I'm afraid the time has come to change ISPs. The reason for the change is NOT because of poor service / support - this has been excellent over the past 9 years I've been with Zen. The reason two-fold. Firstly my requirements have changed and secondly I need to cut my outgoings. I am paying a premium and that has been reflected in the level of service I have received, however I cannot continue at this rate. Zen have shown that they listen to customers, when only last year I migrated from a legacy 2Mbps product to Zen Pro 20Mbps service I asked about a loyalty discount and was happy to be told I could continue paying the legacy product price (about £30) for the Zen Pro product (£35). It's only £5 a month, but it shows Zen respect their customers loyalty.
Anyway, where will I go. I've done some research and I think it's time to give LLU a try (previously I didn't move to LLU because the whole line was moved and I didn't want my phone service to move). After some research I think it'll be a move to Xilo and their Pro 16 package (provided as C&W LLU).
Thanks for all the good times (and the mug). Maybe I'll be a back at a later date.
Zen Pro - "Up to 20Mbit Broadband"