To help you find help quickly we have listed the answers to the most commonly asked Technical, Billing and Account related queries below.
If after reading these FAQs you cannot find what you are looking for, please call us on 0330 135 9663 or email us on [email protected] where one of our team will be glad to help you.
When you signup to any of our services either online or over the phone, you will receive an email within 24 hours confirming your order. You will then receive an email update at every stage to your order.
Broadband connection issues can be frustrating and sometimes be difficult to find the cause. However there are a few simple steps you can follow to cure most faults. We ask that you follow the step by step guide below before reporting a fault.
Your Broadband Speed is dependent on a number of things. For example the Broadband Speed you receive is determined by the distance from your property to your Telephone Exchange for ADSL connections and the distance to your Fibre Cabinet for FTTC connections. However there are other reasons that could affect your Broadband Speed that you can control as listed below:
If you have tried all the above, please contact our Support Department on 0330 135 9663 where one of your team will be pleased to run through further checks with you.
Here are a few tips to improve your Broadband Speed:
If you believe you have a fault with your Broadband service, please contact our Support Department on 0330 135 9663.
Please click on the type of router you have been provided by Zone Broadband. Although Zone Broadband allows its customers to use their own compatible router, we cannot offer Technical Support on these routers
Below are a selection of tips and tricks on how to improve your Wi-Fi Connection strength and speed.
2.4GHz and 5GHz are simply different frequencies that Wi-Fi can transmit on. Each frequency has its advantages and disadvantages. The primary differences between the 2.4 GHz and 5GHz wireless frequencies are range and bandwidth. 5GHz provides faster data rates over a shorter distance, whereas 2.4GHz offers coverage over greater distances, but may perform at slower speeds. This article describes the differences between 2.4 GHz and 5GHz frequencies, and offers suggestions for choosing the frequency that is best for your situation.
Your SSID (Wireless Name) is listed on the back of your routers. A Zone Broadband Wireless Name starts with ZONEBROADBAND- followed by 4 letters and/or numbers. If you cannot see your Wireless Name on any of your Wireless devices, please make sure the Wi-Fi icon is lit up on the front if your router. If this is not the case, please contact our Support Department on 0330 135 9663 .
When you order a product or service from Zone Broadband, we will take a payment for any Activation/Installation fee plus the first month service charge. Your first bill will be generated one calendar month after your Broadband and/or Telephone Line are activated/transferred to the Zone Broadband network. Please note: you will always pay a month service charge in advance.
When you order a Product or Service from Zone Broadband, within 24 hours, you will receive an email from our Direct Debit partner GoCardless Ltd. This email will invite you to setup a Direct Debit with Zone Broadband. Until we receive notification that your Direct Debit Instruction has been setup, your Order will not be processed. Direct Debit payments are usually collected 7 days after your Bill Due Date except where your collection Date is on a weekend or a Bank Holiday when the Direct Debit payment will be collected on the next working day after that. If you have any questions regarding the Direct Debit process, please call our Customer Service Team on 0330 135 9663 .
If you are moving Home or Office and would like to take your Zone Broadband services with you, please contact our Customer Service Team on 0330 135 9663 . Please give us at least a 15 day notice period to transfer your services however the longer the notice you give us the more likely we will be able to activate/install your service on the day you move into your new Home or Office. Please note that Specific Terms and Conditions for each of our products apply to Home/Office Moves.
We are sorry to hear you are thinking of cancelling your account with us. Please call us on 0330 135 9663 to discuss closing your account.
All Zone Broadband products and services come with a 12 month minimum contract period unless otherwise stated when you placed your order.
You no longer need a MAC code to change your Broadband provider. Simply give our Sales team a call on 0330 135 9663 to start your order journey today.