Zen with City Fibre - what happens when it breaks

Broadband went off yesterday. Reported it to Zen, who reported it to City Fibre. Now waiting over 24 hours for CF to say when they are going to fix it. Phoned Zen this morning, and they say they can't chase CF. I'm guessing that nothing will happen until Monday now, if I'm lucky.
It's the longest I've been without BB, at home, for over 25 years. B frustrating.

Missed a phone call from City Fibre's agent, a few minutes ago, because I don't carry the phone round the house with me, so now they are going to call back on Monday to make an appointment.

I'm surprised that CityFibre doesn't have a system in place to automatically setup an appointment that's agreeable with the customer. As far as I remember whenever I've had an issue on Openreach's infrastructure the ISP would be able to book an engineer visit (if it was required or it seemed appropriate) without needing Openreach to call the ISP or the customer themself back to arrange an appointment. I guess at least Monday isn't a public holiday or you'd probably be waiting until Tuesday just to arrange an appointment.

I'm more than a bit annoyed that it took more than 24 hours to get the call, then when I missed it they thought 'that's OK, we'll leave it two more days.' The guy had the cheek to wish me a good weekend as well!

Looking at recent reviews for Zen, it seems like a good chunk of the angry one-stars are from people ordering or migrating to CityFibre services, rather than those using Zen's traditional Openreach-based services. The terrible stories have put me right off CityFibre - I'd rather have reliable but slower broadband than faster but shaky broadband from a company with questionable service.

I may also be slightly tired of sitting in their roadworks, which seem to have been going on locally since before the pandemic.

Edited by misstuned (Sat 30-Jul-22 20:26:19)

Back online after four days!
The reason for the delay was a glitch in CityFibre's systems that failed to pass a batch of fault reports on to Kelly Communications last Thursday. Kelly rang me this morning, though, as promised, and offered me am or pm appointments. They turned up a couple of hours later.
In the meantime Zen had phoned to say that they had escalated the fault with CF.
The reason for the fault - the neighbour had cut through the fibre where it runs along the wall around my house, along the boundary, and at the back his shrubs.
Kelly replaced the fibre and, at my suggestion, re-routed it at a higher level to make it more visible. and to avoid a repetition, hopefully.
I have some ethernet cables running along the same wall that have so far avoided the secateurs.