we’ll also provide an estimated minimum guaranteed download speed, allowing customers to make confident, informed decisions before a sale.

Question 14

Will I need a new router if I switch to Daisy?

Accepted Answer

Yes you do but it’s nothing to worry about. With all our business broadband products, we’ll provide you with a free router and a static IP address.

Question 15

What speeds will I get with my ADSL service?

Accepted Answer

You'll get a download speed of up to 17 Mbps and upload speeds of up to 1 Mbps.

Question 16

Is there a minimum contract term?

Accepted Answer

Yes our minimum term is 12 months but we also offer 24 or 36 month contracts on our ADSL services.

Question 17

What if I experience an issue with my ADSL?

Accepted Answer

Contact us! We've got a UK-based 24/7 faults team and a 24/7/365 customer services team.

Question 18

When will Openreach start withdrawing services?

Accepted Answer

We’re one of only a handful of providers that are actively involved in industry planning meetings regarding the PSTN switch-off so, rest assured, we’ll keep all of our customers in the loop.

Openreach started trialling the withdrawal of services in two exchanges in September 2019, the first being in its Salisbury exchange, Wiltshire. There is a second site, the Mildenhall exchange, Bury St. Edmunds, which will also begin trial shortly.

Both sites are focused on a complete withdrawal of services by December 2022 with other exchanges not due to enter withdrawal until much closer to December 2025.

Question 19

PSTN Switch off: Will my broadband be impacted?

Accepted Answer

If you currently have a broadband service that is supported on a single line, your provider will be in touch to migrate this to an alternative single order broadband. This means that your broadband will move to a single service with no line rental. If you’re using your line for voice you will be offered a Voice Over Internet Protocol (VOIP) alternative. If you already have an ultrafast broadband or ethernet product and do not use any traditional voice services, you won’t see any changes as you’re already using new digital technology.

Question 20

PSTN Switch off: What happens in 2023?

Accepted Answer

From September 2023, Openreach will issue a full ‘Stop Sell’ of new supply and there will be no new line installation for Single PSTN Lines or ISDN. Consumer rights during this period will still be upheld so line transfers will be accepted, providing there is no change to the installation when the line moves from one provider to another.

Question 21

PSTN Switch off: What should I do now?

Accepted Answer

If you’re currently on an ISDN contract, you don’t need to do anything at the moment. But, be mindful that when your contract is up for renewal, you’ll probably need to switch to a hosted telephony solution. However, if you’re looking to upgrade and futureproof your business now, you’ll need to ensure you’ve got a business-grade broadband solution and you’ll need to assess your hosted telephony options to make sure you’re getting the most out of your services.

Question 22

PSTN Switch off: What happens in 2025?

Accepted Answer

Your provider will strive to migrate all PSTN services to alternative solutions before the December 2025 deadline. However, if services still remain on the PSTN network, then they will be withdrawn in December 2025. If any businesses or consumers have failed to switch to alternative telephony, they will ultimately be left without service.

Question 23

Who is affected by the 2025 switch off?

Accepted Answer

The 2025 switch-off will affect all businesses currently operating ISDN or PSTN and will likely have consequences for anyone still relying on fixed landlines for communication. If your business has Ethernet in the First Mile, Fibre Ethernet or FTTP services will not be impacted.

Question 24

PSTN Switch Off: What replacement products are available?

Accepted Answer

VoIP (Voice over Internet Protocol), is a phone system that allows you to make calls over the internet. This will replace traditional PBX telephone systems. A variety of products will also be released over the next few months that will provide businesses with a broadband equivalent without the analogue phone services they currently receive.

Question 25

Do VoIP calls keep dropping?

