Great you are now on ADSL2+ with some impressive speeds
. I'm really sorry you've had to wait for so long.
I've had a look over our activities on your exchange and there is something odd here, which with the info you've given me I think I've worked out.
The first time we could actually go for a bulk migration on your exchange was April 2010. We didn't look at this particular exchange until May with a view to get migrations in July. We wanted to get everyone over and we were given the opportunity to do so which we took.
From what I can see here, everyone went over except one person - however this could be an anomaly because the record I'm seeing before and after your regrade is still there. Will look at this separately. Between Aug to Nov, the exchange was closed for bulk migrations.
So, considering the above and the timescales you've mentioned for moving to an up to 20Mbps service, you were actually on 21CN, just waiting to be moved from ADSL to ADSL2+.
That being the case two things jump out at me
1) I have misread your original post and jumped to the wrong conclusion. Therefore, if you were asking when does “Zen move me up to 20mb” (assuming you had already been moved to 21CN and knew this), the answer is, we don’t. We believe the move from ADSL to ADSL 2+ is a customer choice especially as not all lines will react too well to ADSL2+. The customer can initiate the move at any point after we’ve moved you from 20CN to 21CN. Apologies we didn’t correctly assist you earlier!
2) However, if you were in fact asking when we would move you to 20CN to 21CN, the answer is we did this in July, unbeknown to you. Why you weren’t informed of this though needs reviewing because as part of the process we e-mail and sent a letter well in advance notifying you of the move. Once the move is complete, we advise you can move to an up to 20Mbps service, if you wish to do so advising that it may not be suitable for everyone.
Either way, something hasn’t reached you or it wasn’t clear enough. I’d be very interested to hear from you to see which of the two it was to see what happened.
Brian Storey -
Senior Provision Specialist
Contact Zen Customer Services:-
T: 0845 058 9000 / 777 option 5. 9am to 5pm weekdays