Fibre Broadband Service Requirements

1. An operational telephone line
2. Your telephone line must be connected to an enabled exchange.
   • Check our Broadband speed checker to see if your line will support fibre optic technology and if it does what line speeds you can expect.
3. The telephone line must be of sufficient quality and not part of a switchboard.
   • 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.
4. 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.
   • A Fibre Optic Broadband service will replace any other DSL broadband service you have on that line.
5. A broadband router
   • This needs to be capable of supporting Fibre broadband technology. View our recommended Fibre Broadband routers.
   • If you use multiple IPs your router needs to support routed IP.

Important Information

• Fibre broadband is a non-guaranteed service i.e. no Service Level Agreements are in place.
• If your Internet access is mission-critical, we recommend that you have some form of back up for your fibre broadband connection, or consider using an alternative product that offers a Service Level Guarantee such as a leased line.
• The speeds delivered over an individual fibre broadband service are subject to a considerable amount of variation. Factors that affect the speed delivered include:
  • Time of day (contention on the network at busy times)
  • Interference
  • Wireless networking – speeds delivered over a wireless connection are significantly reduced compared to wired connections
  • Hardware used i.e. your router
• In some rare cases, the quality of your fibre broadband 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 fibre broadband service and issue a refund for any services not provided.
• Your fibre broadband 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 fibre broadband contract and are not charged for by Zen Internet. In the event that you cancel or change ownership of your BT telephone line, your fibre broadband service will be terminated and any remaining charges for your fibre broadband contract will become due immediately.
• We highly recommend that if you need to make any changes to your BT telephone line such as a renumber, change of tariff, billing address you confirm to BT that you do not want the fibre broadband service to be ceased.
• Fibre broadband should not affect normal voice telephone calls, but you should be aware that fibre broadband may affect other related services such as fax machines and security or burglar alarms. Such systems should be tested once fibre broadband has been installed.

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