. There are Reply buttons on all posts, as there are Threaded read options on these forums. Some of us have also set to receive emails when replied to, rather than from any posts in the thread. You could have replied direct to either of the OP's posts:).

I believe they changed the phone system and lost access to the stats.

in my mind a good organised tech support department has people employed who's job is to deal with online support only, so emails/tickets get answered in a timely manner regardless of the phone situation.

Due to my employment i have limited access to a phone in working hours, email is my only option until i take a day off.

Zen is not the cheepest ISP and the FTTC i have from them has been flawless, i did message the ISP rep who posted and they did try to call the following day but just the once but credit where credit is due

Im not ZEN bashing but if i wanted poor support i could have stayed with BT and payed less,

It is interesting the responses posted and i have read all of them

I also prefer email as a contact option. It's convenient and there's something to refer back to

Did Mick Bolton's (Zen) PM offer not sort things out for you?
I would have hoped this would have either let you talk to them via TBB or resolved the email issue...

Slightly late response to this thread, but I thought I'd share...

I've been with Zen for about 7 years. I've only needed to contact their support a couple of times, but on both occasions I've found them to be great -- very helpful, very knowledgeable, and a cut above most other CS/TS services.

Now, to be fair, the last time I spoke to them was several years ago, so maybe the service has deteriorated since. And I've never tried to contact them by email, so I have no experience of the quality of their service there. But I'd still maintain that Zen's service level has been considerably better than that of many other ISPs (the reason I moved to Zen in the first place was because of a *genuinely* 'shocking' experience at the hands of Pipex support).

Labelling the entire support service as 'shocking' just because of an email auto-response seems a bit excessive to me.

That said, I've just ordered a regrade (from ADSL Max to ADSL2+), so it's entirely possible that I'll need to contact Zen support again in the next few days. If the service turns out to be 'shocking', I'll let you know!