Accepted Answer

Some businesses probably adopted VoIP too early, when their broadband infrastructure wasn't ready for it. But, with the PSTN Switch Off coming up, infrastructure is more prepared to handle VoIP which is why customers are being encouraged to adopt it. Historically, when someone made a call using an ISDN line, that call was allocated a certain amount of bandwidth, usually around 64KB per second. However, with hosted VoIP, it allocates 100KB per second to your calls ensuring that the call quality is better – this is known as HD Call Quality which is better than the traditional CODEC used by ISDN or PSTN Telephony. What’s more, with Daisy Hosted Voice, your broadband will be segregated so that it can support your VoIP calls and ensure they’re better quality than what you’d receive with an ISDN line.

Question 26

Do we need to change our desk phones?

Accepted Answer

It depends on what desk phones you’re currently using. If you're currently using analogue handsets its worth upgrading your handsets to receive the full benefits an IP telephone would bring. However, older analogue devices can be connected to our VoIP solution, Daisy Hosted Voice (DHV), via an analogue terminal adapter (ATA). You actually don't need a handset at all as with DHV you can use it on a soft phone only.

Question 27

If we have a lot of data connections to our network from staff working from home, what happens to our calls if those connections take up most of the bandwidth?

Accepted Answer

Think of your business internet connection as a pipe. Emails, internet browsing and general data usage such as connecting to your network simply travels through the pipe at ease. When we introduce voice, we allocate a section of that pipe to VoIP and that’s how we can guarantee you bandwidth for the required number of concurrent calls at any given time. It doesn’t matter what’s going on within your network, or with your data, we’ll always allocate a section to your VoIP calls. Your VoIP calls will always take priority so you’ll always have the ability to make those calls.

Question 28

How is a changeover managed during the current pandemic situation and how long does it take to get up and running?

Accepted Answer

Like most businesses, we've changed the way we work including how we do installations but how long the changeover to VoIP will be depends on your environment.
If we can maintain social distancing then we will send engineers but we have already deployed a lot of our DHV systems remotely. We’ve managed to do that by speaking to the customers in detail to understand their current set-up and we’ve sent out the handsets already pre-programmed and then talked them through the changes.
The changeover process is something that can take up to six weeks but can also be completed within ten days. It depends on whether you’re looking to port numbers and what features you’re going to use.

Question 29

What is a softphone?

Accepted Answer

A softphone is a software application that’s installed on an internet-connected device and used to make phone calls. Usually, The softphone software is provided by your VoIP provider and is a user-friendly interface that functions much the same way a regular phone would.

Question 30

Do we still need a handset?

Accepted Answer

No, you don’t. If you want to go fully softphone, which would mean using the Collaborate tool, all you’d need would be a headset to plug into your laptop. Or, if you wanted to run that from a mobile or tablet device, you can do provided that your device has got a microphone and a speaker. We do find a lot of customers like the mix and match where they still would like a handset when they’re hot-desking or in a fixed office environment but also utilise the Collaborate tool when they’re working either remotely or from home.

Question 31

How does DHV integrate with third-party packages like Office 365?

Accepted Answer

It’s also got CRM integration so it will integrate with the vast majority of solutions straight off the shelf. Office 365 is one of the more generic ones but there’s a lot of packages within that. If you have any programme you would like to integrate with DHV, fill in our enquiry form and we’ll let you know if it’s something we can do and what work is required.

Question 32

How easy is it to switch between a desk phone and mobile?

Accepted Answer

If you are in the middle of a call and you’re taking the call on a desk phone but you need to go out, you can either key in a code onto your desk phone to switch onto your mobile seamlessly or you can use the Collaborate application on your mobile. At no point does the call need to go on hold and the person you’re speaking to won’t even realise the call has been handed from one device to the other. Both will seamlessly move the call from your deskphone to your mobile or tablet device, allowing you to move away from the office while still talking to your client without interruption.
It works the other way too so, if you’re coming into the office but you’d rather move the call to your desk phone from your mobile, you can do that as well.

Question 33

I want to carry out a desktop refresh but worry about the downtime during the deployment?

Accepted Answer

Daisy’s bespoke service for delivering desktop refresh via our world class logistics centre and bespoke desktop practice ensures a smooth deployment to your users. Starting with Proof of Concept to ensure that the deployment is managed in the right manner for your needs, means minimal downtime for your users. Leaving the users to do their day job.

