Broadband FAQs
0845 058 9000 What broadband services do you offer?
We offer a range of services whether you require broadband for your home or business. Our 8000 services are designed for home users, small businesses or home office users. Our Office broadband and SDSL services products are ideal for larger businesses who regularly utilise technologies such as Video-conferencing and Virtual Private Networking.
How long does it take for a new order to be completed and for the service to be available?
We expect to be able to deliver your service within six working days.
How much will it cost to upgrade to another Zen broadband service?
If you wish to re-grade to Zen 8000 Lite, Active or Pro, you can do so free of charge. To re-grade to Zen Office 500, 1000 or 2000, the current charge is £15.00 ex. VAT.
What is the minimum contract length for your broadband services?
There is a minimum contract length of one month for our 8000 and Office broadband services and a 12 month minimum contract length for our SDSL broadband services.
What does my monthly download usage include?
Our 8000 broadband services all have monthly download usage allowances from 5GB to 50GB. Your download usage is measured against what you download from the Internet. It is important to note that this is not just storing a file or document from a Web site but also covers activity such as, watching videos on Web sites and listening to radio stations over the Internet. The list below is a guide to activity that is classed as a download and will be counted towards your usage allowance.
- General Internet browsing
- Receiving and reading e-mails
- Downloading files
- Listening to Online radio stations
- Online Gaming
- Watching videos and TV programmes on sites such as YouTube or BBC’s iPlayer
Please note that anything you upload does not affect your monthly download usage allowance.
Our Download Usage Guide will help you to assess your approximate monthly download usage.
How long does it take to re-grade to a different broadband service?
We expect to provide a re-grade within five working days. Your old broadband service will continue as usual until the re-grade date and there will be no break in service during this process.
How do I know what line speeds I will get?
Simply enter your telephone number in the broadband availability checker and we'll test your line and give you an indication of the download speed that it will support based on an estimate of line length. Due to line quality issues which only become apparent once your service is activated, the maximum speed may be below the original indication provided prior to ordering.
During the first ten days of service your line will fluctuate and you may get intermittent connection issues as it is tested to determine the fastest speed that it will support. You are more likely to stabilise at a higher speed if you leave your router on continuously or connect to the broadband service as much as possible. We recommend connecting your ADSL router to a BT Master Socket (where available) to maximise performance and stability.
Can I keep my current broadband service if I move house or office?
Yes. There is no problem in keeping the same broadband service when you move premises, simply use our ADSL Move service.
For FAQs relating to our specific broadband services please click on one of the links below: