In reply to a post by cssuk:

MM i think you will find if they are incapable of supplying the contracted speed the customer is within there rights to cancel and walk away, if Zen did not mention when regrading that you were in fact agreeing to take on another 12 Month contract then it is in fact Zen who dont have a leg to stand on.

Should they insist that in fact it stands i believe you have good case to ask for a full refund of the money paid on the higher speed as they were in fact in breach.

I cancelled Zen within 2 Months 3+ years ago due to shoddy service and poor speeds there really is nothing they can do if the product doesnt live up to the contract.

Ha!

Zen chase people through debt collection even when THEY cut someone off for no reason and force them to pay, why do you think they would let people walk without paying in this case?

If it does happen please let us know, it would be a first.

In reply to a post by cssuk:

MM i think you will find if they are incapable of supplying the contracted speed the customer is within there rights to cancel and walk away, if Zen did not mention when regrading that you were in fact agreeing to take on another 12 Month contract then it is in fact Zen who dont have a leg to stand on.

Should they insist that in fact it stands i believe you have good case to ask for a full refund of the money paid on the higher speed as they were in fact in breach.

I cancelled Zen within 2 Months 3+ years ago due to shoddy service and poor speeds there really is nothing they can do if the product doesn't live up to the contract.

Therein lies the OP's problem , although he now says he is not satisfied with the service provided by Zen, he in fact continued as a customer, ie. he accepted the service .......

The onus will be on him to prove the service was not as expected , Zen will then argue that his continued use and then taking new contract are acceptance of the service being good.

He would further have to prove that he was not advised of the new contract at the time his line was downgraded , again something Zen will obviously insist they did.

As to "contracted speed" .......... no such thing. More like expected speed range dependent on line conditions.

because the service is not what is contracted simple they are in breach of contract the customer has offered every chance for the supplier to rectify the issue and tolerated poor service and even lowered his expectations in line with what was available, yet the supplier still cannot live up to its own terms, just cancel and then go to ofcom if they get heavy or just quote offcoms voluntary code of practise which Zen signed up to and allows for this exact situation, vote with your feet people whenever ANY service doesnt live up and we will soon have a better choice

If Zen were not supplying a satisfactory service, it was foolish to sign up with them for a different service, especially as this new service was not what was wanted. But that is what was signed up for, so there it is. You buy it, you pay for it.

only if they told him at the time he was in fact signing up for a further 12 months this can be checked on the call recordings and if that is not available he is free to walk