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ISP Zen Internet UK Puts Lifetime Price Guarantee Under Review

Friday, April 15th, 2022 (1:36 am) - Score 6,552

Rochdale-based broadband ISP Zen Internet seems to have quietly removed any mention of the headline grabbing ‘Lifetime Price Guarantee‘ pledge (i.e. no price rises for as long as a contracted customer stays with them) from their product pages, which appears to have occurred at some point during March 2022.

The feature – also known as the ‘Price for Life‘ – was added a few years ago to their “fibre” (FTTC and FTTP) packages and helped to differentiate Zen’s service from the biggest players, which had long since cultivated the unwelcome trend of annual price hikes. By comparison, Zen’s packages have tended to maintain a more stable level of pricing, and they run fewer discounts, which perhaps made it easier for them to offer the guarantee.

At the time of writing, the latest T&C’s for Zen’s Lifetime Price Guarantee make no mention of the feature coming to an end, but one of our readers (credits to Steve) noticed that it had recently vanished from their website (broadband product pages) and our checking revealed that this occurred sometime last month (it was still present on 1st March 2022).

We suspect that, given the current climate of surging inflation (CPI just hit 7%!) and the rising costs in other areas (e.g. energy and key products), then it may have simply become too difficult for Zen to maintain such a commitment. The provider has now revealed that the policy is under review, albeit with some good news for existing customers.

A Spokesperson for Zen Internet said:

“We are reviewing our price for life offer for new customer contracts. We will retain price for life for all existing customers, whether in or out of contract, for as long as they stay on the same product. Should we make these changes we will inform our existing and future customers, and we will also let you know directly.”

The mention of “reviewing” the policy for new customers doesn’t clarify whether those signing up today will still be able to benefit, or if it’s been suspended (not offered). But Zen did later clarify to us that the guarantee “still exists and any new customer signing up with Zen, signs up on that offer,” at least they do for now.

Leave a Comment
25 Responses
  1. Chri says:

    I have been with Zen since moving to Chester in 2003. Their customer service is flawless and the price has not changed for my contract since upgrading to FTTC back in 2016.

    1. John says:

      No, it won’t. Don’t just read the headline.

      “We will retain price for life for all existing customers, whether in or out of contract, for as long as they stay on the same product.”

      Any changes to the policy would only affect future customers, or existing customers who change product.

  2. Sep says:

    Bye Bye Zen then…

    1. AT says:

      Seriously, why?

    2. Sep says:

      @AT as I will be changing product soon then open to increases.

    3. JP blows says:

      What exactly are you laughing at JP?
      The fact Zen customers will have to pay more?

      Simpson’s Nelson has nothing on you huh? Petty jealousy sure does stink up a place

  3. Aidan Macgregor says:

    Shame, one of the few ideas that seems to actually be very useful to consumers, constantly having to shop around when contract ends to keep a good price and not be massively overcharged is a pain, sometimes if somthing just works and reasonable price that’s not going up every year sounds like a win win

    1. AT says:

      To Anon….

      Arr, the days when a price seen was a price paid, and the ISP didn’t rinse you for all they were worth, or add a 10% on.

      I feel like going to Asda and haggling over some crisps now.

  4. John H says:

    /sarc off


  5. CarlT says:

    Understandable given how their costs are rising.

    1. NE555 says:

      In the next few years most people are going to be forced from FTTC to FTTP. At that point their existing “price guarantee” will technically no longer hold, since the customer is changing from a retired service to a new one – whether they want to or not.

      I suspect what Zen are really doing here is preparing the market for this. If someone signs up for FTTC with a lifetime price guarantee, and 12 months later they’re forced onto FTTP at a higher price, they’re not going to be very happy.

      However if they’ve had 3 or 4 years benefit from the price guarantee, they may feel like they’ve had at least some benefit.

  6. Vince says:

    Ah I see someone at Zen has been to a “business fundamentals” course. The first fundamental being that your costs will go up over time, inflation won’t stop, and if you aren’t adjusting your sales prices, you’re slowly making less and less money every year … and sooner or later that’ll become more than a small issue.

  7. AT says:

    @Anon, I know and I 100% agree with you.

  8. ToneDeaf says:

    This is a bonus for me as I expect it to take years for FTTP to reach my location. Therefore, I can look forward to fixed price FTTC until then

    1. Steve says:

      @anon – sounds like you didn’t actually read the article.

      “ We will retain price for life for all existing customers, whether in or out of contract, for as long as they stay on the same product.”

    2. ToneDeaf says:

      @Anon – have you calmed down and finally read the article fully?
      To paraphrase yourself earlier – I am just stating the facts as they affect me.

    3. ToneDeaf says:

      As FTTP spreads across the UK, Zen customers will move to new plans (come off the lifetime guarantee) and a minimum of legacy customers will remain.
      It will not be a great financial burden for Zen to honour the guarantee for these low numbers.
      Other ISPs may offer great deals to FTTC customers to cause a churn of customers moving between providers.
      Zen will see this as a retention mechanism in readiness for when FTTP becomes available to the relevant customers and also honouring the promise on which customers signed up.

  9. Podman says:

    I just renewed and moved from 300 to 500 Mpbs for only 99p more per month. Even if the price increases slightly every year I’ll not be moving. My mother in law is still paying £15 for her Fttc package she’s on a winner!

  10. Eci sufferer says:

    I am with zen and have been for years. Never call them as no need. Now fttp is available (via openreach) its top whack prices… an alt net is offering faster fttp speeds and it cheaper so that’s where I’m off to.

  11. Dylan says:

    Well that’s one less difference between Zen Internet and all the other terrible Openreach-reliant ISPs.

    1. Mark Jackson says:

      They also sell via CityFibre.

    2. Dylan says:

      Hi Mark, CityFibre isn’t available here, unfortunately. I’d snap it up in a heartbeat.

  12. Dylan says:

    With how much Zen charges per month in the first place, it ought to keep the frozen prices throughout the contract.

  13. Douglas says:

    The availability of Zen’s lifetime price guarantee for new subscribers will end on 31 May 2022.

    So, get in quick if you want it!

    I signed up as a new subscriber to Zen earlier this month (May), on FTTP, and have qualified for the Lifetime guarantee.

    Had I delayed until after 1 June I would not have got it.

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