Zen issues... chasing for money

I received a lovely letter at the weekend from Zen claiming I owe them 1 months rental (

Hmm - does sound rather poor.

I suppose it's possible that BT didn't cancel the order and continued to charge Zen but it would be obvious from the information on the portal than no data had crossed the link to you since March. How did you move? Was it a cease and re-provide or a migration with a MAC?

If it's a Migration than surely it's there problem? If it's a re-provide - did you remember to cease? If not I suppose you are still liable.

It was with a mac that i requested through the Zen portal.

Zen agree i requested the Mac in March but have claimed i didnt use it until May/June. A bit strange as Be there would have used my Mac to get me up and running in March.

Not to mention MAC's are only supposed to be usable for 30 days so how could you have used it two months later?

Sounds like BT haven't informed Zen on time, perhaps communication between Sky and BT is to blame?

I think they should waive the charge though - can't see what else you could have done other than inform them of the move yourself, which is supposed to be unnecessary when you use a MAC.........

As far as i am concerned if Zen refuse to waive it I will pursue things with Ofcom.

I followed Zen's progress to migrate away to a new isp by requesting a Mac code. Its certainly not my responsibility to contact Zen after migration to make sure its all been sorted. Thats one of the purposes of the Mac code in the first place.

When cancelling an account after a migration we rely on BT informing us of the correct date that the Zen service was ceased. Of course BT, as with any other company or individual, can make mistakes from time to time.

If you provide our customer service team with the exact date of your migration and if possible some evidence, maybe a confirmation email from your new ISP, I

Already provided that information to your customer service team and thats when i was told that that my Mac code wasnt used until May/June.

I was under the same impression that others were on this forum in the MACs lasted 30 days and that you either migrate in this time or needed a new one.

The business defined process says you cannot use it after this duration and they know that you moved due to their own data that is collected and used in the portal.

It will be interesting to see how this plays out. It seems a no brainer to me but then I'm not an expert in all this.

I believe its 30days within which the MAC must be submitted to BT. The actual migration could take place after 30 days.
I would have thought Zen could make enquiries to BTw/Openreach as to when the service was actually changed over, maybe via their account manager.

Hi there,

Can you drop me a PM with your username please and I'll take a look at this tomorrow?

thanks,
Phil.