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Customer FAQs

Customer service

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 FAQs, 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.

If you’d prefer to talk to someone, you can give our friendly and helpful team a call on 0333 311 9933.

Are you a Vulnerable customer?
We have created a dedicated area to support customers who identify as vulnerable.
Please take a look at the information available, including 999 BSL services.

 
 

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 0333 311 9933 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.

 
 

Zzoomm Services 

What is a Static IP?

A static Internet Protocol (IP) address (static IP address or Fixed IP address) is a permanent number assigned to a computer by an Internet service provider.

Static IP addresses are great for running a server or CCTV cameras. There are also benefits from using a static IP with a VPN (Virtual Private Network).
 
 

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! If your home isn’t quite ready yet, you can register for updates on the same page.

What if 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 our customer expert team know on help@zzoomm.com 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 it’s ready for Zzoomm. If for any reason you cannot place an order on an address that is ready, 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.

How will you get it into my property?

We run your Full Fibre connection from a Fibre box, which is located on 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 Hub 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 Hub, 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.

Where can I find the technical information for your Zzoomm hubs?

Please find the technical specifications regarding the Zzoomm routers we install from the manufacturers.

Icotera i4882 Wi-Fi 6 User Manual            Icotera i4850 User Manual             SR400ac User Manual

 
 

Technical support

I’ve damaged my Full Fibre

Oh dear, 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. 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 0333 311 9933, 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: repair charges may apply but we will advise of this once we’ve assessed the work involved.

 
 

Zzoomm Broadband Service Speeds

The speeds quoted are achievable with a wired connection to your Zzoomm router. To get the most out of your Zzoomm Full Fibre Broadband, we recommend where possible you connect your devices to the Zzoomm Hub by Ethernet cable.

Broadband vs Wi-Fi

Find out what Wi-Fi is, how you can get the most from your Full Fibre Broadband connection and all about the best setup for Wi-Fi in your home with our Wi-Fi & Home Networking Guide by Zzoomm. You can also check out our guide to Speedtesting 2021

 
 

Customer account and billing

How long is my contract?

Our minimum contract term is 24 months.

Where are your T&Cs?

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

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 0333 311 9933.

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 0333 311 9933 or send an email to help@zzoomm.com.

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 0333 311 9933 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.

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 0333 311 9933. 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 0333 311 9933.

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.

 
 

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 Full 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 of the Network we are building

We would like to clarify that we are not involved in the development of the 5G network. We have received a number of questions regarding 5G and its development in the UK. Our technology is focused 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 internet service provider in your town.

Internet Service Provider Email Accounts

Many broadband services come with a free email address when you sign up. This service addition can create a dilemma when it comes to switching ISPs (Internet Service Providers). Our email accounts are used not just for communication, but commonly to store important information with the companies we have a relationship with.

That means changing an ISP provided email address can sometimes be considered a barrier to switching to a faster, better ISP such as Zzoomm.

The good news is that it needn’t be! You don’t have to lose your email account or your data. Most broadband companies will allow you to switch and keep your email address, although some may charge you a fee for doing so and some may restrict access to it via a web client.

This section takes a look at the various ISP variations and what you need to know about the email addresses provided if you’re planning to switch ISP’s.

At the core of the matter is the question, can you keep your provider-linked email address? The short answer is yes, sometimes — but the real question is, should you?

Keeping your email address when you switch broadband providers

Not all providers will allow you to keep your email address once you switch. For example, the Post Office and Virgin Media will delete your email account once you’ve left.

However, a number of other providers allow you to retain access to your email address for a monthly fee. These fees aren’t fixed by external governing bodies so can be very expensive.

Specific Supplier Examples

Can I keep my email address if I leave BT for Zzoomm?

You can still access your BT email address for 60 days after you switch to a different broadband provider. After that, you’ll have to subscribe to BTs Premium Mail service to retain access. As the name suggests, you’ll need to pay a monthly fee, currently £5 each month for the account. Switching is relatively simple and BT will automatically move your accounts across for you.

