Contacting Zen Support - how?

Anyone else experiencing issues trying to get through to support recently?

Got a total loss of service, reported by phone 2 days ago (after holding for 30+ minutes). Had a text and email that day confirming Openreach were due to update by end of yesterday, but haven't heard anything.

Tried calling 3 times, but have been cut off after 10+ minutes on hold and live chat is stuck on 'You're number in the queue" for about 40 minutes so far.

Is there anything in the customer portal about how far they have got with it?

Is there anything on the status page with your phone area code in to show progress?

The portal just shows the date of the fault report (2 days ago)

Status page has nothing for the area code.

Finally got the fault fixed (after escalating it yesterday when the engineer failed to turn up when booked).
Zen admitted Openreach had made a mistake in the original fault booking which had caused several delays and once that was corrected, the line was fixed today.

Zen support diverted the number to a mobile until the fault was fixed, but I've just discovered they've billed us 25p for each diverted call. Not impressed at all.

In reply to a post by rscott:

Zen support diverted the number to a mobile until the fault was fixed, but I've just discovered they've billed us 25p for each diverted call. Not impressed at all.

If you were not told of the charge in advance, then just tell them what to do with it! This has happened to me twice, and each time the charge was cancelled when I queried it.