Zen Broadband price increase

GDB2222

We have two phone lines with Zen. One with broadband and one without. They have just written to me saying they are increasing the price on one of the lines by around 60%. 

However, they have a no increase guarantee, so how can they do this?

https://www.zen.co.uk/resources/docs/default-source/document-library/standard-terms-and-conditions/lifetime-price-guarantee-terms-and-conditions.pdf

Cisco001

GDB2222 said:

We have two phone lines with Zen. One with broadband and one without. They have just written to me saying they are increasing the price on one of the lines by around 60%. 

However, they have a no increase guarantee, so how can they do this?

https://www.zen.co.uk/resources/docs/default-source/document-library/standard-terms-and-conditions/lifetime-price-guarantee-terms-and-conditions.pdf

Are you still within min term?

AstonSmith

When did you sign up for each line? I believe Zen stopped doing the price guarantee for new contracts some time ago, but any existing contracts that have the guarantee in their terms are still held to it.

GDB2222

Thanks for your interest. I took the contract out over 10 years ago. 

John_Gray

Have you pointed out your concerns to Zen?

Cisco001

GDB2222 said:

Thanks for your interest. I took the contract out over 10 years ago. 

I don't expect any company do not put up price in 10 years...
So how is your new price comparing to other provider in the market?

GDB2222

New price is £21 pm for a telephone line, without any calls or broadband. 

GDB2222

Cisco001 said:

GDB2222 said:

Thanks for your interest. I took the contract out over 10 years ago. 

I don't expect any company do not put up price in 10 years...
So how is your new price comparing to other provider in the market?

I don’t either, except where they have given a guarantee that they will not raise prices. As Zen have done. 

Where they have chosen to give that guarantee, I think they ought to be bound by that. Are you saying they should not be?

RumRat

What did they say when you called them with your query?

GDB2222

RumRat said:

What did they say when you called them with your query?

This needs to be addressed by the retention department. However, presumably because they have loads of dissatisfied customers, the retention department is too busy to respond. I’m waiting for an email.

Andy_L

GDB2222 said:

We have two phone lines with Zen. One with broadband and one without. They have just written to me saying they are increasing the price on one of the lines by around 60%. 

However, they have a no increase guarantee, so how can they do this?

https://www.zen.co.uk/resources/docs/default-source/document-library/standard-terms-and-conditions/lifetime-price-guarantee-terms-and-conditions.pdf

"The Price Guarantee applies to broadband and line rental bundles which specifically include the Lifetime

Price Guarantee. Provided you signed up for your broadband service before 31 May 2022 the Lifetime

Price Guarantee will apply. It does not apply to any other services you may take from us (such as

EveryRoom, call bundles or features) or any out of plan charges (such as calling rates)."

suggests that it wouldn't apply to the phone line only contract