In reply to a post by candlerb:

Still, would be better if they fixed all these.

Already been noted following this thread and in the development/todo stack.

Read the last couple posts on this thread.

https://forums.thinkbroadband.com/which_isp/f/475179...

1 user messages Zen of of hours on a Sunday afternoon and gets a response within an hour.
Another user messages on the Thursday before that, during working hours. They took till Tuesday to answer.

Some would think Thursday to Tuesday is a good enough response time. My thoughts are why ignore 1 ticket for 5 days but answer another within the hour.
If the Thursday ticket was more complex then respond saying we need to look in to that.

I think there's an issue with how Zen queue tickets. My last few tickets went completely unanswered (granted it was a while ago now) so I left. No idea if tickets just get lost or if agents read them and just don't respond, leaving a ticket in limbo.

I was with Zen specifically for email/ticket/text based support and they fell short imo.

Can be legit reasons. In my workplace we have a 3 working day rule to respond. Sometimes i will respond within minutes of an email if you catch me when its quiet. Othertimes if im busy its a day or so

This is a general point, not Zen-specific...

I've never really understood why most firms seem to de-prioritise email so much. The same ISP that answers a telephone call more-or-less instantly will take several days to answer a question asked over email. Why?

When I was involved in tech support, I found that I could generally reply to a emailed query in less time than it took to do so in a phone call, and often sent that reply within minutes, not days. Customers seemed to like this level of responsiveness, so I wonder why more firms don't try it.

At a guess you cant really ignore a phone call (well unless you dont answer the phone but that in general isnt accepted).

We treat both equally although we prefer to do our business over email as its easier due to the nature of the work. Sometimes though you have other priorities, priorities that means emails may have to wait a day or 2. But again you cant really priorities other tasks when a call comes in

I used to be with Zen, and had probably been with them for close to 20 years.

The best thing about them was that you rarely needed support. Their network is solid, with the exception of some single thread download speed issues.

If you call, someone generally answered. You call if it's urgent, and email if it's not.

I moved away to an Altnet to get a Gig connection. But Cityfibre are building here right now, so when it's available I'll probably go back to Zen with the CF fibre.

one thing my father told me years ago(he's been dead 41 yrs!)was:-
you remember the quality long after the price is forgotten, looking for cheapest may not be best option!
I find if you ever have an issue,normally self inflicted using their network,Idnet have a superb support system by phone or email!

My experience with Zen has been wholly positive. There seem to be four tiers of ISP:
- The big three (the BT companies, TalkTalk and Sky)
- The not-quite-so-big - Zen (and who else?)
- The quality-rather-bargain-basement-service - A&A, Aquiss etc
- Random AltNets - Upp (RIP) and the like

I went with Zen - more expensive than Sky, cheaper than A&A. They liaised with Openreach better than Sky had done - mine was a difficult FTTP install. Sky kept cancelling the order, Zen seemed to be able to hassle Openreach until it was fulfilled. Zen's offering is tempting - no in-contract price rises, simple VOIP offering (keeping my old analogue telephone number), good router, plenty of updates by phone and email about how my install went. And, like every other FTTP service, rock-solid reliability.

Costs more than Sky - but that extra cost is about the price of a pint a month in the pub or an hour or two's gas consumption!

I just haggled an excellent retention deal from Zen for the 900/100 plus voip.Not going to give the price I got because that's for everybody to try. I will only say, cheaper than Sky.
I do have Youfibre available here though so that's some tough competition.