Zen Internet Support Forum

I have decided to downgrade back to the Active 8000 package but I'm unable to do so in the customer portal as I hit a stumbling block when it asks me to name the ISP that I'm migrating from and Zen isn't listed and I'm not migrating to Zen anyway as I'm already with Zen!

How does the regrade system work?

 

Ignore this as I've just realised you can do this using the Windows version of the Broadband Account Usage Checker

It doesnt sound like you were accessing the right part of the customer portal.

I suspect you were on the "ordering" section. This lets you order new services, but not alter existing services.

To place a regrade you need to go to the "My services" section of the portal, and then find your broadband service. You should see a yellow "regrade" button next to it, which starts the regrade wizard. 

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Kindest regards,

James Sweet
http://www.zen.co.uk

James Sweet:

It doesnt sound like you were accessing the right part of the customer portal.

I suspect you were on the "ordering" section. This lets you order new services, but not alter existing services.

To place a regrade you need to go to the "My services" section of the portal, and then find your broadband service. You should see a yellow "regrade" button next to it, which starts the regrade wizard.

Yes your right, I'll remember this in future.

 Cheers.