uno https://www.uno.uk/packages/fttp-broadband/ might also provide you with a FTTP (broadband only) service on a one month minimum term if you decide to have FTTP accounts with different providers at the same address. You would have to pay for the installation/activation which could be in the region of £100 though...

In reply to a post by 4M2:

uno https://www.uno.uk/packages/fttp-broadband/ might also provide you with a FTTP (broadband only) service on a one month minimum term if you decide to have FTTP accounts with different providers at the same address. You would have to pay for the installation/activation which could be in the region of £100 though...

Unfortunately Uno requires an active phone line (I believe?) and I don’t have one.

In reply to a post by kam67:

Unfortunately Uno requires an active phone line (I believe?) and I don’t have one.

You could try messaging or calling uno sales on Monday if you think a second FTTP account is a viable potential option.

In reply to a post by kam67:

In reply to a post by 4M2:

uno https://www.uno.uk/packages/fttp-broadband/ might also provide you with a FTTP (broadband only) service on a one month minimum term if you decide to have FTTP accounts with different providers at the same address. You would have to pay for the installation/activation which could be in the region of £100 though...

Unfortunately Uno requires an active phone line (I believe?) and I don’t have one.

I can't see why if you are going for an FTTP option.

I received this response from a Zen Complaints Manager:

“I have been reviewing your complaint regarding the issues you have experienced around your full fibre activation. I want to firstly say sorry for the inconvenience and frustration that this has caused you, I understand that this has been ongoing for some time now and that you are still without service at your new address. This is not what we want and I am working with our technical support and our order management teams to ensure that we are doing everything to get this resolved for you as soon as possible. Given the situation that you have found yourself in, we will of course compensate you for the inconvenience that this has caused.

I can see that the teams have started the ball rolling on the cease and reprovide as this looks to be the only way to get the service corrected for you, the cease is now in place and as soon as this is complete, we will be able to reprovide the service with an expedite to ensure this is done as quickly as possible. I will continue to monitor the cease and reprovide and I will be providing updates to you moving forward to ensure that you are kept in the loop on the progress that we are making.

We need to allow the cease to complete before we can reprovide the service but as I mentioned above, we will be expediting this to ensure that this is done as quickly as possible.

You can contact me directly by replying to this email and I will be able to get back to you as soon as possible.

Kind regards, ”


So I guess, given this response from their complaints team, I need to allow Zen time to try and salvage things (perhaps a week is reasonable) through an expedited cease and reprovide. The ball is in their court.

In reply to a post by jpm:

No, he said you can't take over an existing service quickly. This is a new ONT and new fibre.

I ruled this option out, due to lead time, especially as I'm aware of the OP back story from speaking to them.

Lead times in most parts of the UK for a new ONT/Install, is circa 6-7 weeks currently.

I would suggest that a safer method is for you to contact Zen, now, and ask them to tell you the number of the ONT that they think they are trying to connect to. Check the number they give you against the ONT number that you have recorded and make sure that they agree. That would eliminate one of the mess-ups that sometimes occurs. Sorry to reduce the issue to such basics; but in my company's experience poor communication between Openreach and other communications providers is a far more frequent cause of problems than technical failures.

By the way, I agree with others on this forum who have advised you that with a solid green PON light on your ONT there is no hardware issue at your end.

Thanks ajseeds - as Zen is about to carry out a reprovide on my connection (hopefully next week) - from what you are saying, it would be a good idea to email them the serial number of my ONT and ask them to double check it corresponds to the one they attempt to connect to?

Don't tell them what your ONT serial number is, because they could get lazy and reply saying it matches. Ask them what they have recorded as your ONT serial and verify it yourself.

In reply to a post by jpm:

Don't tell them what your ONT serial number is, because they could get lazy and reply saying it matches. Ask them what they have recorded as your ONT serial and verify it yourself.

Thank you - good point