Unlimited Fibre 1 back to £29.99 per month?

Introductory page shows from £31.99.

However "find out more" shows £29.99.

I would be very disappointed at these variations up and then down again within a matter of 2 months as I missed out on the previous £29.99 pricing when I came out of my Big Deal during August.

However, do I automatically get a discount?

"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 ToneDeaf (Sun 22-Sep-19 11:45:59)

Thank you for the heads-up. When I went to the order page to upgrade an existing ADSL service, it did give the lower price, so I've ordered FTTC for there now

In reply to a post by ToneDeaf:

Introductory page shows from £31.99.

However "find out more" shows £29.99.

I would be very disappointed at these variations up and then down again within a matter of 2 months as I missed out on the previous £29.99 pricing when I came out of my Big Deal during August.

However, do I automatically get a discount?

"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!*

I wonder the same. I just came out of the Big Deal contract in August after two years. I then upgraded to the UL2 package on the 3rd September, with the perception that my line would give me a little more. A 12 month contract.

Unless I'm somehow calculating costs wrong, the UL2 package should also be cheaper.

So, I also wonder, I should be getting a discount too? Or are Zen going to say something along the lines of: "You signed up while the price was X so you have to pay that for a year."? I'm not really happy with Zen's price shifting back and forth. I feel cheated.

Tyger

My son is in the process of joining Zen and had signed up only to discover the price difference so rang Zen up who moved him to the cheaper price.
He contacted my daughter who is also in the process of joinng Zen and had also started the process at the higher price. After a phone call to Zen they will also drop her to the lower price.

I have also come to the end of my Big Deal contract so had a look at what is available. The 80/20 package is £1 cheaper than what I am paying but there is an admin fee of £19.99 so would take 20 months to break even. However when I enter my details in the "see what is available for you " box the prices jump up by £10!
I am on fttp but even on the 150 and 330 packages which are fttp only the same jump happens so not sure if being on fttp is the reason or what????
I think I will ring them tomorrow to see what gives.

For Unlimited Fibre 1 the £19.99 is described as an "activation fee" and this was waived for me as I was already connected to Fibre 1 and was simply renewing the same product for another 12 months.

I would like to find out why the product price was raised by £2 for only 2 months and then dropped again to the previous level.

Rang Zen this morning.

Seems they are now charging more for FTTP than for FTTC.
Fibre 2 for FTTC customers is £34.99 including phone line.
Fibre 2 for FTTP customers is £49.99 including phone line.
If ordered without phone line is £38.99.

That's a heck of a jump just for the privilege of using "more modern technology" to quote the sales lady.
So I am obviously staying with my present Big Deal contract of £36 which includes line rental (I need a landline).

I've emailed Zen billing about this. After the end of my Big Deal contract I upgraded on the 3rd Sept to UL2 along with my £6.51pm unlimited call package to standard UK numbers.

I've calculated that the cost of this should be £41.51 inc. VAT. I appear to be paying £45.49 Inc VAT, so I sent a query on this to Zen Billing a few minutes ago.

I also put their statement in the email: "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!�

I'll probably get some smart answer back about " that's only for new customers..blah" or something.

Tyger

Keep us updated with Zen's reply to you.

I also await a reply from my query submitted via the web email form.

I note that the website front page has been updated today to reflect Superfast from £29.99

In reply to a post by Jax2:

So I am obviously staying with my present Big Deal contract of £36 which includes line rental (I need a landline).

Just out of curiosity do you need the landline because you have some technology that needs the copper connection or do you need to retain your landline number because of the contact people need to have with you?

If the latter, could you port your number to a VOIP supplier and do away with the landline? Not sure of VOIP costs but it may save some money.

Several things here.

I do need to retain my landline number.

Leaving my Big Deal contract would actually cost more each month for Broadband only without a landline than I am paying at the moment for the same speed of Broadband connection with a landline. Then the VOIP costs on top. That would make no sense.

Mobile is a none starter as the signal with all providers is very poor, ranging from completely unobtainable to in one place in one room.

I recommitted to a 12mth contract for UF1 on 31st August, having been a Zen customer since 2007.

When I saw your thread yesterday, I got onto Zen. The helpful sales guy acknowledged I was eligible for the new pricing, so he put me straight onto a new, new 12mth deal, backdated to 18th September (when the new pricing was released).

