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

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