Zen - Going downhill?

Hi,

I'm having problems with Zen. First of all I emailed Zen CS Tuesday and Zen accounts Thursday and neither of those emails has gotten a response (just the automated one about we got your email).
The reason for these emails was that I've moved and wanted to transfer my Zen connection with me, the line was due to be activated yesterday, according to Zen and the prodigy line checker.

However, come midnight it hadn't been and still hadn't been this morning. Unfortunately it seems that the Zen department that could check into this in more detail isn't open under Monday - this really makes me wonder why I'm paying

Hello,

In reply to:

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First of all I emailed Zen CS Tuesday and Zen accounts Thursday and neither of those emails has gotten a response (just the automated one about we got your email).

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It typically takes Zen 2-3 *working* days to respond to each e-mail. However, a phone call takes no time to get through and is no hassle.

In reply to:

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this really makes me wonder why I'm paying

I put the move order in April 3rd (got a reply from 4th which was fine), just had no luck since then.

I find contacting Zen if you want an immediate response, it's best to phone.

Zen has a few LLU exchanges close to their headquarters in rochdale, if you're not in that area then I doubt it's Zens LLU on your line

It looks like the previous owner was with an LLU provider and that they havn't vacated the line and just canceleld the account, which could well cause problems with Zen providing a connection on the line.

I had problems with Tiscali when I cancelled with them (before migrations) as they just cancelled my account off and didn't order BT to cease my line, as I no longer had an account they couldn't do anything about it as they had no record of me and BTWholesale wouldn't talk to an end user.

Call Zen first thing monday morning and be sure to mention some of the online checkers mention your line has an LLU related product on it. (it could be the checkers are out of date though!)

" ... SMPF ... "

Isn't this another example of the confusion caused by Openreach's "equivalence of access" rules - all communications providers (eg ISPs) orders are now considered as SMPF orders, even if it's what used to be a vanilla IPstream order? It's a shame these websites haven't been updated to reflect this...

Or is it me that's confused after too long in the sun?

I'm in Warwick, don't think that's Rochdale local

The previous person is definitely off the line as when I moved in I had a green light (heck, I managed to connect to Zen for 5 minutes last Sunday via ADSL and download some of my emails!) but the line then went in the middle of the week.

I think you're right CJ, even BT IPstream is denoted now as LLU.

Yep, what a pain in the neck that is too.

Well Zen have now said (after passing me back to Tech support???) that the line is active since Friday and they can't do anything until I try a second filter (already done) and a second modem (trying to locate).

I'm in Warwick though, surely I can't be on Zens ASDL if that's only local to Rochdale (around the Manchester area(?) and 130miles according to RAC).

I'm not sure which would be worse (longer) trying to get a replacement router from ebuyer or waiting for BT to fix my line.