IP Address Migration FAQs
Your IP address is changing
If we have contacted you to inform you that we are assigning new IP address(es) to your service, you may have some questions.
We hope the information on this page answers most of them. However, if you need any further support after reading the below, please contact our team via Live Chat.
We are carrying out this work gradually between 1 April 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 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
IP address migration FAQs
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.
We are carrying out this work gradually between 1 April 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
For the majority of users, this change will not affect your service.
However, it can affect things like work VPNs, mail servers, firewalls, domains and more. 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. This sometimes requires change and this project is one such change as we consolidate our portfolio.
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.
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 reach out to our Live Chat team who will assign a case on your behalf.
This change will not affect your broadband service, although you may experience a 30 second drop in connectivity at changeover. Your Zen account, contract, payments and internet speed will remain unchanged. In some instances, a router reboot may be required to ensure all your devices pick up your new IP address.
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. Please reach out to the consultant who configured your internal network for support.
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.