IP Address Migration FAQs
Your IP address is changing
We are assigning new IP address(es) to some of our broadband services. If you fall into this category you may have some questions.
We hope the information on this page answers most of them. However, if your specific question isn't covered below, you can contact our team by emailing notifications@email.zen.co.uk. Please be aware, our team will be able to answer questions about your Zen service, but is unable to support on specifics around updating third party equipment you may have connecting to your internal setup.
We are carrying out this work between 1 May and 30 August 2026. If your service is affected, you will receive three emails from us:
- 30 days before the change, confirming your new IP address(es) and the date the change will take place
- One week (seven days) before the change, reminding you that the update is due to take place
- Once the change has completed, confirming that your new IP address(es) are now active
IP address migration FAQs 2026
An IP address is a unique number that identifies a device on the internet or on a local network. It’s how devices are able to find and communicate with each other online. Think of it much like a physical address, but for your internet devices.
You will receive an email giving you 30 days' notice of this change.
The changes are happening to a small subset (<2%) of customer IPv4 allocations that sit in the following ranges.
- 62.3.64.0/20
- 82.69.64.0/18
- 88.97.0.0/18
- 82.68.128.0/18
- 82.68.192.0/18
- 82.69.128.0/18
- 82.69.192.0/18
- 62.3.96.0/19
- 212.23.12.0/22
- 212.23.22.0/23
- 212.23.24.0/21
- 82.68.0.0/18
- 82.68.64.0/18
- 82.71.0.0/17
- 217.155.0.0/18
- 217.155.64.0/18
- 217.155.128.0/18
- 217.155.192.0/18
You can identify your IP address by logging into the Zen portal. Step by step instructions are included in these guides:
For residential/home broadband customers:
Finding Connection Details for Home | Help & Support | Zen
For Business broadband customers:
Finding Connection Details for Business| Help & Support | Zen
For the majority of our customers this change will not affect your service. At the point of change, you will experience a brief drop in connectivity of around 30 seconds.
Your Zen account, contract, payments and internet speed will remain unchanged. In some cases, a router reboot may be needed to ensure all devices pick up the new IP address.
However, it can affect things like work VPNs, mail servers, firewalls, domains and more. If you don’t use the Zen-provided router, or if you operate a more complex internal network, additional router setting changes may be required. We have put together some useful links in the support section below, but it's not possible to cover every possible scenario of a home or business network set up.
If you’re not sure, we would suggest speaking to your IT team or Tech Advisor who set up your home or business network.
Zen operates one of the largest independent data networks in the UK. We invest significantly for better performance, better resilience, and a network that operates without limits or restrictions. This means constant evaluation to ensure we are optimising resources.
To ensure we can continue to deliver a reliable service, we regularly review how our IP address space is used and make changes where needed.
This helps us use available capacity efficiently and support both existing customers and future demand.
We’re providing 30 days’ notice of your IPv4 migration. This allows time for you to facilitate any changes that may be required in advance.
You will most likely receive the 30 days' notice within May, with the change taking place in June. There are a very small number of customers who may receive the initial notification in June, with the change taking place in July.
We are carrying out this work gradually between 1 May and 30 August 2026. If your service is affected, you will receive three emails from us during this period:
- 30 days before the change, confirming your new IP address(es) and the date the change will take place.
- One week before the change, reminding you that the update is due to happen
- Once the change has completed, confirming that your new IP address(es) are now active
If you already had multiple IP addresses as part of your paid package, then we have assigned you the same amount of new IP addresses.
In some instances, you may have been provided with multiple IP addresses outside of an allocated package. In this case we will adjust the amount of IP addresses down to one. If you wish to purchase additional IP addresses, please email notifications@zen.co.uk and a case will be assigned.
If you're already paying for an increased allocation, you can view this on your most recent invoice.
Due to how IP addresses are assigned to the service, this is not possible. However, you will have received 30 days notice of the change, with your new IP address listed. Depending on your hardware and setup, you may be able to input the new IP range in advance to reduce any potential downtime.
Support
If you only use your broadband for general browsing, streaming, or email, this change is unlikely to affect you. However, if you've used your static IP address as part of any device or service configuration, you may need to update those settings.
If you're not sure whether any of these apply to you, think about whether anyone (including you) accesses any smart technology at your property remotely over the internet. If so, that connection is likely using your static IP address and may need updating.
For help reconfiguring your specific devices or services, please refer to the relevant manufacturer's support documentation or contact your IT provider. We have provided some examples and guidance below.
IPv4 2026 support FAQs
If your CCTV system is set up for remote viewing using your static IP (for example, via a DVR/NVR or a manufacturer's app), you'll need to update the IP address in your recorder settings or app. Check your system's manual or the manufacturer's website for guidance.
If you run a web server, media server (such as Plex or Jellyfin), FTP server, or game server that's accessible from outside your network, you'll need to update any firewall rules, port forwarding settings, or DNS records pointing to your old IP address.
If you connect back to your home or office network remotely using a VPN, for example, using a router-based VPN or a dedicated device, you'll need to update the IP address in your VPN client settings. Your router manufacturer's support pages will have specific steps.
If your employer's IT team has whitelisted your static IP address to allow you to connect to work systems remotely, you'll need to notify them of your new IP so they can update their access rules.
Some smart home hubs, door entry systems, and alarm panels are configured with a fixed IP for remote access or integration with a monitoring service. Check with your system provider or installer if you're unsure.
If you host a website or any service and have set an A record in your DNS pointing to your static IP, you'll need to update that record with your domain registrar or DNS provider.