VM is one that does, or did.

When I moved to my current address back in November 2019 I ordered M200 at £35 per month on a 12 month contract. I changed that to M350 on 25th Feb 2020 for another 12 months. That was then changed to M500 on 30th June 2020 for another 12 months again, But then in November 2020 I downgraded to M100 but this time it was an 18 month contract.

There were some other changes over the years I was with them but the point is they let me downgrade when I asked. So it was kinda the norm for me to be able to do

Before reading your replies.

The G at end of the model number is GPON, and I know thats a GPON ONT anyway as its the one I have.

If you move to a XGS service, you will have a new ONT despite what Zen says.

It seems they are using the same name, "Full Fibre Max", for two different services - one delivered on GPON and one on XGS-PON. Which one you get depends on what the network supports at the time you place your order.

If you're already on "Full Fibre Max", you can't upgrade or recontract to "Full Fibre Max". Even though you may be on "Full Fibre Max (GPON)" and want to upgrade to "Full Fibre Max (XGS-PON)".

They *will* let you move from GPON to XGS-PON, but they charge for the ONT swap.

At least, that's how I read what has been said above.

In reply to a post by candlerb:

It seems they are using the same name, "Full Fibre Max", for two different services - one delivered on GPON and one on XGS-PON. Which one you get depends on what the network supports at the time you place your order.

If you're already on "Full Fibre Max", you can't upgrade or recontract to "Full Fibre Max". Even though you may be on "Full Fibre Max (GPON)" and want to upgrade to "Full Fibre Max (XGS-PON)".

The "they" here being Zen, on the CityFibre side they are two separate products and they have things setup so ISPs can place an order to move from one to the other. The ONT swap would be detected as required and the order would require an appointment, the ISP is not typically charged for the ONT change. This is very similar to on GPON when a customer moved to the 1.6G product but had the old 1GE ONT.

In reply to a post by candlerb:

They *will* let you move from GPON to XGS-PON, but they charge for the ONT swap.

It seems more like Zen have not got their systems setup to enable the change as they have put both as the same product on their side, so there is no journey in their system to move to the faster XGS-PON product on CityFibre.

The charge sounds either like they are looking at forcing an ONT replacement (fault route) or using the ONT move option with CityFibre. Both of which are likely to result in a replacement GP1000G. A move to XGS-PON needs the end user to be moved to the XGS-PON port/OLT as well.

To move to XGS-PON today Zen would need to place an order to move the original poster to the XGS-PON product and that will trigger everything needed, but it sounds like they don't know how to/are not able to do that.

As mentioned earlier on Calix ONTs the G = GPON you need one of the XGS-PON ONTs either a Calix model ending in X or a Nokia ONT as CityFibre use both.

So the question is, if everything is done right does city fiber charge zen for changing the ONT from a GPON to XGS Compatible one...

In reply to a post by Seansmit17:

So the question is, if everything is done right does city fiber charge zen for changing the ONT from a GPON to XGS Compatible one...

Don't focus on the ONT, you want to push them to move you to the symmetric product. Asking about an ONT swap will likely push them to look at the options they have for ONTs not the product change you need.

Zen need to order the symmetric product that will drive the appointment for the ONT swap. Just the same as would have happened if you moved from an old 1GE ONT to the 2.5G ONT on GPON when ordering the product you are now on. I don't know what Zen have in their contract but I'd not expect there to be a charge to Zen for upgrading you including ONT swap.

Long term CityFibre want everyone on their XGS-PON network so they can turn off the GPON kit. Also now Zen wouldn't be able to order the product you are on at your address as they'd only be offered the symmetric products on XGS-PON.

Ok, I'll give them a call tomorrow and just say I'm not getting the full 2.3gbps now it's available and see what they say.

I just checked now to see if my area is XGS and seems it is.

If you want another comparison, Idnet have published ONT pricing.
1 month contract - upgrade cost £90
12 month contract - upgrade cost £30
24 month contract - free ONT.

I agree with what you been told, just ask for the service upgrade, dont mention ONT at all, guess you also hoping it solves the issues you reported a couple of weeks back as well, good luck with it.

I just got off the phone with them again and all I said was that the speed showing on the site is 2.3 and I'm getting 1.7

He looked at some stuff and at first he said I'm in contract and it cant be changed, then looked more and said it be £120 for an engineer visit to change the ONT.

So it seems no matter how I go about this, if I want the full 2.3 for the £55 a month I will have to cough up £120.

Oh that packet loss is still ongoing.

Arrantly I am not the only one in my "Exchange Aera" that is having issues.

Zen are still investigating.