Here we try to answer any questions you have about our exclusive broadband offer from Which? recommended supplier Zen.

What is the deal?

The deal is a choice of four fixed price deals from Which? recommended provider Zen paying by direct debit.

All 4 packages come with unlimited usage, line rental and a wifi router included in the price.

  • Big Deal Broadband – Up to 17Mbps download speed with unlimited downloads from Zen — a nice simple option for browsing, unlimited music and video streaming and email. Monthly price inclusive of line rental is £23. Free set up.
  • Big Deal Fibre 1 – Up to 38Mbps download speed and unlimited downloads from Zen — perfect for bigger households who want super-fast browsing and to stream multiple videos all at the same time. Monthly price inclusive of line rental is £33, with £35 set-up fee
  • Big Deal Fibre 2 – Up to 76Mbps download speed and unlimited downloads from Zen — the right choice for anyone who downloads large files, plays lots of games or watches HD TV and video. Monthly price inclusive of line rental is £36, with £35 set-up fee
  • Big Deal Fibre 3 – Up to 220Mbps download speed and unlimited downloads from Zen — the fastest package for those who want to download the large files even quicker at the same time as playing games or watching Ultra HD TV and video (where available). Monthly price inclusive of line rental is £56, with £35 set-up fee

Once you enter your details into the availability checker, the website will display the packages that are available in your area. Click here to take the deal. To find a list of charges for phone calls from your Zen landline click here.

You can also call the Zen Big Deal number on 01706 902696 and a member of the Zen team will sign you up to a deal over the phone.

Who are Zen?

Zen is the UK’s best-kept secret in terms of Broadband. They have a large and loyal base of broadband customers who value the great service that the Zen team provide. Zen has won many awards from industry bodies and consumer organisations; most recently they topped the Which? Recommended Broadband Provider ratings for the 6th time since 2010, and 93% of their customers rating them as great or excellent on Trustpilot.

Zen is independently owned, and proud to be. Which means that they put the needs of their customers ahead of appeasing investors (simply because they have none!). They don’t waste money on massive market advertising campaigns either. Instead, they plough money back into creating better products and services for their customers.

As a result, they have a track record of success that is the envy of the industry.

What do I actually need to do to switch?

The switching process depends on which provider you’re with and joining.

Switching from BT, Talk Talk, Plusnet or Sky to Zen: Switching is really easy. If you have a working phone line, simply sign up to one of our deals and Zen will do the rest. Your broadband and phone will both be switched over in approximately 10 working days from the date of your order.

The team will also transfer your existing phone number to Zen, so no need to change! When leaving your current service provider, you may need to check your contract to confirm if any final fees need to be paid.

Switching from Virgin Media to Zen: If you’re a Virgin customer, you will be on a different network, and so will most likely need a new phone line installation. It’s no problem – simply buy one of the Zen deals and they’ll arrange for an engineer to come out and install your new line.

Your new phone line will be live immediately once it is installed, and your broadband will be available shortly after. You’ll need to contact Virgin and give them 30 days’ notice that you intend to cancel, so to minimise loss of service Zen recommends you do this once they have confirmed your activation date.

Switching from another provider to Zen: Switching to Zen is simple. If you have a working phone line, then simply sign up to one of Zen’s deals and they will do the rest. Your broadband and phone will both be switched over in approximately 10 working days from the date of your order.

If you don’t have a working phone line they’ll need to send an engineer to you – this could mean your activation takes a little longer depending on engineer availability however, your activation date will be confirmed to you by email within 48 hours of you placing your order

How long does it take to switch provider?

Switching provider usually takes about 10 working days, though it can vary. Zen will let you know when your service is ready to be activated, at that point they will arrange a switch over from your current service to the new service – this should minimise interruptions with your broadband service.

If you don’t have a working phone line they will need to send an engineer to you –  this could mean your activation takes a little longer than 10 working days depending on engineer availability, however, your activation date will be confirmed to you by email within 48 hours of you placing your order.

Will someone have to visit my house to install it?

Usually, you don’t need a visit to your house to switch. All you’ll need to do is plug in your new modem/router when it arrives.

If you don’t have an active BT phone line. Then a new line may have to be installed. If this is the case, Zen will arrange a good time for an engineer to visit your house to get you set up so that you can switch to the Zen deal.

Can I leave my current contract early without penalty?

You would need to contact your current provider to understand what charges may be incurred if you terminate your contract before the agreed end contract date.

If you are in a contract then you will likely be charged an early termination fee for ending the contract earlier than the agreed term.

It’s worth mentioning, that if you have been with your current provider for more than 18 months, the likelihood is that you contract will be near / at its end, which means that you are able to switch to Zen without any penalty.

I’m an existing Zen customer, can I take this deal?

Yes, you can! Give the Zen team a call and they would be happy to regrade your existing broadband package a The Big Deal package. Call them on 01706 902696

Will Zen charge me an exit fee if I want to leave early?

Zen provides a 10 day cooling off period, which allows you time to change your mind, this starts when the order has been placed. If you cancel during this period there will be no charge, but you will need to return any equipment.

If you want to cancel after 10 days you may face termination charges.

Will I be able to keep the same phone number?

Usually, you can keep your number. But there are some rare occasions where it’s just not possible. Zen will let you know if you can keep your number or not.

Can I take the deal with me if I move house?

You may be able to take the deal depending on the location of your new home. Please contact the Zen team on 01706 902696.

Who do I contact if I have an issue?

Call the friendly Zen UK-based support team on 01706 902001. The Zen team are available 8am-8pm weekdays, 9am-5pm at weekends.

Or chat to the Zen team online, with their Live Chat function at https://www.zen.co.uk/support/

Zen has lots of further information on their website that could help answer a question about buying and setting up your Broadband and Phone service. Please find more information at https://www.zen.co.uk/thebidgdeal. Alternatively, answers to some of the most commonly asked Service-related questions are available at https://www.zen.co.uk/support/

What if the broadband isn’t in my area?

Check the availability checker on our Zen Big Deal website – https://www.zen.co.uk/thebigdeal

This will tell you which deals are available in your area. If there are no deals available then contact the Zen team on 01706 902696, and they will be able to offer alternative Zen packages available in your area.

My email address is provided by my current broadband provider. Can I keep this?

This depends on your current broadband provider. For example, BT allows people to keep their BT email address for a small fee each month if they switch away. It’s worth double checking with your provider before switching.

What are Zen’s charges for calls from their landline?

You can find a full breakdown of Zen’s call charges on the Zen website – https://www.zen.co.uk/yourhome/phone/ 

Does Big Deal receive a commission for this switch?

The Big Deal is paid a commission of £65 for each customer who moves to Zen on one of the deals we have negotiated. As always, we are open about this commercial agreement. This is how the Big Deal stays as a free service with no adverts.


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  Comments: 1

  1. Edward Molyneux


    There is much more information related to the Zen Broadband deals on their website at http://www.zen.co.uk/thebigdeal, so check that out. Or alternatively, contact one of the friendly Zen team on 01706 902696.

    If you want to contact the Big Deal directly you can visit support.thebigdeal.com/open.php and fill in the form and a member of the team will be in touch shortly.

    Many thanks!