Question 34

How do I choose the right technology platform for my business?

Accepted Answer

With so many new technologies and solutions, the rise of cloud computing and the convergence between IT and communications, it can be difficult to determine which products and solutions are worth the investment. In a competitive market that’s rapidly evolving, choosing and adopting new technology can be quite challenging.

Question 35

How long do I have to wait for a quote?

Accepted Answer

Simple quotes can be turned around within 2-4 hours, dependent on the vendor, technology and route to market.

Question 36

What’s the difference between Office 365 subscription plans and Office as a one-time purchase?

Accepted Answer

With Office 365 subscription plans you get the fully-installed Office applications: Word, Excel, PowerPoint, OneNote, Outlook, Publisher, and Access. You can install Office 365 across multiple devices, including PCs, Macs, tablets and mobile devices. When you have an active Office 365 subscription, you always have the most up-to-date version of the Office applications. Learn more about Office 365. Office as a one-time purchase includes applications such as Word, Excel, and PowerPoint for use on a single PC or Mac. The applications are not automatically updated; to get the latest version, you must purchase Office again when the new version becomes available.

Question 37

Do I retain control of my documents with an Office 365 subscription?

Accepted Answer

Yes. Documents that you have created belong only to you. You can choose to store them online on OneDrive or locally on your PC or Mac.

Question 38

Can people with an earlier version of Office open documents I created using Office 365 or Office 2016?

Accepted Answer

Yes. Office 2007, Office for Mac 2008, Office 2010, Office for Mac 2011, Office 365, Office 2013, and Office 2016 applications can open earlier versions of office documents without any additional action.

Question 39

Can I use my existing desktop phone with a VoIP phone system?

Accepted Answer

With Daisy Hosted Voice, you will need to upgrade to IP handsets which run over the internet. These are similar to traditional landline phones and we offer top of the range handsets from Polycom and Yealink.

With a VoIP phone system such as Daisy Hosted Voice, you are also able to re-route calls to a mobile or PC via the mobile app or online portal.

Question 40

How do I add or remove extensions on my VoIP phone system?

Accepted Answer

With a VoIP system such as Daisy Hosted Voice, it is easy to manage your users via the online portal. If you require changes such as adding or removing extensions you can simply do so online. There is no need for an engineers help and therefore no extra maintenance fees.

Question 41

How many extensions does Daisy Hosted Voice hold?

Accepted Answer

With Daisy Hosted Voice you can have from 5 to over 250 users on your phone system making it the perfect system for any sized business!

If you are a smaller business, we offer Daisy Hosted Voice Plug & Play, which holds up to 5 users.

Question 42

How secure is Daisy Hosted Voice?

Accepted Answer

As Daisy Hosted Voice and Daisy Hosted Voice Plug & Play is hosted in the cloud, it may not seem the most secure. However,the cloud encrypts the apps you use to access it to protect your data from hackers, and by storing your data in the cloud and not a physical system, you are protecting it against theft or damage.

Question 43

Is Daisy Hosted Voice easy to set up?

Accepted Answer

With Daisy Hosted Voice, you will need an engineer to come and install your system for you. The engineering visit comes with no extra charge and ensures your system is installed correctly.

 

With Daisy Hosted Voice Plug & Play there is no need for an engineer as the system is a lot smaller, it simply runs through a WiFi dongle so you can easily set it up yourself. There are video guides and written instructions available to help with the set-up.

Question 44

How reliable is a VoIP phone system?

Accepted Answer

It may sound strange having a phone system run over the internet, however, it's not much different to how your smart phone works. The reliability of the system relies on your internet connection, so if that's good, your phone system will work perfectly.

A VoIP system is also more reliable than a traditional system that runs over copper wires that are susceptible to damage and therefore faults.

Question 45

What is the PSTN and ISDN switch off?

