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Daisy Distribution

Partner Process Guide

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Contents

O2 Retentions & Funding Request.......................................................................................................................... 4 O2 Credit Checks .................................................................................................................................................... 4 O2 New Connection / Port ...................................................................................................................................... 6 O2 Banding / Account Information & End Dates ..................................................................................................... 7 O2 Resigns ............................................................................................................................................................. 8 O2 Landline ............................................................................................................................................................. 9 O2 Bolt On Change Request (VAS) ...................................................................................................................... 10 O2 Sim Swap ........................................................................................................................................................ 11 O2 Transfer of Ownership ..................................................................................................................................... 11 O2 Account Changes ............................................................................................................................................ 12 O2 Query .............................................................................................................................................................. 13 O2 Disconnection / PAC Request ......................................................................................................................... 13 Orange Credit Checks ........................................................................................................................................... 15 Orange New Connection / Port ............................................................................................................................. 15 Orange Fulfillment New (Including iPhone for non approved) ............................................................................... 17 Orange Banding / Upgrade Eligibility & End Dates ............................................................................................... 18 Orange Upgrades .................................................................................................................................................. 18 Orange Fulfillment Upgrades (Including iPhone for non approved) ...................................................................... 19 Orange Sim Swap ................................................................................................................................................. 20 Orange Account Changes ..................................................................................................................................... 20 Orange Query ....................................................................................................................................................... 21 Orange In Life Change .......................................................................................................................................... 21 Orange Disconnection ........................................................................................................................................... 22 Vodafone VPS Retentions & Funding Request ..................................................................................................... 23 Vodafone VPS Credit Checks ............................................................................................................................... 23 Vodafone VPS New Connection / Port .................................................................................................................. 24 Vodafone VPS Banding / Upgrade Eligibility & Commitment End Dates ............................................................... 25 Vodafone VPS Upgrades ...................................................................................................................................... 26 Vodafone One Net Express Connections .............................................................................................................. 27 Vodafone VPS One Net Express Tariff Migration Process .................................................................................... 28 Vodafone VPS Bolt-ons (VAS) .............................................................................................................................. 29 Vodafone Sim Swap .............................................................................................................................................. 30 Vodafone VPS Transfer of Ownership .................................................................................................................. 30 Vodafone VPS Third Party / Managed Access ...................................................................................................... 31 Vodafone VPS Account Changes ......................................................................................................................... 32 Vodafone VPS Query / Complaint ......................................................................................................................... 32 Vodafone VPS Tariff Analysis ............................................................................................................................... 33 Vodafone VPS Disconnection (includes 14 day) ................................................................................................... 33 Vodafone Zygo Retentions & Funding Request .................................................................................................... 34 Vodafone Zygo Credit Checks .............................................................................................................................. 35 Vodafone Zygo New Connection / Port ................................................................................................................. 36 Vodafone Zygo Banding / Upgrade Eligibility & End Dates ................................................................................... 37 Vodafone Zygo Upgrades ..................................................................................................................................... 37 Vodafone Zygo Account Changes......................................................................................................................... 39 Vodafone Zygo Bolt-ons (VAS) ............................................................................................................................. 39 Vodafone Zygo Sim Swap ..................................................................................................................................... 40 Vodafone Zygo Change of Dealer Base ................................................................................................................ 40 Vodafone Zygo Change of Ownership .................................................................................................................. 41 Vodafone Zygo Query ........................................................................................................................................... 41 Vodafone Zygo Disconnection .............................................................................................................................. 42 T-Mobile Credit Checks ......................................................................................................................................... 43 T-Mobile Stock Ordering ....................................................................................................................................... 44 T-Mobile New Connection / Port - Via Webreg..................................................................................................... 44 T-Mobile New Connection / Port - Daisy Distribution ........................................................................................... 45 T-Mobile Banding / Upgrade Eligibility Check ....................................................................................................... 46 T-Mobile Resigns / Upgrades ................................................................................................................................ 46 T-Mobile Sim Swap ............................................................................................................................................... 47 T-Mobile Account Changes ................................................................................................................................... 48 T-Mobile / PAC Request ....................................................................................................................................... 49

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EE Small Business Account Changes ................................................................................................................... 51 EE Small Business Banding / Upgrade Eligibility Check ....................................................................................... 51 EE Small Business Disconneciton / PAC .............................................................................................................. 51 EE Small Business New Connection / Port - Daisy Distribution ........................................................................... 52 EE Small Business Resigns / Upgrades ............................................................................................................... 53 EE Small Business iPhone for non-approved partners ......................................................................................... 53 EE Small Business Credit Checks ........................................................................................................................ 55 EE Small Business Migration from Orange ........................................................................................................... 56 EE Small Business Migration from T-Mobile ......................................................................................................... 57 EE Corporate Account Changes & Third Party Access Authorisation 58 EE Corporate Banding Check 58 EE Corporate Credit Check 58 EE Corporate Disconnections 59 EE Corporate New Connections & Ports 60 EE Corporate Query 61 EE Corporate Upgrades Process 62 EE Corporate iPhone for non-approved partners 63 EE Corporate Migration from Orange 64 EE Corporate Migration from T-Mobile 65

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O2 Retentions & Funding Request

Step Process 1 To request bespoke tariff/bolt ons or an additional funding request onto a customer account for new

connections or resigns, go to InTouch , select Add Job, then O2 and ‘Retentions & Funding’ job If customer details cannot be found a ‘NEW CUSTOMER’ will need to be created ensuring all sections marked with a red star * are completed.

2 State full tariff and /or bolt on request changes and/or funding request details in the Description field on

the ‘JOB DETAILS’ tab. The completed Retentions & Funding Form needs to be attached to the FILES tab for processing, please see the DPP, Knowledge Bank, Information & Forms, O2 Submit Job. InTouch will move your request to the ‘Open Job’ tab and a status update will be emailed showing the job number and the status will change to ‘Pending’.

3 Daisy Distribution will then process your request with the network and the status will change to ‘Awaiting

Network’. Go to Step 5

4 If Daisy Distribution requires additional information to process the request, the job status will be changed

to ‘Awaiting Dealer’ and InTouch will send an automated email stating change and required information. To respond, go to InTouch and ‘Open Jobs’, click on job to open, go to notes section and enter a response then select ‘Add Note’. This will send a response back to Daisy Distribution to action, changing the status to ‘Pending’. Daisy Distribution will then process your request with the network and the status will change to ‘Awaiting Network’.

6 Once the request has been confirmed by the Network, Daisy Distribution will change the job to

‘Complete’ and the status update will confirm the details, please ensure you add the job number of this approval to your new/port/resign request This information and a full audit trail can be found in the ‘Completed Jobs’ tab under ‘Notes’ or ‘Job History’.

O2 Credit Checks

Step Process 1 Go to InTouch, ‘Add Job’, network and create a ‘Credit Check’ job.

If customer details cannot be found a NEW CUSTOMER will need to be created and you must complete all sections marked with a red asterisk * Please include bank details when credit checking a brand new customer to the network.

2 Go to ‘Job Details’ tab, enter number of lines to credit check, state in the description field if this is an

existing or new customer, providing existing account number and / or mobile phone number. 3 Go to ‘Contact Details’ tab.

All credit checks must have a contact. For Sole Traders or Partnerships state the owner / partner, for limited companies state a Director. Ensure the ‘Set as Selected’ contact tick box is ticked after entering contact details.

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You can at this point also add the CSI contact.

4 Go to ‘Credit Check’ tab – select Highest Tariff from drop down selection.

Select Payment Method and select if it is a Port or New Connection. 5 Go to ‘Files’ tab and attach a purchase order if available.

Please note 7+ checks must be accompanied by a purchase order dated within the last 30 days. (see latest ‘Pulse’ pack for up to date proof requirements), Submit Job InTouch will move your request to the ‘Open Job’ tab and status update will be emailed showing the job number and the status will change to ‘Pending’. Daisy Distribution will process your request and the status will change to ‘Awaiting Network’.

6 If Daisy Distribution require additional information, the job status will be changed to ‘Awaiting

Dealer’ and InTouch will send an automated email stating change and required information. To respond, go to InTouch and ‘Open Jobs’, click on job to open, go to notes section and complete response then select ‘Add Note’. This will send a response back to Daisy Distribution to action and change the status will show as ‘Pending’. Daisy Distribution will process your request and the status will change to ‘Awaiting Network’.

7 Once details have been confirmed by the Network, Daisy Distribution will add details and change

job status to Complete which will send a status update via email confirming the request has been actioned. This information and a full audit trail can be found in the ‘Completed Jobs’ tab under ‘Notes’ or ‘Job History’. Please note if the credit check passes you can convert the job into a new connection or port job through the Convert button on your InTouch home page.

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O2 New Connection / Port

Step Process 1 If the Credit Check has been processed via InTouch open InTouch and select the ‘Convert Job’ option

on the InTouch Homepage. Choose the relevant job from the drop down selection and select ‘Convert’. Choose a ‘New Connection’ or ‘Port’ job. Alternatively select ‘Add Job’, select network and create a ‘New Connection’ or ‘Port’ job. If customer details cannot be found a NEW CUSTOMER will need to be created and you must complete all sections marked with a red asterisk *

2 Go to ‘Job Details’ tab, enter the number of lines you wish to connect, state in the description field

exactly what is required, with any special instructions and advise if paying by direct debit. BCAD references (if applicable) must be stated in the Description field.

3 Go to ‘Files’ tab and attach an electronic copy of the purchase order and any other proofs / contracts

(see latest ‘Pulse’ pack for current proof requirements), if not already attached from converting the Credit Check job. Purchase order must be dated within the last 30 days and correspond fully with details entered on the Connection Grid. PO must be signed with signatories name and position clearly printed.

4 Go to ‘Connections’ tab – There are two ways to complete the Connections Grid.

a) Go to ‘Connections’ tab - Working from left to right complete each section, choose from the drop down selection if available. All cells highlighted pink must be completed. Ensure you state tariff and required bolt-ons. Ports – ensure you advise a port date or we will set at next available date.

b) Download XLS Template – Make sure macros are enabled. Complete cell B2 Network from the

drop down section, then complete left to right from cell A4. Again choose from drop down selection if available in the cell. Do not leave any spaces in CTN’s, numbers must look like 07870000000 not 07870 000000. Once complete save to a folder, go to ‘Upload XLS Template’ and attach.

If all tabs are outlined or shaded green, you can now submit. If any of the tabs are red, go to that tab and select ‘Show / Hide Validation’, this will show errors. Submit Job InTouch will move your request to the ‘Open Job’ tab and status update will be emailed showing the job number and the status will change to ‘Pending’. Daisy Distribution will process your request and the status will change to ‘Awaiting Network’.

5 Important – CSI Contact Detail must be added at this point, (if not already present on the account).

Go to InTouch homepage and select ‘Edit Customer’, enter a minimum of three consecutive characters of the customer name, select ‘New Contact’. Enter a CSI contact with contact number and email address. Please note that jobs will be returned if this information is missing. This contact will also be used to set up the customers My O2 Business account.

6 If Daisy Distribution require additional information to process the request, the job status will be changed

to ‘Awaiting Dealer’ and InTouch will send an automated email stating change and required information. To respond, go to InTouch and ‘Open Jobs’, click on job to open, go to notes section and complete response then select ‘Add Note’. This will send a response back to Daisy Distribution to action and the status will change to ‘Pending’. Daisy Distribution will process your request and the status will change to ‘Awaiting Network’.

7 Once the request has been processed with the Network, Daisy Distribution will send a ‘Partner

Notification’ stating additional account information if necessary. Details will be added to the Connections Grid and the job status will changed to Quality Control, this will send a status update via email confirming the request has been actioned and is with Quality Control for final checking and confirmation. You can now view connection details on the Connection Grid of the open inTouch job.

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Quality Control will then validate the proofs, connection details and process for self-bill. Job will then be set to Complete instructing you of connection details. If the supplied proofs do not meet network specifications, then job will be set to ‘Awaiting Dealer’, a status update will be sent detailing proofs required to pass for payment. Once correct proofs have been uploaded to the ‘Files’ tab on the job. QC will validate and if acceptable add to the payment system and change the job status to ‘Complete’, which will send a final status update via email confirming the job has been fully actioned. This information and a full audit trail can be found in the ‘Completed Jobs’ tab under ‘Notes’ or ‘Job History’. You will need to go in to the ‘Closed Jobs’ tab and view details to ensure all has been processed correctly, reporting any tariff / bolt-on discrepancies within 48 hours. Please ensure you review the customer’s first bill to ensure they are being charged correctly.

O2 Banding / Account Information & End Dates

Step Process 1 To check end-dates, resign eligibility on existing O2 customers, go to InTouch, Add Job, select network

and create a ‘Banding Check’ job. For Revenue Share Rules and Commissions, please refer to Daisy Distribution’s current ‘Pulse’ pack. If customer details cannot be found a ‘NEW CUSTOMER’ will need to be created and you must complete all sections marked with a red asterisk *

2 State mobile / account number with information required in the Description field on the ‘JOB DETAILS’

tab. Ensure the billing postcode is provided if different from the registered address. You can attach documentation to the files section if you wish. Submit Job. InTouch will move your request to the ‘Open Job’ tab and a status update will be emailed showing the job number and the status will change to ‘Pending’.



4 If Daisy Distribution require additional information, the job status will be changed to

‘Awaiting Dealer’ and InTouch will send an automated email stating change and required information. To respond, go to InTouch and ‘Open Jobs’, click on job to open, go to notes section and complete response then select ‘Add Note’. This will send a response back to Daisy Distribution to action and the status will change to ‘Pending’. Go to Step 3

5 Once changes have been confirmed by the Network, Daisy Distribution will add details and change job

status to Complete which will send a status update via email confirming the request has been actioned. This information and a full audit trail can be found in the ‘Completed Jobs’ tab under ‘Notes’ or ‘Job History’.

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O2 Resigns

Step Process 1 If the Banding Check has been processed via InTouch, open InTouch select the ‘Convert Job’ option on

the InTouch Homepage. Choose the relevant job from the drop down selection and select ‘Convert’ to an ‘Resign’ Alternatively select ‘Add Job’, network and create a ‘Resign’ job. If customer details cannot be found a NEW CUSTOMER will need to be created and you must complete all sections marked with a red asterisk *

2 Go to ‘Job Details’ tab, enter the number of lines you wish to resign, state in the description field exactly

what is required, with any special instructions and BCAD references (if applicable). 3 Go to ‘Files’ tab and attach an electronic copy of the purchase order and any other proofs / contracts

(see latest ‘Pulse’ pack for current proof requirements). Purchase order must be dated within the last 30 days and correspond fully with details entered on the Connection Grid. PO must be signed with signatories name and position clearly printed.


a) Go to ‘Connections’ tab - Working from left to right complete each section, choose from the drop down selection if available. All cells highlighted pink must be completed. Ensure you state tariff and required bolt-ons. Ports – ensure you advise a port date or we will set at next available date.

b) Download XLS Template – Make sure macros are enabled. Complete cell B2 Network from the

drop down section, then complete left to right from cell A4. Again choose from drop down selection if available in the cell. Do not leave any spaces in CTN’s, numbers must look like 07870000000 not 07870 000000. Once complete save to a folder, go to ‘Upload XLS Template’ and attach.






