Fast
Broadband

Switching to Zen is as easy as one, two, three! Simply check your existing contract, pick your package and switch. You no longer need a MAC code to change your internet provider, just place your order with us and we’ll take care of the rest.

For full details, visit our home broadband how to switch page.

Yes you can. We appreciate that not all phone and broadband contracts run in sync, and that’s why we’ve made all our broadband products available with and without line rental. So if your broadband contract is up but your phone contract isn’t, you can still make the switch to Zen and simply add line rental at a later date if you wish.

It means exactly what it says. When you take your broadband with Zen, you can download and upload as much as you want and we’ll never slow you down. Unlike other providers, we don’t have a fair usage policy or enforce traffic management, and that means you’re free to enjoy the internet as it was intended.

Average speeds are supplied by thinkbroadband.com, an independent organisation that operates home speed tests on user connections.

In order to provide the best indication of a typical customer’s ‘real-world’ experience, the average speed is calculated from tests run throughout the full 24-hour period of each day. Additionally, tests are carried out on equipment including PCs, tablets, phones and games consoles over both wireless and wired connections.

The speeds quoted are based on the average UK download speeds from the period 1 Jan 2018 – 31 March 2018. For more information, or to compare Zen’s speeds to those of other providers, please visit https://www.thinkbroadband.com/news/7967-uk-broadband-speed-test-results-for-february-2018.

All our packages come with unlimited usage as standard, so there’s no need to worry about how much downloading or browsing you’ll be doing. The only choice to make is how fast you want your connection to be.

If you’re happy just browsing the web and sending emails, then you might be okay with one of our Fast Broadband packages. If you enjoy streaming video or have a large family though, a Superfast Fibre Broadband package might be more suitable.

An IP address is the number used to identify the location of your computer on the internet, which enables it to communicate with other computers and websites.

A static IP address from Zen means that this number assigned to your computer never changes. It is a fixed, permanent address, a little like the number of your house for example. You will need a static IP address if you want to:

• Run your own FTP server.
• Host your own website.
• Host online gaming sessions.
• Connect to your computer from anywhere in the world via remote access.
• Ensure other computers can locate your computer anywhere across the internet.

We have made it as easy as possible to buy your broadband and phone service online. Simply select the broadband deal you want, based on speed, select your preferred phone package and enter your contact and payment details. Then sit back and our Zen team will get to work. Keeping you updated at every step along the way.

At each point in the order process look out for the ‘i’s’ – we know that there is lot of jargon to get through, so the ‘i’s’ will explain everything in plain English.

Once the order has been placed:

• We will automatically receive information on your current provider for both broadband and phone, and our Zen engineers will contact them and make the switchover for you. If you are a cable customer, the process is slightly different, but we will take you through it.
• You will receive a series of ‘welcome’ emails that contain all the information you need to get up and running, and importantly keep you updated on the status of your order.
• You will also receive a welcome pack through the post, which will give you additional information about your service from Zen.

You don’t need to call us, everything will be in hand. If we need to get in touch then we have your details. In the meantime wait to receive the updates on your order via our emails that we will send to you once you have made the online order.

The dual band FRITZ!Box 7530 uses two wireless networks at the same time, making it a perfect wireless hotspot for all computers, smartphones and tablets.

With two different frequencies available, your business can benefit from higher wireless speed and even greater range. The FRITZ!Box 7530 also has an integrated DECT telephone system, as well as gigabit Ethernet, a USB port, media server and easy-to-use VPN functionality.

Discover more about Zen's comprehensive FRITZ!Box 7530

The Ofcom voluntary auto compensation scheme went live on April 1 2019, and we’ve signed up to it. If you’re a residential or small business landline or broadband customer, you’ll be eligible to receive automatic compensation when our service to you falls short of expected standards.

Please note, Digital Voice taken when over your broadband connection is not a fixed line telephony service, and is not eligible for delay payments under this scheme

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).