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