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Standard User AndyPandy
(experienced) Wed 13-Nov-13 16:08:27
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Increased Bandwidth Allowances!


[link to this post]
 
Glad to hear Zen are listening, just a shame it's not unlimited!

Increased Allowances on Standard
Broadband - Coming December...
Weíve been listening to your feedback and are pleased to announce the following changes to usage allowances:
Lite: 50GB (from 20GB)
Active: 200GB (from 100GB)
Pro: 500GB (from 200GB)
Office: 1000GB (from 400GB)
Office Max: Unlimited (from 1000GB).

These increases will be implemented from 1st December when your monthly usage allowance is reset. You donít need to take any action to benefit.

ZeN Pro
Draytek Vigor 2710n
My Broadband Speed Test
Standard User UKconfederate
(newbie) Wed 13-Nov-13 17:15:58
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Re: Increased Bandwidth Allowances!


[re: AndyPandy] [link to this post]
 
Where did you find this information from? Iíve just logged into my Zen account area and cannot find any information regarding these proposed changes.
I sincerely hope they are correct though, the increased usage allowance will be greatly received.
Standard User rippedcotton
(experienced) Wed 13-Nov-13 17:25:25
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Re: Increased Bandwidth Allowances!


[re: UKconfederate] [link to this post]
 
I saw this in the Zen email newsletter that appeared about 10 minutes ago.

Increases kick in from 1st December.

--

Brian

Zen Active


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Standard User David_W
(fountain of knowledge) Wed 13-Nov-13 17:26:22
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Re: Increased Bandwidth Allowances!


[re: UKconfederate] [link to this post]
 
The information is in the latest customer newsletter e-mail, which I received earlier today.

Standard User UKconfederate
(newbie) Wed 13-Nov-13 18:20:05
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Re: Increased Bandwidth Allowances!


[re: rippedcotton] [link to this post]
 
Thanks guys,

I've just seen the news item on the front page of this website.
I'll probably get my email newsletter later on.
Standard User AndyPandy
(experienced) Wed 13-Nov-13 18:49:09
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Re: Increased Bandwidth Allowances!


[re: UKconfederate] [link to this post]
 
As the others mentioned, it's from the newsletter. I'm only confused about the Office Max product, going from 1TB to unlimited, as previous (as still advertised) it was "unlimited or 2000GB".

Cheers,
AP

ZeN Pro
Draytek Vigor 2710n
My Broadband Speed Test
ISP Representative mickbzen
(isp) Thu 14-Nov-13 09:16:19
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Re: Increased Bandwidth Allowances!


[re: AndyPandy] [link to this post]
 
Hi,

This is just a miss-print, i can confirm its being upped from 2000GB to Unlimited

Thanks
Mick

Kind Regards

Mick Bolton

ZeN Internet Customer Services
ZeN are recruiting!
Click here to view the opportunities available.
The above post has been made by an ISP REPRESENTATIVE (although not necessarily the ISP being discussed in the post).
Standard User nrms
(member) Sun 01-Dec-13 09:20:36
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Where are the Increased Bandwidth Allowances?


[re: AndyPandy] [link to this post]
 
In reply to a post by AndyPandy:
Office: 1000GB (from 400GB)


According to my Portal my allowance has been reset this morning to 400GB as per last month, not 1000GB. Have the new limits not been implemented as advertised?

Also, strangely, despite not having used any bandwidth this month so far, first thing this morning my portal is reporting that I have somehow already used nearly 1GB. Something a bit screwy I think.....

Edited by nrms (Sun 01-Dec-13 09:23:03)

Standard User AndyPandy
(experienced) Sun 01-Dec-13 10:39:03
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Re: Where are the Increased Bandwidth Allowances?


[re: nrms] [link to this post]
 
Mine's showing as 1000Mb, and my usage is about right compared with NetMeter which I also have running. Maybe it takes a bit of time to update?

One weekend a while back my usage didn't shift at all, then on Monday it leaped forward!

