Broadband ancillary charges

For up-to-date pricing information, please refer to your Pricing page in Metis. This guide covers the Zen Other Charges section.

Broadband ancillary charges are usually one-off charges associated with broadband installs.

Sometimes, these charges can be challenging to predict, so read ahead to understand when certain charges apply.

Service Name Charge Unit Description
Zen Abortive Visit Charges per attendance (Fibre and Copper) One-off The engineer cannot access the premises on the agreed appointment date
Zen Early Morning (EM) 7AM-8AM Mon - Fri,
excl Public & Bank Holidays
One-off Special morning appointment slot booked on request. Charged in addition to the standard engineer visit
Zen Early Termination Charge One-off Broadband service is cancelled within 12 months (see above table for applicable products)
Zen EU Access Modify (Upstream Rate, Elevated Traffic Weighting) One-off Broadband service is modified on request
Zen Evening (EV) 6PM - 9PM Monday to Friday
excluding regional Public and Bank Holidays
One-off Special evening appointment slot booked on request. Charged in addition to the standard engineer visit

Zen Flexible Appointment-Self install AM-PM appointments
If AM-PM appt is required on SIM2 WLR3-PSTN it will be billed on WBC FTTC Primary order
One-off Special AM/PM slots for Self Install / Activation installations.  Charged in addition to the standard engineer visit
Zen FTTC to Gfast Migration One-off Specific Migration charge applicable when migrating FTTC to Gfast
Zen FTTC/FTTP/Gfast/SoGEA Cease One-off Cease order for FTTC/FTTP/Gfast/SOGEA
Zen FTTP Customer Premises Equipment Replacement
Replacement of damaged or missing ONT
One-off The engineer visits the premises to replace or repair FTTP equipment
Zen FTTP FTTC Expedite One-off Pay an additional fee to secure an earlier install appointment date
Zen FTTP Managed Install One-off FTTP install charge for a standard engineer visit
Zen FTTP Premium Site Visit One-off Premium FTTP install charged in addition to the standard engineer visit 
Zen FTTP Self Install One-off FTTP activation charge, no standard engineer visit required
Zen Gfast Managed Install One-off Gfast install charge for a standard engineer visit
Zen Home Wiring - Data Extension Kit (Fibre) One-off
Zen More Focused Appointments Early Afternoon (MFAEA)
2PM-4PM Mon - Fri excl Public & Bank Holidays
One-off Special morning appointment slot booked on request. Charged in addition to the standard engineer visit
Zen More Focused Appointments Late Morning (MFALM)
10AM-12PM Mon - Fri excl Public & Bank Holidays
One-off Special afternoon appointment slot booked on request. Charged in addition to the standard engineer visit
Zen NTE Shift One-off Engineer visits the premises to move the Network Termination Equipment
Zen ONT Shift (Fibre) One-off Engineer visits the premises to move the Optical Network Tereminal (FTTP only)
Zen Order Amendment (up to PONR) (Copper-ADSL) One-off Change part of an order before the Point of No Return (24-hours before install appointment) (ADSL/FTTC/Gfast only)
Zen Order Amendment (up to PONR) (Fibre) One-off Change part of an order before the Point of No Return (24 hours before install appointment) (FTTP only)
Zen Order Cancellation (up to PONR) (Copper-ADSL) One-off Cancel an order before the PONR (ADSL/FTTC/Gfast only)
Zen Order Cancellation (up to PONR) (Fibre) One-off Cancel an order before the PONR (FTTP only)
Zen Reverse Migration to WBC Copper or 20C Product One-off Special Migration charge for converting SOGEA to ADSL/FTTC
Zen Saturday and Sunday (AM and PM only) One-off Special weekend appointment slot booked on request. Charged in addition to the standard engineer visit
Zen SoGEA Managed Install One-off Standard engineer visit for SOGEA. An engineer will visit the premises and install a new copper line and SOGEA broadband
Zen SoGEA Premium Site Visit One-off The engineer will install an NTE socket up to 30m from the point of entry to the building. Charged in addition to the standard engineer visit
Zen SOGEA Self Install One-off SOGEA activation charge. No engineer visit required
Zen Special Faults Investigation 2 Charge (Copper and Fibre) One-off ADSL/FTTC fault investigation charge. Applicable if the end user's setup is responsible for the fault
Zen Special Faults Investigation Assure (SFIA) One-off Fault investigation charge. Applicable if the end user's setup is responsible for the fault
Zen Time Related Charges (Fibre and Copper)
Additional Hours (or Part thereof)
One-off Allocates additional hours for the engineer to complete the installation. By request only
Zen Time Related Charges (Fibre and Copper)
Standard Chargeable Visit (Visit plus up to 1 hours of work)
One-off Allocates additional hours for the engineer to complete the installation. By request only

Glossary

New Install - An engineer will visit the premise to install a totally new copper line (SOGEA, Gfast, FTTC) or fibre line (FTTP). Also known as a Managed Install.

Standard Engineer Visit - An engineer visits the premises to complete the work.

Activation -  An existing line, usually ceased, is reactivated at the exchange.  Usually an engineer visit is not required, but one can be booked if you believe the existing line needs physical work (i.e. line is damaged)

Self Install - As above but no engineer visit. The line is simply reactivated at the exchange

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