whats going on

firstly to any Zen staff if i have shouted at you in the last few hours i apologise, why did i shout read on

Fri LLU in Rochdale had an issue most reconnected i didnt spoke to Zen guy i initially spoke to advised nothing more could be done until i tested with a alternate router! huh what? ok i went a bought a new router result still didnt work as i advised it wouldnt spoke to someone much more helpful case raised back online the next day..

Sun udate from Zen saying the fix was temp and i needed to have a lift and shift on Mon

Mon..got home no net no connection etc spoke to zen they advised would get BT to look into it sorry cant see notes as they are with cust service who are now closed..funny thought it was a support issue but hey ho

Tues email from Zen service back online all fixed....guess what no net spent 20 odd mins on the phone maybe more

promised engineer visit to the exchange to resolve weds

Weds got home no net rang Zen apologies blah blah promised engineer visit to exchange to sort 30 odd minutes on the phone router STILL shows no dsl signal from Monday

Thursday...guess what at this stage i lost faith and blew adviser apologised blah blah passed to engineering team the next day...again

Friday 9.30am rang to get an update at this stage bearing in mind i had been on the phone all week virtually to Zen i was advised nothing more could be done until i could test for a dial tone! wth are you serious!


this is the kind of service i expect off a rubbish isp to be honest not one that prides itself on its premium product and service, am sorry but Zen upper Management need to seriously look at the process they have in place, all through this the one shocking ommission is accountability, its always up top me the paying customer to prove there is an issue despite the fact that non of these issues occured until zen had a problem .

i have just had an update to say all should now be fixed , hopefuly it will be, what i want to know now is what assurances do i have as a customer that any of this is taken on board? am i getting what i pay for because to be damn honest it doesnt feel like it and i am very very dissapointed with this so far

fault ref 126336 if anyone is going to look

G'Day cssuk,

I have looked into the fault for you and I can see where you have given us all information we requested.

I have a colleague of mine looking into the reasons for the late reply or lack of and this will of course be dealt with on an individual basis.

When it came to checking for dial tone, the reason we asked this was because the fault had changed from No Auth to No Synch. We wanted to establish where the issue was so we could fix it as quickly as possible by booking the correct engineer.

I can only apologise for the lack of updates and progression one reason of which was that we weren�t able to check whether the TPM had been completed � so this did add additional delays and we�ll look in to why this information wasn�t available to the TS staff that you spoke to in the evenings, which will allow us to stop this kind of thing happening again.

We will be in touch shortly off the forum to discuss the newxt course of action to get your broadband working as quickly as possible.

thank you have spoken to Phill and arranged half a day off work on Monday for BT to have a look at the line etc, just a shame it had to get to this stage, hopefully lessons will be learnt for the future.

No problem. I am sorry it did have to come this far however it has highlighted a few issues which we are looking into.

If you do have any issues, please do get in contact with me either via the phone or the forums.

In reply to a post by cssuk:

firstly to any Zen staff if i have shouted at you in the last few hours i apologise, why did i shout read on

Fri LLU in Rochdale had an issue most reconnected i didn't spoke to Zen guy i initially spoke to advised nothing more could be done until i tested with a alternate router! huh what? OK i went a bought a new router result still didn't work as i advised it wouldn't spoke to someone much more helpful case raised back on line the next day..

Sun udate from Zen saying the fix was temp and i needed to have a lift and shift on Mon

Mon..got home no net no connection etc spoke to zen they advised would get BT to look into it sorry cant see notes as they are with cust service who are now closed..funny thought it was a support issue but hey ho

Tues email from Zen service back on line all fixed....guess what no net spent 20 odd mins on the phone maybe more

promised engineer visit to the exchange to resolve weds

Weds got home no net rang Zen apologies blah blah promised engineer visit to exchange to sort 30 odd minutes on the phone router STILL shows no dsl signal from Monday

Thursday...guess what at this stage i lost faith and blew adviser apologised blah blah passed to engineering team the next day...again

Friday 9.30am rang to get an update at this stage bearing in mind i had been on the phone all week virtually to Zen i was advised nothing more could be done until i could test for a dial tone! wth are you serious!


this is the kind of service i expect off a rubbish isp to be honest not one that prides itself on its premium product and service, am sorry but Zen upper Management need to seriously look at the process they have in place, all through this the one shocking ommission is accountability, its always up top me the paying customer to prove there is an issue despite the fact that non of these issues occured until zen had a problem .

i have just had an update to say all should now be fixed , hopefully it will be, what i want to know now is what assurances do i have as a customer that any of this is taken on board? am i getting what i pay for because to be damn honest it doesn't feel like it and i am very very disappointed with this so far

fault ref 126336 if anyone is going to look

I would certainly agree with this poster the management at zen will need to sharpen there game up despite the fact i get a good customer service to a point

what i don't like is that BT and openreach have such a stronghold on zen and the zen staff have to keep blaming BT for the faults that keep cropping up my end we know that bt are a fault they have been at fault from day one the zen customer doesn't need to be continually reminded of this fact and it's about time the multi millionaire Richard tang tried to find some ways around this for the benefit of his customers and cut out the blame factor

Any fool can start up a isp it seams and just blame everything on bt when it goes wrong if i tried to do that years ago from where i come from my parents would have called in the man in white suits

I can't fault the Customer Service I've received at all which is delivered by cheerful, helpful staff but I would like to see Zen offer an alternative DSL tail provider that the customer can choose to use if they wish to such as Cable and Wireless or BE Wholesale as in a lot of areas BT let both the end customer and Zen down.

The other wholesale providers I gather also give the ISPs more control over their customer's line parameters which has got to be good for technical support hasn't it?

took a day off work yesterday, bt came out did a full diag and confirmed what i had said all along issue was at the exchange was back on-line within 2 hours....great but why didnt Zen just do the obvious and look there in the first place rather than [censored] about all week?

ie was fine till the lift and shift ergo the lift and shift is at fault it isn't rocket science to go back to the start is it?

so far i have bought a new router as zen wouldn't look at the issue till i tried it and all i know are on isp supplied routers, bought a handset to try the dial tone (we use our mobiles for all calls), had no net for a week and lost a days Hols when frankly i didn't need too and all could have been avoided with a little common sense and perhaps looking past the tick sheet........doesn't paint a very good picture really does it?

now i know net services cant be guaranteed but honestly this has been a real pita and has cost me money that frankly i didnt need to spend will i be getting a gesture from zen?

I'll look into this for you and I will personally be in touch today.

thanks, you may be better via email tbh its difficult to call me during the day as we are not allowed to use mobiles in work as we use DPA sensitive information, i will say lines back to normal which is great 24 ping to my games server in Amsterdam is the main reason i stay with Zen