ZeN Office
Draytek Vigor 2710n
Standard User GreigM
(newbie) Sun 01-Dec-13 11:14:27
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Re: Where are the Increased Bandwidth Allowances?


[re: nrms] [link to this post]
 
In reply to a post by nrms:
In reply to a post by AndyPandy:
Office: 1000GB (from 400GB)


According to my Portal my allowance has been reset this morning to 400GB as per last month, not 1000GB. Have the new limits not been implemented as advertised?

I logged on this morning as well expecting to see increased allowance, but still remains the same. I now have the sinking feeling that this doesn't apply to the "Fibre" services, so my Fibre Active product remains at 100Gb. Can anyone from Zen confirm this is the case?
Standard User nrms
(member) Sun 01-Dec-13 11:34:18
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Re: Where are the Increased Bandwidth Allowances?


[re: GreigM] [link to this post]
 
In reply to a post by GreigM:
I logged on this morning as well expecting to see increased allowance, but still remains the same. I now have the sinking feeling that this doesn't apply to the "Fibre" services, so my Fibre Active product remains at 100Gb. Can anyone from Zen confirm this is the case?

That could be the case. I hope not; that would be unfair since we Fibre Active customers are all locked into lengthy contracts at a relatively high monthly price and cannot get the unlimited fibre product new customers have access to.

On another note, now 3 hours later with only a bit of light web browsing, my portal says I've now used 2GB of bandwidth this is crazy!!!
Standard User TrishaH
(experienced) Sun 01-Dec-13 11:51:08
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Re: Where are the Increased Bandwidth Allowances?


[re: nrms] [link to this post]
 
My ADSL allowance hadn't changed at around 1am this morning, but it had when I looked a short while ago.

I did however notice that for less than 12 hours into the day, the daily usage showed at 0.4, and I typically use just under 0.3 in a whole day when nothing else has been using the connection.

Standard User Pipexer
(eat-sleep-adslguide) Sun 01-Dec-13 14:32:37
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Re: Where are the Increased Bandwidth Allowances?


[re: TrishaH] [link to this post]
 
Conspiracy! wink

Zen 8000 Pro
Standard User TrishaH
(experienced) Sun 01-Dec-13 15:13:33
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Re: Where are the Increased Bandwidth Allowances?


[re: Pipexer] [link to this post]
 
laugh

Things must have been re-setting gradually: mine now shows my daily average as 0.155, so by the end of the day, it should be roughly as it normally is for usage.

Very nice to have the extra bandwidth allowance!

I do think it only applies to ADSL though, not fibre.

Standard User AndrewNi
(regular) Sun 01-Dec-13 15:15:53
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Re: Where are the Increased Bandwidth Allowances?


[re: GreigM] [link to this post]
 
According to Phil Long's post in the Zen forums, sadly you are correct.

I'm not on VDSL but for Zen to claim to "[increase] its monthly download usage allowances on all its broadband services" (my emphasis) but then claim fibre broadband isn't broadband (?!) is outrageous.
Standard User GreigM
(newbie) Sun 01-Dec-13 18:00:19
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Re: Where are the Increased Bandwidth Allowances?


[re: AndrewNi] [link to this post]
 
In reply to a post by AndrewNi:
According to Phil Long's post in the Zen forums, sadly you are correct.

I'm not on VDSL but for Zen to claim to "[increase] its monthly download usage allowances on all its broadband services" (my emphasis) but then claim fibre broadband isn't broadband (?!) is outrageous.

Indeed, I haven't seen such a massive PR own-goal in business since Gerlad Ratner was at the helm of a company. How can they possible advertise "all" its broadband services and then not include fibre broadband?

All broadband
Fibre Broadband

I've emphasised the important part for you wink

I am one of the new second-class broadband customers (previously known as "fibre" broadband customers) who got screwed this morning.

