In reply to a post by ParksidePeter:

That's the standard answer if they think the customer wants an ONT upgrade.
In my case that's what they told me when I enquired about upgrading to 2.5Gb and mentioned that the ONT would need to be replaced to provide it. But Zen don't know, officially, that the ONT would need replacing until after the order had been placed and City Fibre had reported back to them.
The best approach is not not mention an ONT replacement to Zen. If it's necessary CF will tell them.

^^^ This ^^^

If you ask for an upgrade, they will check their systems to see if they can give you an upgrade and use the associated script. If you ask for a new ONT, they will check their systems to see if they can replace your ONT and use the script for replacing an ONT they assume you have damaged.

If CF have upgraded the PONs then they want to sell you an upgrade and I doubt CF want to have their upgraded PON's not gaining more monthly revenue while everyone is balking at the one off cost

In reply to a post by Seansmit17:

The woman I spoke to said that since I am already on their top package its not an upgrade so I have to pay?!

I don't understand. What package are you on now, and what package are you trying to upgrade to?

Are they currently providing a 2.3G/900M service on GPON? And they consider a 2.3G/2.3G service to be the same thing?

If so, then time to change ISP - or just live with 900M upload.

No,

I am on 1.7/900 as thats the fastest I could get. CF have upgraded the network in my aera to support 2.3. So technically there is no package above mine its just the speed available has changed.

Please see my last post with a reply from zen.

I have told them to downgrade me to 900/900 as I am not paying £55 when they wont give me the full speed now its available.

If I pick a CF-area address and do a Zen availability check, it offers me "Full Fibre Max" with 2300Mbps estimated download, 2300Mbps estimated upload, 1300Mbps min guaranteed download, at £55.

I'm guessing that's what you bought was also "Full Fibre Max", but with slower download and upload speeds.

Downgrading to 900/900 sounds like a reasonable thing to do, as you're not getting very much extra for your £15 per month. Assuming you're out of contract of course.

I am just about 2 months in with Zen.

Well that's the end of that for now.

Zen won't allow a downgrade unless I pay off my contract.

Edited by Seansmit17 (Tue 01-Jul-25 13:11:31)

In reply to a post by Seansmit17:

Well that's the end of that for now.

Zen won't allow a downgrade unless I pay off my contract.

No surprises there, that's the point of a contract. You agree to take service X and pay £Y for a certain amount of time(*), and they agree to provide you with that service.

Given that you were happy when you signed the contract to get the service that you have now, for the price you are paying now, maybe it's just best to roll with it. Alternatively, if you still want to get the faster speed (just because it's available), effectively you'd be paying £5 per month extra for the ONT swap.

(*) Plus any in-contract price rises you agreed to.

New to me.

TalkTalk and VM both let me upgrade or downgrade whenever I wanted. It did mean my 18 or 24 month contract would start again but there was none of this, Pay us for the rest of the contract for a service your then going to pay for again.

That's madness.

Oh you want to upgrade? Well, Pay up the rest of your contract and then you can pay again on the new package. Never come across that with ISP's UNTIL my mother wanted to change some stuff for her EE broadband. They wanted this.

Yes ISPs are always glad to take more of your money when you upgrade when in-contract but I've never heard of an ISP that allows you to downgrade for free when in-contract. Not saying it doesn't happen but not come across it.

Certainly the provider *can* waive their rights under the contract. And it's common to do so if you want to upgrade, i.e. pay them more than you originally agreed.

But I don't think there are many companies which will let you downgrade without penalty, i.e. pay less than you have agreed to pay.

If they accounted for the total contract value at the time of sale (which is common), then letting you downgrade your contract would have to be recorded as a loss.