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7 Once the request has been processed with the Network, Daisy Distribution will send a ‘Partner Notification’ stating additional account information if necessary. Details will be added to the Connections Grid and the job status will changed to Quality Control, this will send a status update via email confirming the request has been actioned and is with Quality Control for final checking and confirmation. You can now view connection details on the Connection Grid of the open inTouch job. Quality Control will then validate the proofs, connection details and process for self-bill. Job will then be set to Complete instructing you of connection details. If the supplied proofs do not meet network specifications, then job will be set to ‘Awaiting Dealer’, a status update will be sent detailing proofs required to pass for payment. Once correct proofs have been uploaded to the ‘Files’ tab on the job. QC will validate and if acceptable add to the payment system and change the job status to ‘Complete’, which will send a final status update via email confirming the job has been fully actioned. This information and a full audit trail can be found in the ‘Completed Jobs’ tab under ‘Notes’ or ‘Job History’. You will need to go in to the ‘Closed Jobs’ tab and view details to ensure all has been processed correctly, reporting any tariff / bolt-on discrepancies within 48 hours. Please ensure you review the customer’s first bill to ensure they are being charged correctly.

O2 Landline

Step Process 1 Select ‘Add Job’, select network and create a ‘Landline’ job.

If customer details cannot be found a NEW CUSTOMER will need to be created and you must complete all sections marked with a red asterisk *

2 Go to ‘Job Details’ tab enter number of lines you wish to connect, state in the description field exactly

what is required, with any special instructions and advise if paying by direct debit. BCAD reference (if applicable) must be stated in the Description field.

3 Go to ‘Files Section’ and attach an electronic copy of the completed contract in ‘Word’ format, plus the

completed Customer Requirement Form (CRF). For new o2 customers the name on the documents must match Companies House exactly, for existing o2 customers it must match the existing account name they have with the network.


a) Go to ‘Connections’ tab - Working from left to right complete each section, choose from the drop down selection if available. All cells highlighted pink must be completed. Ensure you state tariff and required bolt-ons. Also state in the comments field if you wish to remove an existing bolt-on.

b) Download XLS Template – Make sure macros are enabled. Complete cell B2 Network from the drop down section, then complete left to right from cell A4. For O2 always choose ‘Resign’ as the job type. Again choose from drop down selection if available in the cell. Do not leave any spaces in CTN’s, numbers must look like 07870000000 not 07870 000000. Once complete save to a folder, go to ‘Upload XLS Template’ and attach.

If all tabs are outlined or shaded green, you can now submit. If any of the tabs are red, go to that tab and select ‘Show / Hide Validation’, this will show errors. Submit – Intouch will move the request to the ‘Open Job’ tab and a status update will be emailed showing the job number and the status will change to ‘Pending’. Daisy Distribution will process your request and the status will change to ‘Awaiting Network’. Go to Step 8



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7 If Daisy Distribution requires additional information to process the request, the job status will be changed to ‘Awaiting Dealer’ and InTouch will send an automated email stating change and required information. To respond, go to InTouch and ‘Open Jobs’, click on job to open, go to notes section and complete response then select ‘Add Note’. This will send a response back to Daisy Distribution to action and the status will change to ‘Pending’. Daisy Distribution will process your request and the status will change to ‘Awaiting Network’.

8 Once the credit check has passed with O2, the customer contract (CIF) is generated and will be

Uploaded to the job, the status will be changed to ‘Awaiting Dealer’ and InTouch will send an automated email requesting the signed contract to be returned for processing

To respond, go to InTouch and ‘Open Jobs’, click on job to open, go to notes section then select ‘Add Note’. Upload the signed contract & PO (if not already provided) to the attach files tab

9 Submit Job

Intouch will move the request to the ‘Open Job’ tab and a status update will be emailed showing the job number and the status will change to ‘Pending’.

Daisy Distribution will process your request and the status will change to ‘Awaiting Network’ for a new install Or ‘Awaiting Port Date’ if transferring lines, then ‘Port Date Set’ when confirmed by the network NB. The landline job will sit at ‘Awaiting Network’ or ‘Port Date Set’ until the date of transfer/install and O2 have confirmed the connection is complete

10 Once details have been processed with the Network, connection details will be added to InTouch and

job status changed to Complete, which will send a status update via email confirming the request, has been actioned. This information and a full audit trail can be found in the ‘Completed Jobs’ tab under ‘Notes’ or ‘Job History’. You will need to go in to the ‘Closed Jobs’ tab and view details to ensure all has been processed correctly, reporting any tariff / bolt-on discrepancies within 48 hours. Please ensure you review the customer’s first bill to ensure they are being charged correctly.

O2 Bolt On Change Request (VAS)

Step Process 1 To change Bolt-on’s, go to InTouch R3, select ‘Bolt-on’ job’, network and create an ‘Account Change’ job.

If customer details cannot be found a ‘NEW CUSTOMER’ will need to be created ensuring all sections marked with a red asterisk * are completed.

2 State mobile / account number with required changes in the Description field on the

‘JOB DETAILS’ tab. Documentation can also be attached to the FILES tab for information. Submit Job. InTouch will move your request to the ‘Open Job’ tab and a status update will be emailed showing the job number and the status will change to ‘Pending’.



4 If Daisy Distribution requires additional information to process the request, the job status will be changed

to ‘Awaiting Dealer’ and InTouch will send an automated email stating change and required information. To respond, go to InTouch and ‘Open Jobs’, click on job to open, go to notes section and enter a response then select ‘Add Note’. This will send a response back to Daisy Distribution to action, changing the status to ‘Pending’. Go to Step 3


status to Complete which will send a status update via email confirming the request has been actioned. Please ensure you review the customer’s first bill to ensure they are being charged correctly.

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O2 Sim Swap

Step Process 1 Go to InTouch R3, select network and create a ‘Sim Swap’ job.


2 State customer mobile and new sim number in the Description field on the ‘JOB DETAILS’ tab.

You can attach documentation to the files section for information. Submit Job InTouch will move your request to the ‘Open Job’ tab and status update will be emailed showing the job number and the status will change to ‘Pending’.

3 Daisy Distribution will process your request and the status will change to ‘Awaiting Network’.

Go to Step 5 4 If Daisy Distribution require additional information to process the request, the job status will be changed


5 Once details have been confirmed by the Network, Daisy Distribution will add details and change job


O2 Transfer of Ownership


on the InTouch Homepage. Choose the relevant job from the drop down selection and select ‘Convert’. Choose job type ‘Transfer of Ownership’. Alternatively select ‘Add Job’, select network and create a ‘Transfer or Ownership’ job. If customer details cannot be found a NEW CUSTOMER will need to be created and you must complete all sections marked with a red asterisk *

2 State requirements in the Description field on the ‘JOB DETAILS’ tab.

Go to ‘Files’ tab and attach the purchase order and Transfer of Ownership form found on DPP, Knowledge Bank, Information & Forms, O2. Purchase order must be dated within the last 30 days and correspond fully with details entered on the Connection Grid. PO must be signed with signatories name and position clearly printed. Ensure you state if a tariff change is required and if the bolt-on’s are new or existing. Consumer to Business TOO – the consumer mobile must be out of contract (or termination fees apply) the mobile will then enter into a new 24/36 mth term – the job will be changed to a ‘Resign’ as commission will be payable. Business to Business TOO – contract end dates are mapped to the new account – no commission payable Submit Job InTouch will move your request to the ‘Open Job’ tab and status update will be emailed showing the job number and the status will change to ‘Pending’.

3 Daisy Distribution will then process your request and the status will change to ‘Awaiting Network’

Go to Step 7

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4 If Daisy Distribution require additional information to process the request, the job status will be changed to ‘Awaiting Dealer’ and InTouch will send an automated email stating change and required information. To respond, go to InTouch and ‘Open Jobs’, click on job to open, go to notes section and complete response then select ‘Add Note’. This will send a response back to Daisy Distribution to action and the status will change to ‘Pending’. Daisy Distribution will process your request and the status will change to ‘Awaiting Network’.






Notification’ stating additional account information if necessary. Details will be added to the Connections Grid and the job status will changed to Quality Control, this will send a status update via email confirming the request has been actioned and is with Quality Control for final checking and confirmation. You can now view connection details on the Connection Grid of the open inTouch job. Quality Control will then validate the proofs, connection details and process for self-bill. Job will then be set to Complete instructing you of connection details. If the supplied proofs do not meet network specifications, then job will be set to ‘Awaiting Dealer’, a status update will be sent detailing proofs required to pass for payment. Once correct proofs have been uploaded to the ‘Files’ tab on the job. QC will validate and if acceptable add to the payment system and change the job status to ‘Complete’, which will send a final status update via email confirming the job has been fully actioned. This information and a full audit trail can be found in the ‘Completed Jobs’ tab under ‘Notes’ or ‘Job History’. You will need to go in to the ‘Closed Jobs’ tab and view details to ensure all has been processed correctly, reporting any tariff / bolt-on discrepancies within 48 hours. Please ensure you review the customer’s first bill to ensure they are being charged correctly.

O2 Account Changes Step Process

1 To change usernames, direct debit details, billing address go to InTouch R3, select ‘Add Job’, network and

create an ‘Account Change’ job. If customer details cannot be found a ‘NEW CUSTO MER’ will need to be created ensuring all sections marked with a red asterisk * are completed.


‘JOB DETAILS’ tab. Documentation can also be attached to the FILES tab for information. Submit Job. InTouch will move your request to the ‘Open Job’ tab and a status update will be emailed showing the job number and the status will change to ‘Pending’.



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4 If Daisy Distribution requires additional information to process the request, the job status will be changed to ‘Awaiting Dealer’ and InTouch will send an automated email stating change and required information. To respond, go to InTouch and ‘Open Jobs’, click on job to open, go to notes section and enter a response then select ‘Add Note’. This will send a response back to Daisy Distribution to action, changing the status to ‘Pending’. Go to Step 3 Daisy Distribution will then process your request with the network and the status will change to ‘Awaiting Network’.



O2 Query

Step Process 1 If you have a billing or general query on a customer’s account go to InTouch R3 and create a ‘Query’

job. If customer details cannot be found a NEW CUSTOMER will need to be created and you must complete all sections marked with a red asterisk *

2 State number / account number and query details in the Description field on the ‘JOB DETAILS’ tab.

You can attach supporting documentation to the files section if you wish. Submit Job InTouch will move your request to the ‘Open Job’ tab and status update will be emailed showing the job number and the status will change to ‘Pending’.

3 Daisy Distribution will now process your request with the network and the status will change to ‘Awaiting

Network’ Go to Step 5

4 If Daisy Distribution requires additional information to process the request, the job status will be

changed to ‘Awaiting Dealer’ and InTouch will send an automated email stating change and required information. To respond, go to InTouch and ‘Open Jobs’, click on job to open, go to notes section and complete response then select ‘Add Note’. This will send a response back to Daisy Distribution to action and the status will change to ‘Pending’. Daisy Distribution will now process your request with the network and the status will change to ‘Awaiting Network’.


status to Complete which will send a status update via email confirming the request has been actioned. This information and a full audit trail can be found within the InTouch job under ‘Notes’ or ‘Job History’

O2 Disconnection / PAC Request

Step Process 1 For single PAC requests, the customer must contact O2 Customer Services direct – 08009777027 or

8002 from an O2 mobile number. Go to InTouch and create a ‘Disconnection’ job. If customer details cannot be found a NEW CUSTOMER will need to be created and you must complete all sections marked with a red asterisk *

2 Go to ‘Job Details’ tab, enter number of lines you wish to disconnect, state reason for disconnection in

the description field. If a letter has been supplied by the customer, please attach to the ‘Files’ section.

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Submit Job. InTouch will move your request to the ‘Open Job’ tab and a status update will be emailed showing the job number and the status will change to ‘Pending’. Daisy Distribution will process your request and the status will change to ‘Awaiting Network’.

3 If Daisy Distribution requires additional information, the job status will be changed to ‘Awaiting Dealer’

and InTouch will send an automated email stating change and required information. To respond, go to InTouch and ‘Open Jobs’, click on job to open, go to notes section and complete response then select ‘Add Note’. This will send a response back to Daisy Distribution to action and the status will change to ‘Pending’. Daisy Distribution will process your request and the status will change to ‘Awaiting Network’.



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Orange Credit Checks

Step Process 1 Go to InTouch, select ‘Add Job’, network and create a ‘Credit Check’ job.

If customer details cannot be found a NEW CUSTOMER will need to be created and you must complete all sections marked with a red asterisk * Ensure the number of employees section is also completed. Please include bank details if credit checking a brand new customer to the network.

2 Go to ‘Job Details’ tab enter number of lines you wish to credit check, state in the description field if this

is an existing or new customer, providing existing account number or mobile phone number. Please also advise if the customer requires roaming (as this needs credit checking for) and also what type of handsets the customer will be taking if known.

3 Go to ‘Contact Details’ tab.

All credit checks must have a contact. For Sole Traders or Partnerships you must also state 3 years’ worth of personal addresses for owners / partners and fill in all other information for them on the page. Ensure you tick the contact selection once contact details have been added / selected.


Select Payment Method and if a Port or New Connection 5 Go to ‘Files’ tab and attach a purchase order if available.

Submit – Intouch will move the request to the ‘Open Job’ tab and a status update will be emailed showing the job number and the status will change to ‘Pending’. Daisy Distribution will process your request and the status will change to ‘Awaiting Network’. Go to Step 7


changed to ‘Awaiting Dealer’ and InTouch will send an automated email stating change and required information. To respond, go to InTouch and ‘Open Jobs’, click on job to open, go to notes section and complete response then select ‘Add Note’. This will send a response back to Daisy Distribution to action and the status will change to ‘Pending’. Daisy Distribution will process your request and the status will change to ‘Awaiting Network’.

7 Once the check has been confirmed / rejected by the Network, Daisy Distribution will add details and

change job status to Complete which will send a status update confirming request has been actioned This information and a full audit trail can be found in the ‘Completed Jobs’ tab under ‘Notes’ or ‘Job History’. Please note if the credit check passes you can convert the job into a new connection or port job.

Orange New Connection / Port

Step Process 1 If the Credit Check has been processed via InTouch, select the ‘Convert Job’ option on the InTouch

Homepage. Choose the relevant job from the drop down selection and select ‘Convert’ then choose either a ‘New Connection’ or ‘Port’ job. Alternatively select ‘Add Job’, network and create a ‘New Connection’ or ‘Port’ job. If customer details cannot be found a NEW CUSTOMER will need to be created and you must complete all sections marked with a red asterisk *

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2 Go to ‘Job Details’ tab enter number of lines you wish to connect, state in the description field exactly what is required, with any special instructions and advise if paying by direct debit. Any DA reference (if applicable) must be stated in the Description field.

