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.