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Broadband FAQs
0845 058 9000
What broadband services do you offer?
How long does it take for a new order to be completed and for the service to be available?
How much will it cost to upgrade to another Zen broadband service?
What is the minimum contract length for your broadband services?
How long does it take to re-grade to a different broadband service?
Can I keep my current broadband service if I move house or office?
How do I know what line speeds I will get?
What does my monthly download usage include?
What broadband services do you offer?
We offer a range of services whether you require broadband for your home or business. Our Lite, Active and Pro services are designed for home users, small businesses or home office users. Our Office broadband and SDSL services 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 regrade to another Zen broadband service?
Regrades between Lite, Active, Pro, Office and Office Max services are available free of charge. Regrades on our legacy Office 500, 1000 and 2000 services cost £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 Lite, Active, Pro, Office and Office Max broadband services and a 12 month minimum contract length for our SDSL broadband services.
How long does it take to regrade to a different broadband service?
We expect to provide a regrade within five working days. Your old broadband service will continue as usual until the regrade date and there will be no break in service during this process.
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 (however speeds will be subject to line location) simply use our ADSL Move service.
For FAQs relating to our specific broadband services please click on one of the links below:
How do I know what line speeds I will get?
Simply enter your telephone number in the broadband speed 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.
What does my monthly download usage include?
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.
Want to find out more?
For further information on how we can help you find the right broadband service please call 0845 058 9000 (or alternatively 01706 902000) or fill in the enquiry form.