Quick FAQ on Zen 8000 Lite, Active and Pro and Office 8000
When is usage counted from?
Your bandwidth usage is counted from midnight on the first day of the month to 11.59pm GMT on the last day of the month.
Are uploads included in the usage allowance?
No, uploads are NOT counted so remain unlimited.
How do I know how much bandwidth I have used?
You will receive e-mail notifications at 50%, 75% and 90% usage. A usage monitor is also available through the Customer Portal (http://portal.zen.co.uk/) where customers can get their latest usage figures.
What happens when I reach the cap?
When you reach the cap you will not be able to continue downloads, and your Web browser will be re-directed to a page where you can set your additional bandwidth allowance level. Additional bandwidth is charged at £1.49 per 1GB.
Can I change between Lite, Active and Pro?
Yes, you can upgrade your product at any time. There is no charge for changing product, so all that will change is your monthly fee and the capping level. Downgrades to cheaper products will only occur on the billing date.
What happens once I'm upgraded?
There is an initial period of 10 days when measures are taken to stabilise the line at the maximum speed, and set a fault threshold. This begins with a three day period where the line should be stabilised. A stable data rate (throughput) should be established, followed by a fault threshold (maximum stable rate). For more detailed information please see the Zen 8000 Services Glossary here: http://www.zensupport.co.uk/knowledgebase/article.aspx?id=10537
I’m currently on Home 250, 500, 1000 or 2000 – will my service be capped?
No. The Home 250 and Home 500 products remain as they are. Home 1000 and 2000 both have a usage allowance of 100GB.
I am on the DSL Max trial with a Home 250, 500, 1000 or 2000 – will my service be capped?
No. he Home 250 and Home 500 products remain as they are. Home 1000 and 2000 both have a usage allowance of 100GB.
If I move to Zen Lite, Active or Pro can I move back to Home 500, 1000 or 2000?
No. These products will not be available for new orders or regrades after March 1.
If I move house can I move my Home 250, 500, 1000 or 2000 with me?
Yes.
Are the Office products going to stay unchanged?
Yes, we are not making any changes to the Office product set at this time, and these services remain unlimited. We have also launched an Office 8000 Max service, which is also unlimited.
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Phil Long
Technical Support Manager - Zen Internet Ltd.