3 Go to ‘Files Section’ and attach an electronic copy of the purchase order and any other proofs, if not

already attached from converting the Credit Check job (see latest ‘Pulse’ pack for up to date proof requirements). Purchase order must correspond with details entered on the Connection Grid and be dated within the last 30 days on company letterhead, signed, with the signatories full name and position clearly printed. It must state network, contract term, tariff, unlimited and flexible benefits and any chargeable bolt-ons. For limited companies the company registration number should be printed on the letterhead. Important – You must also obtain and retain a signed Orange Customer Information Form (CIF). If you currently deal direct with Orange please continue to post your proofs to Daisy Distribution, Communication House, 166 Handford Road, Ipswich, IP1 2BH for payment.


a) Go to ‘Connections’ tab - Working from left to right complete each section, choose from the drop down selection if available. All cells highlighted pink must be completed. Ensure you state tariff and required bolt-ons. Also state in the comments field if you wish to remove an existing bolt-on.

b) Download XLS Template – Make sure macros are enabled. Complete cell B2 Network from the drop down section, then complete left to right from cell A4. For O2 always choose ‘Resign’ as the job type. Again choose from drop down selection if available in the cell. Do not leave any spaces in CTN’s, numbers must look like 07870000000 not 07870 000000. Once complete save to a folder, go to ‘Upload XLS Template’ and attach.





status to Complete which will send a status update confirming request has been actioned This information and a full audit trail can be found in the ‘Completed Jobs’ tab under ‘Notes’ or ‘Job History’. You will need to go in to the ‘Closed Jobs’ tab and view details to ensure all has been processed correctly, reporting any tariff / bolt-on discrepancies within within 48 hours. Please ensure you review the customer’s first bill to ensure they are being charged correctly.

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Orange Fulfillment New (Including iPhone)

Step Process 1 Go to InTouch, select Add Job, network and create a ‘Fulfillment New’ job.

If customer details cannot be found a NEW CUSTOMER will need to be created and you must complete all sections marked with a red asterisk * Please include bank details if credit checking a brand new customer to the network.

2 Go to ‘Job Details’ tab enter number of lines required, and include model details and any further

requirements. If customer is existing with network please advise of account/ mobile number. 3 Go to ‘Contact Details’ tab.

All credit checks must have a contact. For Sole Traders or Partnerships you must also state 3 year’s worth of personal addresses for owners / partners. Ensure you tick the contact selection once contact details have been added / selected.


Select Payment Method. 5 If fulfillment is for an iPhone go to ‘Files Section’ and attach an electronic copy of the purchase order.

The purchase order must be dated within the last 30 days on company letterhead and be signed, with the signatories full name and position printed. It must state contract term, tariff, unlimited and flexible benefits and any chargeable bolt-ons. For limited companies the company registration number should be on the letterhead (if customer is retaining existing tariff and bolt-ons this should be specified).

6 Go to ‘Connections’ tab - Working from left to right complete each section, choose from the drop down

selection if available. All cells highlighted pink must be completed. Ensure you state tariff and required bolt-ons. Also state in the comments field if you wish to remove an existing bolt-on. Do not leave any spaces in CTN’s, numbers must look like 07870000000 not 07870 000000.

If all tabs are outlined or shaded green, you can now submit. If any of the tabs are red, go to that tab and select ‘Show / Hide Validation’, this will show errors. Submit – InTouch will move your request to the ‘Open Job’ tab and a status update will be emailed showing the job number and the status will change to ‘Pending’.


and InTouch will send an automated email stating change and required information. To respond, go to InTouch and ‘Open Jobs’, click on job to open, go to notes section and complete response then select ‘Add Note’. This will send a response back to Daisy Distribution to action and the status will change to ‘Pending’.

8 Daisy Distribution will then credit check the customer for you and arrange for kit to be picked and

connected. Kit will then be dispatched for next day delivery direct to the customer (ex Saturday). You will be notified of kit details when job is completed.

9 Once details have been processed with the Network, Daisy Distribution will add details and change job

status to Complete and attach connection details, which will trigger an email advising. You will need to go in to the ‘Closed Jobs’ tab and view details to ensure all has been processed correctly, reporting any tariff / bolt-on discrepancies within 48 hours. Please ensure you review the customer’s first bill to ensure they are being charged correctly.

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Orange Banding / Upgrade Eligibility & End Dates Step Process 1 To check end-dates and upgrade eligibility on existing customers, go to InTouch, select ‘Add Job’,

network and create a ‘Banding Check’ job. If customer details cannot be found a NEW CUSTOMER will need to be created and you must complete all sections marked with a red asterisk *

2 State every mobile number you wish to check with information required in the Description field on the

‘JOB DETAILS’. You can attach other documentation to the files section if you wish. Submit – Intouch will move the request to the ‘Open Job’ tab and a status update will be emailed showing the job number and the status will change to ‘Pending’.


Go to Step 5 4 If Daisy Distribution requires additional information to process the request, the job status will be



status to Complete which will send a status update confirming request has been actioned This information and a full audit trail can be found in the ‘Completed Jobs’ tab under ‘Notes’ or ‘Job History’.

Orange Upgrades

Step Process 1 If the Banding Check has been processed via InTouch, open InTouch and select the ‘Convert Job’

option on the InTouch Homepage. Choose the relevant job from the drop down selection and select ‘Convert’ to an ‘Upgrade’ Alternatively select ‘Add Job’, network and create an ‘Upgrade’ job. If customer details cannot be found a NEW CUSTOMER will need to be created and you must complete all sections marked with a red asterisk *

2 Go to ‘Job Details’ tab enter number of lines you wish to resign, state in the description field exactly

what is required, with any special instructions and advise of DA reference (if applicable). Please also advise of sim delay required (max 6 day).

3 Go to ‘Files Section’ and attach an electronic copy of the purchase order and any other proofs (see

latest ‘Pulse’ pack for up to date proof requirements), if not already attached from converting the Banding Check job. Purchase order must correspond with details entered on the Connection Grid and be dated within the last 30 days on company letterhead, signed, with the signatories full name and position clearly printed. It must state network, contract term, tariff, unlimited and flexible benefits and any chargeable bolt-ons. For limited companies the company registration number should be printed on the letterhead. Please specify if customer is retaining existing tariff and bolt-ons. Important – You must also obtain and retain a signed Orange Customer Information Form (CIF). If you currently deal direct with Orange please continue to post your proofs to Daisy Distribution, Communication House, 166 Handford Road, Ipswich, IP1 2BH for payment.


a) Go to ‘Connections’ tab - Working from left to right complete each section, choose from the drop down selection if available. All cells highlighted pink must be completed. Ensure you state tariff and required bolt-ons.

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Also state in the comments field if you wish to remove an existing bolt-on. b) Download XLS Template – Make sure macros are enabled. Complete cell B2 Network from the

drop down section, then complete left to right from cell A4. For O2 always choose ‘Resign’ as the job type. Again choose from drop down selection if available in the cell. Do not leave any spaces in CTN’s, numbers must look like 07870000000 not 07870 000000. Once complete save to a folder, go to ‘Upload XLS Template’ and attach.





status to Complete and attach connection details, which will send a status update confirming request has been actioned This information and a full audit trail can be found in the ‘Completed Jobs’ tab under ‘Notes’ or ‘Job History’. You will need to go in to the ‘Closed Jobs’ tab and view details to ensure all has been processed correctly, reporting any tariff / bolt-on discrepancies within 48 hours. Please ensure you review the customer’s first bill to ensure they are being charged correctly.

Orange Fulfillment Upgrades (Including iPhone)

Step Process 1 Select ‘Add Job’, network and create a ‘Fulfillment Upgrade’ job.

If customer details cannot be found a New Customer will need to be created and you must complete all sections marked with a red asterisk *


what is required, with any special instructions and advise of DA reference (if applicable). Please also advice of sim delay required (max 6 day).



4 Go to ‘Connections’ tab - Working from left to right complete each section, choose from the drop down

selection if available. All cells highlighted pink must be completed. Ensure you state tariff and required bolt-ons. Also state in the comments field if you wish to remove an existing bolt-on. Do not leave any spaces in CTN’s, numbers must look like 07870000000 not 07870 000000.

If all tabs are outlined or shaded green, you can now submit. If any of the tabs are red, go to that tab and select ‘Show / Hide Validation’, this will show errors. Submit – InTouch will move your request to the ‘Open Job’ tab and a status update will be emailed showing the job number and the status will change to ‘Pending’.


and InTouch will send an automated email stating change and required information.

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To respond, go to InTouch and ‘Open Jobs’, click on job to open, go to notes section and complete response then select ‘Add Note’. This will send a response back to Daisy Distribution to action and the status will change to ‘Pending’.

6 Daisy Distribution will then perform an upgrade eligibility / banding check on the customer for you and

arrange for kit to be picked and upgraded. Kit will then be dispatched for next day delivery direct to the customer (ex. Saturday). You will be notified of kit details when job is completed.


status to Complete and attach connection details, which will trigger an email advising. This information and a full audit trail can be found in the ‘Completed Jobs’ tab under ‘Notes’ or ‘Job History’. You will need to go in to the ‘Closed Jobs’ tab and view details to ensure all has been processed correctly, reporting any tariff / bolt-on discrepancies within 48 hours. Please ensure you review the customer’s first bill to ensure they are being charged correctly.

Orange Sim Swap

Step Process 1 Go to InTouch R3, select Add Job, network and create a ‘Sim Swap’ job.


2 State customer mobile and new sim number in the Description field on the ‘JOB DETAILS’.

You can attach documentation to the files section if you wish. Submit – Intouch will move the request to the ‘Open Job’ tab and a status update will be emailed showing the job number and the status will change to ‘Pending’.


Go to Step 5 4 If Daisy Distribution requires additional information, the job status will be changed to ‘Awaiting Dealer’



status to Complete which will trigger an email advising. This information and a full audit trail can be found in the ‘Completed Jobs’ tab under ‘Notes’ or ‘Job History’.

Orange Account Changes

Step Process 1 To add 3rd Party or set up online billing, go to InTouch R3, select ‘Add Job’, network and create an

‘Account Change’ job. NB We cannot change Bolt-ons, usernames, direct debit details or billing address. Only someone with 3rd party authorization or the customer can do this. If customer details cannot be found a NEW CUSTOMER will need to be created and you must complete all sections marked with a red asterisk *

2 State number / account number with required changes in the Description field on the ‘JOB DETAILS’.

Attach relevant documentation to the files section. Submit Job. InTouch will move the request to the ‘Open Job’ tab and a status update will be emailed showing the job number and the status will change to ‘Awaiting Network’.

3 InTouch will move the request to the ‘Open Job’ tab and a status update will be emailed showing the job

number and the status will change to ‘Awaiting Network’. Go to Step 5

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changed to ‘Awaiting Dealer’ and InTouch will send an automated email stating change and required information. To respond, go to InTouch and ‘Open Jobs’, click on job to open, go to notes section and complete response then select ‘Add Note’. This will send a response back to Daisy Distribution to action and the status will change to ‘Pending’. Daisy Distribution will now process your request and the status will change to ‘Awaiting Network’.


status to Complete which will send a status update confirming request has been actioned. This information and a full audit trail can be found in the ‘Completed Jobs’ tab under ‘Notes’ or ‘Job History’.

Orange Query

Step Process 1 If you have a billing or general query on a customer’s account go to InTouch R3, select network and

create a ‘Query’ job. If customer details cannot be found a NEW CUSTOMER will need to be created and you must complete all sections marked with a red asterisk *


You can attach supporting documentation to the files section if you wish. Submit – Intouch will move the request to the ‘Open Job’ tab and a status update will be emailed showing the job number and the status will change to ‘Pending’. Daisy Distribution will process your request and the status will change to ‘Awaiting Network’.





Orange In Life Change

Step Process 1 Go to InTouch R3, select Add Job, network and create an ‘Account Change’ job. If customer details

cannot be found a NEW CUSTOMER will need to be created and you must complete all sections marked with a red asterisk *

2 State customer mobile and new kit requirements in the Description field on the ‘JOB DETAILS’ tab.

Attach customer purchase order, dated within last 30 days, for the change to the files section. Submit – Intouch will move the request to the ‘Open Job’ tab and a status update will be emailed showing the job number and the status will change to ‘Pending’. Daisy Distribution will process your request and the status will change to ‘Awaiting Network’.


and InTouch will send an automated email stating change and required information. To respond, go to InTouch and ‘Open Jobs’, click on job to open, go to notes section and complete response then select ‘Add Note’. This will send a response back to Daisy Distribution to action and the

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status will change to ‘Pending’. 4 Daisy Distribution will then place the order for the stock and advise you of the kit details. The order will

then be placed as ‘Awaiting Dealer’ while we await confirmation from you that the kit has been received by the customer. Once the customer has the kit and is ready for us to process the in life change advise on the job by going to InTouch and ‘Open Jobs’, click on job to open, go to notes section and complete response then select ‘Add Note’. This will send a response back to Daisy Distribution to action and the status will change to ‘Pending’.


status to Complete which will trigger an email advising. This information and a full audit trail can be found in the ‘Completed Jobs’ tab under ‘Notes’ or ‘Job History’

Orange Disconnection

Step Process 1 If the customer wishes to process a 7 day distance selling disconnection go to InTouch and create a

‘Disconnection’ job. NB We cannot process end of contract disconnections with the network. The customer will need to call Orange customer services to request these themselves. We also cannot obtain PAC codes on their behalf. If customer details cannot be found a NEW CUSTOMER will need to be created and you must complete all sections marked with a red asterisk *


the description field. You will need to supply full kit details (mobile, SIM number and IMEI). Submit – Intouch will move the request to the ‘Open Job’ tab and a status update will be emailed showing the job number and the status will change to ‘Pending’. Daisy Distribution will process your request and the status will change to ‘Awaiting Network’.



4 Once notification has been received back from the network, Daisy Distribution will add details and

change job status to Complete which will send a status update confirming request has been actioned If kit was supplied to the customer you will be advised of the RA number and this must be added to the GRA form and emailed to [email protected]. The Returns team will generate a GRA number and send back via email. The kit needs to be returned with a copy of the GRA form to Daisy Distribution, Communications House, 166 Handford Road, Ipswich, IP1 2BH This information and a full audit trail can be found in the ‘Completed Jobs’ tab under ‘Notes’ or ‘Job History’.

mailto:[email protected]

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Vodafone VPS Retentions & Funding Request Step Process 1 To request bespoke tariff/bolt ons or an additional funding request onto a customer account for new

connections or resigns, go to InTouch, select Add Job, then Vodafone and ‘Retentions & Funding’ job. If customer details cannot be found a ‘NEW CUSTOMER’ will need to be created ensuring all sections marked with a red star * are completed.






changed to ‘Awaiting Dealer’ and InTouch will send an automated email stating change and required information. To respond, go to InTouch and ‘Open Jobs’, click on job to open, go to notes section and enter a response then select ‘Add Note’. This will send a response back to Daisy Distribution to action, changing the status to ‘Pending’. Daisy Distribution will then process your request with the network and the status will change to ‘Awaiting Network’.



Vodafone VPS Credit Checks

Step Process 1 Go to InTouch, select Add Job, network and create a ‘Credit Check’ job.



is an existing or new customer, providing existing BAN or mobile phone number. 3 Go to ‘Contact Details’ tab.

All credit checks must have a contact. For Sole Traders or Partnerships you must also state 3 years’ worth of personal addresses for owners / partners (please refer to Credit Vetting Sheet or Vodafone Contract to ensure all information supplied) Ensure you tick the contact selection once contact details have been added / selected.


