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)

The point is being missed here, why should we have to sign up for a new 12 Months contract to keep the existing price?

Zen have in the past been more honest with this kind of stuff and offered a "one months rolling contract". The original 12 Months contract coves the period they are contracted to Openreach for the insulation / set up charge on a new VDSL line, after that there is no reason not to revert to a one month rolling at the same price.

What is the benefit to them of the new 12Months apart from locking the customer in to them part of the reason I have stayed with Zen for so long is because of their honesty I am very sad to learn that things have changed!

I have just noted this Quote on the site

As long as you stay with Zen, we promise there will be no price rises. That�s a lifetime guarantee. Of course, this doesn�t stop us reducing the price you pay, and we reserve the right to do so!

Edited by RichTea23 (Tue 05-Mar-19 10:53:28)

In reply to a post by RichTea23:

The point is being missed here, why should we have to sign up for a new 12 Months contract to keep the existing price?

Because when you took out the initial 12 month contract maybe you agreed to the t&c's where it explicity stated that the low/discounted prices would apply for the first 12 months only and thereafter prices would revert to the standard pricing on a monthly rolling contract? Not all companies carry on their discounted price beyong the minimum term, and they usually make that very clear in the t&c's you signed up to - if you don't agree, you don't sign the contract. But if you go ahead, then the onus is on you as a customer to ring up after the min term is completed and ask them what deals/discounts are available. And its common knowledge that companies usually offer the best prices on 12+ months contracts - which you are not forced to take out.

In reply to a post by baby_frogmella:

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 totally agree, when we come out of contract with our ISP I am right on the phone to get another very good deal that will stay at that price throughout the new contract period of 12 to 18 months.

Paul

In reply to a post by baby_frogmella:

Because when you took out the initial 12 month contract maybe you agreed to the t&c's where it explicity stated that the low/discounted prices would apply for the first 12 months only

My Point is that Zen did not do that stuff before they were more honest than your average supplier OK maybe since signing up the price has reduced that's all good but why can they not apply that to reduction to existing customers without forcing them to sign a new contract (with its 12 months min).

A quote from their site:
"As long as you stay with Zen, we promise there will be no price rises. That�s a lifetime guarantee. Of course, this doesn�t stop us reducing the price you pay, and we reserve the right to do so!"

In reply to a post by RichTea23:

In reply to a post by baby_frogmella:

Because when you took out the initial 12 month contract maybe you agreed to the t&c's where it explicity stated that the low/discounted prices would apply for the first 12 months only

My Point is that Zen did not do that stuff before they were more honest than your average supplier OK maybe since signing up the price has reduced that's all good but why can they not apply that to reduction to existing customers without forcing them to sign a new contract (with its 12 months min).

That�s a business decision Zen�s sales/marketing division have made. If you don�t like it then you don�t have to join or stay with them, plenty of other ISPs to choose from

Edited by deleted (Tue 05-Mar-19 13:42:10)

Did the same on Tuesday, emailed asking to be moved to one of the cheaper products available and said they can keep the modem/router, nothing back so far.
Strange, to me, was that I had the choice of two FTTC products, including telephone line, one at £37 t'other at £38 but I could not see any difference between the two.

Try emailing sales instead (if you emailed Customer billing like me - nothing for 5 days), they responded within 24 hours and regraded me to the new pricing in a 12 month contract.

£37.00 is Unlimited Fibre 1 up to 38Mbps, while £38.99 is Unlimited Fibre 2 up to 76 Mbps

Thank you for this info just phoned them up and they have switched me to the new price and a new router is on its way. I love Zen been with them for over 12,years no real problems and very good service as I never have to phone them

Thanks, did as you suggested and all done within 24 hours.
New contract for 12 months and pricing all sorted.

Just done the same, and all done in 2 hours after calling them.

Edited by sidef (Tue 12-Mar-19 11:37:40)

Been with Zen 18 years and expect better.

I don't even mind entering another 12 month contract, it's the fact they don't even tell us. This isn't the first time it has happened to me either. I was paying £5 more per month for maybe a year for an inferior service, until I called and found out.

At the moment, I am out of contract by a good few months and paying £43 for something that is currently £30.

I know a lot of you think Zen's a business just like anyone else, but they've been getting my business for nearly two decades. Kind of leaves a bitter taste in your mouth, especially when it's not the first time.

How long have these prices been dropped out of interest? I will call CS tomorrow

In reply to a post by Marz:

I don't even mind entering another 12 month contract, it's the fact they don't even tell us.

When you first took out the new contract, did your contract t&c's not state that your prices would remain the same only for the duration of the contract, ie from month 13 your prices would revert to their non-discounted standard price? Unless you didn't bother reading the t&c's despite agreeing to them? If no mention of this in the t&c's then Ofcom might be interested otherwise you can hardly blame Zen if people deliberately choose to ignore whats in the t&c's. The contract terms are there for a reason

How about this: "it's the fact they don't even tell us" .... via an e-mail sent out that says something like; "Dear loyal customer who's contract has ended, do you know that you can get a price reduction on your 30 day rolling contract if you take out another 12 month contract with Zen ? We would like to specifically point this out to you just in case you are not aware of it from other sources. This is because we don't want you paying more than others do for the same service".

I'm not starting a fight here. I don't have a very big chip on my shoulder over this, or perhaps any at all, but it would be useful for Zen (or any ISP) to be proactive in making existing customers aware of this in the most direct manner possible. Which I believe would be most efficient in the form of an e-mail to that purpose and end. No ?

