Moving from BT to Zen Internet

FlatFour

Hey all,

My BT contract ends soon.  They've been fine, but expensive.  Prices have gone up a lot and certain deals withdrawn, replaced by significantly more expensive ones offering "more"... but not really more in real terms.  There have been other issues, but no need to get into that here.

Anyway, I've been eyeing Zen Internet for a while.  Their basic pricing is a lot better already, and when adding in a phone line (VOIP, already have it with BT, forced the switch was ages ago here) even better.  We're in a Mobile dead-spot here, so land-line is essential.

I'm hoping others could share their experience of switching between the two.  From what I can see, switching the Broadband part (it'll be Full Fibre to Full Fibre) is easy enough and can be done online.  However, there have been reports of problems transferring a number over, with people reportedly needing to make separate calls to Zen/BT to get it moved... not really a seamless switch process.

What are people's experiences with this process?  I'm a little anxious about the process, having had things not go quite as smoothly as they should in the past.  I really cannot afford to be without Internet or Phone line (VOIP) for any length of time.  There's no "mobile internet" alternative, due to being in a signal black spot.

Just need a confidence boost that once I start the process I'll not have to jump through a different set of hoops to ensure the landline is transferred, keeping our number.

Cheers.

flaneurs_lobster

Zen seem to offer their VOIP service as a "stand-alone" product, could you shift the phone service before making a final decision on the broadband service? 

Don't know if the pricing would be less attractive (or any different) if you were to change the two products separately.

FlatFour

Thanks for the reply, I appreciate it.

I really don't want to do things piecemeal, I want a single, clean switch of both Internet and Voice ideally.  As both are fully digital, I'd hope it'd be far easier than prior changes.  Technically, there's really JUST a data service.  I've been using VOIP for years, just not for a land-line until a couple of years ago when we were forced to switch.

I'm just seeking a little reassurance that I can readily specify a full service transfer online.  I don't want to start the process and get stuck in a part state.   It's here someone sharing their, ideally recent, experience is so valuable.  I suspect lots of people are on VOIP landline services now.  Being in a rural area with minimal mobile coverage at the very best, a land line is important.

giraffe69

I've recently switched from BT to Zen. The installation was on time and without any problem. Since switching the line has been solid with no interruptions and slightly more than the promised speed. It is significantly less that I was paying BT and for a much improved speed (so Fast Fibre on Openreach around here!).
We are in a mobile dead spot but still gave up our landline last year as wifi calling works fine so have not taken a phone line.

FlatFour

Thanks for the reply.  While we have mobiles, we're very low use.  As such, we have "pay as you go" type plans.  Costs me well under £5 a month on average for each, using the Mobiles as we need to - just the odd call / text here and there really.  Unfortunately, Wifi Calling will not be enabled unless you have a regular contract.  Found that out after being told what a good solution it'd be.  So, we kept the land line.

There's also the "we've had this number forever" factor of course.  Might move to a mobile only (over wifi) one day, but that day is not today.

Btw: during your switch process, do you recall being asked about moving a land-line with you?  I'm just wondering at what point in the process you can specify that you need the number moved, which call package you want etc.

giraffe69

By the time we switched we had given up the landline for a while so it never came into the conversation.

littleboo

FlatFour said:

Thanks for the reply.  While we have mobiles, we're very low use.  As such, we have "pay as you go" type plans.  Costs me well under £5 a month on average for each, using the Mobiles as we need to - just the odd call / text here and there really.  Unfortunately, Wifi Calling will not be enabled unless you have a regular contract.  Found that out after being told what a good solution it'd be.  So, we kept the land line.

There's also the "we've had this number forever" factor of course.  Might move to a mobile only (over wifi) one day, but that day is not today.

Btw: during your switch process, do you recall being asked about moving a land-line with you?  I'm just wondering at what point in the process you can specify that you need the number moved, which call package you want etc.

Just for info, you can get unlimited minutes on a monthly rolling contract for £4.90/month (£1.30 for the first 6 months) which will give you WiFi calling.
https://www.moneysavingexpert.com/cheap-mobile-finder/sim-only/

molerat

FlatFour said:

There's also the "we've had this number forever" factor of course.  Might move to a mobile only (over wifi) one day, but that day is not today.

We binned the landline last year, had the number since 1990, not missed it at all.  Only had one contact problem, they were on the tell them at next visit list, but as it was within NHS they contacted the surgery who did have the new number otherwise they would have sent a letter. Not missed the have you had an accident calls.

FlatFour

littleboo said:

Just for info, you can get unlimited minutes on a monthly rolling contract for £4.90/month (£1.30 for the first 6 months) which will give you WiFi calling.
https://www.moneysavingexpert.com/cheap-mobile-finder/sim-only/

That's pretty darn good, I will check that out.

molerat said:

We binned the landline last year, had the number since 1990, not missed it at all.  Only had one contact problem, they were on the tell them at next visit list, but as it was within NHS they contacted the surgery who did have the new number otherwise they would have sent a letter. Not missed the have you had an accident calls.

I would likely have dropped the landline a while ago myself, however, others who live here want to keep it.  To a degree the landline is more about people contacting us, we've had the same number for so long.  Family, friends, companies etc.  Heh, I've always had the same mobile number... never changed it.

I think what I need to do is just start the process to switch online.  If they've not asked about the landline before they ask for payment, I'll know something's up and I'll need to perhaps call them.  I'd ideally like to get it all done online though.

AstonSmith

FlatFour said:

Btw: during your switch process, do you recall being asked about moving a land-line with you?  I'm just wondering at what point in the process you can specify that you need the number moved, which call package you want etc.

Hey so I've been with Zen for DSL for 15 years, but had the landline and calls with BT for even longer. The reasons for the separation are complex but a couple weeks ago I asked Zen to port the BT number and line over to make a complete package.

So the answer to the question in the quote is "about half way through the phone call", before they ask for money. They asked me for the number I wanted to port to VOIP and then asked about what calls I expected to make etc. Peculiarly BT/EE "texted" the landline with a message saying the number was being moved to Zen, while I was talking to Zen on the mobile.

The move date is next week if you want me to report back with my experience?

littleboo

You could consider porting your number to A&A. That will be a one of charges of £12 for the port then ~£1.50/month to keep the number. Which is a cheap solution for incoming only although a little more complex to achieve

You would need a way of receiving the calls - a suitable phone, an ATA or a client on your mobile