Connect With Full Fibre | Zen Internet (2024)

The traditional broadband network – AKA the Asymmetric Digital Subscriber Line (ADSL) –has been active since the year 2000. It uses the same copper wire route as your home phone connection to deliver a permanent internet connection to your home. These copper wires connect your nearest street cabinet to the national network and your home to the cabinet. In 2025, this service will retire entirely across the UK as it has several weaknesses:

• Signal deterioration.
• Loss of speed.
• Interference from electrical signals.
• Vulnerability to damage.
• Unreliable signal.

From 2023, standard ADSL broadband will no longer be available from fibre broadband providers, who will instead be offering modern fibre optic broadband and SOGEA connections.

Fibre to the cabinet (FTTC) broadband, also sometimes called superfast broadband, is an improvement on the standard speeds offered by the full copper connection. The exchange is connected to your local street cabinet by fibre optic cable – however, your home is connected to the local street cabinet via copper cables, but this is not true fibre optic broadband. While FTTC is technically faster than ADSL, it has weaknesses:

• Fibre optics are less susceptible to signal loss than ADSL.
• Much faster download speeds than ADSL.
• The copper connection is still vulnerable to damage, interference, and signal deterioration.

The latest innovation in internet technology is a fibre-to-the-premises (FTTP) connection, providing ultrafast speeds. FTTP broadband is a step up from standard ADSL broadband and superfast broadband. Unlike its predecessors, this system does not use copper cables at any point in the connection – instead using fibre optics along the entire route. This provides:

• Very little signal loss.
• Average download speeds up to 900Mbps.
• The most reliable connection ever achieved.
• No need for a home phone line, so no unnecessary line rental fees.

FTTP broadband provider the very best in fixed line broadband. It provides the fastest fibre broadband speeds, up to 900Mbps, and is available in a range of broadband packages - so you can choose the right speed for you.

Full fibre speeds start at 100Mbps and can reach up to 900Mbps. The exact speeds of full fibre broadband vary depending on your area and package. Use this broadband speed checker tool to assess how fast your current connection is – and discover how much full fibre could boost your speeds.

Find out more about Ultrafast Full Fibre here.

The Ofcom voluntary auto compensation scheme went live on April 1 2019, and we’ve signed up to it. If you’re a residential or small business landline or broadband customer, you’ll be eligible to receive automatic compensation when our service to you falls short of expected standards.

Please note, Digital Voice taken when over your broadband connection is not a fixed line telephony service, and is not eligible for delay payments under this scheme

You don’t need to do anything to qualify for auto compensation.

We think it’s a faster, fairer and more efficient way to compensate customers when something goes wrong, and because it’s automatic you don’t need to make a claim or sign up to anything.

You'll be entitled to automatic compensation if any of the following happen:

1) Delayed provision
If you’re promised that a new service will go live on a particular date and it doesn’t, you’ll receive £6.10 per day (including the missed start date) until the service starts. You won’t receive compensation for the day the service starts.

So, for example, if your new service is due to go live on a Tuesday but is delayed until Friday, you’d get £18.30.

If provision is delayed because you miss your appointment, the compensation calculation will be paused, and will only resume if activation is not completed at the next engineer visit.

You won't receive compensation if you don't accept the earliest reappointment date (where applicable).

2) Delayed repair
If your service stops working (total loss of service) and isn’t fixed within two working days of reporting the fault, you’ll automatically receive £9.76 per day for each day until the fault is repaired. You won’t receive compensation for the day the fault is fixed.

• You haven't reported the fault to us
• The fault is within your own property (like WiFi issues or internal wiring, for example)
• You don't accept the earliest reappointment date (where applicable)

What is a 'total loss of service'?

• For broadband - a service fault outside your property that prevents you from accessing the internet
• For phone - a service fault outside your property that prevents you from making or receiving calls
• If you experience a total loss of service on your phone line and broadband service at the same time, the maximum credit you receive will be fixed at £9.76 per day.

3) Missed appointments

We will always credit your compensation to you as quickly as possible. However, we understand that you may wish to query the amount you have (or haven’t) received.

• In the event of a delayed repair or provision, please wait 15 full days from the date of repair or activation
• To query a missed appointment, please wait 7 full days

After this time, please contact usand we will do our best to help you.

For delayed repair or provision, compensation is calculated to the date the fault or provision is completed. For missed appointments, you will receive £30.49 in each instance.

Additionally, for delayed repairs, if we are unable to fix your service after 30 days you will be entitled to leave Zen with no termination charges.

In the event that you cancel your order or service prior to completion or repair, you may still be eligible to receive compensation.

• For delayed orders, you will be compensated up to the cancellation date.
• When a faulty service is ceased, you will be compensated up to the service cease date or repair date (whichever comes first).