How long to get mac key?

I submitted a request last night for a mac key to transfer my connection away from Zen. Am I mistaken, or didn't this information used to become immediately accessible to us in the portal in the past? How long are these taking to be processed these days?

Also I have noticed a steep decline in customer service recently. Originally I intended just to regrade our connection rather than leave Zen. But a week after placing the order nothing has happened with it. I gave up after being held in the telephone queue twice this week for long periods.

Your ISP has to provide you with a MAC code within 5 working days excluding weekends.

Matt

Thanks. I'll just have to wait it out then.

What the hell happened to Zen? They used to be the best at customer service and support. I've never had to battle with them to get things done. Their slack service has driven me to leave 10 days after requesting a regrade, unanswered emails and long wait times on telephone queue. I don't have the time to chase and mess around with companies like this.

I won't be back.

In reply to a post by BT_Boredband:

What the hell happened to Zen? They used to be the best at customer service and support. I've never had to battle with them to get things done. Their slack service has driven me to leave 10 days after requesting a regrade, unanswered emails and long wait times on telephone queue. I don't have the time to chase and mess around with companies like this.

I won't be back.

I was with Zen in 2004/2005 and had one case of indifferent C/S from them back then, The guy I got sounded as though he could not be bothered to do anything. Though I had excellent C/S from them too at other times.

In reply to a post by BT_Boredband:

Thanks. I'll just have to wait it out then.

What the hell happened to Zen? They used to be the best at customer service and support. I've never had to battle with them to get things done. Their slack service has driven me to leave 10 days after requesting a regrade, unanswered emails and long wait times on telephone queue. I don't have the time to chase and mess around with companies like this.

I won't be back.

They still give superb service. My broadband went down yesterday afternoon, I was out till after support finished at 5, so I emailed and got an auto reply. I rang this morning at 9.30, was answered immediately, investigations tookplace , Martin rang back 10 mins later the fault was identified and the supplier was to do a remote reboot of some equipment at 10.30. Just after 10.30 my equipment sprang to life, 10 mins later Martin rang again to confirm that everything was right, and then e-mailed me at 3.50 to say that as far as he could see all was fine and he would keep an eye on it.
Wonderful service, which is why I will stick with Zen. They do things that no other supplier would do.

In reply to a post by Bill_Lord:

Wonderful service, which is why I will stick with Zen. They do things that no other supplier would do.

Like leaving you off-line for 18 hours?

In reply to a post by BatBoy:

In reply to a post by Bill_Lord:

Wonderful service, which is why I will stick with Zen. They do things that no other supplier would do.

Like leaving you off-line for 18 hours?

Like identifying the fault and sorting out a solution within10 mins of support staff being informed of the problem, and then checking twice in person that the solution had worked.

In reply to a post by BT_Boredband:

I submitted a request last night for a mac key to transfer my connection away from Zen. Am I mistaken, or didn't this information used to become immediately accessible to us in the portal in the past? How long are these taking to be processed these days?

Not as far as I know direct from Portal, but they did used to e-mail them out promptly.

Now they have retentions, and it drives me up the wall, since even if I put a note "DO NOT CALL FOR RETENTIONS" they still waste my time trying to retain me.

I've stated so many times what Zen doesn't offer which is why I end up migrating more and more away, but they're not interested in offering it (clearly Zen charging more than most others isn't enough for them to offer anywhere close to anyone else's functionality).

Zen's gotten too big in m view, and isn't the same caring company it once was, usual issue of growth.

Zen are, in my experience, the best ISP.

My line speed dropped to 350k so rang them and albeit it took a good 40 minutes to get through once I did they had the problem fixed within 2 hours and its been great since.

Over the past week I mailed C/S to ask whether they could give me a better deal in light of the VAT increase, within 24 hours had a response offering me a really good deal which I accepted.

Can't fault them and I don't think I'd use anyone else now.

To be honest I think sitting on hold for 40 minutes before they speak to you is less than acceptable. It used to be plus point of Zen that support was minimal if any queue.