Select Payment Method and if a Port or New Connection 5 Go to ‘Files’ tab and attach required proofs (please see back of ‘Pulse’ commissions guide for up to date

proof list). All paperwork must have your Business partner code and your Vodafone connector code on it.

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Submit Job. Intouch will move the request to the ‘Open Job’ tab and a status update will be emailed showing the job number and the status will change to ‘Pending’. Daisy Distribution will process your request and the status will change to ‘Awaiting Network’. Go to Step 7




change job status to Complete which will trigger an email advising. This information and a full audit trail can be found in the ‘Completed Jobs’ tab under ‘Notes’ or ‘Job History’. Please note if the credit check passes you can convert the job into a new connection or port job.

Vodafone VPS New Connection / Port


on the InTouch Homepage. Choose the relevant job from the drop down selection and select ‘Convert’, then choose a ‘New Connection’ or ‘Port’ job. Alternatively select ‘Add Job’, network and create a ‘New Connection’ or ‘Port’ job. If customer details cannot be found a New Customer will need to be created and you must complete all sections marked with a red asterisk *


what is required, with any special instructions, the BAN number and advise if paying by direct debit. Any additional funding authorisation reference (if applicable) must be stated in the Description field.

3 Go to ‘Files Tab’ and attach the following

E-Contract (business or consumer) Connection Schedule, Customer Agreement and Purchase (see latest ‘Pulse’ pack for current proof requirements), if not already attached from converting the Credit Check job. Purchase order must be dated within the last 30 days and correspond fully with details entered on the Connection Grid. PO must be signed with signatories name and position clearly printed. If any discrepancies are found the job status will be changed to ‘Awaiting Dealer’ until the correct paperwork is received.


a) Working from left to right complete each section, choose from the drop down selection if available. All cells highlighted pink must be completed. Ensure you state tariff and required bolt-ons. Ports – ensure you advise a port date or we will set at earliest date.

b) Download XLS Template – Make sure macros are enabled. Complete cell B2 Network from the drop down section, then complete left to right from cell A4. Again choose from drop down selection if available in the cell.

Do not leave any spaces in CTN’s, numbers must look like 07870000000 not 07870 000000.

25

Once complete save to a folder, go to ‘Upload XLS Template’ and attach. If all tabs are outlined or shaded green, you can now submit. If any of the tabs are red, go to that tab and select ‘Show / Hide Validation’, this will show errors. Please note – The purchase order must match the connections grid to avoid delays. Submit – Intouch will move the request to the ‘Open Job’ tab and a status update will be emailed showing the job number and the status will change to ‘Pending’. Daisy Distribution will process your request and the status will change to ‘Awaiting Network’. Go to Step 6





Vodafone VPS Banding / Upgrade Eligibility & Commitment End Dates

Step Process 1 To check end-dates and upgrade eligibility on existing customers, go to InTouch, select ’Add Job’,

network and create a ‘Banding Check’ job. If customer details cannot be found a NEW CUSTOMER will need to be created and you must complete all sections marked with a red asterisk * Please note you can only change details on your own customer base, see Vodafone current managed base / migration rules.Bandings are refreshed twice yearly on the 1st Feb and 1st April.

2 State number / account number with information required in the Description field on the ‘JOB DETAILS’

tab. You will need to include CTN and BAN Number, plus DOB and Contact address postcode if consumer. You can attach other documentation to the files section if you wish. Submit Job. InTouch will move your request to the ‘Open Job’ tab and a status update will be emailed showing the job number and the status will change to ‘Pending’.

3 Daisy Distribution will process your request and the status will change to ‘Awaiting Network’. –

Go to Step 5

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status to Complete which will trigger an email advising. This information and a full audit trail can be found in the ‘Completed Jobs’ tab under ‘Notes’ or ‘Job History’.

Vodafone VPS Upgrades


option on the InTouch Homepage. Choose the relevant job from the drop down selection and select ‘Convert’ to an ‘Upgrade’ Alternatively select ‘Add Job’, network and create a ‘Resign’ job. If customer details cannot be found a New Customer will need to be created and you must complete all sections marked with a red asterisk *


what is required, with any special instructions. Any additional funding authorisation reference or upgrade authorisation reference (if applicable) must be stated in the Description field.

3 Go to ‘Files Tab’ and attach the following

E-Contract (business or consumer) Connection Schedule, Customer Agreement and Purchase (see latest ‘Pulse’ pack for current proof requirements), if not already attached from converting the Credit Check job. Purchase order must be dated within the last 30 days and correspond fully with details entered on the Connection Grid. PO must be signed with signatories name and position clearly printed. If any discrepancies are found the job status will be changed to ‘Awaiting Dealer’ until the correct paperwork is received.


a) Working from left to right complete each section, choose from the drop down selection if available. All cells highlighted pink must be completed. Ensure you state tariff and required bolt-ons and if the bolt-ons are new or existing. Also state in the comments field if you wish to remove an existing bolt-on.

b) Download XLS Template – Make sure macros are enabled. Complete cell B2 Network from the drop down section, then complete left to right from cell A4. For Vodafone always choose ‘Upgrade’ as the job type. Again choose from drop down selection if available in the cell. Do not leave any spaces in CTN’s, numbers must look like 07870000000 not 07870 000000. Once complete save to a folder, go to ‘Upload XLS Template’ and attach.

If all tabs are outlined or shaded green, you can now submit. If any of the tabs are red, go to that tab and select ‘Show / Hide Validation’, this will show errors. Please note – The purchase order must match the connections grid to avoid delays. Submit – Intouch will move the request to the ‘Open Job’ tab and a status update will be emailed showing the job number and the status will change to ‘Pending’. Daisy Distribution will process your request and the status will change to ‘Awaiting Network’.



27

Daisy Distribution will process your request and the status will change to ‘Awaiting Network’.



Vodafone One Net Express Connections




is an existing or new customer, providing existing BAN or mobile phone number. 3 Go to ‘Contact Details’ tab.

All credit checks must have a contact. For Sole Traders or Partnerships you must also state 3 years’ worth of personal addresses for owners / partners (please refer to Credit Vetting Sheet or Vodafone Contract to ensure all information supplied) Ensure you tick the contact selection once contact details have been added / selected.


Select Payment Method and if a Port or New Connection. 5 Go to ‘Files’ tab and attach the Purchase Order (landline bill, bank statement and 3 months SP bills

maybe required). Also attach completed One Net Express Checklist (found on the DPP, Knowledge Bank, forms & info, select Vodafone) Submit Job. InTouch will move to your request to the ‘Open Job’ tab and a status update will be emailed showing the job number and the status will change to ‘Pending’ Daisy Distribution will process your request and the status will change to ‘Awaiting Network’ Go to Step 7

6 If Daisy Distribution require additional information, the job status will be changed to ‘Awaiting Dealer’

and InTouch will send an automated email stating change and required information. To respond, go to InTouch and ‘Open Jobs’, click on job to open, go to notes section and complete response then select ‘Add Note’. This will send a response back to Daisy Distribution to action and the

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status will change to ‘Pending’ Daisy Distribution will process your request and the status will change to ‘Awaiting Network’.

7 Once the check has been confirmed Daisy will process your One Net Express checklist into a contract.

This will be attached to the ‘files’ section of the job and the job will be set to ‘Completed’ pending signature of the contract. Please print off the copy contract which includes the DD mandate and Porting Authority Letter (if porting existing landlines the SLA’s are extended) for the customer to sign

8 Once you have obtained a signature on the contract from the customer please convert the job to a ‘New

Connection’ and upload the signed contract to the InTouch job. If a port is required please convert the job to ‘Port’ and add required port date in the ‘Port date request’ field (if applicable)

9 Daisy Distribution will process your request and the status will change to ‘Awaiting Network’


and InTouch will send an automated email stating change and required information. To respond, go to InTouch and ‘Open Jobs’, click on job to open, go to notes section and complete response then select ‘Add Note’. This will send a response back to Daisy Distribution to action and the status will change to ‘Pending’ Daisy Distribution will process your request and the status will change to ‘Awaiting Network’ or ‘Awaiting Port Date’

11 Quality Control Process

If all paperwork complies with Daisy/Network criteria’s your job will be changed to ‘Complete’ and you will then receive a Status Update confirming your connection has been validated and processed for payment. When these criteria’s have not been met you will receive a Status Update requesting the changes required to the paperwork before you connection can be processed for payment. All O2 and Vodafone Original Contracts are not required to be sent into Daisy Distribution; however they must be retained by your business for the minimum of 6 years to comply with the GC23 Network Policies.

12 This information and a full audit trail can be found within the InTouch job under ‘Notes’ or ‘Job

History’ You will need to go in to the ‘Closed Jobs’ tab and view details to ensure your request has been processed correctly, reporting any tariff/bolt-on discrepancies within 48 hours Please ensure your customer reviews their first bill to ensure all is correct.

Vodafone VPS One Net Express Tariff Migration Process Step Process 1 Go to InTouch and create a ‘ONE Migration’ job. 2

Go to ‘Job Details’ tab enter number of lines you wish to migrate to a ONE tariff, state in the description field the existing BAN NB. A new BAN will be created if only some of the existing voice lines will be transferred to ONE (i.e. any existing MBB will not be migrated across to a One Next Express BAN) If the whole account is to be tariff changed then the existing BAN will be used Select a O.N.E. migration tariff – examples below Business Single 300 O.N.E Mig (24) Business Sharer 18000 O.N.E Mig (24) / Business Sharer Additional O.N.E. Mig (24)

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Ensure you tick the contact selection once contact details have been added / selected. 4 Go to ‘Files’ tab and attach the Purchase Order and the completed One Net Express Checklist

(found on the DPP, Knowledge Bank, Forms & Info, Vodafone) NB. The PO must state 24mth and contain all of the bolt-ons that were connected on the original connection/port request as the bolt-on codes will need to be changed at network level Submit Job. InTouch will move to your request to the ‘Open Job’ tab and a status update will be emailed showing the job number and the status will change to ‘Pending’

5 If Daisy Distribution requires additional information, the job status will be changed to ‘Awaiting

Dealer’ and InTouch will send an automated email stating the required information. To respond, go to InTouch and ‘Open Jobs’, click on job to open, go to notes section and complete response then select ‘Add Note’, uploading any required documents to the ‘Files’ tab. This will send a response back to Daisy Distribution to action and the status will change to ‘Pending’

6 Daisy will process your One Net Express checklist into a contract. This will be attached to the

‘files’ section of the job and the job will be set to ‘Awaiting Dealer’ pending signature of the contract. * Please print off the copy contract which includes the DD mandate for the customer to sign *NB. The E-Contract is not applicable to One Net Express Migration Requests – a new O.N.E. contract must be issued/signed for by the customer, the customer will start a new 24mth term

7 Once you have obtained a signature on the One Net Express contract from the customer

please upload the signed contract to the InTouch job on the ‘Files’ tab. Submit Job. InTouch will move to your request to the ‘Open Job’ tab and a status update will be emailed showing the job number and the status will change to ‘Pending’. Daisy Distribution will process your request and the status will change to ‘Awaiting Network’ Go to Step 10

Vodafone VPS Bolt-ons (VAS)

Step Process 1 To add or remove Bolt-on’s, go to InTouch R3, select Add Job, network and create an ‘Account Change’


2 State mobile number and BAN number with required changes in the Description field on the ‘JOB

DETAILS’ tab. Please note you can only change details on your own customer base, see Vodafone current managed base / migration rules. Attach a purchase detailing the required change must be attached to the ‘Files’ tab for verification prior to processing. Submit – Intouch will move the request to the ‘Open Job’ tab and a status update will be emailed showing the job number and the status will change to ‘Pending’.



and InTouch will send an automated email stating change and required information. To respond, go to InTouch and ‘Open Jobs’, click on job to open, go to notes section and complete

30

response then select ‘Add Note’. This will send a response back to Daisy Distribution to action and change the status to ‘Pending’. Daisy Distribution will process your request and the status will change to ‘Awaiting Network’.

5 Once changes have been confirmed by the Network, Daisy Distribution will add details and change job status to Complete which will send a status update confirming request has been actioned This information and a full audit trail can be found in the ‘Completed Jobs’ tab under ‘Notes’ or ‘Job History’. Please ensure you review the customer’s first bill to ensure they are being charged correctly.

Vodafone Sim Swap

Step Process 1 Go to InTouch R3 and create a ‘Sim Swap’ job.

If customer details cannot be found a NEW CUSTOMER will need to be created and you must complete all sections marked with a red asterisk * Please note you can only change details on your own customer base.

2 State Ban number, mobile number, tariff information, old sim, new sim and reason for sim swap in the

Description field on the ‘JOB DETAILS’ tab. You can attach documentation to the files section if you wish. Submit – Intouch will move the request to the ‘Open Job’ tab and a status update will be emailed showing the job number and the status will change to ‘Pending’.






Vodafone VPS Transfer of Ownership

Step Process 1 Go to InTouch and create a Transfer of Ownership job.

If customer details cannot be found a NEW CUSTOMER will need to be created and you must complete all sections marked with a red asterisk * NB You can only transfer a mobile number to a BAN on your own customer base.

2 State requirements in the Description field on the ‘JOB DETAILS’ tab along with the BAN number. 3 Go to ‘Files Section’ and attach a copy of the TOO form

Submit Job InTouch will move the request to the ‘Open Job’ tab and a status update will be emailed showing the job number and the status will change to ‘Pending’. Daisy Distribution will process your request and the status will change to ‘Awaiting Network’. Go to Step 5.

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Vodafone VPS Third Party / Managed Access

Step Process 1 Go to InTouch and create a Third Party / Managed Access job.

If customer details cannot be found a NEW CUSTOMER will need to be created and you must complete all sections marked with a red asterisk * Please note you can only change details on your own customer base.

2 State requirements in the Description field on the ‘JOB DETAILS’ tab along with the BAN number. 3 Go to ‘Files Section’ and attach supporting letter from the customer, on official letterhead, stating they

wish to move, reason and to which dealer code. Submit – Intouch will move the request to the ‘Open Job’ tab and a status update will be emailed showing the job number and the status will change to ‘Pending’. Daisy Distribution will process your request and the status will change to ‘Awaiting Network’. Go to Step 5.




Notification’ stating additional account information if necessary. Details will be added to the Connections Grid and the job status will changed to Quality Control, this will send a status update via

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email confirming the request has been actioned and is with Quality Control for final checking and confirmation. You can now view connection details on the Connection Grid of the open inTouch job. Quality Control will then validate the proofs, connection details and process for self-bill. Job will then be set to Complete instructing you of connection details. If the supplied proofs do not meet network specifications, then job will be set to ‘Awaiting Dealer’, a status update will be sent detailing proofs required to pass for payment. Once correct proofs have been uploaded to the ‘Files’ tab on the job. QC will validate and if acceptable add to the payment system and change the job status to ‘Complete’, which will send a final status update via email confirming the job has been fully actioned. This information and a full audit trail can be found in the ‘Completed Jobs’ tab under ‘Notes’ or ‘Job History’. You will need to go in to the ‘Closed Jobs’ tab and view details to ensure all has been processed correctly, reporting any tariff / bolt-on discrepancies within 48 hours. Please ensure you review the customer’s first bill to ensure they are being charged correctly.

