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Customer FAQ’s

All You Need to Know About Zzoomm’s Services, Doubles and Power-Ups and More!

You can find out about a number of cool things Zzoomm can do for you on this page. Click the links below to jump to the specific sections.

What Zzoomm service do you need?

Which double do I want?

Having double shouldn’t be trouble so we’ve made it super easy for you to pick what’s best for you. A great place to start is by thinking about how you use the internet and where you use it in your home.

Do you struggle to get a signal in every room?

Double Wi-Fi means you’ll have two Zzoomm Hubs working together to give you double the coverage. There’ll be no more perching on the edge of the sofa just to get a signal. Wi-Fi where you want it when you want it!

Or

Do you work from home or are you fed up with your kids taking all the bandwidth with their gaming? Double Network, gives you another massive 100Mbps service to dedicate to whatever you want – your home office, CCTV systems, the Smart TV or the kids! Heck, you can even give it to the dog if you want to! One service for you, one for them… the choice is yours!

What is Match?

Match is a Power-Up that gives you symmetrical upload and download speeds. If you regularly upload files, send big files via email or use video-chat such as Skype, then you may want to think about adding Match to your subscription for only £10 extra a month.

What is a Static IP?

An IP address is a number that identifies your computer or device when you use the internet. Think of it like your home address. When you go online, the network uses your IP address to know where to send the information.

An IP address is usually dynamic, meaning that it changes to something different every time your device connects, and that’s just fine!

A Static IP is different as it doesn’t change. It can be assigned to a single device, this has some big benefits. For example, if you host your own mail or games servers, a website, or want to run CCTV, then you may need a Static IP.

We’ve got you covered, a Static IP costs only £10 a month!

Orders

When can I place an order?

When our service is ready in your area then you can order straight away. Click here to find out if your home is ready to Zzoomm!

My address isn’t listed?

We use a national database to look up addresses, however, there may be some addresses that can’t be found. So, if our postcode checker can’t find your address, then please let us know right away and one of our Zzoommers will help.

Why can’t I place an order?

You’ll be able to place an order as soon as your property has been confirmed ready to Zzoomm! If for any reason you cannot place an order on a ready to Zzoomm address, please let us know and we’ll fix it for you right away!

Installation

For further information on the installation process, please check the Installation Guide as well.

How will you get it into my property?

We run your Full Fibre connection from a Fibre box, found in the road outside your property, into your home. When you order Zzoomm we’ll talk to you about where you want us to put your Zzoomm Hubs so you get the best possible service.

How easy is it to switch to Zzoomm?

Very easy! Place an order with us and choose your installation date and time. We normally activate your service on the same day that we install your Zzoomm Hubs, but it’s a good idea to keep your current connection for a few days after, just so that you can be sure you’ll stay connected. If you currently subscribe to TV or content from Sky, you can continue to do so. Just switch to one of their TV only bundles.

How much does installation cost?

For most customers installation costs nothing at all! In some special circumstances, we may need to do extra work to install Zzoomm for you but if we do, then we’ll do a survey first and agree on any costs with you before we start work.

Technical Support

I’ve damaged my fibre

Zonk! Don’t worry, these things happen! As you will be without connection, we know that you’ll be keen to get back up and connected, those cat videos aren’t going to watch themselves after all! Wherever possible, we’ll do everything we can to have you Zzoomming again within 24 hours! Let us know straight away and we’ll make an appointment to pop round to fix it for you.

The quickest way to get in contact is to give us a call on 033 33 11 99 33, but you can also send us an email to help@zzoomm.com or chat with us via the button below where one of our Zzoommers will help.

Don’t forget to read the small print stuff: repair charges may apply but we will advise of this once we’ve assessed the work involved.

Customer account and Billing

How long is the customer contract?

Our minimum contract term is one year.

What are the T’s & C’s?

All of our T&C’s are on our website to read. You’ll also have a copy with your order confirmation.

I want to change my package

Scream if you want to go faster!

You can choose to upgrade your service and switch to a higher speed package at any time. We’ll try to activate the switch as close to the date of your request as possible.

I want to change my Power-Up

You’re in control! You can request to add or remove Power-Ups on your service. You can discuss your options with our customer experience team. Additional charges will apply but we’ll confirm your new monthly charges with you before we make any changes. We always try to activate the change as close to the date of your request as possible.

How do I change my contact details?

If you need to change your contact details, for example, your phone number or email address, just let us know and we’ll make sure everything is updated for you.

You can send an email with your requested changes to help@zzoomm.com, or chat with us right now by clicking the chat icon on the bottom right of the screen.

If you’d prefer to talk to us about the changes, please give us a call on 033 33 11 99 33.

How do I change my name?

