Your Full Fibre upgrade is coming

Your move to Full Fibre

If you have any questions regarding your move to Full Fibre we recommend that you read the following FAQs, but if you would like to speak to someone, our team is on hand to help. You can get in touch via our live chat service here.

Watch our handy YouTube video to learn more about what will happen on the day of installation.

General FAQs

What are your opening hours?

Our team is available 8am to 8pm Monday to Friday and 8am to 5pm at weekends.

Is this a change I must make?

We’re hoping this is a welcome change for you to boost your speeds and technology reliability for no additional cost. It also means that your home broadband is future-proofed for the Switch off in 2025 where all copper infrastructure (your current broadband) will be switched off.

The traditional phone lines which have served us all very well for many decades are being retired by BT/Openreach and replaced by a new digital network. Every home and business will need to switch from the old infrastructure onto the new digital network. Making this change will ensure continuity of your broadband service.

The onboarding process

I have received some communications from CityFibre, what should I do?

CityFibre will be in touch on our behalf to confirm your appointment date. You will need to accept that you’re in for the appointment for your upgrade to take place. CityFibre will provide details on the installation process for your Full Fibre.

Will I receive a new router?

Yes, we will send you a new router in advance of the installation appointment. You will need to plug this in following the engineer visit. As it’s a new router, you will need to update your home WiFi devices.

Please keep hold of your old router, we will be in touch to collect it.

How do I set up my service?

Once the engineer has been to install your Full Fibre, you’ll need to plug in your new router. For your Digital Voice service, we have put together a useful set up guide here with step-by-step instructions for set up.

Billing related

Are there any additional costs I need to be aware of?

There will be no change to your total monthly price. However, you will see descriptive details relating to the rental against your services change in your monthly bill.

What happens to my contract?

There will be no change to your contract details.

Will I retain my Price for Life guarantee?

If you are a current Price for Life customer, yes you will retain that status. Price for Life only changes if and when you take a new contract out with us, such as a new product or service. In this instance we have voluntarily upgraded you to a new product, so your terms and conditions remain the same.

Product queries

Will this change impact my broadband service at all?

No, there will be no noticeable change to your broadband service.

I have an EveryRoom device, do I need to do anything?

Once your new service is installed and you're using your new router, you'll need to pair your EveryRoom repeater/s to your router once again. This is done by pressing the WPS button on each device. You can view our guide with more detail here: https://www.zen.co.uk/help-support/everyroomsettings. You can also download the Fritz App on your smartphone to help you asses the best position for your Everyroom repeater to ensure maximum coverage.