Beside the point. Would you expect your ISP to let you keep paying an ongoing £43 a month instead of £30, even when out of contract, until you noticed? It's lucky a family member who were signing up to the same plan told me how much they were paying, or it could have been months until I noticed.

In reply to a post by Marz:

Beside the point. Would you expect your ISP to let you keep paying an ongoing £43 a month instead of £30, even when out of contract, until you noticed? It's lucky a family member who were signing up to the same plan told me how much they were paying, or it could have been months until I noticed.

Why is reading the t&c's of the contract you sign up to beside the point? If you don't agree to Zen raising prices after you've completed the 12 month term, then you don't sign up, its simple. Otherwise any savvy customer - after having read the t&c's - would make a note in their diary reminding themselves to call Zen after their 12 month contract is up to negotiate a new contract or migrate, if necessary.

True, many companies keep the same low price beyond the 12 months so that the discounted price continues on a rolling 1 month contract but Zen have chosen not to do this. Zen's practice is not that much different to taking out a fixed rate mortgage for X years after which you go on the bank's standard interest rate mortgage. The onus is then on the customer to ring up and ask what discounted deals are available, not on the bank to automatically put you on a new mortgage product.

Edited by deleted (Thu 04-Apr-19 22:32:24)

In reply to a post by baby_frogmella:

Zen's practice is not that much difference to taking out a fixed rate mortgage for X years after which you go on the bank's standard interest rate mortgage. The onus is then on the customer to ring up and ask what discounted deals are available, not on the bank to automatically put you on a new mortgage product.

Could that be one of the reasons why the financial services industry is seen by so many people as the home of crooks and shysters whose only aim is to fill their own pockets, who hide behind layers of jargon and verbiage, who will use every trick in the book to avoid making a genuine response to a complaint and who view any harm to their customers as collateral damage in the drive to satisfy their own greed?

You pretty much summed it up. The 12 months was over, the rolling contract kept the old price. I'd be interest to see if any new terms and conditions introduced transferred into the rolling contract (I bet they would), except not the price.

What is beside the point is the difference between all the legal stuff and treating your long standing customers with a bit of respect. Anyway, it's all sorted now - but I'm sure there's a lot of other people in our situation that won't even notice until a a year down the line, or £144 later

Energy companies are far worse, usually switching folks to a higher standard rate at the end of a fixed deal without a single word.

Energy companies are not permitted to transfer consumers on to another fixed term contract (which are usually cheaper than their standard variable tariff) without the consumer's express approval. This was the case before Ofgem banned the practice some years ago after consumer complaints. Should ISPs be allowed to roll BB consumers onto a new minimum term contract without their approval? That is not to say the BB providers should not tell existing customers of all new contract offers.

From personal experience Zen do seem to be open to negotiation so while I know it's old fashioned but why not pick up the phone and have a chat with them, they seem an approachable bunch

Neither do they move folks to the latest or new customer deals when they are locked into a fixed deal. Some folks love to find something to moan about. If they don't like the conditions of fixed-term contracts, then they should join those of us that avoid them unless it's a money saving deal.

In reply to a post by professor973:

Neither do they move folks to the latest or new customer deals when they are locked into a fixed deal. Some folks love to find something to moan about. If they don't like the conditions of fixed-term contracts, then they should join those of us that avoid them unless it's a money saving deal.

Surely, this thread is all about contracts. Some Zen users do not accept that to secure a lower price they have to agree a new minimum term contract. Others, who have been with Zen for years, appear happy to accept the lower price and to agree a new minimum term. Given that Zen is also offering not to increase prices going forward, I am not sure why existing Zen customers would hesitate to accept the offer. But, as you suggest, it is an individual decision.

I was with Zen for years and well out of contract running on the monthly contract with a set amount of usage (say it was 500GB per month for example) and I noticed that their monthly charge had also dropped and I was paying a lot more for the service. That was about the same time they introduced their unlimited usage option and their quality of service supplied from Zen literally dropped off a blinking cliff (8+ years previous rock solid).

A half decent customer services should automatically reduce the customers monthly payments if they are out of contract.

Edited by derekdel (Sat 06-Apr-19 23:02:27)

I forget the exact wording of that statement they make about not increasing prices going forward, but put as you do that seems nonsensical.

Having lived, as others here have, through a period of double-digit annual inflation, if Zen adhered to such a commitment they would very quickly go out of business.

Even 7% annual inflation halves the value of "the pound in your pocket" in just a few years due to the increase compounding itself. Ten years springs to mind. Given the high probability of a Labour government by mid-2022 if not earlier we could well be experiencing well over 7%pa inflation by 2024. IIRC at 10%pa it takes 7 years.

They could of course do what Plusnet used to do, which was stop selling the particular products and introduce new ones then incentivise people to move to those, but given current unlimited allowances it would only work through attrition or Openreach product upgrades.

In reply to a post by RobertoS:

Even 7% annual inflation halves the value of "the pound in your pocket" in just a few years due to the increase compounding itself. Ten years springs to mind. Given the high probability of a Labour government by mid-2022 if not earlier we could well be experiencing well over 7%pa inflation by 2024. IIRC at 10%pa it takes 7 years.

My late Father left a short things that he wished his Father had told him when he was a boy. Top of his list was 'The Power of Compound Interest'. Not a particularly sexy subject, but important none the less.