LLU Migration

I'm thinking of migrating from Eclipse to the Zen 8000 Active product. My service is currently provided by LLU. Will migration to Zen still be free?

What is Zen customer service like? Do they answer the phone quickly? Do they respond to emails quickly?

I think the migration is still free, but if you have an LLU MAC you may have to phone Zen with the code is as the automated web signup page may not recognise the MAC.

Customer service us usually very good.

These
http://phonestats.zensupport.co.uk/cs.php
http://phonestats.zensupport.co.uk/ts.php
supposedly give you some idea of the call queue length/times for customer services & tech support. Though I can't say I've found it a particularly useful predictor of how long you will wait on any individual call. But it might give you some idea of the overall picture.

I'm not sure about the process of migrating from LLU back to....what's the other one that Zen uses? ipstream or something? Well, the other one . Is it a case of having to perform a cease and reprovide on the line like I've been told in the past which results in something like a week of downtime or have things been smoothed out now?

I managed to get an Eclipse LLU to Zen migration last month. So it can work. I had an unexpetced & unwanted extra 3 weeks or so on the dire Eclipse service while BT/Openreach dragged there heels. But Zen did keep onto BT about it and it happened eventually.

I migrated my Mother from Plusnet LLU a few weeks ago.
The online order form accepted the LLU MAC with no problem. No charge for the migration. Not sure about the exact downtime but it was certainly less than a day.
Took a week from submitting the order to completion.
Called CS a couple of times to check things out and got through after no more than a couple of minutes.

Took nearly 4 weeks to get the MAC code but that's another story!

I've just transferred from PlusNet LLU. I was able to enter my LLU MAC key into the online sign-up system with no problems. It took 10 days before the switch-over took place. Downtime was near as dammit nil and happened while I was online.
There was a faint chirp on the phone (like the sound it makes when it's just about to ring) and my ADSL connection dropped. By the time I had restarted the router the connection was back up with Zen.Completely painless.

I've just migrated to Zen from Orange on an LLU line. I emailed Zen to ask if I could enter my LLU MAC on their online ordering system and they advised me to do it over the phone. I did this, but the salesperson I spoke to entered one of the characters wrong in the MAC code on the Zen system (and my email address, even though I spelt it out!). This delayed my order slightly but it has all been sorted out now, took 17 days from date of order to date of activation. On the day of activation the downtime was less than 5 minutes.

I have to say that Zen have been very good and respond to emails promptly, I have rung customer services during the day and haven't had to wait long at all. I was also helped by a member of Zen's staff from posting on this forum. I am used to a poor ISP (Orange) and Zen seem to be in a different league altogether, I would recommend them.

Thanks for all your replies. I have now requested my MAC code.

I have narrowed my search for a new ISP down to Zen and IDNet. Both seem to have good reputations. Zen was on my shortlist a couple of years ago when I decided to go with Eclipse. It is good to see that they are still well regarded.