Vodafone VPS Account Changes

Step Process 1 To change usernames, direct debit details or billing address, go to InTouch R3, select Add Job, network

and create an ‘Account Change’ job. If customer details cannot be found a NEW CUSTOMER will need to be created and you must complete all sections marked with a red asterisk *


DETAILS’ tab. Please note you can only change details on your own customer base, see Vodafone current managed base / migration rules. Submit – Intouch will move the request to the ‘Open Job’ tab and a status update will be emailed showing the job number and the status will change to ‘Pending’.



and InTouch will send an automated email stating change and required information. To respond, go to InTouch and ‘Open Jobs’, click on job to open, go to notes section and complete response then select ‘Add Note’. This will send a response back to Daisy Distribution to action and change the status to ‘Pending’. Daisy Distribution will process your request and the status will change to ‘Awaiting Network’.



Vodafone VPS Query / Complaint

Step Process 1 If you have a billing or general query on a customer’s account go to InTouch R3, select ‘Add Job’,

network and create a ‘Query’ job. If customer details cannot be found a NEW CUSTOMER will need to be created and you must complete all sections marked with a red asterisk *

2 State mobile number, BAN number and query details in the Description field on the ‘JOB DETAILS’ tab.

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You can attach supporting documentation to the files section if you wish. Submit Job. InTouch will send an automated email confirming that the job has been created and submitted.

3 Daisy Distribution will process your request and the status will change to ‘Awaiting Network’. Go to Step 5





Vodafone VPS Tariff Analysis

Step Process 1 To request a Tariff Analysis, go to InTouch and create a ‘Tariff Analysis’ job. If customer details cannot

be found a NEW CUSTOMER will need to be created and you must complete all sections marked with a red asterisk *. Please note you can only change details on your own customer base, see Vodafone current managed base / migration rules.


tab. You will need to include CTN, BAN Number and registered office address. You can attach other documentation to the files section if you wish. Submit – Intouch will move the request to the ‘Open Job’ tab and a status update will be emailed showing the job number and the status will change to ‘Pending’.



and InTouch will send an automated email stating change and required information. To respond, go to InTouch and ‘Open Jobs’, click on job to open, go to notes section and complete response then select ‘Add Note’. This will send a response back to Daisy Distribution to action and changes the status to ‘Pending’. Daisy Distribution will process your request and the status will change to ‘Awaiting Network’.



Vodafone VPS Disconnection (includes 14 day)

Step Process 1 Go to InTouch, select Add Job, network and create a ‘Disconnection’ job.



the description field and also the BAN number. You will need to supply a request from the customer on company letterhead and have the BAN number. Please attach to the ‘Files’ section.

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NB We cannot request PAC codes on a customer’s behalf. They will need to call customer services to request this. Submit – Intouch will move the request to the ‘Open Job’ tab and a status update will be emailed showing the job number and the status will change to ‘Pending’. Daisy Distribution will process your request and the status will change to ‘Awaiting Network’. Go to Step 4


and InTouch will send an automated email stating change and required information. To respond, go to InTouch and ‘Open Jobs’, click on job to open, go to notes section and complete response then select ‘Add Note’. This will send a response back to Daisy Distribution to action and change status to ‘Pending’ Daisy Distribution will process your request and the status will change to ‘Awaiting Network’.



Vodafone Zygo Retentions & Funding Request

Step Process 1 To request bespoke tariff/bolt ons or an additional funding request onto a customer account for new

connections or resigns, go to InTouch , select Add Job, then Vodafone YES and ‘Retentions & Funding’ job If customer details cannot be found a ‘NEW CUSTOMER’ will need to be created ensuring all sections marked with a red star * are completed.






changed to ‘Awaiting Dealer’ and InTouch will send an automated email stating change and required information. To respond, go to InTouch and ‘Open Jobs’, click on job to open, go to notes section and enter a response then select ‘Add Note’. This will send a response back to Daisy Distribution to action, changing the status to ‘Pending’. Daisy Distribution will then process your request with the network and the status will change to ‘Awaiting Network’.




and InTouch will send an automated email stating change and required information. To respond, go to InTouch and ‘Open Jobs’, click on job to open, go to notes section and complete

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response then select ‘Add Note’. This will send a response back to Daisy Distribution to action and the status will change to ‘Pending’. Daisy Distribution will process your request and the status will change to ‘Awaiting Network’

9 Once the tariff migration has been confirmed by the Network, Daisy Distribution will update the details and change job status to ‘Quality Control’’ which will send a status update via email confirming the request has been actioned and the job has been passed to QC for validation

10 Quality Control Process

If all paperwork complies with Daisy/Network criteria’s your job will be changed to ‘Complete’ and you will then receive a Status Update confirming your connection has been validated and processed for payment. When the criteria’s has not been met you will receive a Status Update requesting the changes required to the paperwork before you connection can be processed for payment. NB All O2 and Vodafone Original Contracts are not required to be sent into Daisy Distribution; however, the originals must be retained by your business for the minimum of 6 years to comply with the GC23 Network Policies.

11 This information and a full audit trail can be found within the InTouch job under ‘Notes’ or ‘Job History’ You will need to go in to the ‘Closed Jobs’ tab and view details to ensure your request has been processed as requested, reporting any tariff/bolt-on discrepancies within 48 hours. Please ensure your customer reviews their first bill to ensure all is correct, pro-rata billing will apply depending on bill date

Vodafone Zygo Credit Checks




is an existing or new customer, providing existing account number or mobile phone number. 3 Go to ‘Contact Details’ tab.

All credit checks must have a contact. For Sole Traders or Partnerships you must also state 3 years’ worth of personal addresses for owners / partners. Ensure you tick the contact selection once contact details have been added / selected. For Vodafone Zygo you must supply an email address for the customer.


Select Payment Method and if a Port or New Connection 5 Go to ‘Files’ tab and attach a purchase order if available.

Submit Job 6 If Daisy Distribution requires additional information, the job status will be changed to ‘Awaiting Dealer’



change job status to Complete which will trigger an email advising. This information and a full audit trail can be found in the ‘Completed Jobs’ tab under ‘Notes’ or ‘Job History’. Please note if the credit check passes you can convert the job into a new connection or port job.

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Vodafone Zygo New Connection / Port Step

Process

1 If the Credit Check has been processed via InTouch open InTouch and select the ‘Convert Job’ option

on the InTouch Homepage. Choose the relevant job from the drop down selection and select ‘Convert’, then choose a ‘New Connection’ or ‘Port’ job. Alternatively select ‘Add Job’, network and create a ‘New Connection’ or ‘Port’ job. If customer details cannot be found a NEW CUSTOMER will need to be created and you must complete all sections marked with a red asterisk *


what is required, with any special instructions and advise if paying by direct debit. Any additional funding authorisation reference (if applicable) must be stated in the Description field.





b) Download XLS Template – Make sure macros are enabled. Complete cell B2 Network from the drop down section, then complete left to right from cell A4. Again choose from drop down selection if available in the cell. Do not leave any spaces in CTN’s, numbers must look like 07870000000 not 07870 000000. Once complete save to a folder, go to ‘Upload XLS Template’ and attach.

If all tabs are outlined or shaded green, you can now submit. If any of the tabs are red, go to that tab and select ‘Show / Hide Validation’, this will show errors. Submit – Intouch will move the request to the ‘Open Job’ tab and a status update will be emailed showing the job number and the status will change to ‘Pending’. Daisy Distribution will process your request and the status will change to ‘Awaiting Network’. Go To Step 6.


and InTouch will send an automated email stating change and required information. To respond, go to InTouch and ‘Open Jobs’, click on job to open, go to notes section and complete response then select ‘Add Note’. This will send a response back to Daisy Distribution to action and the status will change to ‘Pending’. Daisy Distribution will then create an electronic contract (e-contract) which will be sent to the customer’s email address for signing. The network will not process the request until the customer has signed this. You will be advised when the e-contract has been sent to the customer so that you can advise them to sign it, and also once it has been received by the network. Daisy Distribution will process your request and the status will change to ‘Awaiting Network’.


Notification’ stating additional account information if necessary. Details will be added to the Connections Grid and the job status will changed to Quality Control, this will send a status update via email confirming the request has been actioned and is with Quality Control for final checking and confirmation. You can now view connection details on the Connection Grid of the open inTouch job.

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Quality Control will then validate the proofs, connection details and process for self-bill. Job will then be set to Complete instructing you of connection details. If the supplied proofs do not meet network specifications, then job will be set to ‘Awaiting Dealer’, a status update will be sent detailing proofs required to pass for payment. Once correct proofs have been uploaded to the ‘Files’ tab on the job. QC will validate and if acceptable add to the payment system and change the job status to ‘Complete’, which will send a final status update via email confirming the job has been fully actioned. This information and a full audit trail can be found in the ‘Completed Jobs’ tab under ‘Notes’ or ‘Job History’. You will need to go in to the ‘Closed Jobs’ tab and view details to ensure all has been processed correctly, reporting any tariff / bolt-on discrepancies within 48 hours. Please ensure you review the customer’s first bill to ensure they are being charged correctly.

Vodafone Zygo Banding / Upgrade Eligibility & End Dates

Step Process 1 To check end-dates and upgrade eligibility on existing customers, go to InTouch, select ‘Add Job’,

network and create a ‘Banding Check’ job.Bandings are refreshed twice yearly on the 1st Feb and 1st September. You can only request these details on your own customer base, see Vodafone current Manage Base / Migration rules. If customer details cannot be found a NEW CUSTOMER will need to be created and you must complete all sections marked with a red asterisk *


tab. If the customer is not currently under your base please ensure you provide a letter of authorisation from the customer stating that they give you authority to obtain the information (attach to files section). You can attach other documentation to the files section if you wish. Submit – Intouch will move the request to the ‘Open Job’ tab and a status update will be emailed showing the job number and the status will change to ‘Pending’.



and InTouch will send an automated email stating change and required information. To respond, go to InTouch and ‘Open Jobs’, click on job to open, go to notes section and complete response then select ‘Add Note’. This will send a response back to Daisy Distribution to action and change the status to ‘Pending’ Daisy Distribution will process your request and the status will change to ‘Awaiting Network’.



Vodafone Zygo Upgrades


option on the InTouch Homepage. Choose the relevant job from the drop down selection and select ‘Convert’ to an ‘Upgrade’ Alternatively select ‘Add Job’, network and create a ‘Resign’ job.

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2 Go to ‘Job Details’ tab enter number of lines you wish to resign, state in the description field exactly what is required, with any special instructions. Any additional funding authorisation reference or upgrade authorisation reference (if applicable) must be stated in the Description field.

3 Go to ‘Files Section’ and attach an electronic copy of the purchase order and any other proofs, if not

already attached from converting the Banding Check job (see latest ‘Pulse’ pack for up to date proof requirements). Purchase order must be dated within the last 30 days and be signed, dated, with the signatories name and position printed. It must also state contract term, tariff and bolt-ons (if customer is retaining existing tariff and bolt-ons this should be specified)

4 Go to ‘Connections’ tab – There are two ways to complete the Connections Grid. a) Working from left to right complete each section, choose from the drop down selection if

available. All cells highlighted pink must be completed. Ensure you state tariff and required bolt-ons. Also state in the comments field if you wish to remove an existing bolt-on.

b) Download XLS Template – Make sure macros are enabled. Complete cell B2 Network from the drop down section, then complete left to right from cell A4. For Vodafone Zygo always choose ‘Upgrade’ as the job type. Again choose from drop down selection if available in the cell. Do not leave any spaces in CTN’s, numbers must look like 07870000000 not 07870 000000. Once complete save to a folder, go to ‘Upload XLS Template’ and attach.

If all tabs are outlined or shaded green, you can now submit. If any of the tabs are red, go to that tab and select ‘Show / Hide Validation’, this will show errors. Submit – Intouch will move the request to the ‘Open Job’ tab and a status update will be emailed showing the job number and the status will change to ‘Pending’. Daisy Distribution will process your request and the status will change to ‘Awaiting Network’. Go to step 6


and InTouch will send an automated email stating change and required information. To respond, go to InTouch and ‘Open Jobs’, click on job to open, go to notes section and complete response then select ‘Add Note’. This will send a response back to Daisy Distribution to action and the status will change to ‘Pending’. Daisy Distribution will then create an electronic contract (e-contract) which will be sent to the customer’s email address for signing. The network will not process the request until the customer has signed this. You will be advised when the e-contract has been sent to the customer so that you can advise them to sign it, and also once it has been received by the network. Daisy Distribution will process your request and the status will change to ‘Awaiting Network’.


Notification’ stating additional account information if necessary. Details will be added to the Connections Grid and the job status will changed to Quality Control, this will send a status update via email confirming the request has been actioned and is with Quality Control for final checking and confirmation. You can now view connection details on the Connection Grid of the open inTouch job. Quality Control will then validate the proofs, connection details and process for self-bill. Job will then be set to Complete instructing you of connection details. If the supplied proofs do not meet network specifications, then job will be set to ‘Awaiting Dealer’, a status update will be sent detailing proofs required to pass for payment. Once correct proofs have been uploaded to the ‘Files’ tab on the job. QC will validate and if acceptable add to the payment system and change the job status to ‘Complete’, which will send a final status update via email confirming the job has been fully actioned. This information and a full audit trail can be found in the ‘Completed Jobs’ tab under ‘Notes’ or ‘Job History’.

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You will need to go in to the ‘Closed Jobs’ tab and view details to ensure all has been processed correctly, reporting any tariff / bolt-on discrepancies within 48 hours. Please ensure you review the customer’s first bill to ensure they are being charged correctly.

Vodafone Zygo Account Changes

Step Process 1 To change Bolt-on’s, usernames, direct debit details or billing address, go to InTouch R3, select ‘Add

Job’, network and create an ‘Account Change’ job. If customer details cannot be found a NEW CUSTOMER will need to be created and you must complete all sections marked with a red asterisk * Please note you can only change details on your own customer base, see Vodafone current managed base / migration rules.

2 State number / account number with required changes in the Description field on the ‘JOB DETAILS’

tab. You can attach documentation to the files section if you wish. Submit – Intouch will move the request to the ‘Open Job’ tab and a status update will be emailed showing the job number and the status will change to ‘Pending’.






Vodafone Zygo Bolt-ons (VAS)

Step Process 1 To add or remove Bolt-on’s, go to InTouch R3, select Add Job, network and create an ‘Account Change’



DETAILS’ tab. Please note you can only change details on your own customer base, see Vodafone current managed base / migration rules. Submit – Intouch will move the request to the ‘Open Job’ tab and a status update will be emailed showing the job number and the status will change to ‘Pending’.



and InTouch will send an automated email stating change and required information.

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To respond, go to InTouch and ‘Open Jobs’, click on job to open, go to notes section and complete response then select ‘Add Note’. This will send a response back to Daisy Distribution to action and change the status to ‘Pending’. Daisy Distribution will process your request and the status will change to ‘Awaiting Network’.

