and now these idiots at ZEN try to insist on billing for a cancelled hosting service.

'.. It appear that you Cpanel service - xxxxxxxxxxxxx does not appear
to have been cancelled.
Please contact our Customer Services on 0845 058 9000 (option 4) and
they will be more than happy to look into this for you..............
'
it appears that ...does not appear ..... does anyone not trying to rip you off write like that?

why talk on a phone when I've already written to them and used 'LiveChat' and telephoned and had it confirmed verbally (they wouldn't put it in writing)

what a bunch of timewasters...reminiscent of the old Orange service

Totally different customer service experience to you.

14 days ago informed by email that my exchange was being upgraded to ADSL2+ by BT.
Early hours of this morning, upgrade occured. Found internet not connecting this morning but router was synching with DSLAM at the exchange.

Telephoned technical support - about 08.30 'ish - phone answered immediately.
Explained situation; after a few checks, informed that this would need to be looked at in more depth.
Informed that I would be telephoned within 25-30 mins.
Contacted after 25 mins that all was now OK.
Internet connection re-established.

I have no idea whether or not this was a Zen issue or a BT issue, frankly I don't give a damn where the problem lay.

What I do know is that from first contact with Zen to problem resolution was under 30 mins. Many thanks to Lance.
I doubt that any other ISP could beat that and most would not even come close to matching ZEN's respone and resolution time.

Many moons ago, I was a subscriber to the servcies provide by Virgin. I have no idea what Virgin is like these days but it took me 3 days to get through to virgin support and all I got was a script monkey that knew less than me!

Edited by deleted (Thu 10-Nov-11 23:53:47)

I am a bit concerned, i have moved to a new internet provider, (Talk Talk LLU ) and i did this through the customer portal at Zen, the account currently shows £-1.94 so it seems i am in credit although i am not sure of this.

( The username for this site actually represents the fact i have had Talk Talks phone service for years and is not connected with the broadband )

What concerns me is that i am still able to access the customer portal despite being with Talk Talk now, i have emailed customer support to query this but have so far not received a reply, in the past i have found Zen customer support to be fast and responsive, it seems slower now.

If i still have access to the customer portal does this mean i will be charged or is my account truly cancelled, i'm not sure, perhaps a representative from Zen who frequents the boards could answer that question.

Edited by deleted (Mon 21-Nov-11 19:28:36)

I'm currently in the process of migrating away. I would suggest you ring in the morning as I did today to hurry up my MAC. I will also be watching this but you could check in cancellation tracking in the portal to see if the service is truely completely cancelled.

Under cancel a service i click it and nothing is there so that means there is no longer a service to cancel. I click view cancellations in progress and then click view i get this below.

03-Nov-2011 Cease confirmation received from BT and the cancellation request item''s date due to be cancelled has been updated to 18/11/2011
03-Nov-2011 Cease confirmation received from BT and the cancellation request item''s date due to be cancelled has been updated to 18/11/2011

I also see the request is still listed as being open when i click the + part, i no longer see any internet services listed for me so that hopefully means i am cancelled but i just find it strange that the portal is still open to me and i can still log in.

It also says this, Once cancellation requests are modified by Zen staff, they become locked and can no longer be edited within the portal. If you wish to modify a locked cancellation request, well i can still edit my request despite it being cancelled, thats a bit strange, i hope the direct debit has been cancelled with Zen and i don't have to do it at my end.

Well despite having a credit note for £7 they deducted £5 today from my bank account, i don't understand why they didn't just use the credit note and pay me £2.

Can i actually get this £7 credit back. ?

Bit annoyed about this because they have not replied to the email i sent to customer services last week regarding this.

Edited by deleted (Tue 29-Nov-11 00:18:51)

In reply to a post by TalkTalk1969:

Well despite having a credit note for £7 they deducted £5 today from my bank account, i don't understand why they didn't just use the credit note and pay me £2.

Because you didn't tell them to. It seems strange to me, and to some others, but that's they way they work, and they seem able to justify it.

Paul

I did ask them to in the email i sent via the customer portal which has been unreplied to.

Edited by deleted (Tue 29-Nov-11 09:47:59)