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C-Bill FAQs BACKGROUND /GENERAL C-BILL INFORMATION
ACCESSING THE SYSTEM
INVOICE QUERIES
BACKGROUND /GENERAL C-BILL INFORMATION What is C-Bill? C-Bill is the online electronic invoicing system for your Demon service which has replaced paper bills. C-Bill offers you a secure online system, enabling you to quickly see your account status, view, download and print your invoices for the current month, and the accumulated past twelve months. Will I continue to receive paper invoices? No, we will stop sending paper invoices shortly after C-Bill is launched. If you have opted out of C-Bill then you will continue to receive your paper invoice as normal. Will there be a charge for C-Bill use? No, C-Bill is free no matter how often you access your C-Bill account or download invoices. Do C-Bill printouts differ from paper invoices? No, the C-Bill invoice is in exactly the same format as your paper invoices, locked in a compact PDF document which can be read using Adobe Acrobat Reader. I am VAT registered, can I use C-Bill? Yes, C-Bill is compliant with HM Revenues & Customs regulations. Printed invoices obtained from C-Bill will contain all relevant details to enable a VAT return to be completed. What is C-Bill's availability? C-Bill is designed to be available on a 24/7 basis. Even so, service may be interrupted at times for example during essential maintenance. In this case, we will of course endeavour to minimise any disruption. Will my contract change? Yes, but only to the extent needed to reflect the launch of C-Bill and to comply with legislation governing our services. To see your terms and conditions please click on the link below. Will my online data be secure? Yes, the service is on secure servers and only accredited users will be allowed access to their accounts. I do not want to use the C-bill system, is there an alternative? Should you prefer to continue receiving a paper invoice or statement, please send an email containing you account number and C-bill login to: cbilloptout@thus.net. I received my password a number of months ago, but have not been able to access the system. Why is that? Following the launch earlier this year , a small number of customers experienced a delay in receiving their log-in details or had problems accessing the system. We had to carry out essential maintenance to resolve this, this consequently caused a delay in re-launching. These problems have now all been resolved. ACCESSING THE SYSTEM How do I access C-Bill? C-Bill can be accessed online with a login ID and password. You will receive your security information from us by post in the next few weeks, if you have not already done so. I have received a letter that contained my user details but I have mislaid it, what do I do? Please click on the link below and follow the steps as shown. This will enable you to reactivate your C-Bill service. I have previously registered on the C-bill system but have forgotten my access details, how do I retrieve these? Please click on the link below and follow the steps as shown. This will enable you to reactivate your C-Bill service. I have tried to access the system, but am getting an error saying invalid account number. Please ensure that you have not entered the '1-' Prefix as part of your C-Bill Login ID. The system automatically enters the '1-' for you, you only need to enter the numbers that follow the 1- e.g. 12345678. You should also check that you do not have ‘Caps Lock’ set on your keyboard, as the login system is case sensitive. If your problem still persists please call our customer services team on 0845 272 2333. I have tried to log in but am getting the error message 'Your password is incorrect'. Please check your joining instructions letter to make sure that you are entering the correct password in the correct format. The password is case sensitive so you should also check that you do not have the 'Caps Lock' set on your keyboard. A common password mistake is people use a numeric 0 (Zero) for an alphabetic O or vice versa. Please try both 0 (Zero) and O if your password contains this letter or number. The same applies for the number 1(One) and the letter I. Again, please try both. If your problem still persists please call our customer services team on 0845 272 2333. How do I reset my login password? If this is your first login to your C-Bill account, please follow the instructions that were sent with your password and user ID. Please note that the system will automatically guide you through the steps to change your password. If this is your second or subsequent C-Bill session, click on the administration button, then select setup and then user. Once this has been selected you can change your details. I am having difficulties with 'Pop-up's on my browser what should I do? C-Bill operates in a secure (https) environment to help ensure your privacy and safe Internet usage. Many browsers have 'pop-up' blocking automatically set, to prevent intrusion and the possibility of someone maliciously using this feature. In order to use C-Bill we would recommend that you make C-Bill a 'Trusted Site' by adding it to your list of approved sites. To find out how you do this, please go to one of the sites below:For Internet Explorer please use: For Firefox please use: For Mac and Linux users Demon recommends either Safari V 3.04 or Firefox. What browsers is C-Bill compatible with? C-Bill is compatible with Internet Explorer, Firefox and Safari V 3.04
*Red Hat and other distributions If I have more than one account, will I use the same login ID and password for all? Yes, we will link your accounts together under one login ID and password. INVOICE QUERIES If I have a problem with my invoice what should I do? Please contact our customer service team on 0845 272 2333. Alternatively, you can send an email to enquiries@demon.net quoting your customer Account number. How can I change the email address that my invoice is sent to? To change your email address please contact our customer services department on 0845 272 2333. Please do NOT reply to the email that you have been sent as this has been generated by the system and does not accept incoming emails. |
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