This FAQ provides answers and advice on resolving questions and problems for Zen customers who have been moved from Zen and BT's 20CN platform to the new 21CN platform. Please ensure you review this FAQ in full and follow the relevant guides prior to contacting Zen for assistance.
What is 21CN?
21CN stands for 21st Century Network. It is a new platform at BT which Zen will use to deliver new and improved products and services and will completely replace the old platform in the future.
Why is my connection not faster after migrating?
The migration to 21CN is a "like for like" change and will not bring any improvement in speeds. Please read the following advice page on whether you might be capable of receiving faster speeds using ADSL2+ - our "up to 20Mbps" service - along with instructions on ordering this change in service:
What should I do to get the most out of my connection?
The Broadband service is an "always on" service. You should ensure your Broadband router is switched on at all times to prevent it appearing as though your line is faulty - as this could result in slow speeds.
Use the optimum hardware setup, as illustrated here:
as this will minimise interference and wiring issues that can affect the reliability and speed of your service.
I have no access to email, web or the Internet, what do I do?
The migration typically takes 15 minutes, but can take longer due to tests BT perform following the move. If the service is not working for an hour or more restart your Broadband router and attempt to connect. In the rare event that you still can't access email, web or the Internet please view the following guide to help diagnose the problem:
I have no dial tone, what do I do?
In very rare cases the migration to 21CN results in a fault on your telephone line. You should report this to the provider of your telephone service and they should be able to resolve the problem quickly.
Why is my connection slower?
Occassionally the move can cause issues with Broadband routers which are old or are not running the latest firmware. Locate the website of the manufacturer of your Broadband router and ensure you are running the latest firmware. Their website or manual should show you how to check this.
If the router is up-to-date, or if the problem continues after updating the router, then view the following guide to help you address this:
Why is my connection dropping?
Occassionally the move can cause issues with Broadband routers which are old and/or not running the latest firmware. Locate the website of the manufacturer of your Broadband router and ensure you are running the latest firmware. Their website or manual should show you how to check this.
If the router is up-to-date, or if the problem continues after updating the router, then view the following guide below to help address this.
We have also seen cases where the line has been dropping for some time prior to the migration, but has only been noticed since the move. Once more we advise following the above guide to address the Dropping Connection problem.