5 Once changes have been confirmed by the Network, Daisy Distribution will add details and change job status to Complete which will send a status update confirming request has been actioned This information and a full audit trail can be found in the ‘Completed Jobs’ tab under ‘Notes’ or ‘Job History’.

Vodafone Zygo Sim Swap

Step Process 1 Go to InTouch R3, select ‘Add Job’, network and create a ‘Sim Swap’ job.


2 State customer mobile and new sim number in the Description field on the ‘JOB DETAILS’ tab.

You can attach documentation to the files section if you wish. Submit – Intouch will move the request to the ‘Open Job’ tab and a status update will be emailed showing the job number and the status will change to ‘Pending’.


Go to Step 5. 4 If Daisy Distribution requires additional information, the job status will be changed to ‘Awaiting Dealer’




Vodafone Zygo Change of Dealer Base

Step Process 1 Go to InTouch, select ‘Add Job’, network and create an Account Change job.



Attach supporting letter from the customer, on official letterhead, stating they wish to move, their reasons, and to which dealer code, to the ‘Files’ section. Submit – Intouch will move the request to the ‘Open Job’ tab and a status update will be emailed showing the job number and the status will change to ‘Pending’.




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5 Once changes have been confirmed by the Network, Daisy Distribution will add details and change job status to Complete which will send a status update confirming request has been actioned This information and a full audit trail can be found in the ‘Completed Jobs’ tab under ‘Notes’ or ‘Job History’.

Vodafone Zygo Change of Ownership

Step Process 1 Go to InTouch, select ‘Add Job’, network and create a Transfer of Ownership job.

If customer details cannot be found a NEW CUSTOMER will need to be created and you must complete all sections marked with a red asterisk * Please note you can only change details on your own customer base, see Vodafone current managed base / migration rules.


Attach supporting Change of Ownership form to the ‘Files’ section plus and any other proofs / contracts (see latest ‘Pulse’ pack for current proof requirements). If any discrepancies are found the job status will be changed to ‘Awaiting Dealer’ until the correct paperwork is received.






Vodafone Zygo Query

Step Process 1 If you have a billing or general query on a customer’s account go to InTouch R3, select ‘Add Job’,

network and create a ‘Query’ job. If customer details cannot be found a NEW CUSTOMER will need to be created and you must complete all sections marked with a red asterisk *


You can attach supporting documentation to the files section if you wish.

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Submit – Intouch will move the request to the ‘Open Job’ tab and a status update will be emailed showing the job number and the status will change to ‘Pending’.






Vodafone Zygo Disconnection

Step Process 1 Go to InTouch, select ‘Add Job’, network and create a ‘Disconnection’ job.



the description field. You will need to supply a letter from the customer, please attach to the ‘Files’ section. NB We cannot request PAC codes on a customer’s behalf. They will need to call customer services to request this. Submit – Intouch will move the request to the ‘Open Job’ tab and a status update will be emailed showing the job number and the status will change to ‘Pending’. Daisy Distribution will process your request and the status will change to ‘Awaiting Network’. Go to Step 4.





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T-Mobile Credit Checks Step Process 1 Go to InTouch, select ‘Add Job’, network and create a ‘Credit Check’ job.

If customer details cannot be found a NEW CUSTOMER will need to be created and you must complete all sections marked with a red asterisk * Ensure the number of employees section is also completed. Please include bank details if credit checking a brand new customer to the network.

2 Go to ‘Job Details’ tab enter number of lines you wish to credit check, state in the description field if

this is an existing or new customer, providing existing account number or mobile phone number. Please also advise if the customer requires roaming (as this needs credit checking for) and also what type of handsets the customer will be taking if known.




Select Payment Method and if a Port or New Connection 5 Go to ‘Files’ tab and attach a purchase order and proofs (see the Pulse guide for compliant proofs)

Ltd company / charity:- 2 business proofs Sole Trader / Partnership – 2 personal and 1 business proofs. Submit – Intouch will move the request to the ‘Open Job’ tab and a status update will be emailed showing the job number and the status will change to ‘Pending’. Daisy Distribution will process your request and the status will change to ‘Awaiting Network’. Go to Step 7




change job status to Complete which will send a status update confirming request has been actioned This information and a full audit trail can be found in the ‘Completed Jobs’ tab under ‘Notes’ or ‘Job History’. Please note if the credit check passes you can convert the job into a new connection or port job.

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T-Mobile Stock Ordering

Step Process 1 Email stock purchase order to [email protected], stating delivery address & ask for

kit details to be emailed. 2 Kit will be ordered and despatched. T-Mobile New Connection / Port - Via Webreg Step Process 1 Go to https://channel.t-mobile.co.uk/Dispatcher?menuid=logout_controller

Log on using your current username and password. Select Pay Monthly & complete required sections. New Customer Number of Connections – Next

2 Confirm that the customer accepts and agrees with the terms and conditions and has signed a copy.

Next 3 Complete all sections of the Customer details and current address

Next You will be asked to confirm the address again. Next

4 Enter payment method.

Enter proof details Next

5 Confirm billing method

Next 6 System will perform a credit vet

Pass – Go to Step 8 Referred – Go to Step 7

7 If credit vet is Referred –

Open InTouch within Google Chrome - https://www.daisydistribution.com/dap3/daphome.aspx Enter current Username and Password. Go to InTouch R3 – Select Launch InTouch r3 Select ‘Add Job’ and create a ‘Query’ Job adding full details, credit vet number, customer documentation and submit. If Daisy Distribution requires additional information, the job status will be changed to ‘Awaiting Dealer’ and InTouch will send an automated email stating change and required information. To respond, go to InTouch and ‘Open Jobs’, click on job to open, go to notes section and complete response then select ‘Add Note’. This will send a response back to Service Delivery to action. Once findings have been confirmed by the Network, Service Delivery will add details and change job status to Complete which will trigger an email advising. This information and a full audit trail can be found in the ‘Completed Jobs’ tab under ‘Notes’ or ‘Job History’.

8 Select the Price Plan and Services required, then activate one or more connections 9 Activate Connections – Enter the mobile and handset IMEI numbers

mailto:[email protected]

https://www.daisydistribution.com/dap3/daphome.aspx

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Enter additional options the customer may require. Webreg will re-confirm details of the sale. Select Next. At this point you will be able to add additional connection details. Please note that if you complete at this point you will not be able to re-open the same agreement later and you will need to action the additional connections via a new credit check for an existing customer.

10 Contract details are re-confirmed to check prior to printing the agreement.

Finish. T-Mobile New Connection / Port - Daisy Distribution Step Process 1 Select ‘Add Job’, select network and create a ‘New Connection’ or ‘Port’ job.



what is required, with any special instructions and advise if paying by direct debit. Any additional funding authorisation reference (if applicable) must be stated in the Description field. If the account is not already handled by you, then you must provide a’ Request for Dealer Authority Letter’.

3 Go to ‘Files Section’ and attach an electronic copy of the contract and purchase order, plus any other

required proofs (please see back of ‘Pulse’ commissions guide for up to date proof list), if not already attached from converting the Credit Check job. Purchase order must be dated within the last 30 days and be signed, dated, with the signatories name and position clearly printed. It must also state contract term, tariff and bolt-ons.



b) Download XLS Template – Make sure macros are enabled. Complete cell B2 Network from the drop down section, then complete left to right from cell A4. Again choose from drop down selection if available in the cell. Do not leave any spaces in CTN’s, numbers must look like 07870000000 not 07870 000000. Once complete save to a folder, go to ‘Upload XLS Template’ and attach.

If all tabs are outlined or shaded green, you can now submit. If any of the tabs are red, go to that tab and select ‘Show / Hide Validation’, this will show errors. Please note – The purchase order must match the connections grid to avoid delays. Submit – Intouch will move the request to the ‘Open Job’ tab and a status update will be emailed showing the job number and the status will change to ‘Pending’. Daisy Distribution will process your request and the status will change to ‘Awaiting Network’. Go to Step 6



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Daisy Distribution will process your request and the status will change to ‘Awaiting Network’. 6 Once details have been processed with the Network, Daisy Distribution will add details and change job

status to Complete and attach connection details, which will trigger an email advising. This information and a full audit trail can be found in the ‘Completed Jobs’ tab under ‘Notes’ or ‘Job History’. You will need to go in to the ‘Closed Jobs’ tab and view details to ensure all has been processed correctly, reporting any tariff / bolt-on discrepancies within 48 hours. Please ensure you review the customer’s first bill to ensure they are being charged correctly.

T-Mobile Banding / Upgrade Eligibility Check

Step Process 1 To check end-dates and upgrade eligibility on existing customers, go to InTouch, select ‘Add Job’,

network and create a ‘Banding Check’ job. If customer details cannot be found a NEW CUSTOMER will need to be created and you must complete all sections marked with a red asterisk *

2 State mobile / account number with information required in the Description field on the ‘JOB DETAILS’

tab. Ensure the billing postcode is provided if different from the registered address. You must obtain a letter from your customer (on official letterhead), detailing requirements and attach to the ‘Files’ tab. If the account is not already handled by you, then you must provide a’ Request for Dealer Authority Letter’. Submit Job. InTouch will move your request to the ‘Open Job’ tab and a status update will be emailed showing the job number and the status will change to ‘Pending’.



4 If Daisy Distribution require additional information, the job status will be changed to

‘Awaiting Dealer’ and InTouch will send an automated email stating change and required information. To respond, go to InTouch and ‘Open Jobs’, click on job to open, go to notes section and complete response then select ‘Add Note’. This will send a response back to Daisy Distribution to action and the status will change to ‘Pending’. Go to Step 3



T-Mobile Resigns / Upgrades

Step Process 1 If the Banding Check has been processed via InTouch, open InTouch select the ‘Convert Job’ option on

the InTouch Homepage. Choose the relevant job from the drop down selection and select ‘Convert’ to an ‘Resign’ Alternatively select ‘Add Job’, network and create a ‘Resign’ job. If customer details cannot be found a NEW CUSTOMER will need to be created and you must complete all sections marked with a red asterisk *

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If the account is not already handled by you, then you must provide a’ Request for Dealer Authority Letter’.

2 Go to ‘Job Details’ tab, enter the number of lines you wish to resign, state in the description field exactly

what is required, with any special instructions. 3 Go to ‘Files’ tab and attach an electronic copy of the purchase order and any other proofs / contracts


4 Go to ‘Connections’ tab – There are two ways to complete the Connections Grid. c) Go to ‘Connections’ tab - Working from left to right complete each section, choose from the drop

down selection if available. All cells highlighted pink must be completed. Ensure you state tariff and required bolt-ons. Ports – ensure you advise a port date or we will set at next available date.

d) Download XLS Template – Make sure macros are enabled. Complete cell B2 Network from the

drop down section, then complete left to right from cell A4. Again choose from drop down selection if available in the cell.

Do not leave any spaces in CTN’s, numbers must look like 07870000000 not 07870 000000. Once complete save to a folder, go to ‘Upload XLS Template’ and attach.





status to Complete and attach connection details, which will send a status update confirming request has been actioned. This information and a full audit trail can be found in the ‘Completed Jobs’ tab under ‘Notes’ or ‘Job History’. You will need to go in to the ‘Closed Jobs’ tab and view details to ensure all has been processed correctly, reporting any tariff / bolt-on discrepancies within 48 hours. Please ensure you review the customer’s first bill to ensure they are being charged correctly.

T-Mobile Sim Swap

Step Process 1 To swap a sim card, go to InTouch R3, select ‘Add Job’, network and create a ‘Sim Swap’ job. If

customer details cannot be found a NEW CUSTOMER will need to be created and you must complete all sections marked with a red asterisk *


‘JOB DETAILS’ tab. Submit Job. InTouch will move your request to the ‘Open Job’ tab and a status update will be emailed showing the job number and the status will change to ‘Pending’.


48



to ‘Awaiting Dealer’ and InTouch will send an automated email stating change and required information. To respond, go to InTouch and ‘Open Jobs’, click on job to open, go to notes section and enter a response then select ‘Add Note’. This will send a response back to Daisy Distribution to action, changing the status to ‘Pending’. Go to Step 3. Daisy Distribution will then process your request with the network and the status will change to ‘Awaiting Network’.

5 Once changes have been confirmed by the Network, Daisy Distribution will add details and change job status to Complete which will send a status update via email confirming the request has been actioned. This information and a full audit trail can be found in the ‘Completed Jobs’ tab under ‘Notes’ or ‘Job History’.

T-Mobile Account Changes

Step Process 1 To change Bolt-on’s, usernames, direct debit details or billing address, go to InTouch R3, select ‘Add

Job’, network and create an ‘Account Change’ job. If customer details cannot be found a NEW CUSTOMER will need to be created and you must complete all sections marked with a red asterisk *


‘JOB DETAILS’ tab. Please ensure you obtain a letter from the customer (on official company letterhead), detailing T-Mobile account number and required changes and attach this under the ‘Files’ tab. If the account is not already handled by you, then you must provide a’ Request for Dealer Authority Letter’. Submit Job. InTouch will move your request to the ‘Open Job’ tab and a status update will be emailed showing the job number and the status will change to ‘Pending’.




changed to ‘Awaiting Dealer’ and InTouch will send an automated email stating change and required information. To respond, go to InTouch and ‘Open Jobs’, click on job to open, go to notes section and enter a response then select ‘Add Note’. This will send a response back to Daisy Distribution to action, changing the status to ‘Pending’. Go to Step 3. Daisy Distribution will then process your request with the network and the status will change to ‘Awaiting Network’.



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T-Mobile / PAC Request

Step Process 1 Go to InTouch and create a ‘Disconnection’ job.



the description field. You must obtain a letter from the customer confirming details and attach to the ‘Files’ tab. If the account is not already handled by you, then you must provide a’ Request for Dealer Authority Letter’. Submit Job. InTouch will move your request to the ‘Open Job’ tab and a status update will be emailed showing the job number and the status will change to ‘Pending’. Daisy Distribution will process your request and the status will change to ‘Awaiting Network’.





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EE Small Business Account Change

Step Process 1 To add party or process sim swaps, go to InTouch R3, select ‘Add Job’, network, and create an

’Account Change’ job. If customer details cannot be found a NEW CUSTOMER will need to be created and you must complete all sections marked with a red asterisk*

2 State mobile/ account number with required changes in the Description field on the ‘Job Details’

tab. If the account is not already handled by you, then you must provide a ‘3rd Party Request Form’. Submit job. InTouch will move your request to the ‘Open Job’ tab and a status update will be emailed showing the job number and the status will change to ‘Pending’.

3 Daisy Distribution will then process your request with the network and the status will change to

‘Awaiting Network’. Go to step 5.


changed to ‘Awaiting Dealer’ and InTouch will send an automated email stating change and required information. To respond, go to InTouch and ‘Open Jobs’, click on job to open, go to notes section and enter a response then select ‘add note’. This will send a response back to Daisy Distribution to action, changing the status to ‘Pending’. Go to step 3.

5 Once changes have been confirmed by the network, Daisy Distribution will add details and

change job status to Complete which will send a status update via email confirming the request has been actioned. This information and a full audit trail can be found in the ‘Completed Jobs’ tab under ‘Notes’ or ‘Job History’.

