Zen billing support is now poor

Zen support used to be so good. I don't know if it's the pandemic but support has gone so poor.

I got a high phone bill and so went into the portal to have a look. Unfortunately the portal doesn't have my current residential phone details there. It has my previous two business details which are now defuct but I can't find my residential details.

So after three emails to billing support I have not receieved a reply in 4 days.

I suppose I will have to phone in but who know if they can solve this over the phone. I doubt it.

If someone from Zen sees this than please DM me and I can send you my details so you can look into it.

Otherwise - email to the CEO.

Zen seem to have a serious problems answering emails.

Last support email I sent (within the past month) was answered in good time and the issue fixed without further fuss.

Seems Zen's support 'problem' is they are and have a reputation for being good. As soon as a punter has what they believe a poor outcome or experience they run here and slag them off.

Is yours a consumer/SOHO or a business connection?

I emailed them on the 20th August and still haven't had a reply. I think it's definitely fair to say their support has declined the past year.

In reply to a post by pluralist:

Is yours a consumer/SOHO or a business connection?

AFAIK they're soho although some are paid by a business (and Zen know this).

In reply to a post by zebb_edi:

I emailed them on the 20th August and still haven't had a reply. I think it's definitely fair to say their support has declined the past year.

Or maybe your email has declined in the past year. How do you know Zen received your missive?

Ok come on, don't be silly. If you click the link on their website it has a 'mailto' hyperlink, whereby i didn't even have to type/mistype their email address.

Secondly, their address was already in my contact list, so is confirmed. So only other outcome is google can't run an email service or an ISP can't because I didn't receive a bounced email either.

I'm not sure why you're so keen to defend them. I've been with them since 2013, have referred two other neighbours to switch to them and all i'm saying is that their customer support has gone down hill. I've no reason to make anything up. For me it's not been an isolated incident, i've had several problems with their communication over the last 2 years.

Just because you didn't receive a bounce back doesn't mean the email was received.

Thanks
Dan

Yes, we could go in to the full RFC spec of mail servers, but i think it's probably more likely that they just haven't been terribly good at getting back in touch.