Zen FTTP GEA Migration - How long

This has apparently been ordered for my fttp service and started early yesterday morning, I've now been offline for over a day and zen can't give me an estimated completion.

Anyone have any experience? How long did yours take, did you even notice it was happening?

It should be a couple minutes.
It's a simple routing change in the exchange, probably swapping you from BT Wholesale or Talktalk Business to Zens own backhaul.

Been four days so far, and somehow it seems I have to keep calling provisioning to see what they're doing about their internal changes failing, support can't / won't get involved.

I'm not surprised there's a thread about how poor they are.

In reply to a post by sprozen:

Been four days so far, and somehow it seems I have to keep calling provisioning to see what they're doing about their internal changes failing, support can't / won't get involved.

Have they said what the issue is? are they actually doing anything to rectify the issue? have they given you an ETA for when the issue will be resolved?

That's ridiculous. You should have a single point of contact over this, and the word "support" tells us where it is. It's their job to deal with an internal department like provisioning.

Sales; Retentions; and Support should be all a customer needs.

Something has gone terribly wrong.

My own FTTP migration (from a Bt Wholesale backhauled ISP to TalkTalk) was literally seamless.

Connection dropped from one and came straight back up on the new service. Less than 10 seconds of downtime at one in the morning.

Haul them over the coals. It’s completely unacceptable to be offline for this long on a working FTTP connection.

As Pheasant says its time to go up the ladder. It might be worth an email to the CEO ( [email protected] ) if support arnt helping

Hi, please can you send me your details? I'll look into the issue for you.

Take up the offer of help from ajays.
He's Zen staff that knows what he's talking about. If he doesn't get you back online quick he'll at least tell you why and what's gone wrong.

It's resolved now, thanks. It was down for 5 days in the end, early Monday to sometime on Saturday morning.

I still don't know what the issue was, the last update was that it was waiting for someone in OR approve or do something and (s)he wasn't available. Apparently they (OR) had emailed a reminder but had no idea when it would be done (this was on Thursday afternoon).

Maybe you could let me know what I need to do to get the compensation though, it isn't on this month's bill, will it be next month or do i have to ask? The support ticket # was 02358079 if that helps.

Thanks