Do Zen not reply to mails anymore?

I popped my question about them possibly going to CityFibre only in areas where it was available nearly two months ago and not heard a thing from Tech Support bar the normal auto responder.

Mail was sent from the e-mail address the account is registerd under.

Expecting Zen to answer emails is an exercise in futility

Try tweeting @ZenInternetHelp. I had a similar query about CityFibre and they got me an answer once they had found the right people to ask.

Sadly I have to agree. I don’t know what’s gone wrong with Zen but since lockdown they just aren’t there any more. I find that contact by phone is the only option (I don’t use or need any of the FB/Twit/other social media.

In reply to a post by MercuryRH2:

Sadly I have to agree. I don’t know what’s gone wrong with Zen but since lockdown they just aren’t there any more. I find that contact by phone is the only option (I don’t use or need any of the FB/Twit/other social media.

The WORK FROM HOME , Maybe redundancies too, caused the Drop in the standard of customer care and relations

In reply to a post by tommy45:

In reply to a post by MercuryRH2:

Sadly I have to agree. I don’t know what’s gone wrong with Zen but since lockdown they just aren’t there any more. I find that contact by phone is the only option (I don’t use or need any of the FB/Twit/other social media.

The WORK FROM HOME , Maybe redundancies too, caused the Drop in the standard of customer care and relations

What are you basing that on? Some vague idea that working from home means you aren't working? 🤔

In reply to a post by FakeJake:

In reply to a post by tommy45:

In reply to a post by MercuryRH2:

Sadly I have to agree. I don’t know what’s gone wrong with Zen but since lockdown they just aren’t there any more. I find that contact by phone is the only option (I don’t use or need any of the FB/Twit/other social media.

The WORK FROM HOME , Maybe redundancies too, caused the Drop in the standard of customer care and relations

What are you basing that on? Some vague idea that working from home means you aren't working? 🤔

Working from home is NOT the same As working in an office/Workplace, Some things can be done as normal but some cannot if you are NOT at the workplace , Many companies are facing closure because of this work from home nonsense, and where did i say working from home was not working? Many have also lost their jobs because of this

Edited by tommy45 (Mon 13-Jun-22 16:33:05)

Voipfone have never had an office and they seem to be doing fine

Thanks for the replies people but this thread wasn't intended to lay into Zen or their staff, I was just genuinely surprised not to have heard anything based on previous good experience (I wouldn't have been a customer for 8 years had I had bad service.)

I contacted via e-mail as I wouldn't necessarily expect the tech answering the phone to be able to answer this as I'd imagine the decision would be made by management of the Provisioning/product teams so I wouldn't want to put anyone on the spot.

Just don't want to be hit with a request to swap over out of the blue, at least if I know I can plan work-wise etc.

Slightly different approach (maybe) - I used the form on their website (under Contact Us) to submit a question about whether they would be partnering with CityFibre in my area. They phoned me back a couple of days later to follow up.

I am happy to report I have at last received a response to my query.

They were very apologetic for the delay and it sounds as though there was some sort of system issue that delayed the response.

II don't want anyone to get a wrong impression, Zen have been the best ISP I have used over the years.

Edited by techguy (Wed 15-Jun-22 18:36:36)

In reply to a post by tommy45:

In reply to a post by FakeJake:

In reply to a post by tommy45:

... nested quotes trimmed ...

The WORK FROM HOME , Maybe redundancies too, caused the Drop in the standard of customer care and relations

What are you basing that on? Some vague idea that working from home means you aren't working? 🤔

Working from home is NOT the same As working in an office/Workplace, Some things can be done as normal but some cannot if you are NOT at the workplace , Many companies are facing closure because of this work from home nonsense, and where did i say working from home was not working? Many have also lost their jobs because of this

You think Zen staff can't answer e-mail from home? It isn't 1996, they don't have one PC in the office with Euroda installed dialling up every few hours to get messages.

Working from home is entirely fine for many people who did it before the pandemic just fine. I've been able to work from wherever I fancy for as long as I've had a job, even when we did have dial-up and extortionate roaming fees, so the thought Zen, a company whose entire business model is connectivity, can't work remotely is hiliarous.

The issue won't be "working from home" but the continued and general decline of Zen.

"Euroda"

I'm taking a punt that you meant Eudora as I have memories of that and Pegasus (particularly on NetWare) as email clients of the 90s

Why not use the phone if it's that important? I had reason to contact Zen when we inadvertently cut through our cable and they were utterly brilliant. Always use the phone if it's urgent with anyone.

In reply to a post by nstrudwick:

Why not use the phone if it's that important? I had reason to contact Zen when we inadvertently cut through our cable and they were utterly brilliant. Always use the phone if it's urgent with anyone.

As I do a technucal support job myself where work comes in via e-mail, tickets and calls I'm very aware of how busy a technician can be during their working day.

As I did say earlier, I'm also not expecting the tech that answers the phone to be able to answe the query and while I'm on hold while they ask their Manager/Team Leader their skills and time could be better used helping someone with a service issue, hence my use of e-mail.

As it happens I woke on Friday to find my connection down, it came up again at 7.40 but I did indeed ring and ask them to check what had happened as I would be working from home over the connection.

They were, as always in my experience, very helpful and told me if was due to exchange maintenance but the lady I spoke to in Technical Support did check all was in order with my connection anyway.