I have just about had enough.

As indicated on the GEA thread I had had ON and OFF speed issues since ZEN 900 mbps FTTP was installed in October 2020. - It mostly settled down after a few months in December 2020 and then it restarted with the GEA change in March 2022.

13 Days ago: either Openreach or ZEN or both did something and the speed was consistently good and between then and now, (other than a few hours very low speed blip, (possibly caused by earlier than planned scheduled event)), it is less good but it is mostly tolerable.

My plan was to move forward and to give ZEN a clean sheet and I had intended staying with ZEN as long as it was OK.

That said; since I only have 10 weeks left on my contract I asked ZEN to bring my contract end date forward so that I could quickly leave, (without hassle), if it went down the toilet again. - Apparently this reasonable request was refused by the ZEN Management on the basis that it now seemed to be working within spec and this surprised me as I have been very fair with ZEN, I have not sought any compensation for the months/years of hassle and I would probably have stayed with ZEN had they agreed to this, (what I see as a), safety net as I would have been on a rolling contract without any penalty for leaving but refusing this reasonable request, (even though I am still arguing against it leaves a bad taste).

Now the final straw: - I had two separate contract with ZEN as follows;

(1). Contract One was for a copper line with calls package from some years ago and that was out of contact and its price was not subjected to the lifetime price guarantee and varied.

(2). Contract Two is a completely separate contract for the 900 mbps FTTP line and that is in contract until October 2022.and is supposed to be subject to a Lifetime Price Guarantee.


I knew that the copper line was ending in 2025, (I checked out ZEN Digital Voice and I decided against it): I decided upon a VOIP System which means that no longer need the Copper Line so I contact ZEN; I checked to confirm that they knew that the contracts were completely separate with the Copper Line being out of contract and they cancelled the copper line service which ended last week.

I received a final bill for the copper line and the 900 mbps FTTP line stayed in service, (I did not port the old phone number).

Last Friday I was surprised to receive a notice a bill for almost £9.00 to cover an additional cost for my FTTP Line, (which is supposed to be subject to a Zen Lifetime Price Guarantee and I could not understand why until I looked at the Orders Section in my ZEN Account were there was a Regrade on the date that my Copper Line ended and the monthly price of the 900 mbps FTTP line was changed without anything else being visible. - These two lines were completely separate and they were not linked,.

My contract notification for the 900 mbps FTTP line gives the contract start date, the contract length, the contract end date, and the service price (ex VAT).

I suspect that that someone in ZEN is trying to charge me more because they have decided to link these completely separate contracts. - Risible !

With the hassles that I have had ZEN should have given free months, (which I never sought but in hindsight I should have). I just pressed for a good service but this is latest price/billing issue is the Final Straw and I plan to leave ASAP.

https://www.ofcom.org.uk/complaints/complain-about-p...

Sounds like you’ve gone from FTTP with a voice line rental to SoGEA FTTP with no line rental?

They are different products, and have a different cost from BTOR.

SteveBen,

My separate contract email confirmation from Zen for my separate 900 mbps FTTP line does not indicate anything of this type.

If Zen try to a link the separate contracts that I had with them in any way in order to create a link or a distiction after one contract has been cancelled that would be really whiffy

Are you a representative from Zen ?

Regards,
Fido

There is no such product as single order FTTP. FTTP has no voice element since the FVA stop sell, and I don't think Zen ever used it.

In reply to a post by SteveBen:

Sounds like you’ve gone from FTTP with a voice line rental to SoGEA FTTP with no line rental?

They are different products, and have a different cost from BTOR.

No such thing. There was never a SOGEA FTTP

On the whole Technical Support has been OK and I thank Andrew and Brandan on this board for that together with their colleague Chris but I have lost faith in the management especially in the Billing Section.

After this latest Billing/Orders Fiasco my biggest concern with Zen is that they do not have a n Online Dedicate Complaints Email so that customers with ongoing issues can send emails directly to an Online Dedicated Complaints Section that crosses all departments. - You need to guess which department, contact the most appropriate department who summarise your complaint in their own words and who send it off.

Regarding the new additional around £9.00 cost per month; It seems that someone in Zen has decided to bundle the completely separate contracts, which I checked were completely separate when I contacted the cancelations department to cancel the Copper Line, (which was Out of Contract), to ensure that cancelling that did not affect the 900 mbps FTTP line which is technically in contract for another 10 weeks.

Regarding the separate contact for the 900 mbps FTTP Line; My separate Zen Internet Contact Confirmation emaiil for my separate 900 mbps FTTP line does not indicate anything bundling of any type

In the Written Record in the Contract Confirmation Email It states the terms of the contract with regard to the;

Product Typre: Service Full Fibre 900
Order Number: XXXXXX
Contract Start date: XXXXXX
Contract Length: XXXXXX
Contract End Date: XXXXXX
Service Price (ex VAT) XXXX /monthly

It also says that the contract details are available in the Orders History of my Zen Account but this Order History Section of the Zen Online Account is modified and changed by Zen as and when Zen see fit with the records being removed, modified and replaced. - (I do have a few screen dumps of the older records as the Orders History Section of the Zen Account which is not a true and accurate Contemporaneous Record of orders as these records are edited by Zen Staff in a Willy Nilly manner).


I contacted Zen Billing as soon as they opened today and they gave me the run around saying it was other departments//sales, I had send a few emails last Friday when I received the out of hours email from them but no answers yet and I made an complaint over the phone that billing put into their own words and as such will probably go nowhere.

As I indicated in the title: I have just about had enough and since Zen have not quickly done the right thing I have now left an appropriate Trust Pilot Review. as this latest billing issue has kicked the Hornets Nest.

As the hassles went on I gave Zen the benefit of the doubt: I have no idea where to migrate to but if Zen do not quickly release my contract, correct the record and make amends to me I plan to migrate ASAP and I will remain unhappy.

Regards,
Fido

What a difference a week makes.

After a thorough investigation by Zen and a discussion with the Zen Resolution Manager my concerns where properly addressed.

My contract issues were sorted out and right now there are no speed issues.

At present; the Full 900 mbps FTTP is working well and since the issues were sorted out, while it stays OK, I plan to stay with Zen and to give Zen a clean sheet moving forward.

Regards,
Fido