Agreed; the fee should be waived. Why Zen make this so hard for you, especially given you're disabled, is utterly beyond me.
Slightly unfair as we appear to not have received an email and have attempted to assist hypertony here on the forum. We also offer other non verbal ways of communicating with us such as the live chat service on our website.
£55 is our standard setup fee for FTTC and FTTP. It helps to cover the fees we pay BT Wholesale and Openreach plus other internal costs. We don't charge a fee for the hardware we provide or for delivery.