Their support is non-existant from 8pm Friday until Monday morning.

In reply to a post by RabbleRouser:

Their support is non-existent from 8pm Friday until Monday morning.

Unless you are a business customer , (or it was pre the ( #scamdemic ) Small buisnesses are in decline thanks to Unnecessary lockdowns that are proven not to work i could go on ,

You have made your views on the pandemic known in a number of posts, but this is not really the place for them.

Welcome to the thinkbroadband forums btw;
I can't remember how long I was a lurker before something prompted me to register and post.

Sorry I have to disagree.

The technical support phone line is staffed during weekend daytimes.

I reported a problem by phone recently one Sunday afternoon.
The agent ran some tests, confirmed that it was a fault at the exchange, passed the issue to BT and I woke up the next morning to find my connection restored.

I agree that the online chat function is rarely staffed, but I prefer a direct "face to face" discussion.

Edited by ToneDeaf (Mon 09-Aug-21 20:41:38)

I thought The Park was the place for idiotic conspiracy theories to be posted!

My personal experience with ZEN has been fantastic

I was with Plusnet on FFTC and had been for 4 years however in the last 12 months I was getting throughput issues where my sync speed was 70mbs but my throughput was lucky to be 5mb after 6pm at night. This went round and round with customer service and tech support for the 12 months. New routers, BT visits, line tests etc but the issue was never fixed. I was going through the motions of early contract termination as i was that fed up with plusnet when i saw Openreach installing Fibre on my road so delayed the switch until his was live

I switched to Zen FTTP and dumped Plusnet as soon as i could and never looked back. I originally could only order 300mbs FTTP however 6 weeks later i could upgrade to 900mbs

I have had absolutely no issues with Zen FTTP and its been a breath of fresh air compared to Plusnet's FTTC. They might be more expensive than some providers at present but their Price for life makes up for that in my opinion as the number of providers where contracts can raise with RPI etc during contract term is rising

Pings to online gaming are low 9-14ms and throughput has yet to drop below 880mbs and its tested randomly and often. Upload is 110 on test which has been greated when backing up to crashplan etc

In the last 6 months i have had 15 mins of downtime and this was at 1:00am where the ONT showed red lights and likey outside of Zens Control (City Fibre were installing and playing with cabinets all the same week on the estate so i put it down to cabinet/exchnage maintenance)

Thought Zen on CityFibre was a symmetric service?

I already had an account with Zen, wanted to have internet setup at a second address.
Did try to contact their sales team via live chat but it wasn't online so I filled in the form instead.
After a couple of days I didn't get a reply, so I tried the live chat again. This time it was working and I got hold of someone pretty quickly, explained what I wanted and they phoned me up there and then to sort it out.
Wasn't able to setup the connection for exactly when I wanted it due to a cease on the phone line (thats not Zens fault) phoned back when the cease had expired and got it sorted.
Waiting for the activation but I hope everything goes according to plan!

In reply to a post by Pheasant:

Thought Zen on CityFibre was a symmetric service?

It definitely is symmetric.

Andy has Zen over OpenReach infrastructure.

I think he's blaming CityFibre rolling out in his area for his OpenReach service downtime. Very possible if CityFibre are using PIA.