Zen charging existing customers more than new ones

It seems Zen are following the example set by our beloved banks & insurance companies when it comes to giving the best deals to new customers. I noticed that my monthy bill for Unlimited Fibre 1 had gone up from £37 to about £46 a month & yet the website shows UF1 costing £37. I called up & was told I had was out of contract so my monthly cost had gone up & I would be allowed to pay the £37 rate only if I signed up for another 12 months. CS then said someone from accounts would call back to explain. I'm still waiting.

I've been with Zen since 2002 & this isn't really whatI expect from them. I'd like to see them automatically drop existing customers onto the lowest rate, not penalise them for loyalty.

I suggest you check what you're paying & watch out for any increases.

On the flip side, I'm still paying the same old price for ADSL when it now costs more for new customers.

In reply to a post by mondeoman:

It seems Zen are following the example set by our beloved banks & insurance companies when it comes to giving the best deals to new customers. I noticed that my monthy bill for Unlimited Fibre 1 had gone up from £37 to about £46 a month & yet the website shows UF1 costing £37. I called up & was told I had was out of contract so my monthly cost had gone up & I would be allowed to pay the £37 rate only if I signed up for another 12 months. CS then said someone from accounts would call back to explain. I'm still waiting.

I've been with Zen since 2002 & this isn't really whatI expect from them. I'd like to see them automatically drop existing customers onto the lowest rate, not penalise them for loyalty.

I suggest you check what you're paying & watch out for any increases.

I am not sure that I understand what is wrong with Zen's offer. It is offering you a lower monthly price (fixed) - with a new modem/router - provided you agree to a new 12 month minimum term. What's not to like?

Have been out of contract for two years now, I emailed Zen's Customer Billing to request to be moved to their new Unlimited Fibre 2 pricing on Thursday. Have yet to receive a response.

Only last month the papers were full of stories about loyal customers being ripped off at renewal time, as you say the banks and insurance companies being the main offenders and older people being the main victims.

Plusnet is offering 35Mb unlimited broadband and line rental for £24 per month on 12 mth contract. Their billing system continues to have problems but the BB itself has been excellent, not just for myself but five others in our community group. Suggest you go back to Zen and ask them to match these figures, assuming they will call you back. Is Zen really worth paying £37 pm, ie half as much again?

In reply to a post by mondeoman:

I'd like to see them automatically drop existing customers onto the lowest rate, not penalise them for loyalty.

Wot?! You'd like Zen to put existing customers onto new 12 month contracts automatically? No way on earth is that ever going to happen and rightly so. If existing punters want lower prices and they're willing to sign up to a new 12+ months contract, that should be done at the request of the customer, not the ISP.

Edited by deleted (Mon 04-Mar-19 12:55:33)

They'll happily do it if you tie yourself into a new 12 month contract.

In reply to a post by lexden16:

In reply to a post by mondeoman:

It seems Zen are following the example set by our beloved banks & insurance companies when it comes to giving the best deals to new customers. I noticed that my monthy bill for Unlimited Fibre 1 had gone up from £37 to about £46 a month & yet the website shows UF1 costing £37. I called up & was told I had was out of contract so my monthly cost had gone up & I would be allowed to pay the £37 rate only if I signed up for another 12 months. CS then said someone from accounts would call back to explain. I'm still waiting.

I've been with Zen since 2002 & this isn't really whatI expect from them. I'd like to see them automatically drop existing customers onto the lowest rate, not penalise them for loyalty.

I suggest you check what you're paying & watch out for any increases.

I am not sure that I understand what is wrong with Zen's offer. It is offering you a lower monthly price (fixed) - with a new modem/router - provided you agree to a new 12 month minimum term. What's not to like?

Having my price raised to £47 while new customers pay only £37 for exactly the same product, that's what. It's not a small difference. I don't need another modem/router, I don't use the one they sent me last year.

I just want them to treat loyal customers who have been with them for 17 years in a fair manner. I'm buying the same product, why am I not paying the same? You can't even say that the new customers are getting a one-year discount deal as Zen have said the price will never go up.

In reply to a post by baby_frogmella:

In reply to a post by mondeoman:

I'd like to see them automatically drop existing customers onto the lowest rate, not penalise them for loyalty.

Wot?! You'd like Zen to put existing customers onto new 12 month contracts automatically? No way on earth is that ever going to happen and rightly so. If existing punters want lower prices and they're willing to sign up to a new 12+ months contract, that should be done at the request of the customer, not the ISP.

I'd love you to point out where I said I wanted Zen to put existing customers on new contracts. I said I wanted them to charge the same.

Learn to read properly before you post again & don't imply statements that aren't in the original post.

In reply to a post by mondeoman:

I'd love you to point out where I said I wanted Zen to put existing customers on new contracts.

There you go:

In reply to a post by mondeoman:

I would be allowed to pay the £37 rate only if I signed up for another 12 months.

I'd like to see them automatically drop existing customers onto the lowest rate,

Therefore stating the obvious,

Lower rate = new 12 month contract (new or existing customer)
Higher rate = your current 30 day rolling contract

Did you not read the t&cs when you initially signed up? Surely it must have said that the lower price is only for the first 12 months?

Edited by deleted (Mon 04-Mar-19 17:11:53)