Since Zen require a phone number to sign up online, I rang them up on my mobile today to place the order for a broadband + line rental package. I told them my address and mentioned that there was already a socket in the flat. I was told that an engineer would have to come to the flat itself to install a new line, costing £118.80. In addition, I've been charged another £48 for the activation at the cabinet.
I went along with all of it, not knowing anything about the infrastructure of these things, and also under the assurance that BT charge £130 for the same installation (actually, it seems that if you order home broadband + line rental from BT, there is a single fee for a new line rather than two, and it costs considerably less).
I've since spoken to my neighbour in the flat next door. He had an engineer come out for his EE order and apparently the engineer came into his flat, took a reading from the existing socket, then went out and activated the line from the cabinet - no actual rewiring took place inside his flat. So am I right in saying that the £118.80 installation fee shouldn't actually be necessary? Even if I did need a new line installed, surely there shouldn't have been an activation fee on top of that anyway?
I'm obviously going to get back in touch with Zen, but was wondering if anyone has an idea what the situation is and what it should be.
EDIT: Just checked my Order Progress. The Broadband Provision (£48 + £16p/m) has status
"LLU - Check sim order has been matched by Openreach - IN PROGRESS FOR 3 HOURS"
while the Line Rental Activation (£118 + £17p/m) has status
"Has order been delayed for more than 1 day? - FAILED 21/09/2015 15:30"
Edited by JCDenhouse (Mon 21-Sep-15 19:29:08)