Zen sales process quality of service - room for improvement

As there have been questions here recently on whether Zen still has a high QoS, I am sharing my experience of moving to them. Nothing drastic, but could be improved, yet to see of course the quality of the ongoing service.


Timing of Contract

I phoned Zen Pre-Sales Support - was advised there would be a month's lead time on installation. I am not yet at the end of my PlusNet FTTC contract so that seemed OK (bearing in mind Christmas & New Year). On placing an order online the installation visit was booked for just under two weeks.

- That means I am paying for more of an overlap which I was trying to minimise.

Digital Voice

In the same phone call I asked how to connect my existing telephone extensions by wire - the Pre-Sales advisor checked with Technical Support who said it was not advised - I had explained that I wanted to keep existing internal phone set-up with phones around the house so it was not practical to plug one phone into the FON socket on the router. Response was “we are developing something at sometime” - what good is that to me at the moment ?

- I have therefore arranged VOIP with another provider
- After much online research I have simply plugged a lead into the Fritz!Box & then to a telephone extension socket (after isolating it from the incoming copper pair). I believe that is called voice re-injection.

Router

Installation due Monday 08/11 but on Friday 05/11 I phoned Sales to be told the router dispatch had not been triggered, so it was done then. I was advised delivery should be Monday but I replied that it would probably be in the afternoon whereas the engineer is due in the morning. I was told That although the installation could proceed I would need to configure the router myself when it arrived (& phone Technical Support for instructions).

iOS app

When the router delivery triggered, the app displayed a delivery date two days in the past. Not helpful.

QoS

This really is not the quality of service I expected from Zen, having chosen Zen on the basis of online recommendations, reputation & the WHICH endorsement.