Depends which day the fault is raised on - you normally won't get Saturday appointments to fix ADSL problems. If you are a BT business phone customer you get preferential treatment over residential customers, and this is what BT are now offering for broadband customers, irrespective of their ISP.

Care to elaborate (or at least be specific)? Are you sceptical about the idea of "enhanced care" from BT or that Zen do not operate any sort of two-tier support service, or something else?

Bit of both really. Why should BT have to be given extra money in order to offer reasonable support? And I feel sure Zen would tend to give favourable support to those paying extra.

I once had my line card fail at after 11pm one night when I was with BT (although I didn't know that was the problem at the time). They had an engineer out and the problem fixed in under two hours and it cost me nothing. Maybe I was just lucky.

If Zen is taking a cut from the

All faults - BT-related or not - that are reported to Zen support are treated in exactly the same professional manner; root-cause analysis based on the results of relevant, verifiable diagnostics.

As I said previously, the only difference between Enhanced Care and Standard Care is that where a fault is raised to BT, Enhanced Care provides guaranteed response times from BT. Whether you have Standard Care or Enhanced Care the attention to detail and troubleshooting process your reported fault goes through at Zen is of the same high standard; offering Enhanced Care allows us to shorten the overall resolution time for BT faults.

There is no 'two-tier' system, no 'favourable support' given - just a means of getting faults that lie on BT's network resolved in shorter timeframes.

I hope that's cleared things up.

"at work I buy HP servers. I already pay a premium over, say, Dell. If it breaks they'll come and fix it the next day as standard. If it's important to me I pay them for a support pack and 4 hours later the engineer turns up,"

And I get that service from Dell for my servers.

Paul

There's obviously a problem if they (BT) simply reallocate existing resources to meet the SLA calls because it means that the rest - ie those who choose not to pay - must get a worse service than they were getting before.

Different story if they are recruiting a new crack SWAT squad to handle all the new SLA calls...

It reminds me of the conundrum facing newly promoted Premiership teams. The manager tells the chairman that they need to spend big on new players in order to stay up. But if the other teams are doing the same thing, and spending the same money, nobody gains an advantage from their investment.

Simon

Yes, and some of us are already here. So far great service from zen -thanks guys.

Lee

You are given favourable support from the engineers if you're a BTY customer. I was told as much by one of their CS people when I was still a customer. The longest it ever took them to sort a problem was about 8 hours (and that was a pretty major one).