- An operational telephone line
- ADSL services are available only on BT telephone lines.
- If you have ISDN, you will need to contact BT and request a PSTN replacement. Once the telephone line is installed, you can then place the Broadband order with Zen.
- Your telephone line must be connected to an ADSL-enabled exchange.
- Check online to see if your line is connected to a suitable exchange and what line speeds you can expect.
- Zen Broadband services can be delivered over most lines. Home and Office 1000 services are available on lines which have a noise level up to 60dB (6.0km) from the exchange.
- The telephone line must be of sufficient quality and not part of a switchboard.
- Telephone line quality does vary and we test every line on receipt of order.
- Failed orders will receive a full refund, except where a switchboard has been installed.
- The telephone line must not use incompatible services.
- Incompatible services include: Subscriber private metering, 30k Loop, Auxiliary lines, PBX lines, Private Circuits, Red ABC, Featurenet 5000 services, other Broadband xDSL Services (inc. BT Videostream & BT Datastream S) and Meterpulse facility.
- The service cannot be provided over fibre optic cable or radio systems and the caller display unit CD50 will not operate.
- In very few cases, the Broadband service may also affect the performance of some voice band modems and telephones.
- At least one micro-filter (a small 'frequency separator' device which plug your telephone line, fax machine, etc)
- Zen supply 2 micro-filters as standard should you purchase one of the recommended routers
- An ADSL router
Follow the link for information on which computer systems are compatible with our Large Enterprise Broadband services.
Important Information
- ADSL is a non-guaranteed service and can occasionally be subject to faults that may take longer than 24 hours for BT to remedy.
- The quoted speeds for each product refer to the maximum available download bandwidth. Upload bandwidth for all standard DSL services may vary up to a maximum of 256Kbps - 1Mbps. If you are located more than 3.5Km away from your local exchange, your service will automatically be classed as rate adaptive and the maximum upload speed may be lower than 256Kbps. In almost all cases this reduced upload speed will not noticeably affect your Internet access.
- ADSL is a contended service and so bandwidth, ping times and latency can not be guaranteed in any way.
- If your Internet access is mission-critical, we recommend that you have some form of back up for your ADSL connection, or consider using an alternative service with better guarantees, such as a leased line.
- The quality and speed of ADSL services may vary from exchange to exchange across BT's network. This means that your own service may perform better or worse than someone else's in another part of the country and this may be subject to variation at different times of the day. This is an unavoidable 'feature' of ADSL.
- In some rare cases, the quality of your ADSL service may reduce to the point of becoming unacceptable due to BT line quality problems beyond our control. Where this is the case, Zen Internet and BT reserve the right to terminate your ADSL service and issue a refund for any services not provided.
- Your ADSL service will be delivered to you over an existing BT analogue telephone line. Please note that your normal BT call charges and line rental are not included in your ADSL contract and are not charged for by Zen Internet. In the event that you cancel or change ownership of your BT telephone line, your ADSL service will be terminated and any remaining charges for your ADSL contract will become due immediately.
- We highly recommend that if you need to make any changes to your telephone line such as a renumber, change of tariff, billing address you confirm to your telephony supplier that you do not want the ADSL service to be ceased.
- ADSL should not affect normal voice telephone calls, but you should be aware that ADSL may affect other related services such as fax machines and security or burglar alarms. Such systems should be tested once ADSL has been installed.
- In the event that you experience problems with your ADSL line, we will make every effort to fix the problem in as short a time as possible. Please do not ask for refunds, goodwill gestures, or other compensation related to performance which proves to be lower than expectations as it is absolutely not possible for us to do this. If you would be expecting to receive compensation in respect of ADSL performance issues, then ADSL is probably not the appropriate service for you.