Contact Us
NEW CUSTOMERS
If you are a new customer and would like to find out more information about our business product solutions, you can give us a call on 0333 370 9900 , or fill out our contact form and someone will give you a call back on a time that is convenient for you.
New
Customers
Existing
Customers
General Support
Making a request for consumption data access
If you’re supplied by Pozitive Energy
Log in to your customer portal at enfiniti.net using your username and password.
On the portal, raise a query asking us to give you access to your consumption data.
If it isn’t already, your portal will be configured to enable you to access your consumption data
Partner
1. Log in to your partner portal www.ensar.cimpaas.com using your username and password.
2. Raise a query asking us to grant you access to a customer’s consumption data, and confirm the following details in respect of the customer whose consumption data you wish to access:
Business name
Business address
Confirmation that you have relevant authorisations from the customer to access their consumption data
3. We’ll review your request and verify if you have been authorised by the customer.
4. Your request will be either allowed or denied, and we will confirm the outcome in writing.
5. If you request is allowed, your portal will be configured to enable you to access the customer’s consumption data.
Third party
Complete the Consumption Data Access Request form click here and submit it.
We will need your details and well as the details of the customer whose consumption data you wish to access.
We’ll review your request and verify if you have been authorised by the customer.
Your request will be either allowed or denied, and we will confirm the outcome in writing.
If you request is allowed, we will give you access to our Enalytics portal to access the customer’s consumption data. Log in details will be confirmed to you in writing.
Our timeframe for processing consumption data access requests
We will process all consumption data access requests within 10 working days.
If your access is allowed, consumption data will be made available within this timeframe.
If your access is denied, we’ll explain why your access has been denied and the steps that can be taken to allow such access.
Having Difficulty Paying, billing and bad debt
This Bad Debt Policy (“Policy”), forms part of your Agreement with Pozitive Telecom, as defined in Section 2 of the Terms and Conditions Terms & Conditions | Pozitive Telecom . The Policy covers your obligations in respect of the Pozitive Services.Invoicing
You will receive your monthly invoice on the 3rd of each month. This will include charges in advance for your mobile, voice and broadband services, where applicable, and any call charges for the previous month. All invoices will be sent via email, accessible on the portal and payable by Direct Debit. Paper invoices are available upon request; however, there may be a charge for this service. If required, there are a number of formats which we can provide your bill in, please get in touch if a different format is required or see Terms & Conditions | Pozitive Telecom for further information.Difficulty paying
We understand circumstances can change; please let us know as soon as possible if you are having payment difficulties at any time. If you are having payment difficulties, contact our Customer Services in any of the following ways and they will work through your options:- Phone: 0333 370 9900
- Email at: telecomhelp@pe.solutions
- Write to us at the following address: Pozitive Telecom, Floor 10 (North West), One Canada Square, Canary Wharf, London, E14 5AB
- Setting up a payment plan
- Reviewing your contract options
What happens if I don’t pay my bill: Missed or Late Payments
We know it can be hard to talk about money issues, but the best thing to do if you’re struggling to pay is to speak to us. We’re here to listen and do everything we can to support you through difficult times. If you don’t pay for your services on time in accordance with the Terms and Conditions Terms & Conditions | Pozitive Telecom , we will attempt to contact you to advise there is a problem or send a reminder primarily by email or text. If you require us to contact you by another method, please let us know. It is important that you know that if we don’t hear from you your service may be affected. If payment on your account is not brought up to date, we may take action to restrict or suspend your services, including disconnection of these services. We will take action to disconnect your service(s) as a last resort and you will be provided with an email warning prior to us placing any restrictions on your account. We will notify you if action is to be taken following attempted collection of the Direct Debts. You can bring your account up to date at any time in order to stop action being taken. In the event we have to chase you for payment or take action on your account to restrict or suspend services, we may charge an administration fee and/or late payment charge(s). These charges can be found on our price list Terms & Conditions | Pozitive Telecom . If you do not pay us any sum due under the Agreement on the due date we shall be entitled to charge you interest on the overdue sum from the due date until payment of the overdue sum, which shall accrue interest each day at the interest rate payable pursuant to the Late Payments of Commercial Debts (Interest) Act 1998, to run from the due date of payment until receipt by us of the full amount (including any accrued interest) in cleared funds. We shall invoice you for the reasonable costs incurred by us of collecting any undisputed overdue amount. Additionally, we can pass information relating to you (including, where relevant, personal data) to a credit reference agency. Your debt could then be passed to a third-party debt collection agency to be recovered on our behalf. You will also be responsible for all reasonable debt recovery fees we incur in recovering any money that you owe us. This may also affect your credit rating which may have an impact on your credit score and your ability to obtain credit in future. We may terminate the Agreement(s) in respect of some or all services with immediate effect by giving written notice to you, if you fail to pay any amount due under this Agreement on the due date and remain in default not less than 7 days after being notified in writing to make such payment. You can find any late payment charges which may apply on our price which can be found Terms & Conditions | Pozitive Telecom If we do have to take action on the account, reduce or suspend services, it may take some time for your service to be restored once payment on your account is brought up-to-date. If we do apply restrictions to your account this may affect you making calls or having the services you are used to.My Direct Debit has failed, what can I do?
We understand things can go wrong, try not to worry. If the failure has occurred because your bank details have changed, you should contact us to provide us with the new details. Otherwise, if your Direct Debt fails, we will make a second attempt to collect the payment 5 days later. If this second attempt fails, we will contact you, by email or text to notify you of the non-payment and suspension of your services. If the second attempt to collect payment fails, a “Failed Direct Debit charge” may be applied to your account. You can find details of these charges on our prices list here Terms & Conditions | Pozitive Telecom If payment is not made 30 days from the date of the last invoice, we will notify you that your service(s) will be terminated. To avoid disruption to your service you’ll need to pay your outstanding balance or have arranged a support plan with us. Notification of disconnection will be provided in the format you have notified us of, for example, large print.Financial Advice and Help
If you need independent and impartial advice, please see the list below of organisations you can contact: Citizens Advice main website – https://www.citizensadvice.org.uk/ Citizens Advice (England & Wales) – they can provide free information for a customer based in England or Wales who cannot afford to pay their bills.- Freephone 0808 223 1133
- Online webchat from 9am-5pm.
- For textphone dial 18001 followed by the helpline number.
- To contact a Welsh-speaking adviser freephone 0808 223 1144. For more information visit Debt and money – Citizens Advice
- Freephone 0808 196 8660
- Online webchat Monday to Friday, 9am-5pm.
- Email: info@moneyadvicescotland.org.uk
- website: www.moneyadvicescotland.org.uk
- Freephone 0800 197 6026
- Online webchat Monday to Friday: 9am – 8pm, webchat closes at 6:30pm https://www.businessdebtline.org/ .
- By post: Our postal address: Business Debtline Tricorn House 51 – 53 Hagley Road Edgbaston Birmingham B16 8TP
- Website: https://www.businessdebtline.org/
We are always working to complete your port on the agreed port date. Some disruption can take place to your service on the day of the port and this is not unusual. There are occasions when you may briefly lose service as the number is transferred. You may be eligible for compensation if your transfer is delayed beyond the port date we have agreed. If there is a delay to your port and you believe you are eligible to receive compensation or if any of the information we gave you when you joined us relating to your switch from another provider was incorrect, you may be eligible for compensation, please contact Customer Care Team:
Telephone: 0333 370 9900
Email: telecomhelp@pe.solutions.
Any compensation will be made in the form of credits and applied to your next bill.