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Standard User Snake
(experienced) Mon 01-Mar-21 10:34:47
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Support not answered been one month


[link to this post]
 
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
Standard User jaydub
(fountain of knowledge) Mon 01-Mar-21 13:54:04
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Re: Support not answered been one month


[re: Snake] [link to this post]
 
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.
Standard User ashdown
(regular) Mon 01-Mar-21 19:43:27
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Re: Support not answered been one month


[re: Snake] [link to this post]
 
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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Standard User jimbof
(learned) Tue 02-Mar-21 07:45:53
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Re: Support not answered been one month


[re: ashdown] [link to this post]
 
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.
Standard User ukwiz
(fountain of knowledge) Wed 03-Mar-21 09:16:51
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Re: Support not answered been one month


[re: Snake] [link to this post]
 
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)
Standard User techguy
(experienced) Wed 03-Mar-21 20:07:03
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Re: Support not answered been one month


[re: Snake] [link to this post]
 
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.
Standard User Snake
(experienced) Wed 03-Mar-21 20:11:05
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Re: Support not answered been one month


[re: jaydub] [link to this post]
 
Thank you all,

Will try and call tomorrow.

Cerberus FTTPoD
Standard User hughcw
(newbie) Fri 05-Mar-21 11:18:39
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Re: Support not answered been one month


[re: ukwiz] [link to this post]
 
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
Standard User techguy
(experienced) Fri 05-Mar-21 20:54:11
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Re: Support not answered been one month


[re: Snake] [link to this post]
 
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.
Standard User Snake
(experienced) Sat 06-Mar-21 00:08:12
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Re: Support not answered been one month


[re: techguy] [link to this post]
 
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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