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I setup Zen Internet FTTC for a relative roughly 10 years ago and up to this point it’s been okay. Last month my relative was emailed out of the blue by sales trying to get her to upgrade to full fibre. She replied back saying she wanted full fibre without SIP. They agreed to this. Today she phoned me in a panic… “BT says our phone line is about to be deleted.” So I phoned Zen Internet Sales who reassured me that the line would be passed back to BT. This afternoon we was forwarded the email chain from Trooli. Trooli claims there are too many copper wires on the pole so they need to get rid of our perfectly working copper line to install the full fibre. For my relative this is a deal breaker, she looks after a vulnerable person who requires 24/7 care and often calls to emergency services during accidents. We cannot afford for the landline to be down or deleted. I am very disappointed in how Zen has handled this and I do not trust them to put things right. Just wanted to visit the forum and explain the situation as a person dealing with this for their relative. Sales should detect if they are dealing with a vulnerable person during the sales process I made it very clear to sales that this regrade would only occur if the physical landline could be kept as my relative can’t operate a smart phone and doesn’t want to.
To be clear: the relative has not signed an agreement for the landline to be taken over by Zen and yet the one touch portal was used to initiate the full migration of the landline over to Zen voice without her consent.
Zen was asked this afternoon to cancel digital voice, they did not. Instead they sent us the original email chain showing they had attempted to gain consent and had proceeded without my relative’s direct approval.
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