Three are offering their services on a "30 day money back guarantee" so you could just buy that fully intending to cancel the contract. Otherwise just use your phone as a hotspot, the Zen compensation will pay for any data bundles you need.

Thanks!

I received this email from Zen support this morning:

“I have good news! Openreach have advised they have fixed a routing issue on their network and your service should now be working.

I can see your connection isn't online so we'll need to look at factory resetting your router once more so this can call in and connect with all the right settings. Please use the guide below on how to reset the router...

https://www.edpnet.be/en/support/installation-and-us...

Please let me know if this works. I look forward to your reply.”


However if this had fixed the issue, my router would most likely be online without the need for resetting. In any case, I will travel from London down to the property and reset the router in the hope that this has worked against the odds.

My company had the same problem with an FTTP connection through Zen (Wholesale in this case). I witnessed some truly daft conversations between the Openreach tech and the "Digital Centre of Excellence." After weeks of equally daft explanations and visits from Zen and Openreach, the good folks on this forum suggested insisting on a "cease and reprovide". We did that, despite unhappiness with the idea at Zen (perhaps it costs them money) and the problem was solved. Suggest you do likewise.

That’s really helpful to know ajseeds - I suspect Zen will also have to resort to a “cease and reprovide” in the end. Would going another isp have the same effect?

@kam67. As noted in various posts above, you will be in contract with Zen, be wary of thinking you can break, without Zen being in agreement…

Martin Pitt has responded to your other post here. His words:

Zen however need to get you to a position to either resolve this or a contract between parties dissolved so you can move on.

If Zen refuses going down the route (forgive the pun!) of “cease and reprovide”, I will pay the penalty if needs be and end my contract with them as my health can’t take much more of this.

Below is my message to one of the Zen Fault Managers:

We Just need to be reassured Zen will go down this route of “cease and reprovide” if by the end of today, our connection is still not online. As our nerves and our healthy cannot take much more of this.

I’m 80% this will sadly indeed be the case and this rerouting will prove to be yet another false dawn! We will know for sure as soon as I arrive at the property and reset the Fritzbox (hopefully in an hour from now).

Kind regards

Edited by kam67 (Wed 07-Dec-22 12:30:49)

No worries. Deep breaths and carry on. Remember you're not in the house yet, so you have time to sort this.

A week is not an unreasonable amount of time to resolve a problem such as this. I know that may sound harsh and possibly unpalatable, but wanted to lend a sense of perspective.

As suggested you can pickup a 4/5G home broadband router from Three on next day delivery, that would be a pretty decent solution to tide you over. If it's not good you you have a 30 day money back guarantee.

https://www.three.co.uk/store/broadband/home-broadband

Thanks, Pheasant - appreciate your groundedness/levelheadedness. I need as much “calm” and deep breathing as I can get 😰

Really appreciate the support from yourself and the rest of those who have been contributing!

Dear Zen

As I feared, resetting the Fritzbox was useless as was trying to connect to the ONT directly via a single Ethernet cable with the help of a member of your support team .

This is simply not good enough.

Can we please go down the “cease and reprovide“ avenue, given all other potential solutions appear to have been exhausted?


Edit: After a chat with Martin of Aquiss - I’ve learnt that I can’t go with any other ISP till Zen agree to cease my contract and release me.

Edited by kam67 (Wed 07-Dec-22 15:49:23)