r/Zen_Internet

We upgraded from our old copper wire to a full fibre for less money and better speeds, but the coverage is significantly worse than it used to be. If we use Zen's Every Room plan, we'll end up paying more than we did before we upgraded - which we did in order to save money.

We've contacted them and they've charged us £100 to send a guy out to have a look at it. Inevitably the answer will be something we need to spend more money on.

Has anyone else had the same problem? Does anyone have any advice?

I was speaking to sales earlier today to arrange our upgrade to Full Fibre. We have had two residential voice lines for years - one on the same line as the existing FTTC, and the other on a separate line. The voice service on the FTTC line was moved to Digital Voice last year, while the other line remains on a separate Openreach WLR3 line.

With the WLR3 price rises and the end-of-service date approaching, I was keen to move the second voice line to Digital Voice, but Zen sales tell me this isn't possible without taking a second broadband line! This restriction feels artificial and unreasonable. Two digital lines may not be possible with a Zen router, but I don't use any Zen-supplied hardware. My Gigaset VoIP system can handle eight active SIP accounts simultaneously, and I have plenty of bandwidth for two SIP calls even on my current 80/20 FTTC plan.

The sales lady suggested that my only options were to port away or to cease the second line.

My BT internet contract has come to an end and it's time for me to look for a new broadband provider.

I have been considering Zen and when checking my postcode on their website I get an offer of 910Mbps (estimated) symmetrical with a minimum of 500Mbps download. Given that BT don't offer a symmetrical service(?), City Fibre don't operate in my postcode and Trooli do (my neighbour has them), I am assuming that the Zen service would use Trooli.

The downside as I see it is that there would be a 3rd party involved (a bit like BT internet + Openreach) which opens up the possibility of major miscommunications and cockups.

The plus side is that Zen seems to provide a good service generally, including IPv6, a decent bundled router (though I might get a Ubiquiti UDM or build an Opnsense router) and the static IPv4 mentioned above.

I'm wondering whether to go direct to Trooli, who also offer a static IP for £5 pm, where I can get the 900Mbps service for £30 currently - giving £35 total, which is comparable enough to Zen.

Is anyone aware of any reason to go with one over the other, technical or otherwise?

Considering change from Virgin to Zen in a month or so. The Full-Fibre package is compelling for me and (having rewired the house with cat8 cable plus 2.5GB switches) would need the Max 7 router to maximise potential speeds. At £10 extra per month for the Max 7, retail cost of £600 would be paid over 5 years. Makes sense to me as Zen contracts renew every 18m and within a couple of years they may replace the router with a different/better model - guess I’m resigned to paying the extra £10 pcm in perpetuity for the privilege of having their top-tier service. Anyone on this service (or any other) think I’m being sensible or stupid? Would love some feedback (positive or negative) 🙏

Hi all, I recently switched to Zen from BT, one thing I have noticed is that from playing alot of games online my Latency seems to go up and down alot which is causing jitter and rubber banding in some cases. Compared to when I was with BT it tended to be just flat and stable. I know this is going to be one of those things that is very hard to troubleshoot, however my setup hasn't changed. I did a couple of tests with Zen Support and they could not see any issues, so I'm wondering if anyone has any suggestions to make my latency as stable as possible.

Will likely be moving to a different supplier for FTTP.

I want to get the new service up and running before cancelling Zen as I want to move my Zen Digital voice to a third Party (likely AAISP).

I assume I should not use the One Touch Switch option and then my Zen will automatically cancel when the phone number migrates.

Will Zen bill me for a part used month or a full month?

TIA

I wonder how many consumer regulations zen are breaking by not providing any automated cancellation process, not answering their phones , not giving people on the live chat the ability to cancel and also not responding to the published cancellation email for over 2 weeks?

I guess at this point I just stop paying and let them test it in court or what?