What happens at a Zzoomm installation: survey and kit

Many providers sell full fibre over Openreach's or CityFibre's network, and that network's engineers do the install while the provider manages the appointment. Zzoomm sells broadband over its group's own full fibre network, so it's both network and provider (an altnet). One company books the visit, does the work and switches you on, so there's one place to call if plans change. To compare how other altnets handle this, see our guides to Toob installation and Connect Fibre installation.

Zzoomm merged with FullFibre Ltd in 2025 and became the group's single retail brand in February 2026, when ISPreview reported the network passed about 600,000 premises in parts of roughly 110 English market towns. Coverage is listed place by place, so check your postcode with Zzoomm, see our Zzoomm broadband page, or browse broadband deals by area for other networks in your town. Its plans ran from 200Mbps to 2300Mbps in October 2026, with equal upload and download speeds; our XGS-PON explainer covers how full fibre networks reach multi-gigabit speeds.

Once your order is confirmed and the network outside is live, Zzoomm contacts you to book the visit. We didn't find a typical wait in its help pages or terms, so ask about dates before ordering if you have a deadline such as a move-in day (our guide to broadband installation lead times explains what affects waits generally). If Zzoomm's equipment is already installed at the property, its terms say it may still need to reactivate it.

Zzoomm asks about your property's layout to work out the installation type, and may arrange a preliminary visit for checks or preparatory work. Answer carefully: changing your requirements later can affect whether the job still counts as a free standard installation.

Zzoomm's terms for contracts started on or after 3 April 2026 split installations like this:

If you don't agree to a bespoke route, method or fee, the contract ends. Normally there's no charge and anything paid is refunded (term 5.4(b)). Zzoomm can keep an engineer visit fee if the layout information you gave proved inaccurate, or if you turned down the standard route and then the bespoke one (terms 5.6 and 5.8). If Zzoomm tells you beforehand that it can't install by any method, the contract ends with no charge and a full refund (term 5.4(c)). But if an engineer decides on the day that the job can't be done safely or at all, the contract ends and Zzoomm can keep an engineer visit fee (term 5.3; all checked 14 October 2026). So describe your home accurately when asked about the layout.

Other things that can cost extra:

• An unfinished job. If safety, complexity or materials stop the work, a further appointment may be charged as bespoke. Ask before the engineers leave.
• A second socket. If you already have a working socket on Zzoomm's network and ask for another in a different spot, that may carry an additional fee (term 5.2).
• A garden office is possible but chargeable, including an extra survey and cabling. Our garden office Wi-Fi guide covers cheaper alternatives.

Building work isn't a barrier if it doesn't get in the way. We don't quote Zzoomm's fees because they can change: get any figure in writing before agreeing.

Zzoomm surveys first when:

• the job looks likely to take over four hours or be particularly complex;
• your home connects through existing underground ducts or from an overhead pole;
• the location is, in Zzoomm's words, "a little out-of-the-norm".

Zzoomm says a survey for a job likely to take over four hours or that's particularly complex is free. For duct, pole and unusual-location installs its help pages say only that a survey comes first, and its garden office page lists an additional survey among the chargeable extras, so ask whether yours carries a fee. Someone must be home, as the surveyor needs inside and outside access. You can only get one by placing an order that needs it, and you can cancel free if the results aren't what you expected. At the survey Zzoomm says it will:

1. agree the outside route, where the Zzoomm Hub (its router) goes and the inside cable route;
2. agree how long the job takes and when;
3. say whether there are extra costs and discuss landlord permission;
4. take photos for the installers, book the date if possible and give you a copy of everything.

Keep that copy. If anything differs on the day, raise it before work starts.

The network design sets the method. Zzoomm's help pages say you can't choose another, and its terms allow a change (for example from overhead to underground) only if Zzoomm agrees, as a charged bespoke job.

Whichever method is used, Zzoomm drills a very small hole in a discreet spot agreed with you. If you care where cables run on the front of the house or across a new lawn, say so when asked about your layout and again on the day.