If you need to update your name because you’ve got married (big congrats!) or because you’ve changed your name via Deed Poll, just let us know and we’ll take care of it!

Drop us an email at help@zzoomm.com, attaching a copy of your marriage or civil partnership certificate, or your Deed Poll documentation. Alternatively, you can chat with us or give us a call on 033 33 11 99 33. (We love getting mail, but please don’t send us any original documents in the post)

How do I add an alternative contact?

It might be a good idea to think about adding an alternative contact to your account. This may be someone else living in your home, or an IT contact that you want to be able to ask for support if they need it.

A named contact on your account will be able to ask us for general help and advice on the service, book repair visits and authorise any associated costs (these charges will be added to your next invoice if applicable).

Don’t worry, an alternative contact can’t make any amendments to your contract, service or bank details.

To add someone to your account, just send the details to help@zzoomm.com.

How do I change account holder?

If you want to change the person responsible for your account, we’d suggest getting in touch with us to discuss the options.

Your service can’t normally be transferred to another person; however, you can always end your contract with us and the new person can place a new order.

Please give us a call on 033 33 11 99 33 or send an email to help@zzoomm.com.

Boring small print stuff: early termination fees may apply if you are ending your contract within the minimum term.

I’m moving to a new house

We understand that moving house can be a stressful time, so we’ve made our home mover process really simple!

If you are moving to an address where our service is live and you want to continue being a Zzoomm customer (I mean, why wouldn’t you?) you can transfer the service and contract term to your new address. Just let us know and we’ll take care of the rest!

If you’re moving house within your minimum term and wish to terminate your service, early termination fees may apply. To cancel your contract, you need to give us at least one calendar months notice, but the sooner we know the better!

To let us know about a house move, please, send us an email to  help@zzoomm.com or give us a call on 033 33 11 99 33. You can also chat with us via the website.

My invoice doesn’t look right

Details of your monthly payments can be found in your Zzoomm account under the ‘My subscription’ menu.

Our invoices are simple – there’s no hidden charges or complicated bundles. If your invoice doesn’t look quite right, or you aren’t sure what you are being charged for, please let us know right away and one of our Zzoommers will investigate it for you.

I want to cancel my service

If you’re thinking about cancelling your service, give us a call on 033 33 11 99 33. We’d love to know why you were considering leaving us and see if there is anything we can do change your mind! You can get in touch with our customer team 24 hours a day on 033 33 11 99 33.

All cancellation requests need to be made in writing so if, after speaking to one of our team you still want to cancel, please send an email to help@zzoomm.com.

If you’re moving house, please have a look our home movers FAQ.

Boring small print stuff: early termination fees may apply if you are ending your contract within the minimum term.

Zzoomm Gives Back

I’m already a customer – do I need to do anything to take up the offer!

We’re giving everyone the free upgrade automatically, so there is no need for you to do anything. Just sit back and enjoy!

Why are you doing this?

Life’s tough at the moment, and we want to help you all out. There’s enough going on without having to worry about the quality of your broadband – whether you can download a game, show the kids an online lesson or make that important video call – that’s why we’re Giving Back for April, May and June.

What is this?

No matter what service you’re on from Zzoomm, we’ll upgrade you automatically & remotely to our WHOOSH! service with service 900Mbps download speed and our MATCH-ing upload speed. So, if you’re on our POP 100Mbps service, you’ll be upgraded for free for the months of April, May & June to WHOOSH! 900Mbps to give you the bandwidth you need.

If you’re on Double Wi-Fi, your service will now feature an average down and load speed of 900Mbps. If you’re on Double Network then your main service will be upgraded to 900Mbps up & down, with your second network staying as it is.

What does WHOOSH 900Mbps actually mean for me?

Unbelievable speed, all your devices online and brilliantly fast. An hour of Celebrity Bake Off downloaded in 9 seconds, a HUGE Xbox upgrade ready to play in less than 20 minutes, a box set downloaded in less than 30 seconds, HD, ultra HD, 8K, all available to you at eyewatering speeds.

Who can take up this offer?

Whether you’ve been a customer for a while, just joined our network or have an installation booked, our April, May and June’s upgrade to WHOOSH! 900 and MATCHED upload speed is on us! It’s for everyone!

I’ve already paid my bill, does anything change?

The bills that you receive in April, May and June will be your normal rate. No charge for the upgrade, it is absolutely free!

Can I change the months I get the upgrade?

Sorry, no change to the months. Enjoy April, May and June at a WHOOSHING! 900Mbps upload and download speed on us.

I’ve just referred 3 friends so I’m already getting April, May and June for free. What happens to this?

Congratulations on using Double Bubble and sharing your Zzoomm with others! You’ll still get the Double Bubble months earned. We’ll honour any referrals until the end of your contract, which is 12 months.