I’m switching from Plusnet to Zzoomm, will I lose my Plusnet email account?

If you switch from Plusnet to another provider, you can take your email account with you. Like BT and others, the company will charge a monthly fee and will migrate the account and all emails for you.

Can I ditch Sky to get Zzoomming and keep my email address?

Sky has switched to Sky Yahoo! Mail, which the company claims means you have an “email for life”. It is essentially the free Yahoo! Mail but with Sky branding. That means if you switch from Sky, you’ll be able to keep your email address, and with it all the messages and data you’ve stored in your account. Sky does reserve the right to delete an account if you haven’t used it for 180 days. If Sky closes a “dormant” account, you’ll lose any associated data and content.

I want to switch to Zzoomm from TalkTalk, can I keep my TalkTalk email account?

All TalkTalk broadband customers have TalkTalk Mail included in their package. Should you leave TalkTalk, you can subscribe to TalkTalk Mail Plus and keep your email address, currently for £5 per month or £50 per year. Otherwise, you’ll see your functionality reduce 30 days after you leave, and after 5 months TalkTalk will delete it.

Can I switch from Virgin Broadband to Zzoomm and keep my email account?

Once you give notice to Virgin Media, you’ll have 90 days before your email address is cancelled. After that, Virgin Media will clear out your emails, delete all data associated with your account and shut it down.

You may be with an ISP that we haven’t listed here so the best thing for you to do is contact them directly and ask if you can keep your email address when you switch to Zzoomm.

What’s an alternative: Why not get a free email account that is not tied to a provider?

You don’t need to be tied to any broadband provider with your email account. You can make the switch to a free webmail account. While it might be a hassle in the short term, it will give you the freedom to switch pain-free for years to come.

There are a number of options available including Apple iCloud, Google’s Gmail, Microsoft Outlook (formerly Hotmail) and Yahoo! Mail. The choice you make may depend on the types of devices you have (if you’re using an iPhone versus an Android-Google phone, for example).

It’s also worth bearing in mind that the storage capacity for each may vary, although some will allow you to pay a monthly subscription to increase storage.

Moving your email to Gmail

Visit gmail.com and follow the on-screen instructions. Once you have set up your Gmail account click on the settings menu, (the cog icon in the top right corner).

Click ‘Accounts and Import’ and then Import mail and contacts’.

You’ll need to enter your email address here and follow the on-screen instructions.

Don’t Lose An Address

Once your new email is set up, it’s a good idea to export your contacts from your old account, if you set up a Gmail account you can follow the instructions above. It’s also a good idea to send out an email to your main contacts to let them know you’ll be using a new address from now on.

Forward Your History

It is worth considering setting up a forwarding system in your old account while you are in transition so that new email is automatically forwarded to your new email address, which may seem a bit tricky but is usually found in your inbox settings. This means for new mail you only need to manage one mailbox.

For example, with BT Connect, you would navigate to ‘Manage Services -> Email Summary -> highlight your email address in the box -> click Email Forwarding.

Enter your new Gmail address and click ‘Save’.

Make a Clean Break

In order to keep your information secure, it is good practice to delete all your old emails. Then create a new password to ensure that the old account stays secure until it’s finally closed down. It’s best to set up your new email account with your new provider using a new password too.

Set up an auto-responder

If your e-mail service supports this, you might also want to set up an auto-responder for your old email address that lets anyone who contacts you know that their email has been forwarded to a new address.

Update accounts linked to your email address

Depending on how long you’ve had your email address, you may have a lot of additional services linked to this address. Be sure to update as many of your login details as possible while you still have access to your old provider-linked address as you may need to reconfirm the new details and in situations where you forget your login, the reminder email will be sent to an old address if not updated.

Here’s an example checklist of the most common things we would need to update ourselves for instance: