£55 Activation Charge

Is the £55 Activation Charge still valid if I migrated from my BT Infinity 2 80/20 to Zen's Unlimited Fibre 2

I can't find anything on their website so thought I'd post it here...

Thanks.

No one knows?

In reply to a post by hypertony:

Is the £55 Activation Charge still valid if I migrated from my BT Infinity 2 80/20 to Zen's Unlimited Fibre 2

I can't find anything on their website so thought I'd post it here...

Why don't you just call or e-mail and ask them? You know, they're probably going to know their own pricing structure better than us.

FWIW - My experience was that I was charged for their wireless model router, but when I phoned and informed them that I did not require it, the 55 GBP fee was waived.

Edited by toph3r (Wed 05-Jul-17 21:42:46)

Hi toph3r,

E-mail was sent but haven't heard anything yet, hence posting here.

I don't need their hardware as I have my own.

Why not call them and get a straight answer there and then? As toph3r says that "activation" fee might actually be for the hardware and might get waived but you really need to get confirmation straight from the horses mouth....

I am deaf.

My apologies

Best to wait for the reply to your email or until one of their support staff reads this thread. Good luck!

Hi Tony, Yes the £55 would still be valid.

With regards the email you sent our sales team, please can you PM me your email address. I'll track down what's happened to it.

Thanks

In reply to a post by hypertony:

Hi toph3r,

E-mail was sent but haven't heard anything yet, hence posting here.

Understood.

I don't need their hardware as I have my own.

Agreed; the fee should be waived. Why Zen make this so hard for you, especially given you're disabled, is utterly beyond me.

Customer service eh?

Edited by toph3r (Thu 06-Jul-17 14:58:38)

Looks like Zen are saying the activation fee is regardless of hardware

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.

In reply to a post by ajays:

Hi Tony, Yes the £55 would still be valid.

Even migrating from a working FTTC to your FTTC product?

With regards the email you sent our sales team, please can you PM me your email address. I'll track down what's happened to it.Thanks

I have sent you an PM.

Thanks.

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.

Yep, fair enough. It all appears in hand now, however.

£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.

What are those fees, please?

Seems bizarre to me that Zen is in the 95th percentile of ISPs cost wise - which is completely fine, you offer a good service and it's right you charge appropriately for it - yet somehow those higher monthly fees don't cover any fees to take over the provision of a customers Internet which you make profit on.

We don't charge a fee for the hardware we provide or for delivery.

You're right, you definitely don't charge for that hardware. The 'activation fee' helps cover it.

I recently migrated from Plusnet to Zen and had to factor in the £55 activation charge. I've been with them a month and thus far they have been really good.

Tim

What are those fees, please?

I won't provide a full breakdown of the fees but I will say that the fee depends on the exact scenario. e.g.
- is it a new service or a transfer
- the type of service the customer has with another provider
- the type of phone line e.g. MPF, WLR3 or cable
- if we're providing the service on-net (ordering with Openreach) or with BT Wholesale
- if the serving exchange is Market A or Market B
- plus many other factors

Each scenario has a different cost. So rather than a price list with many different activation fees we keep things simple with a single fee of £55.

Sometimes the activation fee will fully cover our costs other times it doesn't.

Fair enough.

It does appear that some customers who incur little to no costs are subsidising those who do (different markets or cable migrations), however.

That's the nature of ISP costs. With the vast majority, you're subsidising the heaviest and costliest users.

I now have the answers I need to know - thank you to everyone who commented and for Zen giving me the details.

a fee for joining and then one of the most expensive and in my opinion as an ex zen customer overpriced offers in the UK, seriously look elsewhere the service is better the customer service team are there when you need them and they dont live on a past reputation

Bit late to the party I know, however...

I wouldn't pay £55 for an ISP to take over a line thats already connected.

I certainly woudn't pay it to Zen either, however I've had a bad experiance with Zen in the last couple of years so, I'm a bit biased.

Does anyone know if they sorted those gremlins in the routing out yet? I know it was a pain in the backside for me and seemed to get worse after I bailed.

You might not want to pay it, but the migration charge exists at the wholesale level hence why so many providers charge something for switching, or merge it into the longer contract term.

In reply to a post by MrSaffron:

You might not want to pay it, but the migration charge exists at the wholesale level hence why so many providers charge something for switching, or merge it into the longer contract term.

That charge is £11. There is no justification to charge £55.

In reply to a post by hypertony:

I now have the answers I need to know - thank you to everyone who commented and for Zen giving me the details.

What was the outcome? Did Zen waive the fee for you like they did me?

As I have said earlier in this thread £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.

The costs we incur depend on the exact scenario. e.g.
- is it a new service or a transfer
- the type of service the customer has with another provider
- the type of phone line e.g. MPF, WLR3 or cable
- if the customer is transferring just broadband or broadband and phone line
- if we're providing the service on-net (ordering with Openreach) or with BT Wholesale
- if the serving exchange is Market A or Market B
- plus many other factors, most of which are outside the customer's control

Each scenario has a different cost. So rather than a price list with many different activation fees we keep things simple with a single fee of £55.

Sometimes the activation fee will fully cover our costs other times it doesn't.