Apologies for ranting but I'm curious if anyone else has found any recent issues with customer service or if my expectations are unreasonable.
Long story short(ish) - I've been with Zen about 12 or 13 years and am currently on FTTC 76/20 service but in recent months it has suffered a number of short outages (15-20 mins) and more recently a longer outage which required me to switch back to my original OpenReach HG612 router. I had bought the recommended Zyxel VMG8924-B10 router from Zen about 15 months ago but it has apparently developed a fault and both firmware upgrade and factory reset have failed to resolve it. Zen support have been pretty good throughout. I work from home full time so I can't be without my broadband for very long, relying on mobile data for a backup connection.
So, the problems started when I asked politely if maybe I might be eligible to receive one of the Technicolor TG589vac routers which Zen now provide to new customers free of charge, given my 12-13 years of loyalty and the fact my £125 router I bought last year failed just outside the warranty period. The support guy said I would need to talk to customer services so I emailed them and explained the situation but they didn't even acknowledge the email and forwarded it back to support. I went back and forwards a few times with support who advised me that the only way I *might* get a free router is to threaten to leave and talk to the retentions department! They will most likely insist on a new 12 month contract in return for what is about £69 worth of router.
To complicate things - Virgin Media have just a few months ago cabled up our street and are bombarding us with offers just now which is very interesting because our Sky TV contract is up for renewal too and we could get 200M fibre plus a TV package for not much more than Zen broadband and line rental costs me today, never mind the Sky costs on top.
If I could be sure that the new router would return my VDSL connection to the reliability levels I enjoyed until the last 6 months then I might accept a 12 month tie-in but I can't be sure that it will. And I can't help think that 12+ years of continuous custom has to be worth more than £69.
The support agent spoke to his manager and even spoke to 'retentions' on my behalf but concluded there was nothing they can do and that I need to phone them up myself and go through the whole thing again and basically negotiate for a new router. To me this just isn't the sort of "joined up" service I would expect from Zen. Am I being unreasonable?
Basically I just don't want to invest any more money in DSL equipment, especially after losing the Zyxel after just 15 months. I honestly expected that Zen would just stick a router in the post and that would be the end of the issue. Perhaps that was naive in retrospect.
Anyway, apologies again for the rant. Thanks for listening.
Apple Airport Express + Time Capsule
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Edited by craig1410 (Tue 04-Jul-17 15:22:06)