Zen and Freedom Fibre

I am stuck in something of a Gordian knot.

When I look at the Zen website it offers me FTTP contracts that are based exclusively on the Freedom Fibre network. Even though the Freedom Fibre network was installed 3 years ago and is confirmed live with a node within 25 feet of my property, Freedom Fibre's wholesaler is not accepting any orders on the basis of 'further work required'.

The further work required is a Wayleave for the final drop which has been used by OR for FTTP for the past 4 years.

Freedom Fibre has said that it will not request a Wayleave until an order is in place and that this normal industry practice. No one mentioned it 4 years ago. An OpenReach engineer just turned up and pushed fibre up the existing telephone line duct.

Unlike other ISPs, the Zen webpages will not let me see OpenReach network based contracts. It seems to be Freedom Fibre or nothing.

Thoughts?

An OpenReach engineer just turned up and pushed fibre up the existing telephone line duct.

I have no knowledge of Freedom Fibre .. but could it be that they do not have permission to use the Openreach lead in duct to your property ? Maybe the wayleave would form your permission for them to put their own lead in duct to your property ?

Surely ringing Zen customer service and speaking to someone is they way ahead , rather than butting heads with a ‘computer says no’ scenario ?

In reply to a post by Zarjaz:

Surely ringing Zen customer service and speaking to someone is they way ahead , rather than butting heads with a ‘computer says no’ scenario ?

Indeed, and if that doesn't work, then buy through another ISP which sells over Freedom Fibre and/or is capable of selling you an Openreach service even where FF is available (e.g. Aquiss, Olilo)

Edited by candlerb (Wed 08-Jul-26 16:08:58)

They are as puzzled as I am (as is IDNet).

Freedom Fibre came up as RFS a month ago but their support team is adamant that all network providers need an order before they ask for a Wayleave. Their wholesaler is equally adamant that they cannot accept an order because ‘additional work is required’. If it wasn’t for the 33% reduction in price, I wouldn’t be pursing it.

Have you tried ringing Zen recently? When I called, I was number 10 in the queue. Twenty minutes later I was still at number 10. Their ChatBot doesn’t even recognise the number on their own website.