Was with Nildram for ages. Back in the day they were great. Sometimes, if there was an ongoing issue, the first thing you'd hear on the support line was a message saying so, meaning you didn't have to waste time waiting. Pipex took over. Less great, but good enough. Tiscali come in and less great still and the old "ongoing issues" messages had pretty well gone. Average, but on the odd occasions tech was need they answered the phone reasonably quickly.
The Opal/ Talk Talk came in. Web unusable after 4pm and no answer at tech support after 40 mins and unable to log into my control panel. Time to move.
Join Zen. Quick, simple, painless.
A bit later, I suspect that my router is acting up. Not certain, so decide to see if Zen can aid in diagnosis, really expecting 5 mins of platitudes and stating the obvious.
First there was an outgoing message about an ongoing issue. Not relevant to me, but good to hear. Then the phone got answered straight away - and now my memory goes blank and I've forgotten his name. Steve, I think.
Two hours later, after he's taken ownership of the issue and run a bunch of tests and had me running a few more (calling back exactly when he said he would, and not getting arsy when I took a curry delivery), I've narrowed it to probably on my side, but a slight chance of a BT issue and a clear picture of what to monitor.
It was the best IT related CS experience since I was with Direct Connection WAY back before broadband.