EE Small Business Banding / Upgrade Eligibility Check

Step Process 1 AT THIS TIME THE NETWORK HAVE NOT DECIDED HOW THESE WILL BE PROCESSED

AS NO EE CUSTOMER WILL BE ELIGIBLE FOR OVER A YEAR.

EE Small business Disconnection / PAC Request

Step Process 1 Go to InTouch R3, select ‘Add Job’, network, and create a ’Disconnection’ job.

If customer details cannot be found a NEW CUSTOMER will need to be created and you must complete all sections marked with a red asterisk*

2 Go to ‘Job Details’ tab, enter number of lines you wish to disconnect, state reason for

disconnection in the description field. You must provide the request in writing from the named person at the company requesting the disconnections.

3 Submit job.

InTouch will move your request to the ‘Open Job’ tab and a status update will be emailed showing the job number and the status will change to ‘Pending’. Daisy Distribution will then process your request with the network and the status will change to

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‘Awaiting Network’. Go to step 5.


changed to ‘Awaiting Dealer’ and InTouch will send an automated email stating change and required information. To respond, go to InTouch and ‘Open Jobs’, click on job to open, go to notes section and enter a response then select ‘add note’. This will send a response back to Daisy Distribution to action, changing the status to ‘Pending’. Go to step 3.

5 Once changes have been confirmed by the network, Daisy Distribution will add details and

change job status to Complete which will send a status update via email confirming the request has been actioned. This information and a full audit trail can be found in the ‘Completed Jobs’ tab under ‘Notes’ or ‘Job History’.

EE Small Business New Connection / Port Request

Step Process 1 Select ‘Add Job’, select network and create a ‘New Connection’ or ‘Port’ job.


2 Go to ‘Job Details’ tab enter number of lines you wish to connect, state in the description field

exactly what is required, with any special instructions and advise if paying by direct debit. Any additional funding authorisation reference (if applicable) must be stated in the Description field.

3 Go to ‘Files Section’ and attach an electronic copy of the contract and purchase order, plus any other required proofs (please see back of ‘Pulse’ commissions guide for up to date proof list), if not already attached from converting the Credit Check job. Purchase order must be dated within the last 30 days and be signed, dated, with the signatories name and position clearly printed. It must also state network, contract term, tariff and bolt-ons.


a) Working from left to right complete each section, choose from the drop down selection if available. All cells highlighted pink must be completed. Ensure you state tariff and required bolt-ons. Ports – ensure you advise a port date or we will set at earliest date. b) Download XLS Template – Make sure macros are enabled. Complete cell B2 Network from the drop down section, then complete left to right from cell A4. Again choose from drop down selection if available in the cell. Do not leave any spaces in CTN’s, numbers must look like 07870000000 not 07870 000000. Once complete save to a folder, go to ‘Upload XLS Template’ and attach. If all tabs are outlined or shaded green, you can now submit. If any of the tabs are red, go to that tab and select ‘Show / Hide Validation’, this will show errors. Please note – The purchase order must match the connections grid to avoid delays. Please also ensure the Temporary Number is in the CTN column and the port number is in comments. Submit – Intouch will move the request to the ‘Open Job’ tab and a status update will be emailed showing the job number and the status will change to ‘Pending’.

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Daisy Distribution will process your request and the status will change to ‘Awaiting Network’. Go to Step 6


Dealer’ and InTouch will send an automated email stating change and required information. To respond, go to InTouch and ‘Open Jobs’, click on job to open, go to notes section and complete response then select ‘Add Note’. This will send a response back to Daisy Distribution to action and the status will change to ‘Pending’. Daisy Distribution will process your request and the status will change to ‘Awaiting Network’.

6 Once details have been processed with the Network, Daisy Distribution will add details and

change job status to Complete and attach connection details, which will trigger an email advising. This information and a full audit trail can be found in the ‘Completed Jobs’ tab under ‘Notes’ or ‘Job History’. You will need to go in to the ‘Closed Jobs’ tab and view details to ensure all has been processed correctly, reporting any tariff / bolt-on discrepancies within 48 hours. Please ensure you review the customer’s first bill to ensure they are being charged correctly.

EE Small Business Resigns / Upgrades

Step Process 1 If the Banding Check has been processed via InTouch, open InTouch select the ‘Convert

Job’ option on the InTouch Homepage. Choose the relevant job from the drop down selection and select ‘Convert’ to an ‘Resign’ Alternatively select ‘Add Job’, network and create a ‘Resign’ job. If customer details cannot be found a NEW CUSTOMER will need to be created and you must complete all sections marked with a red asterisk * If the account is not already handled by you, then you must provide a’ Request for Dealer Authority Letter’.

2 Go to ‘Job Details’ tab, enter the number of lines you wish to resign, state in the description

field exactly what is required, with any special instructions.

3 Go to ‘Files’ tab and attach an electronic copy of the purchase order and any other proofs /

contracts (see latest ‘Pulse’ pack for current proof requirements), if not already attached from converting the Banding Check job. Purchase order must be dated within the last 30 days and correspond fully with details entered on the Connection Grid. PO must be signed with signatories name and position clearly printed.


c) Go to ‘Connections’ tab - Working from left to right complete each section, choose from the drop down selection if available. All cells highlighted pink must be completed. Ensure you state tariff and required bolt-ons. Ports – ensure you advise a port date or we will set at next available date. d) Download XLS Template – Make sure macros are enabled. Complete cell B2 Network from the drop down section, then complete left to right from cell A4. Again choose from drop down selection if available in the cell. Do not leave any spaces in CTN’s, numbers must look like 07870000000 not 07870 000000. Once complete save to a folder, go to ‘Upload XLS Template’ and attach. If all tabs are outlined or shaded green, you can now submit. If any of the tabs are red, go to

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that tab and select ‘Show / Hide Validation’, this will show errors. Submit Job InTouch will move your request to the ‘Open Job’ tab and status update will be emailed showing the job number and the status will change to ‘Pending’. Daisy Distribution will process your request and the status will change to ‘Awaiting Network’.

5 If Daisy Distribution require additional information to process the request, the job status will be



change job status to Complete and attach connection details, which will send a status update confirming request has been actioned. This information and a full audit trail can be found in the ‘Completed Jobs’ tab under ‘Notes’ or ‘Job History’. You will need to go in to the ‘Closed Jobs’ tab and view details to ensure all has been processed correctly, reporting any tariff / bolt-on discrepancies within 48 hours. Please ensure you review the customer’s first bill to ensure they are being charged correctly.

EE Small Business Process – iPhone for non-approved partners

Step Process 1 Select ‘Add Job’, network and create a ‘Fulfilment Upgrade’ or ‘Fulfilment New’ job, depending

on if the iPhones are for connections/ports or upgrades. N.B. Please ensure a banding check for upgrades or credit check for connections is processed prior to the fulfilment request. We also cannot process any stock but iPhones on EE Fulfilment. If customer details cannot be found a New Customer will need to be created and you must complete all sections marked with a red asterisk *

2 Go to ‘Job Details’ tab enter number of lines you wish to resign/connect, state in the description

field exactly what is required, with any special instructions and advise of DA reference (if applicable). Please also advice of sim delay required (max 6 day) if upgrade, or port date for ports.


contracts (see latest ‘Pulse’ pack for current proof requirements). Purchase order must be dated within the last 30 days and correspond fully with details entered on the Connection Grid. PO must be signed with signatories name and position clearly printed.

4 Go to ‘Connections’ tab - Working from left to right complete each section, choose from the

drop down selection if available. All cells highlighted pink must be completed. Ensure you state tariff and required bolt-ons. Also state in the comments field if you wish to remove an existing bolt-on. Do not leave any spaces in CTN’s, numbers must look like 07870000000 not 07870 000000. N.B. For EE small business iPhones you will need to select a sim, as they do not come with the handset, the correct sim for a small business iPhone5 is 300007513 - Ee Nano Standard Lte Paym - Small B2b Article. You will also need to ensure you select a small business handset. This is denoted by the SB2B at the end of the item number, the description will also state ‘small business’. If all tabs are outlined or shaded green, you can now submit. If any of the tabs are red, go to that tab and select ‘Show / Hide Validation’, this will show errors. Submit – InTouch will move your request to the ‘Open Job’ tab and a status update will be

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emailed showing the job number and the status will change to ‘Pending’. 5 If Daisy Distribution requires additional information, the job status will be changed to

‘Awaiting Dealer’ and InTouch will send an automated email stating change and required information.


6 Daisy Distribution will then arrange for kit to be picked and upgraded/connected as per process

for the job type. Kit will then be dispatched for next day delivery direct to the customer (ex. Saturday). You will be notified of kit details when job is completed.



EE Small Business – Credit Check

Step Process 1 Go to InTouch, select ‘Add Job’, and network and create a ‘Credit Check’ job.

If customer details cannot be found a NEW CUSTOMER will need to be created and you must complete all sections marked with a red asterisk * Ensure the number of employees section is also. Please include bank details if credit checking a brand new customer to the network

2 Go to ‘Job Details’ tab enter number of lines you wish to credit check, state in the description

field if this is an existing or new customer, providing existing account number or mobile phone number. Please also advise what type of handsets the customer will be taking if known.




Select Payment Method. 5 Go to ‘Files’ tab and attach proofs (see ‘the guide’ for compliant proofs)

Ltd company / charity:- 2 business proofs Sole Trader / Partnership – 2 personal and 1 business proofs. Submit – Intouch will move the request to the ‘Open Job’ tab and a status update will be emailed showing the job number and the status will change to ‘Pending’. Daisy Distribution will process your request and the status will change to ‘Awaiting Network’. Go to Step 7


changed to ‘Awaiting Dealer’ and InTouch will send an automated email stating change and required information. To respond, go to InTouch and ‘Open Jobs’, click on job to open, go to notes section and

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complete response then select ‘Add Note’. This will send a response back to Daisy Distribution to action and the status will change to ‘Pending’. Daisy Distribution will process your request and the status will change to ‘Awaiting Network’.

7 Once the check has been confirmed / rejected by the Network, Daisy Distribution will add

details and change job status to Complete which will send a status update confirming request has been actioned This information and a full audit trail can be found in the ‘Completed Jobs’ tab under ‘Notes’ or ‘Job History’. Please note if the credit check passes you can convert the job into a new connection or port job.

EE Small Business Migration from Orange IMPORTANT – If the customer is currently on a talk share plan with Orange the account will need disbanding before we can process the migration. Disbands can only take place on the customers next bill date. If you require Daisy Distribution to set the disband, please advise of the customer’s bill date and which single plan tariff they wish to disband down to for the interim period. Daisy Distribution will process the disband with the network and diarise to process the migrations once the disband has been confirmed.


Job’ option on the InTouch Homepage. Choose the relevant job from the drop down selection and select ‘Convert’ to an ‘Resign’ Alternatively select ‘Add Job’, network and create a ‘Resign’ job. If customer details cannot be found a NEW CUSTOMER will need to be created and you must complete all sections marked with a red asterisk *

2 Go to ‘Job Details’ tab, enter the number of lines you wish to migrate, state in the description





c) Go to ‘Connections’ tab - Working from left to right complete each section, choose from the drop down selection if available. All cells highlighted pink must be completed. Ensure you state tariff and required bolt-ons. d) Download XLS Template – Make sure macros are enabled. Complete cell B2 Network from the drop down section, then complete left to right from cell A4. Again choose from drop down selection if available in the cell. Do not leave any spaces in CTN’s, numbers must look like 07870000000 not 07870 000000. Once complete save to a folder, go to ‘Upload XLS Template’ and attach. If all tabs are outlined or shaded green, you can now submit. If any of the tabs are red, go to that tab and select ‘Show / Hide Validation’, this will show errors. N.B. You will need to put the migrating number in the CTN column and the EE temp number in the comments. Submit Job InTouch will move your request to the ‘Open Job’ tab and status update will be emailed showing the job number and the status will change to ‘Pending’. Daisy Distribution will process your request and the status will change to ‘Awaiting Network’.

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change job status to Complete and attach connection details, which will send a status update confirming request has been actioned. This information and a full audit trail can be found in the ‘Completed Jobs’ tab under ‘Notes’ or ‘Job History’. The customer will need to then put the sims into the handsets to activate. You will need to go in to the ‘Closed Jobs’ tab and view details to ensure all has been processed correctly, reporting any tariff / bolt-on discrepancies within 48 hours. Please ensure you review the customer’s first bill to ensure they are being charged correctly.

EE Small Business Migration from T-Mobile


Job’ option on the InTouch Homepage. Choose the relevant job from the drop down selection and select ‘Convert’ to an ‘Resign’ Alternatively select ‘Add Job’, network and create a ‘Resign’ job. If customer details cannot be found a NEW CUSTOMER will need to be created and you must complete all sections marked with a red asterisk *

2 Go to ‘Job Details’ tab, enter the number of lines you wish to resign, state in the description





c) Go to ‘Connections’ tab - Working from left to right complete each section, choose from the drop down selection if available. All cells highlighted pink must be completed. Ensure you state tariff and required bolt-ons. d) Download XLS Template – Make sure macros are enabled. Complete cell B2 Network from the drop down section, then complete left to right from cell A4. Again choose from drop down selection if available in the cell. Do not leave any spaces in CTN’s, numbers must look like 07870000000 not 07870 000000. Once complete save to a folder, go to ‘Upload XLS Template’ and attach. If all tabs are outlined or shaded green, you can now submit. If any of the tabs are red, go to that tab and select ‘Show / Hide Validation’, this will show errors. Please put the migrating numbers in CTN and the EE temp numbers in comments.

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Submit Job InTouch will move your request to the ‘Open Job’ tab and status update will be emailed showing the job number and the status will change to ‘Pending’. Daisy Distribution will process your request and the status will change to ‘Awaiting Network’.




change job status to Complete and attach connection details, which will send a status update confirming request has been actioned. This information and a full audit trail can be found in the ‘Completed Jobs’ tab under ‘Notes’ or ‘Job History’. If delayed migration has been selected the customer will need to text switch to 33333 from the T-Mobile handset to activate. You will need to go in to the ‘Closed Jobs’ tab and view details to ensure all has been processed correctly, reporting any tariff / bolt-on discrepancies within 48 hours. Please ensure you review the customer’s first bill to ensure they are being charged correctly.

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EE Corporate Account Changes

Step Process 1 To add 3rd Party or process sim swaps, go to InTouch R3, select ‘Add Job’, network and create

an ‘Account Change’ job. NB We cannot change Bolt-ons, usernames; direct debit details or billing address after connection/upgrade unless it was a connection/upgrade error. Only someone with 3rd party authorization or the customer can do this. If customer details cannot be found a NEW CUSTOMER will need to be created and you must complete all sections marked with a red asterisk *

2 State number / account number with required changes in the Description field on the ‘JOB

DETAILS’. Attach relevant documentation to the files section. Submit Job. InTouch will move the request to the ‘Open Job’ tab and a status update will be emailed showing the job number and the status will change to ‘Awaiting Network’.

3 InTouch will move the request to the ‘Open Job’ tab and a status update will be emailed

showing the job number and the status will change to ‘Awaiting Network’. Go to Step 5


changed to ‘Awaiting Dealer’ and InTouch will send an automated email stating change and required information. To respond, go to InTouch and ‘Open Jobs’, click on job to open, go to notes section and complete response then select ‘Add Note’. This will send a response back to Daisy Distribution to action and the status will change to ‘Pending’. Daisy Distribution will now process your request and the status will change to ‘Awaiting Network’.

