I've been a Zen customer for many years, so when I recently moved house I thought I'd continue with them.
We checked the phone number for the existing occupants of our new house and found that it could get FTTC. This was an important part of our decision making.
We ordered phone line and FTTC with Zen, and they arranged to call us back on our completion date to progress the order. They never phoned. When I chased the following day, I was told it was because I hadn't paid (they never asked). This was sorted out.
Zen then activated my phone line and cancelled my FTTC order. The new number has been connected to a different exchange to the old number, and the new exchange has no fibre.
I phoned Zen customer services and they agreed to attempt to escalate to BT first thing today, and then they would call me back today. They never phoned.
Not a happy bunny at the moment - I'm looking at ASDL at 6Mb rather than Fibre at 32Mb. My next door neighbour can get FTTC. I can't because I've been routed to a different exchange that doesn't even support FTTC and has no date set.
Has anyone got any pointers as to how I can sort this out?