Zzoomm guide
The Zzoomm troubleshooter, explained
11 days with an incident in the last 30 days. If it's happening right now, check our Zzoomm status page first. If Zzoomm is down for lots of people, no fix at your end will help, and the page shows when people stop reporting problems.
Zzoomm sells 9 speeds today, from 150 Mbps to 2.3 Gbps, all of them full fibre, so the fibre runs all the way into your home.
Zzoomm runs its own network, so a fault on the line is Zzoomm's own to fix.
Full fibre lines end at a small box on the wall where the fibre comes in, separate from the router. Check it has power and look at its lights.
If a light on that box is red or off while it has power, say so when you report the fault: it points at the fibre rather than your router.
If the box looks normal, switch the router off at the wall for 30 seconds, then try a device plugged in with a cable.
Call Zzoomm on 0333 311 9933 (Mon to Fri 8.30am to 7pm, Sat and bank holidays 9am to 5pm) to report a fault.
Zzoomm hasn't signed Ofcom's voluntary broadband speed code, so there's no set 30-day right to leave over slow speeds. Report it to Zzoomm first. If it isn't sorted after six weeks, you can take it to the free dispute scheme Zzoomm belongs to.
Zzoomm isn't signed up to Ofcom's automatic compensation scheme, so there's no automatic payment while it's down. Ask for a credit for the days you were without it. How automatic compensation works
Five short questions, one at a time. Then we check Zzoomm's outage picture, the speed tests other Zzoomm customers near you ran in the last 24 hours and any recent test from your postcode, and suggest one fix at a time with a "did that help?" button.
If two fixes don't work, you get a script to read out when you call Zzoomm, filled in with how long it's been going on and what you've tried, next to the cheapest deals at your address from other providers in case you'd rather leave. We earn a commission if you switch through us, never if you stay.
Zzoomm runs its own network, so a fault on the line is Zzoomm's own to fix.
Call Zzoomm on 0333 311 9933 (Mon to Fri 8.30am to 7pm, Sat and bank holidays 9am to 5pm) to report a fault.
Three things at once: Zzoomm's outage picture on our status page (its own status where it publishes one, plus what people are reporting), the speed tests other Zzoomm customers in your postcode district ran in the last 24 hours and any test from your postcode in the last hour. That tells us whether it looks like a wider problem or something at your end.
Zzoomm hasn't signed Ofcom's voluntary broadband speed code, so there's no set 30-day right to leave over slow speeds. Report it to Zzoomm first. If it isn't sorted after six weeks, you can take it to the free dispute scheme Zzoomm belongs to. Zzoomm isn't signed up to Ofcom's automatic compensation scheme, so ask for a credit for any days you were without service.
Outages, the speed tests we compare against and the deals we'd suggest all depend on where you are. A postcode lets us tell a problem in your area from one on your line.