I’m already on WHOOSH! 900Mbps and/or MATCH-ing speeds, do I get a refund?

We’re offering this free upgrade to every one of our customers, old and new, because of the challenging times we are all in. We don’t want anyone to be worrying about broadband at this time. As you’re already on WHOOSH!, check your emails for more details.

I’m a new customer, what happens next?

It’s business as usual as far as possible. You’ll be installed and then you’ll get your upgrade for free for April, May and June.

What happens at the end of June?

After a blistering three months at WHOOSHING! upload and download speeds, you’ll have the option permanently upgrade and change your contract or be switched back automatically to the service you originally bought.

How do I check my speeds? 

We’ve upgraded everyone automatically so you can be sure your service is WHOOSHING! along! If you’d like to check out your new speeds you can do this by running a speed test at https://www.speedtest.net/. You’ll need to do this via an ethernet connection directly into your Zzoomm Hub and device – just use the CAT6 ethernet cable that we left with you at install. Don’t forget to select Zzoomm from the choice of servers.

Why isn’t my speed test reporting 900Mbps?

There could be a number of reasons you’re not seeing bang on 900Mbps. A speed test is run at a point in time, whereas our advertised speeds are within a tolerance (that’s legislated by Ofcom) which is why sometimes you will see higher than 900Mbps too. Another reason might be how you are testing, for example not connecting via a CAT6 ethernet cable, or using a device via Wi-Fi or a device not capable of using our high speed. These could reduce the speed you see. You should also make sure you use the Zzoomm server at speedtest.net and make sure your device isn’t doing any heavy processing in the background. If you are in any doubt as to what’s going on, give us a call or drop us an email on help@zzoomm.com and we’re happy to help you.

Double Bubble Promotion

How long is this referral offer available?

Hurry, this amazing offer is limited. All referrals must be installed by the end of June to get a free month of Zzoomm!

When can I start referring neighbours?

You haven’t referred someone already? You can start referring right now! Please do so using social distancing guidelines.

Is there a limit to how many neighbours I can refer?

You can get as many free months as you have months left on your contract with Zzoomm. 11 months left? You can get all of them for free when you refer 11 people to Zzoomm and they’re installed by the end of June.

When do I get my free month?

As soon as your neighbour has their Zzoomm Full Fibre broadband installed, we’ll give you your next month of Broadband free of charge.

How does this affect Zzoomm Gives back Upgrade offer?

It doesn’t. If you refer a neighbour who is installed by June, you will receive your upgraded service for the month free. If you refer a customer with Double Bubble between now and the end of June, that’s 900Mbps broadband data up & down for free!

 

General Full Fibre Questions

My broadband is fine for now so why are you installing Full Fibre?

Most broadband networks use a mix of fibre and copper. The longer the copper cable to your home or business, the slower and less reliable your internet connection will be. Our network uses fibre all the way to your home so you get the internet at the speed of light, no matter how many people are using it. Our network is designed to be future proof, with enough capacity to cater to anything the future throws at us.

Is fibre safe?

It’s perfectly safe and doesn’t interfere with the environment. Fibre cables transfer information using light. There’s no radiation and no emissions.

The Technology we are building

We would like to clarify that we are not involved in the development of the 5G network. As we build the Full Fibre Broadband network for Henley-on-Thames, we have received a number of questions regarding 5G and its development in the UK. Our technology is focussed solely on building a Full Fibre optic cable network for reliable and fast broadband. 5G is mobile device technology focused on providing the next generation of national mobile network connectivity.

Fibre capacity & contention ratio

Our network has been designed for the future with an enormous capacity that’s unmatched in across most of the UK. That’s great news for our customers as Zzoomm’s Full Fibre cables have a contention ratio of 20-1 – much lower than any ISP in Henley-on-Thames. We’re the Full Fibre network that gives you more!

How can I contact your customer team?

If you haven’t been able to find the answer to your question on our website, or in our FAQ’s, then you can chat with us via our live chat at the bottom right of the page. Once we’ve taken your details, you’ll be talking to a real person within seconds!

You can also send an email to help@zzoomm.com. If you’re a customer, don’t forget to include your address so that we can identify your account as quickly as possible! We aim to reply to all emails within 4 hours, but we’re usually much quicker than that!

If you’d prefer to talk to someone, you can give us a good old-fashioned call on 033 33 11 99 33.

Real people… real support. 24 hours a day, 365 days a year!

How do I raise a complaint?

We’re really sorry to hear that you’re not happy. Please let us know what’s wrong as we’d love to fix it! You can give us a call on 033 33 11 99 33 to discuss your concerns, or send an email to help@zzoomm.com. Our full complaint code can be viewed here should you need to refer to it.

 

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