This page is intended as guidance for sales operatives at non-Zzoomm service providers, to provide detail helpful for understanding the options presented to a customer leaving Zzoomm.
If you’re not a salesperson, this page isn’t likely to be helpful for you!
For customers, please be aware details on this page do not override any contract obligations or information you are sent by us directly; the contents of this page are informative only.
Supporting information for switches
We hold accurate, Ordnance Survey AddressBase-backed address information for properties in our coverage area, meaning UPRN based matches are supported and recommended in line with the industry process.
For non-AddressBase service properties – for example, where customers are trying to switch a line delivered to an outbuilding – the service address is listed on the customer’s order confirmation email, and in line with industry process, a match may be achieved through a matching combination of surname, postcode, and account number.
All Zzoomm communications including the order confirmation include an account number, which is of the form “12345-67890”. The number of digits is not fixed. Previously, a “NA-” prefix appeared on these numbers in some locations. This prefix should not be included when searching for a match.
Customers can find their order confirmation by looking for “Order Confirmation” from “Zzoomm <noreply@mail.zzoomm.com>”.
About Zzoomm’s network
Zzoomm is a full-fibre alternative network operator. We operate across the UK in market towns and similar areas.
Our network is our own, with no BT fibre or copper in use, meaning that transfers off our network will involve ceasing a Zzoomm fibre service and starting a new BT line, copper or fibre. This may have a non-trivial lead time if BT fibre is desired but not yet installed.
We do not provide a wholesale offering and so no other CPs/operators provide services over our fibre network.
Our services
Zzoomm provides only internet (broadband) services, not voice.
While customers might have a voice over IP (VoIP) service using their Zzoomm service, we don’t provide VoIP services or support for this.
Leaving Zzoomm
We will send implication information about leaving Zzoomm by email, per the industry process. Customers can update their email address in the customer portal if they’ve not received this due to their email being incorrectly set. We do not currently operate a postal fall-back scheme as we require all customers to provide an accurate email address.
Zzoomm fibre is terminated in a wall box (ONT) inside the home. When customers move away from us we do ask that this is left on the wall for future customers, along with the power supply, though the wall box can be turned off. Customers have to return their router and any WiFi extenders; we will send a return package for this purpose.
Contacting Zzoomm about a switch
If you need support in switching a customer away, please contact help@zzoomm.com with the subject line “One Touch Switch Support”, or call us on 0333 311 9933.
If you require technical support with One Touch Switching or your systems are encountering problems talking to our systems via the TOTSCo Hub, please email ots-cp-support at zzoomm dot atlassian.net.
