In reply to a post by mixt:

*snip* ....Zen are in the wrong for not offering him a FREE router thus contradicting what their own website says, in my opinion.

Unfortunately I don't know if this is the case or not, however I have flagged it internally just in case.

If he is correct and we basically told him, 'Tough', then yes we are definitely in the wrong and something needs to be done.

I suggest you look at the OPs first post and the images attached ..........

How does anyone get a screenshot of their order and then a TBB monitor graph of their newly upgraded connection on the same day?

IF the order shown is genuine then he was sold a contract with router and charged for delivery of said router ........

Whatever the rights or wrongs here Zen need to get a website designer on the staff.

The whole site is an unintelligible mess. I have never seen any ISP with such a dreadful website.

You only have to look at the questions posed here and at Zen by potential customers to know how confusing the website is.

To be honest I cannot say anything about the site as I work for the company. However I have fed this back and you are right I saying, that there are a lot of people who find the website, hard to navigate, hard to find information on.

You may care to feedback that one of the reasons I decided not to switch to Zen was the complete mess the website made of showing line rental prices - Different pages showed different pricing and the pdf product sheets were different again!

In reply to a post by AdrianPH:

The whole site is an unintelligible mess. I have never seen any ISP with such a dreadful website.

You only have to look at the questions posed here and at Zen by potential customers to know how confusing the website is.

Plusnet's one isn't much better. It seems that some ISPs care more for pure functionality, as they bolt on ever-increasing features, but lack web dev testers (designers fulfill a different role), who can view the site's navigation with a fresh perspective (critique is sometimes easier from outside the bubble).

Best not get me started on Plusnot ........... we wouldn't want 2 bans in one thread.

Edited by deleted (Fri 10-Jul-15 15:04:42)

In reply to a post by mixt:

I am disappointed, but, strangely enough, this kind of attitude comes at no surprise. I've spent the last month and a half chasing them for a 24p (yes, £0.24) credit due on my account because their billing system doesn't take into a account the pro-rata adjustment that is required if you re-grade mid-way through a billing period. I only just got their billing department to admit they are wrong on my 3rd email to them, a week or so ago. They remained blatantly dismissive up until this point.

We had this sort of issue with Zen when we had a load of accounts with them - billing credits never got allocated, had to repeatedly chase etc.

Actually we still have a couple of accounts with Zen for some fairly dull reasons, and every month they moan the invoice is overdue, because for reasons I don't understand, one of them still isn't credit card billed automatically as we keep asking for.

In reply to a post by AdrianPH:

The whole site is an unintelligible mess. I have never seen any ISP with such a dreadful website.

Not used the EE web site then?

Agreed and the VDSL modem router marketplace is an unreliable minefield, you may find you get what many feel you deserve if you have chosen the 8800N - Well rid of mine.

Edited by professor973 (Fri 10-Jul-15 22:59:09)

I have passed the info on, and I do believe the website is being redesigned. Do not quote me on that, as I'm still chasing details, however when I passed the information/feedback on I was told it was being looked into.