UPDATE Customers of UK ISP Zen Internet Braced for Price Rises

Customers of medium sized ISP Zen Internet have started to receive letters (emails) that warn of an impending price rise, which is due to hit on 1st December 2014.

According to the letter, which was spotted by members of the Thinkbroadband Forum, the ISP says, “We’re writing to let you know that some of our prices will be changing from 1st December 2014, in line with the rest of the industry.” Unfortunately the topic doesn’t offer any further details, although a bit of digging on Zen’s website reveals how the line rental that comes bundled with Zen’s fibre broadband (FTTC) products will be going up in price from £15.98 to £16.99 per month.

The reference to being “in line with the rest of the industry” is a remark that reflects how the largest providers often increase their phone line rental, and sometimes broadband packages too, by around +£1 extra per month at this time of the year (call charges can also be increased, albeit to varying different degrees).

Never the less the development is unusual for Zen Internet, which like a lot of other smaller providers has over the past few years actually had a tendency to reduce their prices and raise their broadband allowances. For example, Zen’s standalone Home Talk (Line Rental) service has been stuck at £11.22 inc. VAT per month for a long time, although confusingly for consumers this magically jumps to £15.98 when you take out an FTTC bundle.

On top of that Zen already have a reputation for being a fair bit more expensive than the big boys, yet this is often mitigated by their perceived advantage through delivery of a normally superior service quality and support. We can’t help but wonder whether adopting the culture of the big boys might ultimately do more harm than good to Zen’s otherwise positive perception.

ISPreview.co.uk shot off a request for further information earlier this morning, although so far Zen has not furnished us with a response.

UPDATE 6th November 2014

Zen has finally responded to confirm the other price changes, which will see their Home Talk rental increase from £11.22 to £12.30 per month. On top of that the Zen Home Talk Plus service will increase from £17.35 to £18.30 and Zen Line Rental Plus will go from £22.60 to £23.50.