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Changes To Your Phone & Broadband Network
The UK’s landline telephone network (PSTN) has been relatively unchanged for more than 100 years. Now Openreach, who builds and runs this infrastructure, is making changes to modernise UK’s connectivity. As part of this change, Openreach will soon be retiring part of this network over which your landline and broadband currently run. As a result of these changes it is necessary to move all of our customers to alternative products to ensure continuity of service. More details about the switch to digital can be found on the Government's guidance page and the Comms Council UK's guidance page.
We will manage this move to the new infrastructure for you and you will not experience a change to your service. However, you may have some questions about the process. We have tried to answer those in the FAQ section below, but if you would like to speak to someone, our team is on hand to help. Contact details can be found here.
Here’s our CEO Paul Stobart to explain a little more about what is happening and why we need to migrate your services to the UK’s new infrastructure.
Frequently Asked Questions
If you have any questions or queries, we recommend that you read the following FAQs.
General FAQs
Migrations FAQs - General
Historically a landline was used to carry both broadband and data services, and was shown as two separate charges on the bill.
With the arrival of new future proof fibre broadband, the voice component that ran over the copper wire has been removed. However, rental costs for broadband service over the new infrastructure are comparable to those on the copper network. These charges have now been consolidated into a single item on the bill.
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If you have not already heard from us about your upgrade options, please contact our team on 01706 582067 and we will be more than happy to discuss this further.
We are obliged to ensure your digital upgrade goes ahead in order to safeguard continuity of service when Openreach fully withdraw the Public Switch Telephone Network (PSTN) in Dec 2025.
Openreach has yet to confirm the exact date they will turn the PSTN network off but we are working towards their current plan of December 2025. We will continue to keep our customers informed as this develops.
Making The Change
Migrations FAQs - Making The Change
We will make the changes for you in the background and no home visit is required.
Please call our team on 01706 582067 and they can talk through the options with you.
We understand you may be satisfied with your current service. However, due to the upgrade of the UK’s phone and broadband infrastructure the old network will be switched off in due course and therefore this is a mandatory change to ensure continuity of your service. You will not notice any difference when the change is made, you will simply be accessing your service over a different infrastructure.
Billing Related
Migrations FAQs - Billing
Depending on your connectivity requirements, should you seek an upgrade to your service you may experience an adjustment to your billing. Our teams are available to talk you through this and answer any specific queries you may have. They can be reached on 01706 582067.
If this is a direct move instigated by Zen we will move you to a like for like service with no change to your contract or billing.
There will be no change to your contract or terms. You will retain your current end of contract date.
If you are eligible for the Price for Life guarantee, then this will be honoured. More information can be found here.
Your previous voice service will terminate when the new digital voice service goes live. Your Digital Voice rental will depend on which package you opt for. More information can be found here and our team is available on 01706 582067 should you want to talk through your options with someone.
Historically a landline was used to carry both broadband and data services, and was shown as two separate charges on the bill.
With the arrival of new future proof fibre broadband, the voice component that ran over the copper wire has been removed. However, rental costs for broadband service over the new infrastructure are comparable to those on the copper network. These charges have now been consolidated into a single item on the bill.
Product Queries
Migrations FAQs - Product Queries
Digital Voice is an alternative to your traditional, analogue phone line. You do not need an IP Handset, in some instances a typical domestic handset will fit into the desired port on the Fritz!Box 7530. Where it does not an RJ11 adaptor will be required. If you still have this, check the box your router was delivered in or contact us on 01706 902001 and the team will be on hand to help.
SoGEA is an acronym for single order generic ethernet access. This product is similar to FTTC (Fibre to the cabinet) and delivers the same speeds but carries data only. The voice service is removed. You can learn more here.
The phone network was established in the Victorian era, this means that it has become difficult for Openreach to maintain which can result in a less efficient service prone to faults which are difficult to repair. Given the length of time is has been in use, the Fibre upgrade is the most sensible approach which delivers faster speeds and resiliency. If you would like to continue using your Broadband and/or Voice services the switch is an inevitable move.
Historically your landline would need to be installed first to deliver the broadband service, which carried dual voice and data services. This would be shown as two separate charges on your bill.
With the arrival of new future proof fibre broadband products, these have become data only due to the removal of the voice component that ran over the copper. You will need to regrade to the data only variant to maintain your broadband connection, and we have now consolidated this into a single charge on our billing.
At Zen we are working to ensure no one gets left behind, and plan to move all of our customers to an alternative product in advance of the December 2025. If you have not moved by the Openreach switch off date your service will be terminated.
Vulnerable Customers
If you are a customer who has a vulnerability, accessibility needs or are dependent on the use of a health care alarm/pendant please let us know as soon as possible. This way we can work with you to support your requirements in the best way possible.
Migrations FAQs - Vulnerable Customers
Alarm providers are also impacted by the switch off, traditionally they have only worked for analogue and need to also upgrade their own systems to be compatible with the digital upgrade. We suggest speaking with your alarm provider before moving your service to understand the options available to you.
