Our area has recently been enabled for FTTC (yay!) so after a lot of research in search of a high quality ISP I chose Zen. Having never had to deal with usage limits before (while on BE's ADSL2) I had no idea of my typical usage so went for Zen's middle package with 200 GB usage at £38 per month ( http://www.zen.co.uk/business/broadband/fibre-optic-... ). Now, 3 weeks into my first month I have realised this isn't enough so was looking into changing to the larger 400 GB package costing £55 per month.
I was pretty shocked to be told that the only way of doing this would be to buy myself out of the existing contract (which I assume to be 23 months remaining * £38 = £874) then start a new contract on the new package. The chap in sales suggested that the cheaper option would be to get a new line installed and have the £55 package on that then downgrade my current line to the lowest package (£23 per month).
When querying this I was told that the first three packages are of one "type" and the last two of another "type" and I can't move between them. This isn't clear to me on the website and if it was my decision may have been different when choosing package.
I can't believe I'm the only person to have run into this - has anyone else here been able to upgrade from a Fibre Pro package to a Fibre Office package without paying over a grand (inc VAT) for the privilege?
At this time I'm thinking my only option is to downgrade to the lowest package to see out the 2 year term and get another line in which will be from another ISP for my broadband connection. It seems a bit excessive though.
I should also mention that the service during my first three weeks with Zen has been fine with a stable connection and a good response from support on the single time I've contacted them. I know they have a very good reputation for quality service which is why I spent a little more and went with them... however, if this is typical, I'm confused at why I didn't see any reports of this in my research. I'm eager to hear anyone else's experience or at the very least, put my experience out there so others can keep it in mind if in the same position as me.