I will be taking this up with the ASA and anyone else who will listen. If anyone from Zen is reading and gives a [censored] then you have turned me from a loyal Zen customer who would happily recommend you to one who will steer people away and leave as soon as my contract allows, purely because you made me feel like an undervalued customer.
Standard User BatBoy
(legend) Sun 01-Dec-13 18:37:49
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Re: Where are the Increased Bandwidth Allowances?


[re: GreigM] [link to this post]
 
Many references here to Fibre Broadband http://www.zen.co.uk/home-office/broadband/fibre-opt...


______________________________________________________________________________________Go_girl!__________________
Standard User nrms
(member) Sun 01-Dec-13 19:12:22
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Re: Where are the Increased Bandwidth Allowances?


[re: GreigM] [link to this post]
 
Well I've been with Zen since 2003 and I have Fibre Office broadband at £66 per month contracted to March 2015, and also Zen Talk monthly.

But if they are going to make us long contracted customers second-class then I will also walk as soon as my contract ends.
Standard User steviechap
(regular) Tue 03-Dec-13 10:49:26
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Re: Where are the Increased Bandwidth Allowances? *DELETED*


[re: GreigM] [link to this post]
 
Post deleted by steviechap
Standard User steviechap
(regular) Tue 03-Dec-13 10:52:31
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Re: Where are the Increased Bandwidth Allowances?


[re: nrms] [link to this post]
 
1. I'm happy with reliability
2. I happy with speeds.

I am not happy with Zen.

1. Not included in price drops as per other customers
2. Supplied Router doesn't work to the advertised speed so had to purchase my own router (yes I worked with support - works fine when directly plugged into the BT supplied box)
3. Supplied Router didn't allow FTP (see point 2) (yes I worked with support)
4. No bandwidth increase unaligned with other products.

Point '1' I can concede.

As an early adopter you expect there to be problems - hence point 2 and 3.

Point '4' is indefensible.

I am not alone - of the 3 friends/family that I have set up with Zen, two have moved away due to disappointment with the price point and perceived value.

Zen have a couple of weeks to sort out this bandwidth allocation otherwise I'm cancelling my DD and off elsewhere as the product no longer meets my needs.

And good luck to Zen in enforcing the fixed term contract in the small claims court as only 50% of the advertised product is being supplied.

--
ZeN Fibre Early Adopter
TP-Link TD-W8970
Standard User steviechap
(regular) Tue 03-Dec-13 11:38:04
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Zen Re-Write History


[re: steviechap] [link to this post]
 
Zen have altered History!!!!

Compare the current page : http://www.zen.co.uk/latest-news.aspx?page=11889

With the screenprint I took : https://dl.dropboxusercontent.com/u/19119564/Zen%20I...

They have changed the wording from 'on all it's broadband services'.

How can we trust them with our data if they can't be trusted not to increase, then decrease the allowances?

Comments please!

--
ZeN Fibre Early Adopter
TP-Link TD-W8970
Standard User nrms
(member) Tue 03-Dec-13 14:48:01
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Re: Zen Re-Write History


[re: steviechap] [link to this post]
 
I think all they've done is clarify the text. It is obvious they never intended to increase the bandwidth limits for existing customers with 12 or 24 month contracts on the Fibre broadband products (which no longer are being sold); and that the original wording was not stated clearly.

You might argue (I do) that it is unfair to penalise those long contract customers and give better terms (financially and in bandwidth limits) to new customers and those existing customers who can easily up and leave by virtue of the 1 month contract term.

If they do not do something to correct this injustice soon, then I will also be leaving Zen (after being with them since 2003) just as soon as my current contract expires.
Standard User Pipexer
(eat-sleep-adslguide) Tue 03-Dec-13 17:12:35
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Re: Zen Re-Write History


[re: steviechap] [link to this post]
 
They've just clarified the text. I agree they should have got it right the first time, but I don't think their action of correcting the wording on their news article is as sinister as you make out.

Zen 8000 Pro
Standard User David_W
(fountain of knowledge) Tue 03-Dec-13 18:53:08
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Re: Where are the Increased Bandwidth Allowances?