• The right adult. Someone over 18 must be there to direct the route and approve the work: you, or someone you've confirmed in writing. Otherwise the visit may be cancelled and charged.
• Two free plug sockets, one for the Hub and one for the Fibre Connection Box, usually close together.
• A Hub spot. Zzoomm advises somewhere central where you use Wi-Fi most, in the open, away from TVs, microwaves and mirrors. Only Zzoomm can move it later.
• A clear path to the work area, inside and out.
• Extra Wi-Fi points: if you ordered any, decide roughly where. They're set up free during the install.

Zzoomm gives you an arrival slot and says it will update you on delays. Then:

1. ID check. Engineers wear Zzoomm uniform and show an ID card. Ask to see it; our guide to broadband scams covers suspicious callers.
2. The plan. They agree the route, the hole position and where the Hub goes.
3. Outside and inside work. Fibre comes through the wall to the Fibre Connection Box, the Hub is connected, and any extra Wi-Fi points are configured.
4. Testing and activation. From activation your monthly fee and minimum term start, and any bespoke fee becomes payable.
5. Sign-off. You approve the work and get a Start Guide.

Zzoomm makes good damage it causes but not faults that were already there, so point out existing cracks near the entry point before work begins. It doesn't reverse its work if you later leave. If damage happens, our guide to installation damage to your home covers how to raise it.

Zzoomm's terms list the router, any extra access points, a power adaptor and Ethernet cables, plus everything from the outside connection point to the box inside where the fibre ends.

• Moving the Hub needs a Zzoomm engineer. Moving equipment, changing how the service enters your home or adding equipment after activation all carry an engineer visit fee.
• Your own router or mesh is fine if set to DHCP (it picks up connection settings automatically). The Zzoomm Hub has no bridge mode, Zzoomm won't support third-party kit beyond the Fibre Connection Box, and a visit to fix damage caused while fitting your own kit is chargeable. See using your own router.
• Selling or letting: Zzoomm's terms ask you to make sure a future buyer or tenant knows the property is connected to its network and where its equipment is.
• Damaged fibre: call Zzoomm, which runs checks and sends an engineer if needed. External damage may be charged, so show future builders or landscapers where the cable runs.

Once live, run our broadband speed test on a device wired to the Hub for a fair reading.

Under Ofcom's One Touch Switch process, live since 12 September 2024, you contact only your new provider, and your current provider must send you the switching information, including any early termination charges. With Zzoomm:

1. You opt in when ordering (you can opt out until you confirm). Zzoomm passes your details to your old provider.
2. Your old provider should email you while you order with the implications and any exit fees, again once you confirm, and again when the switch is done. It also tells Zzoomm your options for services such as a landline.
3. Your installation date is your switch date. Zzoomm triggers the switch only once the new service works, so a failed install leaves your old service on.
4. Zzoomm doesn't bill you until you're live; your old provider charges until the switch.

Limits: it only works at the same address (moving? see broadband when moving home) and only moves broadband, so sort TV or mobile with your old provider. Zzoomm doesn't currently recommend One Touch Switch where a vulnerable person relies on the service; it suggests talking to your old provider instead. Separately, you can tell Zzoomm about any special requirements and it says it will adapt its processes where possible (see help for disabled customers). If you change the date, Zzoomm isn't responsible for changes to your old provider's fees, and you must tell Zzoomm before activation if you'd rather cancel the old service yourself. If Zzoomm wrongly tells your old provider the new service is live before it fully works, its terms say it will compensate you up to the difference between what your old provider said you'd be charged and what you're actually charged. More generally, if a One Touch Switch goes wrong, Zzoomm says you may be entitled to compensation from it or your old provider, depending on who is at fault, and ISPreview reported in September 2024 that Ofcom's rules say any loss of service during a switch must not exceed one working day where technically possible.

If you switch the classic way instead, you cancel your old service and book the installation yourself. Zzoomm's FAQ suggests a short overlap in case your install date has to shift, and early termination charges may apply if you're still in contract. See broadband switching problems.

• Is my home likely to be a standard install, or will it need a survey?
• Which of the three methods does the network use in my street?
• Which router comes with my exact plan and contract length?
• If the job turns bespoke, what will it cost, in writing?
• Would a return visit be charged?
• With One Touch Switch, what date does my old service end?

Still choosing? Compare broadband deals at your postcode through our comparison partner, or see fibre broadband deals. We show the partner's deals but don't switch you: you order and book installation with the provider you pick.