Accepted Answer

The Public Switched Telephone Network (PSTN) has been in use in this country since 1876, so it’s understandably grown old and tired, and it’s becoming increasingly costly to maintain. Therefore, it needs replacing with new and modern technology, fit for the digital world we now live in. As a result, the PSTN will reach end of life in December 2025 and will cease operation after then. However, the PSTN supports several products from Openreach which are sold to businesses including Integrated Services Digital Network (ISDN) lines. Depending on the size of business you operate, you could have either ISDN2 or ISDN30 lines. However, at the end of December 2025, these fixed lines and services will be switched off and services withdrawn. Find out more about the switch off here.

Question 46

What are the key dates for the PSTN switch off?

Accepted Answer

November 2017 - BT Group announces its intentions to switch off the PSTN network in 2025.

Septemeber 2018 - Openreach commences workshops with service providers that responded to the initial consultation. Daisy were a part of this and continue to be involved.

Summer 2019 - New single order broadband products undergo an early marketing launch. The products will replace existing line rental and broadband offerings.

December 2019 - Six years until the switch off.

December 2020 - Five years until the switch off.

December 2023 - Customers cannot install a new line or increase the number of lines they have on ISDN or multi-line services

December 2025 - PSTN network is permanently switched off.

Question 47

PSTN Switch off: What do I do if I’ve got an ISDN line?

Accepted Answer

If you have an ISDN line you will need to consider new options for your business telephone communications such as VoIP (Voice over Internet Protocol). Telephone services no longer have to rely on the degrading copper infrastructure from the past and instead, services can be provided using VoIP where your data transmits over the internet However, for your new VoIP system to work, you’ll need a good quality internet connection so that your VoIP solution can run seamlessly. If you’ve currently got an ISDN line, you’ll have to upgrade your telephony before December 2025.

Question 48

When will Openreach start withdrawing services?

Accepted Answer

We’re one of only a handful of providers that are actively involved in industry planning meetings regarding the PSTN switch-off so, rest assured, we’ll keep all of our customers in the loop.

Openreach started trialling the withdrawal of services in two exchanges in September 2019, the first being in its Salisbury exchange, Wiltshire. There is a second site, the Mildenhall exchange, Bury St. Edmunds, which will also begin trial shortly.

Both sites are focused on a complete withdrawal of services by December 2022 with other exchanges not due to enter withdrawal until much closer to December 2025.

Question 49

PSTN Switch off: Will my broadband be impacted?

Accepted Answer

If you currently have a broadband service that is supported on a single line, your provider will be in touch to migrate this to an alternative single order broadband. This means that your broadband will move to a single service with no line rental. If you’re using your line for voice you will be offered a Voice Over Internet Protocol (VOIP) alternative. If you already have an ultrafast broadband or ethernet product and do not use any traditional voice services, you won’t see any changes as you’re already using new digital technology.

Question 50

PSTN Switch off: What happens in 2023?

Accepted Answer

From September 2023, Openreach will issue a full ‘Stop Sell’ of new supply and there will be no new line installation for Single PSTN Lines or ISDN. Consumer rights during this period will still be upheld so line transfers will be accepted, providing there is no change to the installation when the line moves from one provider to another.

Question 51

PSTN Switch off: What should I do now?

Accepted Answer

If you’re currently on an ISDN contract, you don’t need to do anything at the moment. But, be mindful that when your contract is up for renewal, you’ll probably need to switch to a hosted telephony solution. However, if you’re looking to upgrade and futureproof your business now, you’ll need to ensure you’ve got a business-grade broadband solution and you’ll need to assess your hosted telephony options to make sure you’re getting the most out of your services.

Question 52

PSTN Switch off: What happens in 2025?

Accepted Answer

Your provider will strive to migrate all PSTN services to alternative solutions before the December 2025 deadline. However, if services still remain on the PSTN network, then they will be withdrawn in December 2025. If any businesses or consumers have failed to switch to alternative telephony, they will ultimately be left without service.

