What is the contractual term for broadband connections, and what charges are billed?
Contractual terms
This table shows the contractual duration for Zen broadband services.
All services are billed monthly in advance.
Example: If a SOGEA service goes active on the 15th of January, the billing would be as follows.
On the 1st of February, the period from the 15th to the 31st of January would be billed, and February would be billed.
| Product | Minimum Term (New Activation) | Minimum Term (Migration) |
|---|---|---|
| SOGEA (all variants) | One month | One month |
| FTTP (all variants) | One month | One month |
| G.FAST (all variants) | Twelve months | Twelve months |
| FTTC (all variants) | One month | One month |
Installation charges
When ordering broadband, there may be ancillary costs involved.
The table below shows the service billed with the parent connectivity product for new orders.
| Product | New Install with an engineer visit | Activation with Standard install visit | Activation Self Install (inc change of product migrations) | Like for Like MIgration |
|---|---|---|---|---|
| SOGEA (all variants) | Zen SoGEA Managed Install | Zen SoGEA Managed Install | Zen SOGEA Self Install | No Charge |
| FTTP (all variants) | Zen FTTP Managed Install | Not Applicable | Zen FTTP Self Install (this included succession provides) |
Zen CP-CP Migration |
| G.FAST (all variants) | Zen Gfast Managed Install | Not Applicable | Not Applicable | Zen CP-CP Migration |
| FTTC (all variants) | Not Applicable | Not Applicable | Zen FTTC Self Install | Zen CP-CP Migration |
Cease & early termination charges
When a broadband service is ceased, the following cease and possible termination charges apply.
| Product | Cease Charge | If the broadband service is cancelled within the first 12 months, this charge will also apply. |
|---|---|---|
| SOGEA (all variants) | Zen FTTC/FTTP/Gfast/SoGEA Cease | Zen Early Termination Charge |
| FTTP (all variants) | Zen FTTC/FTTP/Gfast/SoGEA Cease | Zen Early Termination Charge |
| G.FAST (all variants) | Zen FTTC/FTTP/Gfast/SoGEA Cease | All remaining months of the 12-month contract will be billed. |
| FTTC (all variants) | Zen FTTC/FTTP/Gfast/SoGEA Cease | Zen Early Termination Charge |
Cancelled & amended orders
These charges apply if changes are made to a service before the committed install date.
| Product | Scenario | Billing charge product | Notes |
|---|---|---|---|
| SOGEA, FTTP, FTTC, G.FAST | Order Amendment | Zen Order Amendment (up to PONR) (Fibre) | Before the order goes live and before the Point of no return date (PONR). |
| SOGEA, FTTP, FTTC, G.FAST | Order Cancellation |
Zen Order Cancellation (up to PONR) (Fibre) | Before the order goes live and before the Point of no return date (PONR). |
Expedite orders
In all cases, if an expedited order has been requested, the following charge will apply.
| Product | Billing charge product | Notes |
|---|---|---|
| FTTP, FTTC | Zen FTTP FTTC Expedite | Applies only to FTTP & FTTC order types |
For a full list of all broadband ancillary charges, see this guide
Care levels
Care level is an optional extra associated with the broadband service at the point of order.
Care-level services are billed in line with the broadband service for the durations below. They are billed monthly in advance.
| Product | Standard Care | Enhanced Care |
|---|---|---|
| SOGEA (all variants) | One month | One month |
| FTTP (all variants) | One month | One month |
| G.FAST (all variants) | Twelve months | Twelve months |
| FTTC (all variants) | One month | One month |
For more information about care levels, see this guide