Is Zen support going down the pan?

I emailed them on Sunday evening (no point trying to call of course) due to a phone line issue (my line is with them).

I got the automated response, but since then, nothing.

With other providers I might not be as surprised, but 36 hours later an note a peep out of Zen? Have things changed?

I rarely need support, but in the past it's been quick and efficient.

Edited by AndyPandy (Tue 28-Feb-17 10:34:16)

In my experience, Zen very rarely respond to email queries

That's a bit poor for a technology company, which publishes a support email address!

They did eventually email me back, but I've had faster response from BT in the past, which is really quite telling!

Hmmm..
My only experiences of ZEN support were very good re tech problems, although more recently I've had billing issues (hopefully now resolved).
On the other hand, BT have been a nightmare (not helped by their off-shore call centre) - I moved a line from BT to ZEN back in October and am still having BT billing issues !!
PS In case you think my entire life is doom and gloom, let me recommend Cote Restaurants as an example of fantastic customer service (but that's another story).