5 Once changes have been confirmed by the Network, Daisy Distribution will add details and

change job status to Complete which will send a status update confirming request has been actioned. This information and a full audit trail can be found in the ‘Completed Jobs’ tab under ‘Notes’ or ‘Job History’

EE Corporate Process – Banding Check

Step Process 1 AS YET THE NETWORK HAS NOT DECIDED ON THE BANDING REQUEST PROCESS AS

NO EE CUSTOMER WILL BE ELIGIBLE FOR OVER A YEAR. EE Corporate Process – Credit Check


If customer details cannot be found a NEW CUSTOMER will need to be created and you must complete all sections marked with a red asterisk * Please ensure the following is supplied.

• Business name & address • Co Reg No (if Ltd) • Time in business • Director’s name • If sole trader we require proprietor’s DOB and home address. • We also require the tariff the customer has requested and the number of lines. • Number of Employees • Is Roaming Required?

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Please include bank details if credit checking a brand new customer to the network.

2 Go to ‘Job Details’ tab enter number of lines you wish to credit check, state in the description

field if this is an existing or new customer, if existing account number or mobile phone number needs to be supplied. Please also advise if the customer requires roaming (as this needs credit checking for) and also what type of handsets the customer will be taking if known.




Select Payment Method and if a Port or New Connection 5 Go to ‘Files’ tab and attach a purchase order if available. Please also advise if roaming will be

required and what handsets they will be taking. Submit – Intouch will move the request to the ‘Open Job’ tab and a status update will be emailed showing the job number and the status will change to ‘Pending’. Daisy Distribution will process your request and the status will change to ‘Awaiting Network’. Go to Step 7



7 Once the check has been confirmed / rejected by the Network, Daisy Distribution will add

details and change job status to Complete which will send a status update confirming request has been actioned This information and a full audit trail can be found in the ‘Completed Jobs’ tab under ‘Notes’ or ‘Job History’. Please note if the credit check passes you can convert the job into a new connection or port job.

EE Corporate Process – Disconnections

Step Process 1 If the customer wishes to process a 7 day distance selling disconnection go to InTouch and

create a ‘Disconnection’ job. NB We cannot process end of contract disconnections with the network. The customer will need to call EE customer services to request these themselves. We also cannot obtain PAC codes on their behalf. If customer details cannot be found a NEW CUSTOMER will need to be created and you must complete all sections marked with a red asterisk *

2 Go to ‘Job Details’ tab, enter number of lines you wish to disconnect, state reason for

disconnection in the description field. You will need to supply full kit details (mobile, SIM number and IMEI). Submit – Intouch will move the request to the ‘Open Job’ tab and a status update will be emailed showing the job number and the status will change to ‘Pending’. Daisy Distribution will process your request and the status will change to ‘Awaiting Network’.

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3 If Daisy Distribution requires additional information, the job status will be changed to ‘Awaiting Dealer’ and InTouch will send an automated email stating change and required information. To respond, go to InTouch and ‘Open Jobs’, click on job to open, go to notes section and complete response then select ‘Add Note’. This will send a response back to Daisy Distribution to action and the status will change to ‘Pending’. Daisy Distribution will process your request and the status will change to ‘Awaiting Network’.

4 Once notification has been received back from the network, Daisy Distribution will add details

and change job status to Complete which will send a status update confirming request has been actioned If kit was supplied to the customer you will be advised of the RA number and this must be added to the GRA form and emailed to [email protected]. The Returns team will generate a GRA number and send back via email. The kit needs to be returned with a copy of the GRA form to Daisy Distribution, Communications House, 166 Handford Road, Ipswich, IP1 2BH. This information and a full audit trail can be found in the ‘Completed Jobs’ tab under ‘Notes’ or ‘Job History’.

EE Corporate Process – New Connection / Port

Step Process 1 If the Credit Check has been processed via InTouch, select the ‘Convert Job’ option on the

InTouch Homepage. Choose the relevant job from the drop down selection and select ‘Convert’ then choose either a ‘New Connection’ or ‘Port’ job. Alternatively select ‘Add Job’, network and create a ‘New Connection’ or ‘Port’ job. If customer details cannot be found a NEW CUSTOMER will need to be created and you must complete all sections marked with a red asterisk *

2 Go to ‘Job Details’ tab enter number of lines you wish to connect, state in the description field

exactly what is required, with any special instructions and advise if paying by direct debit. Any DA reference (if applicable) must be stated in the Description field.

3 Go to ‘Files Section’ and attach an electronic copy of the purchase order and any other proofs,

if not already attached from converting the Credit Check job (see latest ‘Pulse’ pack for up to date proof requirements). Purchase order must correspond with details entered on the Connection Grid and be dated within the last 30 days on company letterhead, signed, with the signatories full name and position clearly printed. It must state network, contract term, tariff and any chargeable bolt-ons. For limited companies the company registration number should be printed on the letterhead. Important – You must also obtain and retain a signed EE Customer Information Form (CIF).


a) Go to ‘Connections’ tab - Working from left to right complete each section, choose from the drop down selection if available. All cells highlighted pink must be completed. Ensure you state tariff and required bolt-ons. Ports – Please ensure you advise of a port date or we will set the next available date with the network. b) Download XLS Template – Make sure macros are enabled. Complete cell B2 Network from the drop down section, then complete left to right from cell A4. Again choose from drop down selection if available in the cell. Do not leave any spaces in CTN’s, numbers must look like 07870000000 not 07870 000000. Once complete save to a folder, go to ‘Upload XLS Template’ and attach. Please ensure the EE Number is in the CTN column and, if porting, the port number is in the comments. If all tabs are outlined or shaded green, you can now submit. If any of the tabs are red, go to

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that tab and select ‘Show / Hide Validation’, this will show errors. Submit – Intouch will move the request to the ‘Open Job’ tab and a status update will be emailed showing the job number and the status will change to ‘Pending’. Daisy Distribution will process your request and the status will change to ‘Awaiting Network’. Go to Step 6



6 Once details have been confirmed by the Network, Daisy Distribution will add details and

change job status to Complete which will send a status update confirming request has been actioned This information and a full audit trail can be found in the ‘Completed Jobs’ tab under ‘Notes’ or ‘Job History’. You will need to go in to the ‘Closed Jobs’ tab and view details to ensure all has been processed correctly, reporting any tariff / bolt-on discrepancies within within 48 hours. Please ensure you review the customer’s first bill to ensure they are being charged correctly.

EE Corporate Process – Query

Step Process 1 If you have a billing or general query on a customer’s account go to InTouch R3, select network

and create a ‘Query’ job. If customer details cannot be found a NEW CUSTOMER will need to be created and you must complete all sections marked with a red asterisk *

2 State number / account number and query details in the Description field on the ‘JOB DETAILS’

tab. You can attach supporting documentation to the files section if you wish. Submit – Intouch will move the request to the ‘Open Job’ tab and a status update will be emailed showing the job number and the status will change to ‘Pending’. Daisy Distribution will process your request and the status will change to ‘Awaiting Network’.



4 Once changes have been confirmed by the Network, Daisy Distribution will add details and

change job status to Complete which will send a status update confirming request has been actioned This information and a full audit trail can be found in the ‘Completed Jobs’ tab under ‘Notes’ or ‘Job History’.

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EE Corporate Process – Upgrades




what is required, with any special instructions and advise of DA reference (if applicable). Please also advise of sim delay required (max 6 day).


latest ‘Pulse’ pack for up to date proof requirements), if not already attached from converting the Banding Check job. Purchase order must correspond with details entered on the Connection Grid and be dated within the last 30 days on company letterhead, signed, with the signatories full name and position clearly printed. It must state network, contract term, tariff, unlimited and flexible benefits and any chargeable bolt-ons. For limited companies the company registration number should be printed on the letterhead. Please specify if customer is retaining existing tariff and bolt-ons.


a) Go to ‘Connections’ tab - Working from left to right complete each section, choose from the drop down selection if available. All cells highlighted pink must be completed. Ensure you state tariff and required bolt-ons. Also state in the comments field if you wish to remove an existing bolt-on. b) Download XLS Template – Make sure macros are enabled. Complete cell B2 Network from the drop down section, then complete left to right from cell A4. Again choose from drop down selection if available in the cell. Do not leave any spaces in CTN’s, numbers must look like 07870000000 not 07870 000000. Once complete save to a folder, go to ‘Upload XLS Template’ and attach. If all tabs are outlined or shaded green, you can now submit. If any of the tabs are red, go to that tab and select ‘Show / Hide Validation’, this will show errors. Submit – Intouch will move the request to the ‘Open Job’ tab and a status update will be emailed showing the job number and the status will change to ‘Pending’. Daisy Distribution will process your request and the status will change to ‘Awaiting Network’. Go to Step 6



6 Once details have been processed with the Network, Daisy Distribution will add details and change

job status to Complete and attach connection details, which will send a status update confirming request has been actioned This information and a full audit trail can be found in the ‘Completed Jobs’ tab under ‘Notes’ or ‘Job History’. You will need to go in to the ‘Closed Jobs’ tab and view details to ensure all has been processed correctly, reporting any tariff / bolt-on discrepancies within 48 hours. Please ensure you review the customer’s first bill to ensure they are being charged correctly.

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EE Corporate Process – iPhone for non-approved partners

Step Process 1 Select ‘Add Job’, network and create a ‘Fulfilment Upgrade’ or ‘Fulfilment New’ job, depending

on if the iPhones are for connections/ports or upgrades. N.B. Please ensure a banding check for upgrades or credit check for connections is processed prior to the fulfilment request. We also cannot process any stock but iPhones on EE Fulfilment. If customer details cannot be found a New Customer will need to be created and you must complete all sections marked with a red asterisk *

2 Go to ‘Job Details’ tab enter number of lines you wish to resign/connect, state in the description

field exactly what is required, with any special instructions and advise of DA reference (if applicable). Please also advice of sim delay required (max 6 day) if upgrade, or port date for ports.


contracts (see latest ‘Pulse’ pack for current proof requirements). Purchase order must be dated within the last 30 days and correspond fully with details entered on the Connection Grid. PO must be signed with signatories name and position clearly printed.

4 Go to ‘Connections’ tab - Working from left to right complete each section, choose from the

drop down selection if available. All cells highlighted pink must be completed. Ensure you state tariff and required bolt-ons. Also state in the comments field if you wish to remove an existing bolt-on. Do not leave any spaces in CTN’s, numbers must look like 07870000000 not 07870 000000. N.B. For EE corporate iPhones you will not need to select a sim, as it comes with the handset, but you will need to ensure that the handset selected is the corporate model. This is denoted by the CB2B at the end of the item number, the description will also state ‘corporate’. If all tabs are outlined or shaded green, you can now submit. If any of the tabs are red, go to that tab and select ‘Show / Hide Validation’, this will show errors. Submit – InTouch will move your request to the ‘Open Job’ tab and a status update will be emailed showing the job number and the status will change to ‘Pending’.

5 If Daisy Distribution requires additional information, the job status will be changed to

‘Awaiting Dealer’ and InTouch will send an automated email stating change and required information.


6 Daisy Distribution will then arrange for kit to be picked and upgraded/connected as per process

for that job type. Kit will then be dispatched for next day delivery direct to the customer (ex. Saturday). You will be notified of kit details when job is completed.



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EE Corporate Process – Migration from Orange IMPORTANT – If the customer is moving from Orange to EE corporate the customer will not need to set The account to disband, the customer’s tariff will change to the EE plan on their next bill date. You will need to select a sim delay (up to 6 days) for the sim swap to go through.



2 Go to ‘Job Details’ tab enter number of lines you wish to migrate, state in the description field exactly

what is required, with any special instructions and advise of DA reference (if applicable).




a) Go to ‘Connections’ tab - Working from left to right complete each section, choose from the drop down selection if available. All cells highlighted pink must be completed. Ensure you state tariff and required bolt-ons. Also state in the comments field if you wish to remove an existing bolt-on. b) Download XLS Template – Make sure macros are enabled. Complete cell B2 Network from the drop down section, then complete left to right from cell A4. Again choose from drop down selection if available in the cell. Do not leave any spaces in CTN’s, numbers must look like 07870000000 not 07870 000000. N.B. Please ensure that the migrating number is in the CTN field and the EE temp number is in the BAN/URN column. Once complete save to a folder, go to ‘Upload XLS Template’ and attach. If all tabs are outlined or shaded green, you can now submit. If any of the tabs are red, go to that tab and select ‘Show / Hide Validation’, this will show errors. Submit – Intouch will move the request to the ‘Open Job’ tab and a status update will be emailed showing the job number and the status will change to ‘Pending’. Daisy Distribution will process your request and the status will change to ‘Awaiting Network’. Go to Step 6




status to Complete and attach connection details, which will send a status update confirming request

65

has been actioned This information and a full audit trail can be found in the ‘Completed Jobs’ tab under ‘Notes’ or ‘Job History’. You will need to go in to the ‘Closed Jobs’ tab and view details to ensure all has been processed correctly, reporting any tariff / bolt-on discrepancies within 48 hours. Please ensure you review the customer’s first bill to ensure they are being charged correctly.

EE Corporate Process – Migration from T-Mobile IMPORTANT – If the customer wishes to move from T-Mobile to EE corporate the customer will not need to set the account disband, you must however supply a date the customer wishes to migrate, as the network will connect the temp numbers and then move the T-Mobile numbers over on the next available date unless otherwise instructed.



2 Go to ‘Job Details’ tab enter number of lines you wish to migrate, state in the description field exactly

what is required, with any special instructions and advise of DA reference (if applicable).




a) Go to ‘Connections’ tab - Working from left to right complete each section, choose from the drop down selection if available. All cells highlighted pink must be completed. Ensure you state tariff and required bolt-ons. Also state in the comments field if you wish to remove an existing bolt-on. b) Download XLS Template – Make sure macros are enabled. Complete cell B2 Network from the drop down section, then complete left to right from cell A4. Again choose from drop down selection if available in the cell. Do not leave any spaces in CTN’s, numbers must look like 07870000000 not 07870 000000. N.B. Please ensure that the migrating number is in the CTN field and the EE temp number is in the BAN/URN column. Once complete save to a folder, go to ‘Upload XLS Template’ and attach. If all tabs are outlined or shaded green, you can now submit. If any of the tabs are red, go to that tab and select ‘Show / Hide Validation’, this will show errors. Submit – Intouch will move the request to the ‘Open Job’ tab and a status update will be emailed showing the job number and the status will change to ‘Pending’. Daisy Distribution will process your request and the status will change to ‘Awaiting Network’. Go to Step 6


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status to Complete and attach connection details, which will send a status update confirming request has been actioned This information and a full audit trail can be found in the ‘Completed Jobs’ tab under ‘Notes’ or ‘Job History’. You will need to go in to the ‘Closed Jobs’ tab and view details to ensure all has been processed correctly, reporting any tariff / bolt-on discrepancies within 48 hours. Please ensure you review the customer’s first bill to ensure they are being charged correctly.

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