[re: steviechap] [link to this post]
 
In reply to a post by steviechap:
Zen have a couple of weeks to sort out this bandwidth allocation otherwise I'm cancelling my DD and off elsewhere as the product no longer meets my needs.

And good luck to Zen in enforcing the fixed term contract in the small claims court as only 50% of the advertised product is being supplied.
I would expect you to lose any legal action.

You entered into a binding contract with Zen on certain terms, including a set monthly bandwidth allowance. A piece in the newsletter about changes to monthly bandwidth caps does not constitute a contract to amend the original contract between you and Zen, as you provided no consideration for it (you neither paid a price nor made a new promise) and it was not executed as a deed. Moreover, you cannot invoke the doctrine of promissory estoppel, as you did not give up a legal right in connection with the newsletter article. There is therefore no way for you to rely on the newsletter article in any action for breach of contract.

You may be able to succeed in an ASA complaint - I can't say whether the ASA would accept Zen's explanation that "broadband" does not include "fibre broadband" unless explicitly stated as such. Even if you succeeded in an ASA complaint, it would not change the contractual position.


If you cancel your Direct Debit, you lay yourself open to legal action by Zen and their agents.


Ultimately, Zen are entitled to rely on the original contracts with fibre customers on the old products.

There is not an obvious equitable way to permit upgrades by those still in minimum term contracts. Some paid installation in return for a 12 month minimum term, others committed themselves to a 24 month minimum term in return for free installation. Those on the legacy 400+ GBytes/month packages are on a wholesale product with enhanced priority, which has a minimum term and is not used in the new product line-up. How do you propose to deal with these problems fairly?

Each existing customer freely entered into a contract with Zen. So long as Zen continue to provide the contracted service for the minimum contract period, they are entitled to rely on the contracts. Though it is often possible to upgrade early to newer tariffs on telecommunications products, there is no right to do so.


To be clear, I would rather Zen found a way to allow early upgrades, but they have decided early upgrades are not available in this case without a termination fee that I understand would be the entire sum due for the remaining minimum contract period.

Long term customers have been used to dealing with Zen on a 1 month minimum contract, where, as you pay a month in advance, you are out of your unpaid minimum contract period immediately. This was not the case on the fibre products, and customers cannot expect to deal with Zen on the same flexible basis as when a 1 month minimum contract period applies.

Standard User steviechap
(regular) Tue 03-Dec-13 19:25:36
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Re: Where are the Increased Bandwidth Allowances?


[re: David_W] [link to this post]
 
I have been with Zen since July 2006. It started with 20GB data ... since that time Zen have always provided Bandwidth and Speed increases to my existing product.

Zen haven't sent me a contract to say it's limited to 100MB - and the only certainty is the length of the contract.

A shame as I like Zen's speeds, reliability --- just that the run-ins that I have had over the years have always been their fault or a problem at their end and this takes the biscuit.

--
ZeN Fibre Early Adopter
TP-Link TD-W8970
Standard User David_W
(fountain of knowledge) Tue 03-Dec-13 22:21:25
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Re: Where are the Increased Bandwidth Allowances?


[re: steviechap] [link to this post]
 
In reply to a post by steviechap:
I have been with Zen since July 2006. It started with 20GB data ... since that time Zen have always provided Bandwidth and Speed increases to my existing product.
That's not necessarily the case. In some instances, products have gained a increased usage allowance with all other terms remaining the same. Speed upgrades have often required regrading to a new product.

In reply to a post by steviechap:
Zen haven't sent me a contract to say it's limited to 100MB - and the only certainty is the length of the contract.
A contract doesn't have to be in written form or sent to you. So long as Zen can produce something that satisfies a court, on the balance of probabilities, that it is the terms and conditions you agreed to, they can enforce the contract.

It's entirely possible to make a legally binding contract verbally - the problem is being able to prove what the terms were should you seek to rely on them in court.

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