I even got a £2 credit note.

So, it seems we need to ask for the new pricing, it doesn't arrive automatically.

Your situation is pretty much the same as mine,

I have also been a customer since 2007 and also recommitted to a new UF1 contract in August.

However, Zen appear slow to respond to questions posed via their web email form so I will also make that call!

Same here. I emailed them on the 24th. I still haven't had a reply. I'll be phoning them on Monday.

Tyger

It is a waste of time emailing Zen.

I agree that the best (only) way to deal with Zen is by phone.

I think legally Zen would be well within their rights to have said to people who had started a new contract in August to say that the price when they signed on was £** so tough luck a contract is a contract so I think they have been very fair allowing folks to go to the new lower price.

In reply to a post by Jax2:

I agree that the best (only) way to deal with Zen is by phone.

I think legally Zen would be well within their rights to have said to people who had started a new contract in August to say that the price when they signed on was £** so tough luck a contract is a contract so I think they have been very fair allowing folks to go to the new lower price.

As may be Jax2, but their own statement is:

"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!" That to me sounds stronger than inflexibility on the part of Zen.

I haven't been on the phone to Zen yet. If they said "No" to to me, a customer of 15 years, well that means I am in contract for another year at a higher price. If so then I can leave for another ISP and never come back. Then I can give Zen 0 out of 5 on every review website on the Net. They would lose a lot more money than if they reduced the price.

I think they should reduce the price, for me and for others.

I'm saying all of this without an email response from them (why have email if you don't respond)? Also Zen billing are not yet open at the time of writing. So the results could be straightforward and positive for me.

Tyger.

Totally agree with the comments here.

They would get more kudos from me if they automatically reduced my price OR alerted me to the fact there had been a price change and invited me to call.

Why have an online web form for contact if they struggle to manage it. Get rid of it and just state that they deal with calls only.

I would question the business ethics of raising a price for 2 months, then lowering it again and refusing to consider those who contracted at the higher price. Therefore some credit to Zen if they are indeed reducing pricing to those who enquire.

Finally, I note a lack of comment from Zen reps on this forum recently and would have liked to see some clarity on this topic as has been offered in the past.

Edited by ToneDeaf (Mon 30-Sep-19 08:02:48)

Rightyoh....! I phoned Zen. They reduced my price to what I wanted, £34.99 for UL2 and £6.51 for unlimited calls to UK standard numbers.

They gave me a credit note of £8.87 that runs back to the 2nd September when I first started my new 12 month UL2 Contract. The contract itself is from 2nd Sept 2019 to 1st Sept 2020

My next bill this month will reflect the cheaper advertised cost and some less with the credit note added in back to the 2nd Sept. I asked him to apply it to my next bill.

Very helpful, no problems at all. I advise phoning rather than email. Also the (sub)department you want to speak to is Zen Retentions.

You might just want to ask for them straight away, as after explaining this to billing she then said I had to talk to them. I asked her to fill them in on the situation.

She then put me on hold, explained the situation, I then spoke to retentions and it was all sorted in a few minutes.

All well and done, and I'm happy, but if they had answered my e-mail of the 24th of Sept, or just automatically reduced the cost, it would have been less time and hassle for all

Tyger.

In reply to a post by Jax2:

Rang Zen this morning.

Seems they are now charging more for FTTP than for FTTC.
Fibre 2 for FTTC customers is £34.99 including phone line.
Fibre 2 for FTTP customers is £49.99 including phone line.
If ordered without phone line is £38.99.

That's a heck of a jump just for the privilege of using "more modern technology" to quote the sales lady.
So I am obviously staying with my present Big Deal contract of £36 which includes line rental (I need a landline).

Thats reasonable.

From zen's side, everyone on FTTP will connect at the maximum speed, there is no variance. This in turn means they need more backhaul to support those higher speeds, and backhaul costs money.

From the consumer side its normal for companies to charge a premium for what is considered a premium product, even if it doesnt accurately reflect costs.

So I expect a mixture of the two is a factor.

The zen FTTC pricing is outstanding, its circa £20 a month less than sky broadband, but is a much more techy isp, with proper ipv6 support etc. That outstanding price is probably making the FTTP price look worse than it is.

Edited by Chrysalis (Thu 10-Oct-19 15:23:09)