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.

In the present case the contract is home.

But in the past I've had business contracts. When I go into their "portal" all I see is my old business contracts which expired many years ago. I don't see my home phone contract.

Yet I am getting bills but I cannot see the items on the bill because it's not in the portal.

What a system.

If the email has been received by them, you should have had an automatic reply with a case number.

The same was true of the email that I sent to support recently - I had a reply to it within 24 hours.

Forgot about that. I do indeed have a case number but still no response.

I try to be open minded and assume good faith of posters.

On the one hand I have never needed Zen support except to activate the IPv6 routed subnet and that was handled promptly.

c.f. IDNet were provisioning dual stack so probably assume their customer base is self-selective enough to know what they are doing if ordering from a non-mainstream ISP and wires-only to boot (no bundled router pre-configured).

On the other hand a sad reality is people can be paid to join forums and e-shop reviews whether to fluff up or trash-talk a product or service so I am slightly suspicious when it is someone's first post rather than to ask a pre-sales question.

That said I have no reason to suppose anyone here is anything other than genuine.

I still say it is self-selective though as 1000s of customers will have no reason to post here if all is working well and they have no burning questions.

if you have An issue then why rely on email when you could just call. I've had to ring a couple of times after changing to full Fibre and still being charged line rental. First time It wasn't sorted the second time it was all delt with, I had refunds and good clarity. sure it should have been sorted first time thats -1 but they sorted it and I didn't have to wait to get a reply by email It was just done then and there.

I doubt that the OP was not genuine, but it does seem a bit extreme to threaten to email the CEO before attempting to speak to Zen on the phone.

This does seem to recurring theme more recently, people saying they sent email to support and never had a reply.
I wonder how many had the auto reply (which includes a ticket reference)
Seems odd that Zen would be ignoring / mass closing the tickets.
I wonder if its a case of Zens spam filters are a little over active. (or salesforce filters as that's where their mails come from)