I have to say this. I find it absolutely ridiculous that Zen aren't the ones suggesting and pushing an engineer visit.
Truth is you are paying a premium over LLU and honestly the help being given here just is not upto scratch. Firstly you have falked out for an iPlate AND a new router out of your own pocket. When I had a fault with BT and sky in the past they both provided me a new router for free as a first option.
Then when this failed and the TEST socket failed both ISPs got me an engineer out immediately. I had an engineer visit within 3 days on both providers. With Sky I made the 1st call, on receipt of the router Sky rang me to check up on things.
With Sky. Day 1 - issue reported, new router issued.
Day 3 new router arrived. No improvement. They sent a new engineer
Day 5 engineer visited. No fault found.
Rang back, another engineer sent out.
Around day 7 2nd engineer came, found a fault. Job done.
None of this nonesense you are getting.
I paid £7.50 for broadband at this time. So with the premium you're probably paying to Zen I would have expected something far far better. At a minimum I'd expect a similar service to the cheaper providers.
Also with Sky they wouldn't even increase my SNR despite me asking. They were absolutely insistent that this just wasn't a good enough solution. Engineer first, try to get it resolved and if they asbolutely no way in hell could get it fixed they said they would look at these methods.
It's just not good enough to artificially cap a line which can easily perform fine at 6db noise margin. It's masking up a fault and not dealing with it. It's kind of like covering up subsidence with a new plaster job, it's gonna come to bite you eventually.
What really worries me with Zen is that I get the feeling they don't have the customer base or profits to swallow any BT charges. As a customer you shouldn't feel scared that an engineer visit could potentially cost you a bomb. Zen need to get somebody onto the case to help you from openreach.
As a customer I like to know exactly where I stand. From Zen I would have expected the following:
1) A commitment to get an engineer out once the test socket and a new router were tried.
2) An exact statement stating in which cases you will be charged by openreach.
It is not openreach who charge you. Openreach basically write a report which will go back to Zen. It's then upto Zen if to charge you.
E.g.With Sky it's this simple. If you are in the master and there is a fault there's no charge.
If no fault is found they keep sending out engineers until a fault is found.
So Sky see the engineer report, see you were in the master. You won't be charged.
Black and white and you know I won't get a bill.
3) & then I'd expect Zen to compensate for the issues.
Anyway I'd write in at this stage. Just wondering are you still in a contract with Zen. Other ISPs in paticular AAISP are very big on guaranteeing to fix any faults.
Edited by ukhardy07 (Mon 13-Aug-12 01:55:21)