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Hi,
I am hoping someone from Zen here can chase down my support ticket.
I raised it on the 30th or January, and I am still waiting on an answer.
I’m happy to DM the case number.
I appreciate with covid etc things are slow, but wasn’t expecting it to take a month to get a answer.
Cerberus FTTPoD
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I'm not sure how often their support reps vist here, so you would be much better giving them a call to chase up.
I think you will find a few cases of emails not having been picked up on if you look at previous threads.
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I can't remember ever seeing a Zen representative here. You could try posting in their own forums. They seldom post there, but I do know that they read posts.
Alternatively, as suggested, there's always the phone (although, personally, I much prefer email for support and don't understand why companies generally are so slow to reply to email).
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I think that email is easy to ignore when resource limited is mostly what it comes down to. I guess they're not running at full capacity due to COVID.
i emailed a provisioning query a few days ago and have had no reply. Tired of waiting for reply, I phoned up yesterday and after about 30 mins on hold I did manage to get through to someone.
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Zen are useless at answering emails. The only support to answer emails is the ipv6 team. Usually a response in a couple of days.
David
BT (poor) -> Zen (excellent) -> O2 (started well, went downhill -> IDNet (No complaints - but 100GB cap) -> Zen (gone downhill)
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Don't work for any ISP but have worked in IT support foe a number of years including phone based and phones always take priority if the support operation is busy so I'd phone them.
Virgin (ADSL) => Namesco => Newnet => O2 => Plusnet => Zen => Newnet => Zen => Freeola => Vivaciti (using O2 Wholesale DSL) => Xilo (C&W Wholesale) => Xilo (O2 Wholesale) => Xilo (TT Wholesale due to O2 Wholesale closure) => Zen LLU =>> ZeN FTTP (100 Mbps down, 18 Mbps up)
Router: Fritzbox 7530
Note: I don't lay turf for anyone. astro or otherwise, all views and opinions expressed are my own based on experience.
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Thank you all,
Will try and call tomorrow.
Cerberus FTTPoD
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I've had very good luck, then.
They've been very good at responding to emails from me in the last week - had a first reply within an hour of emailing them
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How did you get on Snake?
Virgin (ADSL) => Namesco => Newnet => O2 => Plusnet => Zen => Newnet => Zen => Freeola => Vivaciti (using O2 Wholesale DSL) => Xilo (C&W Wholesale) => Xilo (O2 Wholesale) => Xilo (TT Wholesale due to O2 Wholesale closure) => Zen LLU =>> ZeN FTTP (100 Mbps down, 18 Mbps up)
Router: Fritzbox 7530
Note: I don't lay turf for anyone. astro or otherwise, all views and opinions expressed are my own based on experience.
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They did reply back to the email.
Basically I paid for my two year agreement up front. So when the price drop happened, I asked if I would be getting a refund, but the answer was no, as I’m in a two year contract - which is fairness does make sense, but no harm in asking 😇
Cerberus FTTPoD
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