Ultrafast broadband

You current copper landline connects to your home either overhead or underground. The new fibre-optic cable will usually follow the same or a very similar path to your old copper telephone wire.

This external cable will enter your home through a small hole made in your wall, before being connected to a small box inside your home. Our engineer will connect your Zen WiFi router to this box.

Once everything is set up, we'll demonstrate that your fibre service is working and run a speed test.

Full fibre broadband needs a brand-new fibre optic cable running to your home, which will usually follow a similar path to your copper phone line either overhead or underground. Our engineers are very experienced at installing full fibre and will talk you through the steps involved on the day, including agreeing with you before any work takes place. They’ll minimise any disruption and will always clean up and take any rubbish away (leaving only the router box). For more details see our service FAQs here.

We’re pleased to offer Zen EveryRoom to guarantee a WiFi boost in your home. From lounge to loft, bathroom to bedroom, no matter where you are in your home, EveryRoom takes your WiFi connection further.

When you sign up to EveryRoom, we'll send you a mesh repeater, which will provide more reliable WiFi that adapts to your needs, providing the strongest signal whatever room you're in. And what's more, as you move around the home your devices will intelligently work together, meaning no more dropped connections.

You can add EveryRoom to your new broadband bundle when you purchase online or by calling our sales team.

If you move home we hope you can take your Zen service with you, though this will depend on availability. For more information give us a call on 01706 614222.

You don’t need to do anything to qualify for auto compensation.

We think it’s a faster, fairer and more efficient way to compensate customers when something goes wrong, and because it’s automatic you don’t need to make a claim or sign up to anything.

You'll be entitled to automatic compensation if any of the following happen:

1) Delayed provision
If you’re promised that a new service will go live on a particular date and it doesn’t, you’ll receive £6.10 per day (including the missed start date) until the service starts. You won’t receive compensation for the day the service starts.

So, for example, if your new service is due to go live on a Tuesday but is delayed until Friday, you’d get £18.30.

If provision is delayed because you miss your appointment, the compensation calculation will be paused, and will only resume if activation is not completed at the next engineer visit.

You won't receive compensation if you don't accept the earliest reappointment date (where applicable).

2) Delayed repair
If your service stops working (total loss of service) and isn’t fixed within two working days of reporting the fault, you’ll automatically receive £9.76 per day for each day until the fault is repaired. You won’t receive compensation for the day the fault is fixed.

So, for example, if you report a fault on a Monday, we’ll have until 23.59 on Wednesday to get it fixed. If we don’t, you’ll receive compensation for every full day after that until the fault is fixed. If you report the fault on a Friday, we’ll have until 23.59 on Tuesday.

You won't receive compensation if:

• You haven't reported the fault to us
• The fault is within your own property (like WiFi issues or internal wiring, for example)
• You don't accept the earliest reappointment date (where applicable)

• For broadband - a service fault outside your property that prevents you from accessing the internet
• For phone - a service fault outside your property that prevents you from making or receiving calls
• If you experience a total loss of service on your phone line and broadband service at the same time, the maximum credit you receive will be fixed at £9.76 per day.

If an engineer doesn’t turn up for a scheduled appointment, or the appointment is cancelled with less than 24 hours’ notice, you’ll receive £30.49 compensation.

You won't receive compensation if you receive more than 24-hours' notice of a change or cancellation of appointment, or if you miss the appointment.

If you’re eligible to receive compensation (based on any of the above scenarios), it will be automatically credited to your next bill after the missed appointment, activation date or fix.

We will always credit your compensation to you as quickly as possible. However, we understand that you may wish to query the amount you have (or haven’t) received.

• In the event of a delayed repair or provision, please wait 15 full days from the date of repair or activation
• To query a missed appointment, please wait 7 full days

After this time, please contact us and we will do our best to help you.

For delayed repair or provision, compensation is calculated to the date the fault or provision is completed. For missed appointments, you will receive £30.49 in each instance.

Additionally, for delayed repairs, if we are unable to fix your service after 30 days you will be entitled to leave Zen with no termination charges.

In the event that you cancel your order or service prior to completion or repair, you may still be eligible to receive compensation.

• For delayed orders, you will be compensated up to the cancellation date.
• When a faulty service is ceased, you will be compensated up to the service cease date or repair date (whichever comes first).