FAQs | Zen Office 8000 and 8000 Max

How long does it take for a new order to be completed and service available?

We expect to deliver your broadband service within six working days.

How long does it take for existing customers to re-grade from one product to another?

We expect to provide a re-grade 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.

I am a customer with another Internet Service Provider, how can I move to Zen?

You can move to Zen for free. To allow us to initiate a free migration, you should contact your existing Internet Service Provider (ISP) and ask them to provide you with a Migrations Authority Code (MAC). A MAC code is used to authenticate the migration request from your current ISP to Zen. The use of a MAC makes migrations between ISPs simpler and quicker to validate enabling the migration to be completed in a much shorter timescale than previously possible.

Please make the ISP aware that you are migrating to Zen Internet and do not want your ADSL service ceased (cancelled) until the migration has been completed.

What is the minimum length of contract?

The minimum length of contract is one month.

Will everyone be able to get 8Mbps downstream speeds?

We will provide you with the fastest connection speed, up to 8Mb, that your phone line will reliably support. The actual speed that you get will depend on a number of factors, such as the quality of your phone line and the length of the line between your home and the local phone exchange.

Although the connection speed will be set during the ten day testing period, the actual speed at which you can download will vary depending on a number of factors. Actual download speeds will be no higher than 7150Kbps and speed may then be limited by, for example, general congestion on the Internet or a number of heavy broadband users connecting to the same telephone exchange as you. We advise that during peak usage times it is likely that download speeds no greater than 2Mbps will be achieved.

How do I know what line speeds I will get?

Simply enter your phone 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.

What other technical information do I need to be made aware of?

ADSL is a shared platform which allows for high speed services to be provided at low prices. During periods of high traffic the speeds obtainable will reduce as more people make use of it.

Both Zen Office 8000 and Zen Office 8000 Max are supplied across an IP Stream Max Premium service. The performance thresholds for this service are as follows:

Upstream speeds:
Performance thresholds for upstream speeds range from a minimum of 67Kbps to the maximum upstream speed of the service.

NB: Zen Office 8000 and Zen Office 8000 Max provide a minimum speed twice that of Zen 8000 Pro, Active and Lite, as they benefit from traffic prioritisation on BT's network.

Are there any other Zen products that will enhance the effectiveness of my business?

Yes. We offer a range of quality products and services that have been specifically designed for businesses. Our Hosted solutions remove the worry of managing your own IT resource and our Online Data Backup services provide powerful, reliable and secure offsite data backup for your business’ data. For all of our business products and services take a look at the top navigation bar above.