Question 53

Who is affected by the 2025 switch off?

Accepted Answer

The 2025 switch-off will affect all businesses currently operating ISDN or PSTN and will likely have consequences for anyone still relying on fixed landlines for communication. If your business has Ethernet in the First Mile, Fibre Ethernet or FTTP services will not be impacted.

Question 54

PSTN Switch Off: What replacement products are available?

Accepted Answer

VoIP (Voice over Internet Protocol), is a phone system that allows you to make calls over the internet. This will replace traditional PBX telephone systems. A variety of products will also be released over the next few months that will provide businesses with a broadband equivalent without the analogue phone services they currently receive.

Question 55

What type of line do I need for my business?

Accepted Answer

The type of line you need would depend on the size and nature of your business, we recommend:

Single business lines – for sole traders and small businesses spending less than two hours a day on the phone
ISDN – for small businesses needing up to 30 concurrent calls
SIP Trunking – for businesses wanting to benefit from inclusive local and national calls within their rental price and future-proofing their business with VoIP

Question 56

What can I do to ensure I never miss a call?

Accepted Answer

We offer a number of services to overlay on top of your telephone line or SIP service to ensure you never miss a call. You could consider activating voicemail services, call forwarding to point your calls to your mobile, we can even bar calls from withheld number callers to ensure your lines are not tied up with nuisance calls.

Question 57

What can I do to make my business appeal to a wider market?

Accepted Answer

You could consider purchasing an 0800 or 03 non-geographic number which you can point to your local number, giving you a more professional, nationwide image. We can also provide services over the top of this number such as call queuing, Integrated Voice Response (IVR) and various other call distributing options to give you additional inbound call support.

Question 58

Should I choose ISDN or SIP?

Accepted Answer

While ISDN remains a supported, reliable and robust telephony solution, you are limited to local telephone numbers and if you are considering an installation, costs can be quite high in comparison to cloud hosted SIP products. Daisy can provide you with the right connectivity to support SIP telephone lines, enabling you to move to VoIP technology whilst still retaining all the features of ISDN.

Question 59

What resiliency do you offer on your telephone lines?

Accepted Answer

Whether you have chosen ISDN or SIP, we can ensure that no matter what happens, your lines are always available. For ISDN we recommend Site Assurance which has two options. Option 1, when invoked this will point all calls to another number. Option 2, which is more robust, allows you to have a standby ISDN circuit which you can activate on request.

Question 60

How can I monitor my call spend?

Accepted Answer

Using Daisy’s MyAccount portal you can set up alerts on numbers to monitor your spend.

Question 61

How can I protect my business against fraud?

Accepted Answer

You can choose to add Daisy Fraud Guardian, a service provided to monitor, alert and protect you against unnecessary financial exposure to telecoms fraud. Daisy receives call data records from its suppliers 24/7/365 at regular intervals throughout the day. The platform collects and imports this information and generates automated alerts which are analysed by our dedicated Fraud Team 24/7/365. In addition to call pattern analysis the team shall be entitled (but not obliged) to automatically suspend any line that reaches or exceeds a daily spend limit of £500, or any other daily spend limit for that line which may otherwise be specified on the order form.

Question 62

How can I reduce my lines and calls costs?

Accepted Answer

Daisy offers a number of products which can benefit you financially when purchased together. Move both your business lines and business mobiles to Daisy and benefit from free calls to your business mobiles with the Daisy Duo tariff. We also offer inclusive calls to local, national and UK mobiles* across our different telephony solutions.

Question 63

Why are there so many different products?

Accepted Answer

We like to offer our customers a choice so we offer multiple products. Some can be bundled and used together but you can easily just choose one. We cater for a wide range of business sizes in a number of sectors and, as a result, have products to suit every business need.

Question 64

I just want a simple phone line, can you help?

Accepted Answer

Of course! Head to our ISDN lines or Broadband and Phone Deals page but be mindful of the 2025 Switch Off which is on the horizon.

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