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For one month now the fibre 900 service I'm supposed to be provided by Zen has been awful - at times, 600kb/s for hours at a time.
After much Openreach effort that did not fix the fault, I discovered that I am a victim of the famed GEA migration. According to all of the data my issues started at 0400 on the day a migration is shown as being fulfilled. All kit my end, including ONT has been replaced, Zen say they have swapped all their equipment in the exchange, and are now saying they suspect OR Layer 2 switches and routing to headend, and are trying to convince OR to investigate. SSFP test by OR was fine - suggesting it is after handover to Zen. Needless to say, all fine before migration day - it was a week after I was working with Zen to diagnose the issue I discovered the migration, and it aligned exactly with the data.
Zen accept there is an issue with the line, and can see packetloss from their end, but after a month have been unable to sort it.
I've emailed their complaints email, but that has just ended up with the support team/fault manager, and despite requesting 3 times now for the complaint to be escalated, they just keep fobbing me off with 'we've chased and there is no update'.
Q: How do I actually get a complaint registered with Zen and not ignored? Two weeks ago I would have been happy with either a fix, or reversing the migration, but given how they have treated me I just want out. I'm in contract until Summer 24, so need them to dissolve it so I can move to a new provider with them blocking it or penalising me.
In four weeks they have turned me from an Avid Zen fan that recommended them to all, to someone that will compell people not to touch them with a barge pole.
Edited by FibreFantastic (Wed 28-Jun-23 13:32:52)