ZEN - Shockingly poor. 2 Chat bots (apparently humans) and there own website saying YES.

Ring up to order... NO GO. BT Wholesale are the ones saying no but Openreach saying Yes.

This is an absolute farce.

And, it gets better.

I call BTW and speak to a nice chap, who states BT have actually not placed an order, if ZEN places an order AND send a serious complaint, BTW will do a thorough issue check and resolve the problem.

Speak back with ZEN and they said (and this is hilarious) that they cannot raise a complaint with BTW, as to do so I would need to be a customer, which I'm not because they declined to take the order, because BTW had a warning on their system saying it wasn't allowed to be ordered.

BT Chairman next for the complaint.

Out of interest have you tried ordering via an ISP who doesn't use BTW for backhaul? someone like Sky as an example.

I haven't, no. Sky does show as available, but is a by far the most expensive, though.

In reply to a post by mr2gti:

I haven't, no. Sky does show as available, but is a by far the most expensive, though.

Just another suggestion, you could try private messaging Martin Pitt who runs Aquiss to see what he can do for you as I'm not sure what backhaul he uses.

I have Aquiss full fibre and this is the result I get from the TBB Traceroute Tool:

bundle-ether1.the.dsl.enta.net 15 15 1ms 1ms 3ms

TBB speed test also displays my provider as Entanet.

Not sure if it's relevant?

Edited by 4M2 (Sat 27-May-23 18:16:51)

In reply to a post by 4M2:

TBB speed test also displays my provider as Entanet.

Thanks I believe Entanet are now owned by Cityfibre so Aquiss may be another possible due to using Entanet backhaul although the OP would need to confirm with Aquiss regarding what backhaul is used in his local exchange.

Edited by deleted (Sat 27-May-23 21:57:36)

In reply to a post by mr2gti:

Ring up to order... NO GO. BT Wholesale are the ones saying no but Openreach saying Yes.

Sounds like BTWholesale may not have their datalink ready with Openreach or is at capacity currently, so whilst Openreach have done their bit, the various wholesalers will be at different network builds timescales to connect/upgrade.

In reply to a post by dect:

I believe Entanet are now owned by Cityfibre.

They are, but now known as CityFibre "Wholesale" (still technically separate, more a branding thing).

In reply to a post by aquiss:

In reply to a post by mr2gti:

Ring up to order... NO GO. BT Wholesale are the ones saying no but Openreach saying Yes.

Sounds like BTWholesale may not have their datalink ready with Openreach or is at capacity currently, so whilst Openreach have done their bit, the various wholesalers will be at different network builds timescales to connect/upgrade.

It's insane what I'm having to go through to get a 100% correct answer from BTW.

I'd have no issues if it's simply not ready in my area - but even BTW are telling me no-one has even sent them an order or requested an escalation/complaint to allow them to sort it.