Any one else had a similar e-mail from Zen??

We are happy to confirm that the cancellation of the following broadband service has stopped. Your Zen Internet broadband service will continue and will not transfer to another service provider. Thank you for deciding to stay with Zen Internet!

Could it be that they have changed your backhaul from BT Wholesale to TTB?

Yes, I had that email from Zen yesterday too and then an apology email a few hours later to say that they had made a mistake.

Wonder if anyone from Zen staff can let us know exactly what happened here and why all these emails were sent?

Hi, we had a little bit of a system mix up yesterday. We received some erroneous cease notifications from one of our suppliers. As a result a small number of customer were sent this email.

Rest assured there is nothing to worry about and your service will continue as normal.

Well I stopped a transfer from Zen after being mis-sold an aparrent bargain elsewhere and got no such mail lol

If triggered by something like a change of backhaul to save a few pennies they would probably consider that their business.

To confirm there was no change of backhaul or any other change to the service or network.

It's good to see that this forum is sometimes monitored by Zen. It's a pity that you haven't commented on the lack of responses to email sent to support in the other post though.

I'm not always on the forum, its not an "official" support channel, but I do try and keep an eye out and respond when I can help. More often that not the fantastic community here provides great support to other Zen users incredibly quickly.

I have reached out to anyone that I've come across commenting that they've not had a reply. Unless they've indicated they've already had their query resolved.

We aim to respond to emails quickly, but we're even quicker on the phone. We get a lot of emails, from time to time its not possible to respond to them all as quickly as we'd like and I'm sorry about that. But I can assure you we try to get back to everyone quickly.

In reply to a post by ajays:

We aim to respond to emails quickly, but we're even quicker on the phone.

Many companies say this and almost all prioritise telephone over email but I never understand why.

I used to work in a support environment (albeit with corporate customers rather than individual end-users) and I much preferred email to telephone contact. A typical telephone call took much more time than responding to an email. I could generally reply to quite a few emails in the time taken by a single telephone call and it was a much more efficient means of support.