Can I get the new 24Mb services?
We provide service through a process called Local Loop Unbundling (LLU), which means that we rent space in a BT exchange, buy our own equipment, create our own backhaul network, and connect BT’s copper ‘last mile’ network to your premises. Our service is therefore only available if you’re connected to a BT exchange which we’ve ‘unbundled’. When you use our availability checker online, this performs a check as to whether Zen provides the up to 24Mb service at your exchange. If you are in an area where we are unable to provide you with an up to 24Mb service, or incompatibilities exist on your line which prevent us from providing an up to 24Mb service, we should still be able to provide you with one of our award-winning up to 8Mb services.
How can I regrade to the new services?
If you are an existing Zen Broadband customer, please contact our sales team on 0845 058 9248 to find out more about how to regrade to a Broadband Plus service.
Will existing customers be forced to move onto the new services?
No. Existing customers can stay on their current Broadband service should they so wish. Even if they move premises, they can continue to stay with the same account.
Will I really get 24Mb?
The actual bandwidth that you will receive is based on three factors: the length of the wire that connects your premises with the BT exchange, the quality of the copper, and signal interference from other users or devices. If the quality of the copper is perfect, and there is no line noise, you should receive 24Mb up to a kilometre from the exchange. Your bandwidth will decrease further as line length increases.
I’m more than 3km from my BT exchange is it worth switching to 24Mb?
If you are more than 3km’s from your BT exchange the speed difference will normally be less than a 1Mb increase on your current 8Mb service. So it depends how important a small increase in download speed would be to you. You will however benefit from the increased upload speed up to 1.3Mb and the advantages of having ADSL2+’s faster connection adjusting technology.
What factors may affect my speeds?
We recommend that you connect your router to the first phone socket (located close to the point at which your telephone line enters your premises) with a micro filter, as this will greatly improve the overall connection speeds. In addition, we recommend that you don’t use internal or external line extensions, as they may also affect your speeds. If you have more than one phone socket in your household, please use a micro filter on each phone socket. This will improve your Broadband speed.
Will my existing hardware work with up to 24Mb speeds?
In most cases they will not. Devices that are compatible with ADSL2+ should work with these higher speed services. Customers with incompatible modems will need to upgrade their hardware before they can utilise these new products. Important note, ADSL2+ technology can be susceptible to continuing faults if sub-standard hardware is connected to the line, please see the recommended hardware options located at the bottom of each product page for routers which have been tested for compatibility.
Will I be able to see how much bandwidth I have used?
Yes, a function is available in the Customer Portal for each customer to see their usage. For those customers choosing to purchase additional GB to cover occasions where monthly usage may exceed their allowance limit, they will also be able to see the status of their "banked" amount.
Will Zen contact me if I am reaching my usage limit?
Yes, we will contact each customer by e-mail once they start to near their bandwidth threshold, at 50%, 75% and 90%. It will be the responsibility of each customer to update their contact and e-mail details with Zen. At 100% customers will be redirected to a special Zen Web site notifying them that they have used all of their allowance. This page will provide the option to purchase additional GB.
What happens if I exceed my usage allowance?
Should a customer exceed their monthly usage allowance, they will be automatically re-directed to a special Zen Web site when they connect to the Internet which enables them to increase bandwidth allowance and re-enable normal Internet access. When they reach this site, customers can select how many extra GB they wish to purchase from 1GB, 2GB, 5GB, 10GB, 20GB and 50GB. Any unused GB at the end of the calendar month will be held in a "bank" for future use.
Customers are able to pre-purchase extra GB at any time via their account in the Zen Customer Portal. This banked amount will only be used when downloads exceed the monthly limit, and will roll-over to the next month if not used. Partly-used GB will be rounded up to the nearest Mb at the end of each calendar month, ensuring that the maximum amount is carried over into the next month.
How much will it cost to buy extra GB above my usage allowance?
Zen Lite+ customers have always incurred a charge of £1.46 including VAT for each extra GB over their product's usage limit (5GB). Customers who order Zen Active+ and Pro+ after Monday 9th October 2006 will be charged £1.46 including VAT for each extra GB over their product's usage limit (25GB & 50GB respectively). Zen Active+ and Pro+ customers who ordered their connection before this date will continue to pay £1.00 including VAT for each extra GB over their product's usage limit.
Any part use of a GB by the end of the calendar month will be rounded up to the nearest MB and carried over.
If I do not use all of my usage allowance, can it be transferred to any following month?
Only the additionally purchased "banked" GB will be carried over into subsequent months. Any usage included in the Zen 8000 service will not be rolled over.
When does usage reset?
The usage limits will be in place from midnight on the 1st of each calendar month and will last until 23.59 on the final day of that particular month. Those customers joining the service at any point within the month will still benefit from the full allowance.
What is the minimum length of contract?
The minimum contract term is one month.
Is the usage upstream and downstream?
No. The limits apply to downstream usage only.
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.
What happens if I receive a Distributed Denial of Service (DDOS) attack?
We are not responsible for any DDOS attacks. Our systems do not enable us to identify whether excessive usage is down to general heavy use or a DDOS attack, so we cannot therefore refund any allowance. Fortunately, because there are caps in place, this will restrict a DDOS attack from consuming yet more bandwidth resulting in the customers being charged excessive amounts.